About Digital Transformation & Customer Experience
In today’s ever-evolving business environment, customer experience and transformation leaders have a critical role to play in the organisation to stay relevant and stay ahead of their competitors. The importance of customer centricity can be seen especially on the heels of this pandemic, as customer experience management has become the top of CEOs’ agenda and the core part of every organisation’s digital transformation program.
Digital Transformation & Customer Experience, brought to you by MARKETING-INTERACTIVE on Week 1 of Digital Marketing Asia 2020, will spearhead conversations and discussions on what mindset, digital solutions, insights and goals marketing and transformation leaders need to adopt and embody to drive positive business results in the realm of digital transformation and customer experiences.
Powerful Case Studies From
Meet Your Industry Experts
Our full line-up of expert speakers for 2020 will be announced soon – check back for regular updates!
Tony Peters
Senior Solutions Consultant
ACQUIA, Asia
Simon Dale
Managing Director
Adobe, SEA
Andreas M. Vogiatzakis
Executive Director
AMVPLUS ADVISORY, Malaysia
Mohammad Manzur Rahman
Director, Marketing, Customer Experience & Innovation
Axiata Group, Malaysia
Bim Gutierrez
Region Head of Digital & E-Commerce
Bayer, ASEAN
Rias Attar
VP Program Management, Transformation & Continuous Improvement
Caesars Entertainment Corporation, US
Rinkesh Shah
Associate Director, Digital Marketing
Cipla, India
Mehdi Shili
Global Digital Transformation Operations Director, Professional Beauty
Coty Inc., Switzerland
Franco Chiam
Digital Transformation & Innovation Head
Daimler, Singapore
Devanath Naddan
Business Development Director
Digimind
Ji Ching Tang
Head of Transformation
Eu Yan Sang, Singapore
Susie Wong
Chief Digital & Marketing Officer
Fuji Xerox, Singapore
Sara Sjöberg
Head of Personalisation & Loyalty
H&M, Sweden
Craig Wheeler
Group Ecommerce Director
Kanmo Group, Indonesia
Wendy McEwan
Head of Marketing
Knight Frank, Singapore
Ziad Kaddoura
Managing Director
LUSH Cosmetics, MENA
Edwin Sugianto
Chief Operating Officer & Chief Marketing Officer
Mandiri AXA Insurance, Indonesia
Bart Buiring
Chief Sales & Marketing Officer APAC
Marriott International, APAC
Emily Dowling
Marketing Director
Mars Pet Nutrition, Australia
Kaveri Khullar
VP Regional Consumer Marketing
Mastercard Asia Pacific
Raymond Siva
Chief Marketing Officer
Malaysia Digital Economy Corporation (MDEC), Malaysia
Saurabh Prakash
Group VP of Global Marketing
Millennium Hotels & Resorts, Singapore
Tarun Minocha
Director of Digital Engagement and Analysis
Optum (A UnitedHealth Group Company), India
Mohamed Abo El Fotouh
Digital Transformation & Marketing Capability Director
PepsiCo, AMESA
Alexandra Retif-Gaillard
Head of Global Digital Marketing Growth
Philips Morris International, Switzerland
Amalia Sarah Santi
VP of Marketing Investment and Digital Transformation
PT Paragon Technology and Innovation, Indonesia
Dr Nicco Tan
Vice President Marketing
Resorts World Genting, Malaysia
Leroy Chua
Regional Director, Digital Marketing
Shiseido Group, APAC
Meagan Suckling
Director of Global Brand Partnerships
Shutterstock
Joan Cheong
Director, Digital Wealth Management
Standard Chartered, Singapore
Haymans Fung
Chief Digital and Marketing Officer
Sun Life, Hong Kong
Jenni Barnett
Executive Director of Digital
Telstra, Australia
If you’d like to suggest a speaker/topic or apply to speak at Digital Marketing Asia 2020 please contact Production Team at production@marketing-interactive.com.
