Day 3

07:45 AM - 08:50 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