02 - 05 March, 2020
Sands Expo & Convention Centre, Singapore

CONFERENCE DAY ONE: TUESDAY 03 MARCH 2020

8:00 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Welcome Remarks

CUSTOMER SHOW ASIA 2020

9:15 am - 11:00 am CXO PANEL: Delivering Impactful Business Performance and Purpose through Integrated Customer and Brand Experiences

Goh Theng Kiat - Chief Customer Officer, Prudential Assurance Company Singapore
·      Making strategic investments in people, process and technology to close experience gaps and achieve breakthroughs
·      Leveraging the right technologies and channels to offer service and experience where it matters
·      Navigating a market of “one”: Rethinking customer experience for competitive differentiation and financial profitability


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Goh Theng Kiat

Chief Customer Officer
Prudential Assurance Company Singapore

9:45 am - 10:15 am Evolving Proactive AI and Bringing Humanity Back to Digital Business and Customer Engagement

·      Moving customer service and engagement from reactive to proactive
·      Creating experiences that deliver meaningful, personalised and relevant interactions
·      Using new rules of AI to leap ahead on business innovation and profitability

Senior Representative, LogMeIn

10:30 am - 10:45 am Speed Networking

10:45 am - 11:15 am Morning Refreshment Break

CUSTOMER SHOW ASIA 2020

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

11:15 am - 11:45 am AI Contact Centres: The Next Evolution of Sales, Service and Customer Experience
  • Understanding who your customers are and their communication preferences in the age of digital
  • AI advancements in contact centres and immediate benefits to customer communications at scale
  • Eliminating service inconsistencies and simplifying customer experience through integrated AI technology


CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

11:45 am - 12:15 pm Deploying Voice Biometrics to Transform Customer Authentication in Today’s Contact Centres
Damian Leach - Executive Director, Head of Real-Time Communications, Standard Chartered Bank
  • Expanding the use of voice biometrics to strengthen anti-fraud and caller verification capabilities
  • Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
  • Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres
 
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Damian Leach

Executive Director, Head of Real-Time Communications
Standard Chartered Bank

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

12:15 pm - 12:45 pm Embracing Innovations in AI, Digital and Cloud to Empower Customer and Agent Experiences
  • Beyond the buzz: Shaping the future of contact centre AI
  • Combining live agents and bot technology to effectively resolve customer needs
  • Blending AI and the human touch to enhance efficiencies, cost savings and customer loyalty


CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:15 am - 11:45 am Robots at Your Service: Financial and Customer ROI of RPA in Contact Centres
  • Strengthening digital capabilities to harness the full potential of RPA
  • Automating repetitive and rules-based processes to increase agent capacity and focus on value-added work
  • Introducing hybrid RPA for operational efficiency and value creation

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:45 am - 12:15 pm Digitalising and Automating Contact Centre Operations to Scale Performance and Efficiency Gains
Jessica Thompson - General Manager, Service - Business & Government, Australia Post
·         Revealing the real business value of digitalisation and automation in contact centres
·         Assessing what to digitise and automate to drive operational efficiencies
·         Ensuring integration with current processes, operations and legacy systems
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Jessica Thompson

General Manager, Service - Business & Government
Australia Post

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

12:15 pm - 12:45 pm Accelerating Workforce Optimisation to Adapt and Outperform in Customer Engagement
·      Holistic approaches to strategic workforce planning, upskilling and reskilling
·      Redefining performance metrics to enhance agent productivity and digital readiness
·      Aligning people, processes and touchpoints to deliver seamless customer experience


CX FOR FINANCIAL SERVICES

11:15 am - 11:45 am Strengthening the Business Case for Customer Experience in an Experience-Led Economy
·      The good, the bad and the ugly: Why do we often get customer experience wrong and what is on the horizon?
·      The end of good enough: Is it ultimately technology that disrupts industries?
·      Show me the money: What are the financial and long-term benefits of getting customer experience right?