Agenda
Digital Transformation & Customer Experience
10 November (Tuesday)
9.00am
Elevating digital agility: How marketing should leverage on the growing relationship with technology & IT services
- Strive for full data density to promote richer relationships with your consumer
- Driving for automation to act in real time and capture the audience’s short attention span
- Moving from discrete customer experiences to a connected consumer experience
Dr Nicco Tan, Vice President Marketing, Resorts World Genting, Malaysia
9.40am
Embracing change: everage modern technology to quickly realise competitive advantage
- Empowering your marketing department to embrace and adapt quickly by starting small
- Scaling your digital transformation efforts with the use of data, analytics & AI
- Acting on changes in customer behaviour in realtime to pre-empt their
Rias Attar, VP Program Management, Transformation, Integration, and Continuous Improvement, Caesars Entertainment Corporation
10.20am
Screen Break Activity
10.35am
[Panel Discussion] From isolated data silos to holistic data networks: visualising your customer’s journey map for effective business growth
- Creating a cohesive data flow of your customer’s lifecycle to uncover high impact touchpoints to boost customer acquisition
- Transforming discrete data into richer personalised profiles to provide contextual insights and develop better re-targeting success rates
- Providing real-time analytics to offer deeper engagement with your customer base to maximise lifetime value
Emily Dowling, Marketing Director, Mars Pet Nutrition, Australia
Panelist:
Saurabh Prakash, Global VP Marketing, Millenium Hotels and Resorts, Singapore
Panelist:
Madhav Malhotra, Senior Vice President & Head of Customer Services, Jio, India
Moderator:
Tony Peters, Senior Solutions Consultant, ACQUIA, Asia
11.15am
Quick fix or Right fix: Key considerations before deciding on outsourcing technology solutions
- Optimising your marketing and operating structure for increased speed in transformation to keep up with market changes
- Increasing transparency of your ROI to better quantify the success of your strategies
- A greater sense of control over the differentiation process to increase brand unique selling points
11.55am
Screen Break Activity
12.10pm
Securing consumer confidence: Mitigating the risk of data breach with modern data protection.
- Applying data mapping to skim away excess and unnecessary customer data storage
- Focusing your applied analytics to minimise untested and unsupervised algorithms
- Empowering customers to choose to share their data
12.50pm
[Panel Discussion] C-Suite Insights: Boosting your CX team’s agility in fostering company-wide innovation
- Decentralising the specialist role of customer experience and creating instead a center of excellence
- Invigorate the brand economy and increase the lifecycle of the consumer through a journey map
- Automating processes to increase the real-time agility of your company
Panelist:
Haymans Fung, Chief Marketing Officer, Sun Life
Panelist:
Edwin Sugianto, Chief Marketing & Chief Operations Officer, AXA-Mandiri Insurance, Indonesia
Susie Wong, Chief Digital & Marketing Officer, Fuji Xerox, Singapore
Moderator:
Wendy McEwan, Head of Marketing, Knight Frank, Singapore
1.30pm
Lunch Break
End of conference Day 1
4.00pm
Virtual Roundtable: Lead with marketing: Accelerate your business’ customer-centric digital transformation strategy.
- The inevitable necessity for digital-first organisations to thrive in present-day digital-first economies
- Merge human expertise with technological infrastructure to accelerate digital evolution
- Prioritise first-class product content as the foundation of your organisation’s digital strategy
11 November (Wednesday)
9.00am
Identify critical metrics to measure digital transformation success
- Streamlining your metrics of measurement to accelerate transformation
- Key considerations when making digital investments
- Securing the top-management buy in for your digital transformation project
Speaker:
Mehdi Shili, Global Digital Transformation Operations Director, Professional Beauty, Coty Inc., Switzerland
9.40am
Win back market share: Recapturing consumers through social listening tools
- Understanding customer’s pain points in the new normal
- How to optimize your purchase and post-purchase stages
- Creating opportunities to turn disgruntled customers into brand advocates
Speaker:
Devanath Naddan, Business Development Director, Digimind
10.20am
Screen Break Activity
10.35am
[Panel Discussion] Audience-based advertising – singling out the perfect moment for effective conversion
- Bridging your CRM with media to create strategies that maximise targeting
- Tapping into the increased video consumption uptime to effectively market to your customers
-
Using new technology effectively to boost engagement on social media
Meagan Suckling, Director of Global Brand Partnerships, Shutterstock
Leroy Chua, Regional Director, Digital Marketing, Shiseido Group, APAC
Panelist:
Amalia Sarah Santi, Chief Marketing Officer, PT. Paragon Technology & Innovation, Indonesia
11.15am
Adapt to survive: How leading brands outshine in times of uncertainty
- Working across functions to be able to maximise your sales conversion
- Optimising your spending and creating a focused core within your business objectives
- Powering new digital channels for your brand to maintain digital presence
11.55am
Screen Break Activity
12.10pm
Services personalisation for an instant connection to your market segments
- The value of context to perform more accurate personalisation marketing campaigns
- Reacting to the customer’s emotional cues in real time at a scale
- Leveraging digital capabilities like AI & ML to succeed in hyperpersonalisation targeting
Speaker:
Alexandra Retif-Gaillard, Vice President Digital Marketing, Signify, Switzerland
12.50pm
[Panel Discussion] Lessons learned towards digital transformation: Striking a balance between customer and management expectations
- Empowering internal stakeholders to bolster external consumer confidence
- Creating scalable projects to prove digitisation success early on
- Practice transparency with customer facing initiatives to earn consumer empathy
Panelist:
Joan Cheong, Director, Digital Wealth Management, Standard Chartered, Singapore
Mohammad Manzur Rahman, Director, Marketing, Customer Experience & Innovation, Axiata Group, Malaysia
Jenni Barnett, Executive Director of Digital, Telstra, Australia
Moderator:
Raymond Siva, Chief Marketing Officer, MDEC, Malaysia
1.30pm
Lunch Break
End of conference Day 2
4.00pm
Industry reset: Fireside Chat with Sir Martin Sorrell (LIVE SESSION)
In an honest, no holds barred 1-on-1 style session, Sir Martin Sorrell will be discussing on marketing and ad world transformation, client shifts and what rebounding from the crisis will look like. We will also be taking questions LIVE from audience members on the changes the industry is facing.
