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Building a Culture of Customer Service Excellence

Digitalisation | Customer-Centricity | O2O Experience | Social ROI
Live Stream  |  #ChiefCX  |  23rd June 2021






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Cross Function Roundtables & Structured Open Discussions

Top Level Content and Discussion with the Opportunity to Share Your Opinions, Views and Thoughts

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Meeting Others on the Look Out for Working Together to Share Ideas, Swap Strategies

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2 Virtual Summits Running Consecutively - CXO Innovation Summits

Discover more on Transformation

The Chief Customer Experience Officer is responsible for managing the business relationship with its customers. 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. 


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

Previous speakers include:

Juliana Chu

Director, Digital & Analytics, APAC

Lai Kwan Chow

Asia Pacific Customer Service Senior Director

Tom Voirol

Chief Experience Design Officer

Todd Stevenson

Chief Customer Officer

Benjamin Soubies

Managing Director, JAPAC

Sheila Paul

Chief Marketing Officer

Gaurav Sharma

VP, Customer Experience & Operations

Anila Fredericks

Head of Customer Service Operations

Yuda Wirawan

Chief Marketing Officer

Jurist Francisco-Gamban

Chief Marketing Officer

Nell Bond

Head of Customer Experience

Varun Rajwade

GM, Digital, Loyalty & Customer Analytics

James Yeang

Group SVP, Digital & CRM

Candice Iyog

VP, Marketing & Customer Experience

Ruby Cheung

Solutions Consultant Asia

Nitin Jain

Head of Customer Experience, India, Middle East & Africa

Mark Van Den Haak

VP of Sales Asia

Pradeep Chatterjee

Head of Digital Transformation & Experience Management

Jacqueline Alexis Thng

Partner, Asia Leadership & Asean Lead

Millie Gillon

Managing Director & Global Head of Client Experience

Abhishek Rathi

VP & Head of Digital, APAC

Sonia Notani

Chief Marketing Officer


This event will begin with a two-hour session dedicated to a mixture of presentations, panels and fireside chats where you get to hear challenges and success stories from high-level customer experience focused leaders. 

  • Customer Journeys, Voices & Feedback

  • Corporate Organising of Customer Experience Functions

  • Customer-Led Service Design

  • Achieving a Customer-Centric Internal Culture

  • Adapting the Culture to Include Customer and Employee

  • Digital vs Offline Customer Experience

  • New Technology & AI

  • Managing Multi-Channel Customer Service Integration

  • CX Metric Measurements: Social ROI

*Running time: 12.30 pm - 5.30 pm Singapore Standard Time (GMT+8)*

12:25 - 12:30

Get ready for the upcoming virtual fest!

12:30 - 12:45

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

The CXO Innovation Summit Team

12:45 - 13:15

[Data-Driven Marketing, Predictive Analytics] 

Fireside Chat | Leveraging Emerging Technology Tools and Infrastructure to Enhance Customer Loyalty - Predictive Analytics

13:15 - 13:45


Fireside Chat | Creating Winning AI Transformation Strategies for the Customer Experience Landscape  

13:45 - 14:15

[CDP & Emerging Technology, Journey Mapping, Personalisation] 

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

14:15 - 15:00


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

15:00 - 15:30

[Growing Revenue, Experience Design/UX, Omnichannel Integration] 

Fireside Chat | Future-Proofing Business Growth by Integrating Omnichannel Experiences 

15:30 - 16:00

[Content, Customer Feedback] 

Fireside Chat | Advanced Strategies for Delivering Impactful Content by Analyzing Real-time Customer Feedback 

16:00 - 16:30

[Hyper-Personalisation, Customer Segmentation]

Fireside Chat | Implementing Customer Segmentation to Achieve Hyper-Personalisation

16:30 - 17:15

[Customer Experience/Journey, CX Analytics, Customer Satisfaction, Engagement]

Panel Discussion | Analysing Customer Journeys to Improve Retention and Engagement  

17:15 - 17:30

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

End of Summit

Previous sponsors include:



Prime Speakers


Hours Networking


Industry Participants


CXO Interactive Panels


1-2-1 Meetings Arranged

a BEETc. event

Sponsorship Opportunities: sponsor@cxoinnovation.com
Delegate Registration: attend@cxoinnovation.com

General Enquiry: hello@cxoinnovation.com

APAC: +852 8175 0201 

Europe: +44 (0)20 8351 4741

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