Day 1

11/07/2017

The Chief Customer Officer role is rapidly becoming fundamental to modern day business. The proliferation of all things digital has empowered the consumer and transformed our previous perceptions of customer experience. During conference day one our speaker faculty tackle how the Chief Customer Officer role can develop a unified customer experience strategy, driving customer experience value, whilst embracing disruption, change and innovation.

8:45am- 8:50am

Chair’s Opening Remarks

8:50am- 9:10am

Expectations Explored…With a Little Sparkle

A meet-your-peers session  exploring perceptions on customer  needs, wants and values. Plus most memorable customer experiences: the good, bad, and most inventive!

09:10am- 09:35am

Keynote Presentation: Product, innovation and customer centricity – the role of the Chief Customer Officer

Moving away from big ideas and strategy to delivery – the role of the CCO as a connect the dots role From strategy and process to organisational structure and culture – doing business as a customer centric organisation Should the CCO head up product development to ensure a more holistic approach to customer centric design?

Speaking
Angela Hunter
Executive Vice President & Chief Customer Officer - Prudential Assurance Company Singapore

9:35am- 10:05am

Panel Discussion: The emerging C-Suite in the age of the customer – how can each role bring equal value to the business?

Customer centricity and the role of the C-Suite: How can the Chief Executive Officer, Chief Customer Officer, Chief Marketing Officer, Chief Information Officer and Chief Operating Officer bring equal value to the business The role of the CEO in driving change and embedding customer centricity into its business foundations The ultimate disruptor: Will the emerging… Read more.

Speaking
Angela Hunter
Executive Vice President & Chief Customer Officer - Prudential Assurance Company Singapore
Caroline Gazeley
Regional Connected Product Planning Manager - GMI - General Motors International
Venkatesh Subbaraman
Regional Chief Operating Officer - ANZ

10:05am- 10:35am

Differentiating through data and design

How do you bring analytical rigour to concretely assess complex customer behaviour whilst creating distinctive products and services that infuse creativity and customer-led thinking? This presentation will explore the intersection of Design and Data as part of the emerging field of Quantified Experience Design. Quantified Experience Design (QED). QED is a big-data driven design process… Read more.

Speaking

10:35am- 11:05am

Coffee & Networking

11:05am- 11:30am

The 7-year customer experience journey: from differentiation to leadership 

Customer Experience as a differentiator  Customer Experience as a value proposition  Customer Experience as leadership 

Speaking
Jin Kang Moller
Vice President, Experience Design - OCBC Bank

11:30m- 12:00pm

The contact centre : your secret weapon in delivering exemplary customer experiences

Investing in a culture of customer centricity to meet organisational objectives Managing cultural change and internal advocacy  Creating a persistent customer-first mentality across physical and digital channels: The role of internal employee engagement 

Speaking
Martyn Riddle
Marketing Director - Verint

12:00pm- 12:25pm

Innovation in customer delight

Speaking
Sonja Piontek
Director of Marketing - BMW Group Asia

12:25pm- 12:50pm

Customers leading innovation in solution creation

Speaking
Sonali Verma
Head, Customer Centricity and InnovationRegional DBS Partnership - Manulife

Interactive Discussion Groups

Two 35-minute Discussion Groups running concurrently, hosted by 2-4 expert co-chairs. These informal discussions encourage everyone to participate and ask the questions they want the answers to. Choose your room and contribute.


Day 1 Track A – Customer Insight

1:50pm- 2:25pm

Discussion Group – TRACK A: Understanding product to market fit and the role of the customer in strategic product decision making

Understanding your existing customer base and target customer base for a more holistic approach to product innovation Ensuring your solution is commercially viable: knowing the difference between nice to have versus must have features Validating  what you are building by engaging customers in CX design

Binu Azad Speaker Chief Customer Officer Singapore event conference Asia
Binu Azad
Director Business Analytics & Partner Management - Phillips
Ho Yat-Wai
Head of Consumer Business Proprietary Card Services - American Express

2:25pm- 3:00pm

Discussion Group TRACK A – How can you use brand advocates to build more value and new products?

Understanding and addressing challenges occurring on a customer journey Using retention as  key metric: the importance of complementary solutions and up-selling in building brand advocates The importance of coordination: articulating product through marketing, sales and support teams

Sid Das Speaker Chief Customer Officer Singapore event conference Asia
Sid Das
Director, Digital Engagement - WWF International
Ho Yat-Wai
Head of Consumer Business Proprietary Card Services - American Express

Day 1 Track B – Customer Centricity

1:50pm- 2:25pm

Discussion Group TRACK B – Demonstrating ROI on customer experience initiatives

Transforming customer insights into profitable business strategies Uniting disparate sets of customer data into a master view of every customer: what metrics matter? What does ROI mean in a customer centric business? 

Evonne Quek Speaker Chief Customer Officer Singapore event conference Asia
Evonne Quek
Assistant Manager Quality Service Management, Airside Concession - Changi Airport Group
Liang Xiuming Speaker Chief Customer Officer Singapore event conference Asia
Liang Xiuming
Assistant Private Banker - ABN Amro

2:25pm- 3:00pm

Discussion Group TRACK B – Customer value proposition development

Understanding customer KPI’s and what to track Ensuring your metrics will translate into meaningful value proposition to customers Linking value creation to product longevity and ROI

3:00pm- 3:30pm

Coffee & Networking

3:30pm- 3:55pm

The role of  great customer experience in brand advocacy

Understanding your customers and how they interact with your products Addressing customer specific pain points through CX design and the role of user experience Delivering a great user experience to create true brand advocates

Speaking
Jessica Abaya
Chief Customer Experience Officer - Philippine Airlines

3:55pm- 4:20pm

Inspiring customers for social good

Aligning strategy, brand promise and customer experience Delivering on the brand promise through every channel Understanding the impact of social media and transparency on brand image and advocacy

Speaking
Sid Das
Director, Digital Engagement - WWF International

4:20pm- 4:45pm

Speed of change or change of speed?

What’s changing in the world? Integrating tech with customer experience Evolving role of marketing

Speaking
Howie H S Lau
Chief Marketing Officer - StarHub