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CHIEF CUSTOMER EXPERIENCE OFFICER SUMMIT

Building a Culture of Customer Service Excellence

Singapore  |  #ChiefCX  |  27th October 2022
OVERVIEW

In the traditional setup, departments are siloed, working in isolation hence, they forget the most important component of their business: the customer. The foundation of the role Chief Customer Experience Officer is to align departments with a customer-centric culture and build unprecedented customer relationships. Join us at the summit and discover how companies are organising and operating their customer experience functions, the modern challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also a key factor. 

Highly interactive panels with the opportunity to ask questions directly to leading global industry practitioners    
Hearing practical, actionable solutions that will drive your business forward
Industry-driven programming addressing pain points and offering practical tips, perspectives, and advice 
Exclusive networking opportunities with C-Suite thought leaders and other attendees
2 concurrent summits: Chief Transformation Officer Summit, Chief Customer Experience Officer Summit  
Themes: Digitalisation | Customer-Centricity | O2O Experience | Social ROI
 
PREVIOUS AGENDA

Fireside Chat | [Emerging Technology]

Leveraging Emerging Technology Tools & Infrastructure to Enhance Customer Experience & Loyalty

  • Overview of the latest trends impacting the customer experience field with predictions on how the industry will develop in the next 5 years 

  • Shortlist of emerging tools and infrastructure impacting customer experience and customer loyalty today  

  • Strategies on balancing marketing spend on new technology and proven tools

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Ferry Kusnowo

EVP & Chief Customer Officer

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Hong-Chia How

Senior Director, Enterprise Solutions, SouthEast Asia & India

Fireside Chat | [Customer Centricity]  

Embedding Customer Centricity into the Customer Journey

  • Best practices for prioritising the customer at all stages, from initial discovery to point of purchase and beyond

  • Measuring success when building and nurturing relationships with potential and existing customers

  • Leadership's role in championing a culture of authentic customer centricity throughout an organisation

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Yvette Mihelic

Director Customer Experience

Wadim Schreiner

Head of Customer First & Customer Insights

Interactive Panel | [Chatbots] 

How Chatbots Can Help Win Customers as a Part of a CX Strategy

  • Examples of incorporating chatbots into existing customer journey and sales funnels  

  • Using chatbots to gather and analyse customer feedback  

  • Personalising and seamlessly aligning chatbots with brand identity  

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Andrew Sandes

Sales Director JAPAC

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Bernard Yong

Head, Strategic Marketing & Brand Experience

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Adam Novak

Group Head of Customer Experience & Operational Excellence

Interactive Panel | [Content, Customer Feedback]  

Advanced Strategies for Delivering Impactful Content by Analysing Real-time Customer Feedback  

  • Automating insight-led decision making for improving customer touch-points  

  • Utilising relevant customer data to share hyper-personalised, delightful content  

  • Strategising customer content drips with predictive analytics and customisations for each platform 

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Jonathan Wan

Director, Global Customer Experience & Marketing

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Siew Ting Foo

Chief Marketing Officer, Greater Asia

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Kayzad Hiramanek

Chief Operations & Customer Experience Officer

Interactive Panel | [Customer Experience/Journey, CX Analytics, Customer Satisfaction, Engagement]  

Analysing Customer Journeys to Improve Retention and Engagement   

  • Tools and strategies for creating unified views of the customer journey  

  • Best tips for improving the efficacy of existing customer funnels  

  • The metrics that matter when measuring retention and engagement  

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Xenthe Bang

Global Head of Customer Experience

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Eric Thain

General Manager, Brand & Customer

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Ivy Esquero

Director, Head of Enterprise Brand & Loyalty Marketing, APAC

Interactive Panel | [Customer Experience Enablement]

Fail to Plan, Plan to Fail – The Role of Tech in Prohibiting or Enabling Customer Experience Goals

  • Gauging CX technology readiness and creating a winning technology roadmap

  • Key factors for building a business case for investment to support gaps in CX solutions

  • Important metrics for measuring performance and success

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Corrina Murphy

Head of Technology Solutions, Asia

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Samdani Basha

VP CX Design & Operations

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Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development

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Zach Taub

Regional Head of Customer Experience

Lightning Talk | Despair to Delight - Leveraging Emotions in Customer Experience

  • How to tap into the innate courage and compassion that our teams have, to build strong, profitable relationships with our customers

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Kalpana Ajayan

Former Group Head of Customer Experience

End of Summit

 
PREVIOUS SPEAKERS
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Rekha Weerasooriya .jpeg

Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development

DIALOG AXIATA

Emplifi.jpg
Andrew Sandes.jpg

Andrew Sandes

Sales Director JAPAC

EMPLIFI (formerly SOCIALBAKERS)

Japan Airlines.jpg
Jonathan Wan (JAL).jpeg

Jonathan Wan

Director, Global Customer Experience & Marketing

JAPAN AIRLINES

Mah Sing Group.jpg
Bernard Yong.jpeg

Bernard Yong

Head, Strategic Marketing & Brand Experience

MAH SING GROUP

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Xenthe Bang.jpg

Xenthe Bang

Global Head of Customer Experience

S&P GLOBAL RATINGS

HK Express.jpg
Eric Thain.jpeg

Eric Thain

General Manager, Brand & Customer

HK EXPRESS

Ogilvy.jpeg
Corrina Murphy (new).jpg

Corrina Murphy

Head of Technology Solutions, Asia

OGILVY

Hilton.jpg
Ivy Esquero (new).png

Ivy Esquero

Director, Head of Enterprise Brand & Loyalty Marketing, APAC

HILTON

CXO Innovation black
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Kalpana Ajayan

Former Group Head of Customer Experience

EDELWEISS FINANCIAL SERVICES

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Siew Ting Foo.jpg

Siew Ting Foo

Chief Marketing Officer, Greater Asia

HP

Flipkart.jpg
Samdani Basha.jpeg

Samdani Basha

VP CX Design & Operations

FLIPKART

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Ferry%20Kusnowo_edited.jpg

Ferry Kusnowo

EVP & Chief Customer Officer

LAZADA (ALIBABA GROUP)

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Adam Novak.jpeg

Adam Novak

Group Head of Customer Experience & Operational Excellence

NIB GROUP

John Holland.jpg
Yvette Mihelic.jpeg

Yvette Mihelic

Director Customer Experience

JOHN HOLLAND

AIG.jpg
Zach Taub.jpeg

Zach Taub

Regional Head of Customer Experience

AIG JAPAN HOLDINGS

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Gabrielle Dracopoulos.jpeg

Gabrielle Dracopoulos Head of Customer Success & Experience INTUIT QUICKBOOKS

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Hong-Chia How (new).jpeg

Hong-Chia How

Senior Director, Enterprise Solutions, SouthEast Asia & India

APPIER

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Wadim Schreiner.jpeg

Wadim Schreiner

Head of Customer First & Customer Insights

WOOLWORTHS NZ

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Kayzad Hiramanek.jpeg

Kayzad Hiramanek

Chief Operations & Customer Experience Officer

BAJAJ ALLIANZ LIFE INSURANCE

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Henry Christian

Loyalty & Customer Experience Champion

 
PREVIOUS SPONSORS

Please contact Elaine at eli@themartechsummit.com for sponsorship opportunities.

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