CX FOR FINANCIAL SERVICES

11:45 am - 12:15 pm High-Tech, High-Touch: Humanising Customer Experience in a Digital Era
• Taking a human-centred design approach to deliver personalised digital experience
• Perfecting the art of service culture to boost customer satisfaction and inspire loyalty
• Enabling creativity and community in customer interactions

CX FOR FINANCIAL SERVICES

12:15 pm - 12:45 pm Powering a Digital-First Omni-Channel Experience to Amplify the Customer Journey
• Building a single and seamless ecosystem for effortless customer interaction
• Enabling an enriched cross-channel experience for customer delight and revenue growth
• Successful approaches to going digital and omni-channel transformation

CX FOR TELECOMMUNICATIONS

11:15 am - 11:45 am From Network to Digital Service Provider: Architecting Digital Transformation for Next Generation Customers
Sarjil Sarwar - EVP Customer Experience, Robi Axiata
·      Charting the roadmap for successful digital-and-analytics transformation, investments and priorities
·      Adopting agile methodologies in your business operating model and organisational DNA
·      Rethinking device management to upscale service offerings and delivery
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Sarjil Sarwar

EVP Customer Experience
Robi Axiata

CX FOR TELECOMMUNICATIONS

11:45 am - 12:15 pm Building Future-Ready Digital Ecosystem to Drive Value-Added Product, Services and Customer Interactions
Nathan Bell - Chief Digital Officer, M1
• Strengthening digital capabilities for exceptional customer engagement and service delivery
• Harnessing next frontier of technologies for greater customer understanding and to align
business strategies
• Future-proofing through constant innovation and the pursuit of value-adding digital partnerships
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Nathan Bell

Chief Digital Officer
M1

CX FOR TELECOMMUNICATIONS

12:15 pm - 12:45 pm Channel Digitisation and Innovation to Optimise Customer Value and Business Profitability
• Overcoming the cycle of disconnection and advancing connected digital platforms
• Uniting all aspects of the wireless environment for a seamless ‘transact-anywhere’ experience
• Revolutionising consumer experience and staying relevant with future customer generations

CX FOR UTILITIES

11:15 am - 11:45 am Transforming Utilities to Meet the Evolving Needs of Future Energy Customers
Brendan Leece - International Customer Experience Manager, E.ON
·      Assessing how factors such as environmental concerns, increasing demands for transparency and ownership are dictating the need for change in the utility sector
·      How can utilities move beyond the role of energy suppliers to engage and value-add?
·      Leveraging technologies to transform existing dynamics and relationships between customers and energy suppliers
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Brendan Leece

International Customer Experience Manager
E.ON

CX FOR UTILITIES

11:45 am - 12:15 pm Realising the Benefits of Customer Experience and Embedding Customer Centricity in the Organisation
Wisnoe Satrijono - Executive Vice President, Change Management Office, PT PLN (Persero)
• Customers then-and-now: Why customer experience is no longer just a good-to-have in
utility
• How to effectively shift mindsets and cultivate a customer-focused business strategy
• Ensuring success: Communicating outcomes and developing internal champions
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Wisnoe Satrijono

Executive Vice President, Change Management Office
PT PLN (Persero)

CX FOR UTILITIES

12:15 pm - 12:45 pm Driving Rapid Digital Transformation and Business Agility across Customer Operations
• How has digitalisation presented new opportunities to disrupt and innovate existing utility models?
• Exploring how emerging technologies such as AI, IoT, robotics can be utilised to transform customer experience and service delivery
• Reviewing effective digital acceleration strategies to scale organisational performance and business growth

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable A: Increasing Value to Customers with Self-Service Analytics

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable B: The Rise of Unified Communications in Revolutionising Customer Service
Narumon Songtis - FVP- Retail Customer Relations, Kasikornbank
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Narumon Songtis

FVP- Retail Customer Relations
Kasikornbank

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable C: Pragmatic Approaches to Realising ROI from AI-Powered Chatbots


CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable D: Mastering First Contact Resolution to Upscale Service and Manage Costs
Marcus Lim - Assistant Vice President, Head of Customer Service, NETS
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Marcus Lim

Assistant Vice President, Head of Customer Service
NETS

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable E: Investing in Knowledge Management to Drive Contact Centre Performance

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roudtable F: Leveraging Speech Analytics to Improve Service Quality

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable G: Deploying RPA to Streamline Workflow Automation and Customer Support
Martin Head - General Manager, Customer Service Excellence, Fuji Xerox
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Martin Head

