Theme 2, 29 Nov: Seamless Commerce

Unifying experiences for a connected customer journey

In 2023, we witnessed a staggering 2.64 billion digital consumers, representing an impressive 33.3% of the global population. In other words, one out of every three individuals you encounter is an online shopper. This upward trajectory shows no signs of slowing down, as projections estimate a rise to 2.71 billion in 2024 and 2.77 billion in 2025.

Savvy marketers are continuously refining their strategies to deliver exceptional omni-channel experiences to consumers because they understand that success lies in connecting with this expanding online shopper base across various touch-points and catering to their evolving expectations.

Join us as we delve into Theme 2: Seamless Commerce sessions on 29 November.

Save the date and prepare to unlock invaluable insights and actionable strategies that will empower you to create seamless and consistent experiences across all channels. Together, we will unlock the power of seamless commerce, shaping the future of customer experiences across all channels.

Agenda

29 November

0830 – 0900

Registration

0900 – 0930

[Opening keynote]

Seamless 360: Unveiling key trends and meeting customer expectations

Examine the key trends shaping customer expectations in the digital landscape and how they impact the overall customer experience.
Discover effective strategies and best practices for delivering exceptional customer interactions across multiple channels and touchpoints.
Identify how to leverage personalisation techniques to create highly tailored and engaging experiences that resonate with customers throughout their entire journey.

Speaker:

Sushmita Mohapatra

Global CX Strategist

Reckitt

0930 – 1000

[Case study]

Mastering seamless interactions: Navigating the omnichannel customer journey

Recognise the pivotal significance of seamless interactions in the omnichannel customer journey and its impact on customer satisfaction.
Get to know game-changing techniques for identifying touchpoints and mapping the customer journey across various channels.
Discover impactful strategies for aligning online and offline channels to create seamless experiences, ensuring consistency and engagement throughout the customer journey.

Speaker:

Cedric Dias

Group Head of Marketing

OONA Insurance

1000 – 1030

Morning networking break

1030 – 1100

[Panel discussion]

The loyalty code: Building customer devotion that lasts

Unravel the secrets of nurturing loyalty in a seamless commerce environment and learn how to create consistent experiences that inspire unwavering customer devotion.
Discover how to personalise offers and provide exceptional customer service across channels to create meaningful connections with customers for lasting relationships.
Dive into highly effective strategies for designing and implementing loyalty programmes that incentivise customer engagement and reward loyalty, leading to repeat purchases and increased customer lifetime value.

Moderator:

Charline Boccara

VP Digital, Distribution & Loyalty – Asia

Accor

Speakers:

Shayan Hazir

Chief Digital Officer, ASEAN

HSBC

Adam Cowlishaw

Head of Marketing

Johnson & Johnson

Belinda Clark

CX Strategy Director

RAPP Singapore

1100 – 1130

[Case study]

Decoding omnichannel insights: Powering seamless customer journeys with analytics

Delve into the importance of analytics in achieving omnichannel success and how it enables businesses to gain deep insights into customer behaviour and preferences across various channels.
Identify essential metrics and techniques for effectively gathering and analysing data on customer interactions to uncover valuable insights and trends.
Find out how to leverage these analytics insights to personalise customer experiences, tailor messaging and offers, and create a seamless journey as they navigate effortlessly from one touchpoint to another.

Speaker:

Sumit Ramchandani

Group Head of Omnichannel Marketing

AIA Group

1130 – 1200

[Case study]

The sales growth accelerator: Supercharge your marketing campaigns with predictive personalisation

Harness the power of AI-driven predictive personalisation to create tailored offerings that resonate with individual customers.
Discover how to leverage predictive modelling to forecast customer behaviours, preferences, and responses, enabling tailored and targeted marketing strategies.
Recognise the importance of customer lifetime value prediction and campaign ROI forecasting in optimising resource allocation and improve conversion rates to boost sales growth.

Speaker:

Jayss Rajoo

Director of Marketing & Innovation

Pizza Hut

1200 – 1230

[Case study]

Reimagining B2B success: Unleashing the power of omnichannel transformation

Explore the evolving landscape of B2B marketing and the indispensability of omnichannel strategies in effectively reaching and engaging modern buyers.
Understand the emerging “rule of thirds” in B2B sales, where customers increasingly embrace a balanced mix of traditional sales, remote interactions, and self-service channels at every stage of the buying journey.
Gain actionable insights and strategies to capitalise on the immense potential of omnichannel marketing, enabling businesses to forge stronger customer relationships, optimise sales processes, and outperform competitors.

