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

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

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  

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 

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  

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

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

Kalpana Ajayan

Former Group Head of Customer Experience

End of Summit

PREVIOUS SPEAKERS

Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development

DIALOG AXIATA

Andrew Sandes

Sales Director JAPAC

EMPLIFI (formerly 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

Kalpana Ajayan

Former Group Head of Customer Experience

EDELWEISS FINANCIAL SERVICES

Siew Ting Foo

Chief Marketing Officer, Greater Asia

HP

Samdani Basha

VP CX Design & Operations

FLIPKART

Ferry Kusnowo

EVP & Chief Customer Officer

LAZADA (ALIBABA GROUP)

Adam Novak

Group Head of Customer Experience & Operational Excellence

NIB GROUP

Yvette Mihelic

Director Customer Experience

JOHN HOLLAND

Zach Taub

Regional Head of Customer Experience

AIG JAPAN HOLDINGS

Gabrielle Dracopoulos Head of Customer Success & Experience INTUIT QUICKBOOKS

Hong-Chia How

Senior Director, Enterprise Solutions, SouthEast Asia & India

APPIER

Wadim Schreiner

Head of Customer First & Customer Insights

WOOLWORTHS NZ

Kayzad Hiramanek

Chief Operations & Customer Experience Officer

BAJAJ ALLIANZ LIFE INSURANCE

Henry Christian

Loyalty & Customer Experience Champion

PREVIOUS SPONSORS

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