Agenda

26 JULY 2019, Friday

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8.00am

Registration

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8.55am

Welcome and opening remarks

Rezwana Manjur, regional editor, MARKETING magazine

Customer-centric Culture

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9.00AM

Panel discussion: resetting company cultures to achieve 100% customer-centricity

• Establishing sustainable systems around the customer and the employee
• Promoting collaboration and removing silos for optimal ROI
• Getting buy-in and keeping teams invested in an era of disruption

Moderated by:

Rezwana Manjur
Regional Editor
MARKETING

Featuring:

Nikolaus Ong
Chief Digital Officer
COMO Group

Sonali Verma
Head, Customer Experience and Innovation, Regional Bancassurance
Manulife Asia

Viswanath Ramaswamy
Senior Director, Oral and Wound Care Asia Pacific
Johnson & Johnson

James Hansford
Head of eCommerce and Singapore Call Centre
Nespresso

Caroline Gazeley
Senior Manager Customer Journey
Singapore Airlines

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9.40AM

Purpose-Driven Brand – winning customers through a powerful brand identity

Tapping into the power of social media and micro-influencers to captivate the hearts of consumers with bold campaigns
Tackling societal issues to leverage brand purpose while retaining brand’s authenticity and relevance to customers
Embracing customer-centricity and brand purpose from the inside out starting with in-house employees

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10.10am

Morning Networking Break

Digital CX

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10.30AM

Why emotional connection is your CX team’s greatest weapon

Understanding which brands have the greatest emotional connection to consumers in Singapore – and why!
Leveraging such connections to strengthen satisfaction
How prioritising and building CX strategies around emotional connections can drive improved financial outcomes

Derek Goh
Insights Director
Kadence International

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11.00AM

Leveraging AI and Smart Data to reinvigorate customer engagement

How intelligent analytics engables teams to meet increasingly demanding expectations
Achieving hyper-personalisation through deeper customer insights for greater competitive competition
Enhancing automation for faster service, improved satisfaction and increased returns

Anindya Dasgupta
Global Head of Consumer Business, Chief Marketing and Sales Officer
Fonterra

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11.30AM

Spearheading intelligent CX strategies through deeper Marketing and IT integration

Tapping on IT’s technical know-how to inform Marketing’s business objectives – and vice-versa
Identifying pain and pleasure points on the customer journey across platforms for more precise personalisation
Championing the data security agenda for greater consumer trust and retention

Harish Kundargi
ASEAN Marketing and Digital IT Head
The Coca-Cola Company

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12.00PM

Localising global brands for an enhanced customer experience

Contextualising an international brand identity for local relevance
Identifying where brand practices may need to be altered
Localising engagement, loyalty and trust

Damien Posterino
Head of Sales and Marketing
Virgin Active Fitness Clubs Southeast Asia

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12.30PM

Enhancing the user experience through design sprints

Design-thinking applied – accelerating the process, from ideation to launch
Managing the process – from digital transformation to habit formation
Lightning demonstration jam on practical applications for design sprints

Nisha Agrawal
Founder, Strategist
AGL.SG

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12.45pm

Networking Lunch

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1.45PM

International case study: how a billion dollar company successfully applied design thinking to reimagine the customer journey

Rewarding and focusing on the high-yield customers
Creating and supporting an ecosystem to keep consumers coming back
Advanced insights into preferences, values and motivators

Francis Goh
CEO & founder
Hehsed Consulting

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2.05PM

Online to offline – re-purposing your CX strategy to win tomorrow’s customers

Revolutionising retail for more immersive and interactive experiences
Strengthening omni-channel presence with a physical space
Delivering a seamless retail experience across online and offline touchpoints

Yi Lyn Tan
Head of Retail
Love, Bonito

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2.35PM

Delivering hyper-personalised retail experiences – augmented reality, interactive tools, analytics and customer service

Keeping experiences on par with great products
Delivering personalised retail experiences
Taking online personalisation capabilities into the physical space

Avis Easteal
Regional Head Of Consumer
Luxasia

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3.15pm

Afternoon Networking Break

Future-proofing your CX strategies

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3.35PM

Tailoring bespoke experiences to surprise & delight

Matchmaking your consumers with the right experiences
Building meaningful connections with consumers
Surprising and delighting – using mystery as a positive force

Zelia Leong
Co-founder
Anywhr

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4.15pm

Closing Panel Discussion: Elevating your CX strategies to rise above an ever-changing economy

Identifying KPIs and establishing a framework to measure progress
Instituting and managing agents of change
Sustaining the momentum