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

PREVIEW AGENDA

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

• 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  

• 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  

• 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  

• 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 

• 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  

• 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

End of Summit

CONFIRMED SPEAKERS

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

DIALOG AXIATA

Andrew Sandes

Sales Director JAPAC

SOCIALBAKERS

Jonathan Wan

Director, Global Customer Experience & Marketing

JAPAN AIRLINES

Bernard Yong

Head, Strategic Marketing & Brand Experience

MAH SING GROUP

Xenthe Bang

Global Head of Customer Experience

S&P GLOBAL RATINGS

Eric Thain

General Manager, Brand & Customer

HK EXPRESS

Corrina Murphy

Head of Technology Solutions, Asia

OGILVY

Ivy Esquero

Director, Head of Enterprise Brand & Loyalty Marketing, APAC

HILTON

Long Tran

Head of Retail Marketing

PNJ

Shweta Gambir Arora

Co-Founder & Chief Experience Officer

KEPPEL CORPORATION

SPONSORS

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

REGISTRATION