Day 2

07:45 AM - 08:50 AM Breakfast & Registration

08:50 AM - 09:00 AM Chairperson's Opening Remarks

Dr. Akira Mitsumasu, Vice President, Marketing & Strategy, Japan Airlines

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Dr. Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

9:00 AM - 9:30 AM Cultivating a Customer-Centric Culture from Within Your Organisation to Ensure Outstanding CX

Michelle Shiers, Chief Customer Service Officer, Telstra
· Linking employee motivation with the organization’s CX delivery
· Optimizing employee and workplace experience to truly transform operations and improve interaction with the customer
· Leveraging staff insights through Voice of the Employee programs

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Michelle Shiers

Chief Customer Service Officer
Telstra
· Building your company’s CX strategy – what are the core values and philosophies and how are you adapting to the changing consumer landscape?
· Executing customer experience programs across different regions in Asia – reviewing effective localization strategies and pitfalls to avoid
· Developing a customer-first culture: How are you breaking silos, effecting change and aligning customer experience delivery across different departments, offices and regions?

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Michelle Shiers

Chief Customer Service Officer
Telstra
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Dr. Alok Bharadwaj

Senior Vice President South & South East Asia Corporate Strategy Group
Canon
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Su Fong Chew

Director of Customer Experience Management
Celcom Axiata Berhad
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Arnab Ghosh

Chief Marketing Officer
Home Credit Vietnam

10:15 AM - 11:30 AM Networking Break

10:20 AM - 10:50 AM One-to-One Business Meetings

10:55 AM - 11:25 AM One-to-One Business Meetings

11:30 AM - 12:00 PM Shaping The Future of Customer Experience

Dr. Akira Mitsumasu, Vice President, Marketing & Strategy, Japan Airlines

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Dr. Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

INTERACTIVE ROUNDTABLE DISCUSSIONS


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Raen Lim

General Manager Customer Experience Solutions, Asean Region
Oracle Corporation Applications

12:00 PM - 12:45 PM How Chatbots & AI will Change How Customers Interact with Enterprises

Felix Leong, Sales Director – Asia, [24]7

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Felix Leong

Sales Director – Asia
[24]7

12:00 PM - 12:45 PM Voice of Your Customers – Capturing, Deciphering & Driving Meaningful Outcomes

Dr. Alok Bharadwaj, Senior Vice President South & South East Asia Corporate Strategy Group, Canon

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Dr. Alok Bharadwaj

Senior Vice President South & South East Asia Corporate Strategy Group
Canon

12:50 PM - 1:20 PM One-to-One Business Meetings

1:20 PM - 2:30 PM Networking Lunch

· Orchestrating seamless experience and interaction across multiple channels: What are the stumbling blocks? How are you navigating different customer preferences across channels and regions?
· How are we benchmarking and measuring success?
· Securing cross-departmental involvement and buy-in for omni-channel strategy execution

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Amit Keswani Manghnani

Vice President, E-commerce and CRM
MAP Mitra Adiperkasa
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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group
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Tabatha Ramsay

Chief Sales & Marketing Officer
Vinpearl Hospitality

MASTERCLASS

3:20 PM - 4:25 PM Leveraging Design-Thinking in Customer Journey Mapping

Hyunju Lee, VP, Head of UX & Design, Honestbee

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Hyunju Lee

VP, Head of UX & Design
Honestbee

3:20 PM - 3:50 PM One-to-One Business Meetings

3:55 PM - 4:25 PM One-to-One Business Meetings

4:30 PM - 5:00 PM Strengthening the CX Loop through Emotional Connections

Nikhil Parikh, Chief Marketing Officer, The Zest Group


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Nikhil Parikh

Chief Marketing Officer
The Zest Group

5:05 PM - 5:35 PM One-to-One Business Meetings

5:40 PM - 6:10 PM One-to-One Business Meetings

6:30 PM - 7:40 PM Networking Drinks & Dinner