General Manager, Customer Service Excellence
Fuji Xerox

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable H: Workforce Gamification: New Approaches to Agent Productivity and Engagement
Geeta Sreeraman - Head of Customer Centre Singapore, DBS Bank
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Geeta Sreeraman

Head of Customer Centre Singapore
DBS Bank

CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable I: Ensuring Customer Excellence and Value Creation in CRM Outsourcing


CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable J: Monetising Voice of Customer Programs for Competitive Differentiation

CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable K: Visualising Customer Journeys in an Omni-Channel World
Gina Lim - Head of Customer Experience, AIG Asia Pacific Insurance
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Gina Lim

Head of Customer Experience
AIG Asia Pacific Insurance

CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable L: Operationalising and Reaping Positive ROI from Social Customer Care
Kavan Sito - Regional Head of Customer Operations, Shopee
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Kavan Sito

Regional Head of Customer Operations
Shopee

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 1: Fostering a Customer- Centric Culture to Fuel Digital Innovation

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 2: Personalising Products and Services across Customer Segments

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 3: Boosting Customer Success with a Digital- First Strategy

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 4: Impact of Fintech Revolution on Customer Experience

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 5: Exploring Revenue Opportunities through OTT Partnerships

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 6: Customising Bundles and Add-ons to Attract, Retain and Convert

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 7: Mastering Social Customer Engagement and Interactions
Eduardo C Imperial - Head, Service Management Asia, Vodafone Global Enterprise
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Eduardo C Imperial

Head, Service Management Asia
Vodafone Global Enterprise

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 8: Creating a Seamless Billing Experience for Customers

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 9: Developing a Digital- First Customer Engagement Strategy

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 10: Customer Feedback: How, Where and When?

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 11: Improving Customer Retention with Highly Effective Loyalty and Rewards Programs

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 12: Tailoring Pricing and Product in accordance to Customer Profiles and Usage

3:30 pm - 4:15 pm Afternoon Refreshment Break

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

4:15 pm - 4:45 pm Mastering Customer Escalation Management with Augmented Analytics
Michelle Huenink - Director, Customer Service and Support, Microsoft
·      Unifying data sources across channels to capture customer sentiments and feedback
·      Advancing data science and business intelligence to derive accurate and actionable insights
·      Bringing a new dimension to conversational analytics and proactively manage case solutions 
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Michelle Huenink

Director, Customer Service and Support
Microsoft

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

4:45 pm - 5:15 pm Harnessing AI in Digital Self-Service to Amaze, Delight and Retain Customers
  • Redefining customer service with conversational AI
  • Expanding inbound and outbound self-service offerings to elevate customer experience
  • Transforming and aligning your contact centre self-service strategy with core business objectives

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

3:15 pm - 3:45 pm Accelerating Digital Transformation and AI Adoption in Contact Centre
Chirag Shah - Head of Contact Center Technology, HP
·      Establishing and maturing a customer-centric AI strategy
·      Practical uses of AI for agile operations and seamless service delivery
·      Unlocking new business possibilities and making AI work for your customers and employees
 

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Chirag Shah

Head of Contact Center Technology
HP

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:15 pm - 4:45 pm The ‘Uberisation’ of Contact Centres: Refining Operations and Workforce Mobility to Meet Changing Customer Needs
·      Key challenges and trends impacting workforce management and agent mobility
·      Streamlining culture, collaboration and performance across regional sites
·      Reworking contact centre KPIs for customer success and positive business outcomes
·      Key challenges and trends impacting workforce management and agent mobility
·      Streamlining culture, collaboration and performance across regional sites
·      Reworking contact centre KPIs for customer success and positive business outcomes

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:45 pm - 5:15 pm DevOps Evolution and Implementation in Contact Centre Operations
  • Migration to agile and DevOps practices – Getting it right
  • Rolling out DevOps on foundational operations and monitoring results to drive continuous improvement
  • Utilising DevOps to fuel digital transformation and develop customer experience initiatives

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:45 pm - 5:30 pm From Cost to Profit Centres: Deploying Lean Tools and Techniques to Achieve Operational Excellence
Richard Thomas - Head of Service Management, South Asia - International Sales and Service, Telstra Enterprise
  • How can Lean play a pivotal role in shaping the contact centres of tomorrow?
  • Spearheading business transformation and change programs to enhance customer service and experience
  • Realising operational efficiency and effectiveness with an emphasis on customer value drivers 
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Richard Thomas

