26 JULY 2019, Friday






Welcome and opening remarks 

Rezwana Manjur, regional editor, MARKETING magazine

Customer-centric Culture



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


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

Caroline Gazeley
Senior Manager Customer Journey
Singapore Airlines



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


Morning Networking Break

Digital CX



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



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



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



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


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



Networking Lunch



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



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



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



Afternoon Networking Break

Future-proofing your CX strategies



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



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


Luke Cream
Customer Experience Leader, Asia

Raju Nair
Managing Director, Regional Head Customer Experience
DBS Bank

Linda Hassan
Senior Vice President of Marketing, Malaysia and Singapore
Domino’s Pizza

Kit Pui Lee
Vice President Brand Marketing and Communications
Pan Pacific Hotels Group

Richard Mayne
Country Head, Singapore



Closing remarks

Janice Tan, Senior Journalist, MARKETING



End of Customer Experience 2019