Speaker:

Soumik Chakraborty

Digital Marketing Native, Trainer, Consultant, Entrepreneur

AAR Consultancy

1230 –1330

Networking lunch

1330 – 1400

[Panel discussion]

Igniting commerce success: Boosting engagement and sales through the power of social media

Look into the transformative potential and impact of social media on commerce and how it can be leveraged to drive engagement and skyrocket sales.
Learn strategies and industry-best practices for integrating social media platforms into your commerce strategy, maximising reach and audience engagement.
Reveal the game-changing techniques for leveraging social media to unlock unparalleled success, including leveraging user-generated content, influencer partnerships, and social shopping features.

Moderator:

Manisha Seewal

Former CMO

Ebay

Speakers:

Olivier Girard

Head of Services, APAC

Digimind

Chua Ke Wei

Head of Marketing

Fitness First

Norman Tan

Global Marketing Strategy Leader

Zespri International

1400 – 1430

[Case study]

Breaking down silos for seamless commerce success

Learn the importance of breaking down data silos and integrating customer data from various sources for seamless commerce success.
Unveil powerful strategies and techniques to effectively integrate data from CRM, websites, mobile apps, and POS systems.
Unlock the ability to create a unified view of your customers and deliver highly personalised experiences that that drive customer satisfaction and business growth.

Speaker:

Ravi Shankar

Chief Marketing Officer

CARSOME

1430 – 1500

[Case study]

From data to business outcomes: Harnessing data-driven insights for greater performance optimisation

Fundamentals of modern data strategy and a data culture within organisations (including data governance)
Maximising business performance through data democratisation in customer journeys
Enhancing organisational and operational efficiencies, and a look at some supporting use cases

Speaker:

Nikolaus Ong

Chief Operations Officer (COMO Group)

Comoclub

1500 – 1530

Afternoon cocktail break

1530 – 1600

[Case study]

Maximising eCommerce's impact: From fragmented data sources to actionable insights

Learn how to streamline diverse data sources for a unified view.
Discover the utilisation of advanced algorithms to forecast trends, customer preferences, and market demands.
Leverage actionable insights to craft tailored customer experiences, optimise product recommendations, and enhance -engagement through targeted marketing campaigns.

Speaker:

Ankit Madhogaria

Head of Ecom, SEA

PUMA South East Asia

1600 – 1630

[Closing panel discussion]

Towards seamless commerce success: Conquering challenges and future-proofing your strategy

Identify and address common challenges in implementing seamless commerce, including data privacy concerns and the need for organisational alignment and technology integration.
Gain insights into emerging trends and developments in the seamless commerce landscape, encompassing groundbreaking advancements in technology and shifting customer expectations.
Learn practical strategies and best practices to future-proof your seamless commerce strategy, ensuring its adaptability and relevance in the ever-evolving digital marketplace.

Moderator:

Soumik Chakraborty

Digital Marketing Native, Trainer, Consultant, Entrepreneur

AAR Consultancy

Speakers:

Krisha Dy

Brand Experiences Director

Colgate-Palmolive

Alvin Neo

Chief Customer & Marketing Officer

FairPrice Group

Vanessa Yeo Barger

General Manager, Marketing

Lenskart

1630

End of conference

REQUEST AGENDA

Theme 1

Theme 3

Who should sponsor?

If your organisation provides services or solutions in the following area, you will be perfect for this theme:

Ecommerce platforms
Customer relationship management (CRM) software providers
Marketing automation and personalisation platforms
Data integration and analytics providers
Social media monitoring and sentiment analysis providers

Mobile commerce (mCommerce) solution providers
Customer experience (CX) and user experience (UX) solution providers
Payment solution providers
And many more!

Get in touch with us at partnerships@marketing-interactive.com to find out more.

REQUEST BROCHURE

Sushmita Mohapatra

Global CX Strategist

Reckitt

Sushmita enjoys being the consumer voice in marketing teams, trying to find the consumer’s reason to engage, within the deluge of data, business objectives and campaign performances. Having worked across sectors, from Proptech, Consulting to FMCG, in growth and consumer marketing teams, she loves finding a good story to tell!

Cedric Dias

Group Head of Marketing

OONA Insurance

Cedric Dias is Group Head of Digital and New Growth at Oona Insurance, a Warburg Pincus sponsored company focused on building the most customer-driven general insurer in SEA. He assumes the responsibility for the Oona Brand as well as driving customer centricity and direct-to-customer initiatives including CX and customer growth. Dias has a Bachelor’s Degree in Electronics & Telecommunications and a Masters in Management Studies, both from Mumbai University.