Head of Service Management, South Asia - International Sales and Service
Telstra Enterprise

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

CX FOR FINANCIAL SERVICES

4:15 pm - 4:45 pm Promoting Digital Channel Migration and Ensuring Cross-Channel Effectiveness
Kelly Lau - Executive Director, Regional Head of Institutional Banking Operations, DBS Bank
• Reshaping channel strategies around customers and providing consistent experience
• Leveraging customer behavior analysis to design service journeys with clearly defined digital migration points
• Analysing customer utilisation and preferences to successfully integrate digital channels
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Kelly Lau

Executive Director, Regional Head of Institutional Banking Operations
DBS Bank

CX FOR FINANCIAL SERVICES

4:45 pm - 5:15 pm The Power of Customer Analytics in Enhancing Operational Efficiency and Business Margins
• Knowing your customer to develop meaningful and profitable relationships
• Accessing and blending structured and unstructured data to get a unified view of the customer
• Understanding the possibilities and potential of analytics in financial services

CX FOR FINANCIAL SERVICES

5:15 pm - 5:45 pm Leveraging Customer Insights to Personalise Interactions in Microfinancing Landscape
Kaspar Situmorang - Executive Vice President Digital, PT Bank Rakyat Indonesia
• Embracing hyper personalisation as the new normal
• Having consistent insights-driven personalisation embedded into all channels
• Upscaling frontline customer engagement with newfound understanding to unlock new revenue streams
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Kaspar Situmorang

Executive Vice President Digital
PT Bank Rakyat Indonesia

CX FOR FINANCIAL SERVICES

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

CX FOR TELECOMMUNICATIONS

4:15 pm - 4:45 pm Personalising Digital Experiences with Customer Journey Mapping
Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
• How journey maps can bring visibility on areas of improvement across touchpoints
• Prioritising customer segments and creating service design maps for optimal engagement
• Decoding journey science in telecommunications and taking customer experience to the next level
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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata


CX FOR TELECOMMUNICATIONS

4:45 pm - 5:15 pm Seeing the World as Customers Do: Evolving Customer Journeys to a Zero-Touch Future
• From touchpoints to journeys – What’s next for converging AI, automation and human connections?
• Monitoring customer journeys and anticipating needs and issues with proactive support
• Meeting the new customer standards of speed, efficiency and effortless experience

CX FOR TELECOMMUNICATIONS

5:15 pm - 5:45 pm Effective Social Listening for Enhanced Customer Engagement
Nuttaporn Tayananuphut - Head of Customer Experience, LINE Thailand
• Analysing the efficacy of customer communications and interactions on various social and marketing platforms
• How community collaboration can improve real-time complaints resolution and feedback management
• Gaining social insights to better understand the needs and interests of different customer groups
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Nuttaporn Tayananuphut

Head of Customer Experience
LINE Thailand

CX FOR TELECOMMUNICATIONS

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

CX FOR UTILITIES

4:15 pm - 4:45 pm Deploying a Single-View Customer Management Strategy to Optimise Service and Experience
• The importance of removing silos between marketing, sales, service and operations for greater understanding of the customer’s journey
• Achieving end-to-end customer visibility by capturing customer interactions across all channels and touchpoints
• Improving customer advocacy and retention with an insights-powered engagement strategy

CX FOR UTILITIES

4:45 pm - 5:15 pm Acquiring Customer Feedback for Actionable Insights to Elevate Service and Experience
• Designing effective voice of customer programs for diverse customer groups
• Analysing customer feedback to identify painpoints and gaps in service and experience
• Applying insights from results to drive service and experience improvements

CX FOR UTILITIES

5:15 pm - 5:45 pm Structuring Loyalty Programmes around Customer Behaviour to Enhance Effectiveness
• Reviewing the challenges: Engaging and maintaining relationships across customer groups with varied values and priorities in
energy consumption
• Leveraging data, analytics and digital channels for deeper behavioral insights on customer preferences and consumption patterns
• Personalising engagement campaigns and interactions to maximise loyalty and retention

CX FOR UTILITIES

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception