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CHIEF CUSTOMER EXPERIENCE OFFICER SUMMIT

Building a Culture of Customer Service Excellence

Live Stream  |  #ChiefCX  |  23rd June 2021
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
AGENDA
*Running time: 12.10 pm - 5.00 pm Singapore Standard Time (GMT+8)*

12:10 - 12:15

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Chairperson Introduction

The CXO Innovation Summit Team with Henry Christian, Loyalty & Customer Experience Champion

12:15 - 12:45

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

12:45 - 13:15

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

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Yvette Mihelic

Director Customer Experience

Wadim Schreiner

Head of Customer First & Customer Insights

13:15 - 14:15

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

Gabrielle Dracopoulos

Head of Customer Success & Experience

14:15 - 15:00

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

15:00 - 15:45

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

15:45 - 16:45

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

Corrina Murphy

Head of Technology Solutions, Asia

Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development

Samdani Basha

VP CX Design & Operations

Zach Taub

Regional Head of Customer Experience

16:45 - 17:00

Chairperson Closing & 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

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Kalpana Ajayan

Former Group Head of Customer Experience

End of Summit

 
 
CONFIRMED SPEAKERS

Rekha Weerasooriya

Senior General Manager, Customer Experience Management & People Development

DIALOG AXIATA

Andrew Sandes

Sales Director JAPAC

EMPLIFI (formerly SOCIALBAKERS)

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Jonathan Wan

Director, Global Customer Experience & Marketing

JAPAN AIRLINES

Bernard Yong

Head, Strategic Marketing & Brand Experience

MAH SING GROUP

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Xenthe Bang

Global Head of Customer Experience

S&P GLOBAL RATINGS

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Eric Thain

General Manager, Brand & Customer

HK EXPRESS

Corrina Murphy

Head of Technology Solutions, Asia

OGILVY

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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

John Holland.jpg

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

 
SPONSORS

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

 
REGISTRATION