Theme 1 Week 1

Digital Transformation & Customer Experience

Presented By

 

10-12 NOVEMBER | 9AM – 1.30PM (GMT+8 / SGT)

#DIGITALMARKETINGASIA

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About Digital Transformation & Customer Experience

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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

Tony Peters

Senior Solutions Consultant

ACQUIA, Asia

Mohammad Manzur Rahman

Mohammad Manzur Rahman

Director, Marketing, Customer Experience & Innovation

Axiata Group, Malaysia

Bim Gutierrez

Bim Gutierrez

Region Head of Digital & E-Commerce

Bayer, ASEAN

Rias Attar

Rias Attar

VP Program Management, Transformation & Continuous Improvement

Caesars Entertainment Corporation, US

Rinkesh Shah

Rinkesh Shah

Associate Director, Digital Marketing

Cipla, India

Mehdi Shili

Mehdi Shili

Global Digital Transformation Operations Director, Professional Beauty

Coty Inc., Switzerland

Franco Chiam

Franco Chiam

Digital Transformation & Innovation Head

Daimler, Singapore

Devanath Naddan

Devanath Naddan

Business Development Director

Digimind

Susie Wong

Susie Wong

Chief Digital & Marketing Officer

Fuji Xerox, Singapore

Sara Sjöberg

Sara Sjöberg

Head of Personalisation & Loyalty

H&M Group, Sweden

Craig Wheeler

Craig Wheeler

Group Ecommerce Director

Kanmo Group, Indonesia

Ziad Kaddoura

Ziad Kaddoura

Managing Director

LUSH Cosmetics, MENA

Edwin Sugianto

Edwin Sugianto

Chief Operating Officer & Chief Marketing Officer

Mandiri AXA Insurance, Indonesia

Bart Buiring

Bart Buiring

Chief Sales & Marketing Officer APAC

Marriott International, APAC

Emily Dowling

Emily Dowling

Marketing Director

Mars Pet Nutrition, Australia

Kaveri Khullar

Kaveri Khullar

VP Regional Consumer Marketing

Mastercard Asia Pacific

Tarun Minocha

Tarun Minocha

Director of Digital Engagement and Analysis

Optum (A UnitedHealth Group Company), India

Mohamed Abo El Fotouh

Mohamed Abo El Fotouh

Digital Transformation & Marketing Capability Director

PepsiCo, AMESA

Alexandra Retif-Gaillard

Alexandra Retif-Gaillard

Head of Global Digital Marketing Growth

Philips Morris International, Switzerland

Amalia Sarah Santi

Amalia Sarah Santi

VP of Marketing Investment and Digital Transformation

PT Paragon Technology and Innovation, Indonesia

Dr Nicco Tan

Dr Nicco Tan

Vice President Marketing

Resorts World Genting, Malaysia

Leroy Chua

Leroy Chua

Regional Director, Digital Marketing

Shiseido Group, APAC

Meagan Suckling

Meagan Suckling

Director of Global Brand Partnerships

Shutterstock

Joan Cheong

Joan Cheong

Director, Digital Wealth Management

Standard Chartered, Singapore

Haymans Fung

Haymans Fung

Chief Digital and Marketing Officer

Sun Life, Hong Kong

Jenni Barnett

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
Resorts World Genting_ Nicco Tan speaking at Digital Marketing Asia 2020Speaker:
Dr Nicco Tan,
Vice President Marketing, Resorts World Genting, Malaysia

9.40am

Embracing change: Leverage 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

Caesars Ent Corp_Rias AttarSpeaker:
Rias Attar,
VP Program Management, Transformation, Integration, and Continuous Improvement, Caesars Entertainment Corporation, US

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
Mars_Emily Dowling speaking at Digital Marketing Asia 2020Panelist:
Emily Dowling,
Marketing Director, Mars Pet Nutrition, Australia

Panelist:
Madhav Malhotra,
Senior Vice President & Head of Customer Services, Jio, India

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

Sun Life_Haymans FungPanelist:
Haymans Fung
, Chief Digital and Marketing Officer, Sun Life, Hong Kong

