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Building a Culture of Customer Service Excellence

Live Stream  |  #ChiefCX  |  23rd June 2021

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
*Running time: 12.45 pm - 5.15 pm Singapore Standard Time (GMT+8)*

12:45 - 12:50

Get ready for the upcoming virtual fest!

12:50 - 13:00

Chairperson Introduction & Lightning Talk |  Future Trends: How the Role and Responsibilities of the CCXO Have Evolved Since the Pandemic

The CXO Innovation Summit Team

13:00 - 13:30

Fireside Chat | [Emerging Technology]

Leveraging Emerging Technology Tools and Infrastructure to Enhance Customer Experience and 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  

13:30 - 14:00

Fireside Chat | [CDP, Journey Mapping, Personalisation]  

Adopting a Customer Data Platform (CDP) to Drive Personalisation and ROI    

  • Case studies on maximising Customer Data Platform’s potential to transform customer experience

  • Measuring the ROI and other key performance metrics for Customer Data Platforms 

  • Advantages of using a Customer Data Platform and common pitfalls to avoid  

14:00 - 14:45

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  

14:45 - 15:30

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 

15:30 - 16:15

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  

16:15 - 17:00

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

17:00 - 17:15

Chairperson Closing & Lightning Talk | Beyond COVID: How the Pandemic Changed Customer Behaviour, Sentiment, and Expectations 

End of Summit


We're currently recruiting speakers. Interested in speaking? Please contact us at hello@cxoinnovation.com for details.

Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development


Andrew Sandes

Sales Director JAPAC


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Jonathan Wan

Director, Global Customer Experience & Marketing


Bernard Yong

Head, Strategic Marketing & Brand Experience


Xenthe Bang.jpg

Xenthe Bang

Global Head of Customer Experience


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Eric Thain

General Manager, Brand & Customer


Corrina Murphy

Head of Technology Solutions, Asia


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Ivy Esquero

Director, Head of Enterprise Brand & Loyalty Marketing, APAC


Long Tran

Head of Retail Marketing


Shweta Gambir Arora

Co-Founder & Chief Experience Officer



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