Ensuring consistency and quality of customer experience across all touchpoints with consumers, employees and business partners

As customer expectations on service speed and quality rise, organisations start competing at experience level. Driving customer engagement is not enough, this year it’s all about measuring and understanding the numbers. Ensuring consistent, personalised customer experience across all channels is at the core of every business these days. Brand is experience and experience is the brand.

 

89% of marketers compete mostly on the basis of customer experience versus 36% just five years ago – Gartner

 

USD 10.77 Billion is how large the customer experience market is expected to grow by 2020 at a CAGR of 19.9% - Markets to Markets

 

2020 is the projected year customer experience will overtake price and product as the key brand differentiator - Walker Info.

 

6 in 10 consumers in APAC are willing to pay more to companies that deliver excellent service - Frost & Sullivan

 

59% mobile devices and networks, 45% personalisation technologies and 39% IoT are the three technology-specific trends that will have the biggest impact on marketing organisations by 2020 where innovation will focus on small screens and no screens - The Economist Intelligence Unit (EIU)

Key Topics To Be Addressed in 2017 Include:

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Evolving the CX function and developing a strong customer-centric culture within organisation

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Utilising data for predictive customer analytics and further personalisation of interaction

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Measuring at different points of customer journey and utilising metrics to drive actionable insights

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Bridging online and offline channels, platform integration

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Driving employee engagement, aligning customer services, marketing and sales

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Focusing on customer advocacy, developing effective loyalty programs

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Discussing the challenges in B2B customer experience management

Top Reasons To Attend

Interactive Sessions

Exchange ideas and explore CX market trends with the same senior-level pre-qualified attendees.

Real Situation Analysis

Benefit from the pre-arranged and personalised schedule of peer-to-peer discussions, informal and business meetings, masterclasses, conference keynotes and think tank sessions.

ISO Technical Committee

Engage in friendly conversations at a round table to find out how other companies deliver brand promises and differentiate their business

Reduce Costs and Improve Quality

Discuss advantages and challenges posed by evolving technology and implementation complexities associated with it.

Networking Opportunities

Get a grip on innovative solutions that might help your organisation link offline and online channels, measure customer engagement, empower employees, deliver personalised omni-channel communication and manage costs while ensuring the best customer experience.

Why the Exchange is Different

Invitation Only

 

C-level attendance only

 

Industry’s leading solution providers

 

Inspiring speakers and thought leaders from across Asia

Request an Invitation

Highly interactive

 

Inspiring speakers and thought leaders from across Asia

 

Discussion-based sessions, not lectures

 

Pre-profiled one-to-one business meetings

Why Attend

Not your standard conference

 

5 star resort venue

 

Smaller audience facilitates better networking

 

Customise your itinerary

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