Charline Boccara

VP Digital, Distribution & Loyalty – Asia

Accor

Charline Boccara has spent her career within Accor – a worldwide hospitality leader – across various roles & countries for close to 15 years. Her experience and passion for discovery and travel have led her from New York to London to Paris all the way to Asia.

Currently based in Singapore, Boccara is responsible for the overall e-commerce and digital performance of Accor in Southeast Asia, Japan, South Korea and India. Her scope covers commercial and distribution strategy for online travel agencies and connected clients as well as e-commerce, digital marketing and customer Engagement for ALL (Accor Live Limitless).

Focusing on travellers’ behaviours, her Digital & Distribution team oversees maximising Accor’s digital ecosystem and web performance across a network of 400+ hotels across 15 countries and Points of Sales in Asia by building locally relevant strategy to recruit, retain and activate clients across all digital touch points.

Shayan Hazir

Chief Digital Officer, ASEAN

HSBC

Shayan Hazir brings 18 years of leadership experience across HSBC’s footprint markets including Hong Kong, Singapore, Malaysia and the United Arab Emirates. As chief digital officer, ASEAN, HSBC, Hazir is responsible for developing and implementing the enterprise level digital strategy for HSBC in South East Asia. Hazir continues to build on HSBCs strategic imperatives of “digitizing at scale” and is an industry thought leader for core and emerging technologies.

Adam Cowlishaw

Head of Marketing

Johnson & Johnson

Adam W. Cowlishaw is Head of Marketing at Johnson & Johnson Vision Care in Singapore, home to the world’s most trusted brand of contact lenses, ACUVUE®. His current remit includes commercial strategy, brand marketing, integrated communications and campaigns, CRM, eCommerce, and product management.

Under Cowlishaw’s leadership, the business has delivered record-breaking market share growth, enabled by a programme of transformative business model and patient access innovations that have helped more and more patients see and live better.

As a global citizen, Cowlishaw is a people-centric leader who is committed to diversity and inclusion, and since 2021 he has served as a member of Johnson & Johnson’s DEI Council and co-lead of the Open&Out employee resource group.

Belinda Clark

CX Strategy Director

Rapp Singapore

Belinda Clark is a Customer Experience Strategy Director at RAPP Singapore, a data-driven marketing and creative agency, part of the global Omnicom network. She is a skilled Customer Experience, CRM and loyalty strategist with over 16 years of experience across APAC and the UK/Europe. She has been with RAPP for 7 years, first in the UK and now leading strategy in Singapore.

Clark works with APAC & MENA clients in the Automotive, Luxury, Travel & Retail industries, and is also part of the RAPP Global Leadership team, enabling her to tap into the global network for sharing and collaboration. She is adept at omnichannel customer experience planning and loyalty, understanding how to execute first-party data strategies and supporting businesses in their digital transformations.

Originally from New Zealand and having worked in Australia and the UK/Europe, Belinda has a good understanding of the unique needs and experiences of customers around the world.

Sumit Ramchandani

Consultant

Sumit Ramchandani is a commercial-driven marketing leader with deep expertise in omnichannel marketing, lead management and revOps, across fintech, Web3 and technology sectors. Currently as the founding partner of XL-Asia, he serves as the chief of growth at aarna.ai, an AI-driven web3 digital asset management protocol. His leadership in previous roles at AIA Insurance, Blueshift, AirAsia Media Group and eBay has consistently delivered significant growth, across APAC and North America.

Jayss Rajoo

Director of Marketing & Food Innovation

Pizza Hut

Jayss Rajoo, an accomplished marketer with 20+ years of diverse business acumen, excels in commercial management, strategic marketing, and brand innovation. A trailblazing entrepreneur, Rajoo pioneered patented packaging designs, fostering unique brand identities. Rajoo thrives on unorthodox thinking, leveraging digital trends and pop culture to spark conversations. She notably propelled Pizza Hut as Singapore’s pioneer consumer brand to integrate AI into campaign creatives.

Soumik Chakraborty

Digital Marketing Native, Trainer, Consultant, Entrepreneur

AAR Consultancy

Soumik is a seasoned digital marketer with 14 years of experience and a proven track record of success. Featured in Straits Times, Asian Entrepreneur, CNA, Amazon, and more, his expertise spans Startups, SMEs, and Fortune 50-200 Companies. Soumik is not only a respected consultant and trainer but also a generous mentor, offering pro bono training to those eager to embark on a digital learning journey. He has successfully spearheaded campaigns for over 60 companies and has enriched the skills of more than 7,000 participants through public and corporate training. For the past 6 years, he has been steering his own consultancy and training firm, mentoring students and startups, and making a real difference in the digital marketing landscape.