AXA Mandiri Insurance-Edwin Sugianto speaking at Digital Marketing Asia 2020Panelist:
Edwin Sugianto,
Chief Marketing & Chief Operations Officer, AXA-Mandiri Insurance, Indonesia

FujiXerox_Susie Wong speaking at Digital Marketing Asia 2020Panelist:
Susie Wong,
Chief Digital & Marketing Officer, Fuji Xerox, Singapore

1.30pm

Lunch Break

End of conference Day 1

11 November (Wednesday)

9.00am

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 focus core within your business objectives
  • Powering new digital channels for your brand to maintain digital presence

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

Digimind_Devanath NaddanSpeaker:
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
  • Instagram filters and how they can be used effectively
Shutterstock_Meagan SucklingPanelist:
Meagan Suckling, Director of Global Brand Partnerships, Shutterstock
Shiseido APAC_Leroy Chua speaking at Digital Marketing Asia 2020Panelist:
Leroy Chua, Regional Director, Digital Marketing, Shiseido Group, APAC
PT Paragon Technology & Innovation_Amalia Sarah Santi speaking at Digital Marketing Asia 2020Panelist:
Amalia Sarah Santi,
VP Marketing Investment & Digital Transformation, PT Paragon Technology & Innovation, Indonesia

11.15am

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

Coty Inc_Medhi ShiliSpeaker:
Mehdi Shili, Global Digital Transformation Operations Director, Professional Beauty, Coty Inc., Switzerland

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

Philip Morris International_Alexandra GaillardSpeaker:
Alexandra Gaillard, Head of Digital Marketing Growth, Philip Morris International, Switzerland

12.50pm

[Panel Discussion] Lessons learned post crisis: Balancing customer and management expectations in the digitisation process

  • 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

Standard Chartered_Joan Cheong speaking at Digital Marketing Asia 2020Panelist:
Joan Cheong, Director, Digital Wealth Management, Standard Chartered, Singapore

Axiata_Manzur Rahman speaking at Digital Marketing Asia 2020Panelist:
Mohammad Manzur Rahman, Director, Marketing, Customer Experience & Innovation, Axiata Group, Malaysia
Telstra_Jenni Barnett speaking at Digital Marketing Asia 2020Panelist:
Jenni Barnett, Executive Director of Digital, Telstra, Australia

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.

S4 Capital_ Martin SorrellSpeaker:
Sir Martin Sorrell, Founder and Executive Chairman of S4 Capital, Founder of WPP
MARKETING-RezModerator:
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

LOreal_Aswaina Seroja speaking at Digital Marketing Asia 2020Speaker:
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

ACQUIA_Tony PetersSpeaker:
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

Kanmo Group_Craig WheelerPanelist:
Craig Wheeler, Group eCommerce Director, Kanmo Group, Indonesia

Cipla_Rinkesh ShahPanelist:
Rinkesh Shah
, Associate Director, Digital Marketing, Cipla, India

Bayer_Bim GutierrezPanelist:
Bim Gutierrez
, Head of Digital & eCommerce, Bayer, ASEAN

Mastercard_Kaveri KhullarPanelist:
Kaveri Khullar,
VP Regional Consumer Marketing, Mastercard Asia Pacific

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

Optum_Tarun speaking at Digital Marketing Asia 2020Speaker:
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

H&M_Sara Sjîberg speaking at Digital Marketing Asia 2020Speaker:
Sara Sjöberg, Head of Personalisation & Loyalty, H&M Group, 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
PepsiCo_Mohamed AboelfotouhPanelist:
Mohamed Aboelfotouh, Digital Transformation & Marketing Capability Director, PepsiCo, AMESA
Marriott International_Bart BuiringPanelist:
Bart Buiring, Chief Sales & Marketing Officer, Marriott International, APAC

Lush Cosmetics_Ziad KaddouraPanelist:
Ziad Kaddoura
, Managing Director, LUSH Cosmetics, MENA

Daimler_Franco ChiamPanelist:
Franco Chiam, Digital Transformation & Innovation Head, Daimler, Singapore

1.15pm

Lunch Break

End of conference Day 3

4.00pm

Post-conference Virtual Roundtable (By invitation only)

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

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