Day 2

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

08:50 AM - 09:00 AM Chairperson's welcome

09:00 AM - 09:30 AM Panel discussion: Driving transformation in customer experience across different sectors of the SEA countries

Michelle Shiers, Chief Customer Service Officer, Telstra , , , , , , , , Su Fong Chew, SVP, Director of Customer Experience Management, Celcom Axiata Berhad
Building your company’s CX philosophy. Discussing the challenges in formulating CEM strategies in every specific country. The journey to becoming a customer-centric organization. Developing a CX function to help align customer service, marketing and sales.

Michelle Shiers

Chief Customer Service Officer

Su Fong Chew

SVP, Director of Customer Experience Management
Celcom Axiata Berhad

09:30 AM - 10:00 AM Case Study: Engaging employees to cultivate a strong customer culture and 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.

Michelle Shiers

Chief Customer Service Officer

10:00 AM - 10:30 AM Case Study: Sharing insights into the journey of Ooredoo Myanmar, the winner of awards for innovation and customer experience excellence

Successfully transforming the business to bring customer experience to the forefront. Uncovering the secrets of the people process: how to hire to attain “Best in Customer Experience”. Discussing success and performance metrics. Adopting VoC and VoE approaches to drive customer experience.

10:30 AM - 11:00 AM Networking Break

11:00 AM - 11:35 AM One-to-One Business Meetings

11:35 AM - 12:10 PM One-to-One Business Meetings

12:10 PM - 12:40 PM Keynote: Leveraging connected technologies to maximize the benefits of interaction with the customer

Dealing with multiple channels of client interactions. Bridging offline and online. Ensuring consistency of communication across all the channels. Innovating customer relationships with the help of integrated technologies and metrics.
Executing cross-departmental involvement to define the omni-channel strategy and objectives. Orchestrating seamless experience and consistent interaction across multiple channels. Discussing the challenges and solutions for customer journey management. Leveraging IoT for omni-channel fulfillment.

Jeremy Tan

Director, Call Centre Operations
Marina Bay Sands

Amit Keswani Manghnani

Vice President, E-commerce and CRM
MAP Mitra Adiperkasa

Richa Goswami

Asia Pacific Head of Digital for Consumer Healthcare Businesses
Johnson & Johnson

1:10 PM - 2:00 PM Networking Lunch


2:00 PM - 2:35 PM Masterclass: Measuring, analyzing and improving the mobile user experience

Analyzing how your mobile phone experience is impacting the customer journey. Harnessing mobile audience data to customize interaction. Utilizing mobile apps to keep customers satisfied and loyal.

Think Tank

2:00 PM - 2:35 PM Think Tank: Upgrading contact centers

Using insights and technology to transform contact center operations. How cloud can improve contact center efficiency? Managing costs and driving return on technology investment while delivering great CX.

2:35 PM - 3:10 PM One-to-One Business Meetings

3:10 PM - 3:45 PM One-to-One Business Meetings

3:45 PM - 4:15 PM Keynote: Social channel as a part of brand experience

Engaging with customers on social platforms. Driving real-time interaction, customer service and loyalty – as core foundations of the converging social media and customer experience. Estimating investment in developing social experience as a component of business success.

4:15 PM - 4:30 PM Networking break

4:30 PM - 5:05 PM One-to-One Business Meetings

5:05 PM - 5:40 PM One-to-One Business Meetings


5:40 PM - 6:20 PM Roundtable Discussions: Creating luxury experiences and achieving emotional connection to inspire loyalty

Roundtable 2

5:40 PM - 6:20 PM Roundtable Discussions: The role of Lean Six Sigma in process optimization, service quality improvement and ultimately, CX

Jarod Ong, Senior Vice President, Head of Operations, Singapore Exchange Limited


Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited


5:40 PM - 6:20 PM Roundtable Discussions: Building B2B customer experience programsBuilding B2B customer experience programs

Hizam Ghazali, GM of Customer Advocacy, Telekom Malaysia Berhad

Hizam Ghazali

GM of Customer Advocacy
Telekom Malaysia Berhad


5:40 PM - 6:20 PM Roundtable Discussions: Co-creating products and experiences with customers, and developing real time customer insights

6:20 PM - 7:30 PM Networking cocktail reception

7:30 PM - 11:59 PM Networking dinner