Sir Martin Sorrell, Founder and Executive Chairman of S4 Capital, Founder of WPP
Rezwana Manjur, Regional Editor, MARKETING INTERACTIVE
12 November (Thursday)
9.00am
Transition to the next normal: Redefining customer experience to changing consumer context
- Understanding the changing consumer behaviour in a post-covid reality
- Prioritising the digital experience in order to stand out in a cluttered digital landscape
- Keep a finger on the pulse of consumer sentiments to be able to pivot at speed
Aswaina Seroja, Chief Consumer Officer, L’Oreal Indonesia
9.40am
Doing more with less: Building a business case for customer-centric investments
-
Assessing your customer’s confidence and brand trust in the new normal to understand where your pain points lie
-
Increasing social media capabilities to capture the increased screen-time with the audience
-
Investing and scaling what already works to maximise outcome
Speaker:
Tony Peters, Senior Solutions Consultant, ACQUIA, Asia
10.20am
Screen Break Activity
10.35am
[Panel Discussion] Humanising innovations: Aligning your digital footprint with your brand promise
- Accelerate digital processes to exceed customer expectations and earn brand loyalty
- Evolving customer experience strategies across all channels to adapt to their ever-changing wants and needs
- Diversifying market reach to be the go-to lifestyle brand for the consumer
Panelist:
Craig Wheeler, Group eCommerce Director, Kanmo Group
Panelist:
Rinkesh Shah, Associate Director, Digital Marketing, Cipla
Panelist:
Bim Gutierrez, Head of Digital & eCommerce, Bayer, ASEAN
Panelist:
Kaveri Khullar, VP Regional Consumer Marketing, Mastercard Asia Pacific
Moderator:
Andreas M. Vogiatzakis, Executive Director, AMVPLUS ADVISORY, Malaysia
11.15am
Elevating customer journey in real time with multi-channel AI tools
- Predicting behaviour and personalising recommendations at scale
- Harvesting consumer sentiments in real time to optimise marketing campaigns
- Presenting the full-funnel experience to your consumers
Tarun Minocha, Director of Digital Engagement and Analytics, Optum (United Health Group Organisation) India
11.55am
Screen Break Activity
12.10pm
Taking your loyalty program digital: Engaging your consumers without disruptions.
- Incentivise behaviour that helps improve engagement
- Build rich and rigorous customer profiles to offer relevant rewards
- Create a multi-pronged approach to ensure you’re always front of mind for buyers
Sara Sjöberg, Head of Personalisation & Loyalty, H&M, Sweden
12.50pm
[Panel Discussion] Marketing foresight, planning and preparation: Battling unprecedented crisis through customer-centric transformation
- Defining strategic goals with a specific timeline for your digitisation projects
- Empowering your team and advocate for customer-first mindset to develop new processes and innovations
- Building cross-functional teams to create holistic transformations that start with marketing
Mohamed Aboelfotouh, Digital Transformation & Marketing Capability Director, PepsiCo, AMESA
Bart Buiring, Chief Sales & Marketing Officer, Marriott International, APAC
Panelist:
Ziad Kaddoura, Managing Director, LUSH Cosmetics MENA
Panelist:
Franco Chiam, Digital Transformation & Innovation Head, Daimler, Singapore
Ji Ching Tang, Head of Transformation, Eu Yan Sang, Singapore
1.30pm
Lunch Break
End of conference Day 3
4.00pm
Virtual Roundtable: Future-proofing your business to create a sustainable digital organisation beyond 2020
- Debating the future of work and how the model has changed due to this global crisis
- The importance of agility in planning for the future of businesses
- Key areas of consideration when strategising digital investments for an organization
Who Should Attend
C-Suite
- Chief Marketing Officer
- Chief Customer (experience) Officer
- Chief Transformation Officer
- Chief Technology Officer
- Chief Digital Officer
- Chief Innovation Officer
- Chief Strategy Officer
- CEO / Managing Director
VPs/Directors/Heads/Leaders of
- Customer experience
- Business transformation
- Digital transformation
- Digital/integrated marketing
- Customer data and analytics
- Channel management
- Client experience
- Customer engagement
- Customer excellence
VPs/Directors/Heads/Leaders of
- Customer Success
- Contact Center
- Digital innovation/strategy
- Enterprise architecture
- Marketing leaders focusing on CX projects
- CRM/CX project leaders
- Digital transformation leaders focusing on CX
- Application leaders supporting CRM/CX
- IT leaders supporting customer service