Chief Customer Experience Officer Summit

Registration

CHIEF CUSTOMER EXPERIENCE OFFICER SUMMIT

Building a Culture of Customer Service Excellence

Live Stream | #ChiefCX | 9th June 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

Ferry Kusnowo

EVP & Chief Customer Officer

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

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

Andrew Sandes

Sales Director JAPAC

Bernard Yong

Head, Strategic Marketing & Brand Experience

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

Jonathan Wan

Director, Global Customer Experience & Marketing

Siew Ting Foo

Chief Marketing Officer, Greater Asia

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

Xenthe Bang

Global Head of Customer Experience

Eric Thain

General Manager, Brand & Customer

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