Day 3

7:45 am - 8:50 am Breakfast & registration


Dr. Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

9:00 am - 9:30 am Designing Your Digital Customer Experience Strategy

Amit Keswani Manghnani - Vice President, E-commerce and CRM, MAP Mitra Adiperkasa
·         Aligning your digital transformation roadmap with customer experience objectives
·         Are you investing in the right digital platforms and technologies demanded by your customers?
·         A look at how MAP is optimising customer experience and driving business revenues through successful digital initiatives

Amit Keswani Manghnani

Vice President, E-commerce and CRM
MAP Mitra Adiperkasa

9:30 am - 10:00 am Reinventing B2B Customer Experience Programs via Effective Digital Transformation Strategies

Hizam Ghazali - GM of Customer Advocacy, Telekom Malaysia Berhad
·         Revisiting the challenges and complexity of B2B customer experience delivery
·         How can organisations leverage on digital technologies, analytics and channels to deliver an enhanced experience?
·         Telekom Malaysia’s digital transformation journey so far: Evaluating program effectiveness and measurable outcomes from their B2B clients

Hizam Ghazali

GM of Customer Advocacy
Telekom Malaysia Berhad

10:00 am - 11:15 am Networking Break

10:05 am - 10:35 am One-to-One Business Meetings

10:40 am - 11:10 am One-to-One Business Meetings

·         Serving the modern customers – how have customer expectations and customer engagement strategies evolved?
·         Utilising analytics, social listening tools to gain meaningful insights about your customer’s journey
·         Evaluating the opportunities of customer segmentation, personalized customer experience, product innovation in driving value creation and enhancing brand loyalty
·         Empowering your customer experience team with the right set of information to drive results

Brian Fernandez

Head, Customer Engagement
Malaysia Airlines


Dr. Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines


Tabatha Ramsay

Chief Sales & Marketing Officer
Vinpearl Hospitality


12:05 pm - 1:10 pm Operational Excellence Strategies for Enhancing Service Quality & Ultimately, CX Jarod Ong - Senior Vice President, Head of Operations, Singapore Exchange Limited


Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

12:05 pm - 12:35 pm One-to-One Business Meetings

12:40 pm - 1:10 pm One-to-One Business Meetings

1:15 pm - 1:45 pm Networking Lunch

1:45 pm - 2:15 pm One-to-One Business Meetings

·         Capturing the right results and customer feedback for benchmarking the performance of your CX programs
·         Discussing key metrics such as NPS and CSAT – how effective are they and how can they be improved?
·         Translating customer feedback into informed decisions and actions

Han San Lim

VP Customer Contact Centres & Corporate Reservations
Shangri-La Hotels and Resorts


Su Fong Chew

Director of Customer Experience Management
Celcom Axiata Berhad


Dexter Yeo

Head of Customer Experience
SIM University

2:45 pm - 3:15 pm Innovating CX

Zia Zaman - Chief Innovation Officer, MetLife


Zia Zaman

Chief Innovation Officer

3:15 pm - 3:30 pm Chairman’s Closing Speech & End of Exchange