Day 3

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

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

09:00 AM - 09:30 AM Case study: Customer loyalty success story

Extracting insights across all touchpoints to get a 360 customer view, create personalized experiences, increase customer satisfaction and loyalty. Building a brand advocacy program. Doing marketing and PR through loyal customers.

09:30 AM - 10:10 AM Case Study: Looking beyond CEM: anticipating customer needs

Using advanced data analytics to develop actionable insights. Excelling in customer segmentation and data-driven marketing. Implementing predictive analytics program to create new commercial opportunities.


10:10 AM - 10:40 AM VoC: customer survey analytics

Creating competitive advantage by capturing valuable feedback to deliver better customer experience. Increasing response rate and leveraging customer intelligence to raise overall satisfaction and loyalty.

Think Tank

10:10 AM - 10:40 AM Customer journey in B2B environment

How digital transformation effects B2B customer experience management? Delivering improved user experience and ensuring customer satisfaction in digital commerce. Bringing innovation in B2B relationships.

10:40 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

Discussing key metrics: NPS and CSAT. Collecting metrics as a starting point of CX programs. Translating analytic insights into informed decisions and action. Navigating sensitive data: interpreting customer feedback across different cultures and mentalities.

Han San Lim

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

Ed Pasion

Head of Loyalty Programs
Jollibee Foods Corp

Roundtable 1

12:40 PM - 1:20 PM Roundtable Discussions: Developing VoC programs

Roundtable 2

12:40 PM - 1:20 PM Roundtable Discussions: Maximizing customer engagement and loyalty through gamification

Roundtable 3

12:40 PM - 1:20 PM Roundtable Discussions: How cloud can help improve CX

Roundtable 4

12:40 PM - 1:20 PM Roundtable Discussions: Optimizing customer experience through contact center evolution

1:20 PM - 2:00 PM Networking lunch

2:00 PM - 2:35 PM One-to-One Business Meetings

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

3:10 PM - 3:40 PM Keynote: Personalizing customer experience in the world of big data

How to deal with the volume of generated data? Creating a platform that connects different types of data. Utilizing data mining to gain meaningful insights about the customer journey and offer enhanced personalization.

3:40 PM - 4:10 PM Keynote: Predicting technology – new and upcoming for CEM

Understanding available solutions: simplifying complex technologies. Differentiating business with the next generation tools. Capitalizing on the evolving technology and anticipating innovations.

4:10 PM - 4:20 PM Chairman’s Closing Speech & End of Exchange