Manisha Seewal

Former CMO

Ebay

Manisha Seewal is the Group President of Redhill Communications Pte Ltd – world’s second fastest growing PR agency (PRovoke 2023 rankings) with offices in over 20 countries. She oversees the agency’s global business functions and operations. She has 20 years of Marketing experience ranging from Banking, Insurtech, start-ups and marketplaces.

Before Redhill she was the Chief Marketing Officer of eBay’s 3 portfolio companies in Australia – Gumtree, Carsguide and Autotrader where she led the digital transformation of the entire Marketing and Editorial function for the three brands.

Seewal is a leader in the Digital Transformation space. She has led several “Singapore’s first” digital transformation initiatives, which include Singapore’s first “Netflix for Cars”- a car subscription-based service and Singapore’s first ChatBot from a life insurer.

She has been featured in top media like Channel News Asia, Business Times, Techerati, Spotify Podcasts, Marketing Magazine and several others. Seewal is listed amongst the world’s Top 100 Most Influential Communicators, Top 100 Chief Marketing Officers and Top 50 Women leaders in Asia.

Olivier Girard

Head of Services, APAC

Digimind

With a focus on data management and business intelligence, Olivier Girard is deeply passionate about helping digital marketers deploy the best strategies for competitive and market intelligence within their organizations.

At Digimind, he oversees all client relations across the Asia Pacific region and supports the strategic development of the projects, harnessing social intelligence for their business goals. He is also a regular guest speaker at INSEAD and ESSEC Singapore’s MBA and EMBA programmes, where he advocates the power of competitive and market intelligence for business development.

Chua Ke Wei

Head of Marketing

Fitness First

Chua Ke Wei brings over 12 years of experience in marketing across various industries. Passionate about enabling businesses, her expertise goes beyond traditional marketing, using insights to achieve commercial goals through marketing strategies that combine storytelling with data-driven approaches. This blend of creativity and analytics marks her position as a marketer who thrives on integrating hard data with soft creativity for positive business impact and audience engagement, as she aligns sales and marketing goals.

In her current role as Head of Marketing at Fitness First Singapore, Chua leads marketing transformation initiatives with a sharp focus on aligning strategies with business goals, building lasting brand connections, and shaping innovative customer experiences that drive growth and loyalty.

Norman Tan

Global Marketing Strategy Leader

Zespri International

Norman Tan is currently one of the Global Marketing Strategy Leaders at Zespri, a Kiwi Fruit Brand that punches above its weight in the global Fruits category. He is a hands-on, innately entrepreneurial digital-first marketer who thrives on continuous learning, innovation, developing teams and enabling cross-functional integration.

Ravi Shankar

Chief Marketing Officer

CARSOME

Ravi Shankar is a versatile branding and marketing professional with 15+ years of experience driving growth and improving customer satisfaction for companies in the APAC region. He possesses a unique combination of marketing, business, and technical expertise, allowing him to develop effective marketing strategies that align with business objectives.

With strong commercial acumen, Shankar effectively uses data to inform business decisions and communicate the business impact of marketing initiatives, making him an effective leader and partner for cross-functional teams. His unique skill set allows him to bring a fresh perspective to marketing efforts and deliver tangible results.

In addition to his professional achievements, Shankar is passionate about mentoring young marketing professionals and staying up-to-date on the latest advancements in AI and technology.

Nikolaus Ong

Chief Operations Officer (COMO Group)

Comoclub

Nikolaus Ong, a seasoned digital business builder, is at the forefront of shaping business agendas. His role centres on driving growth through innovative solutions to critical customer and business challenges He’s led global initiatives involving diverse teams across various geographies, spanning Multi-Marketing, Partnerships, Digital Product Development, Data & Analytics, and Technology. His focus is unwavering: business strategy, accelerating growth, and delivering impactful solutions.

Ong brings a rich professional history, managing global roles from Silicon Valley to prestigious digital agencies and multi-national companies. His impressive clientele includes industry giants such as Wells Fargo, BlackRock, and Intel. He returned to Singapore, where he spearheaded digital transformation for Fortune 500 companies like Dell EMC and Aviva Financial Services, and now leads a growing business in Comoclub, a COMO Group company, with full P&L accountability.

He thrives in high-performance settings, recognised for his natural leadership abilities, where businesses benefit from his commercial acumen and unwavering commitment to foster excellence within diverse teams where he skillfully melds executive vision with hands-on execution to uphold overarching strategies.

Ankit Madhogaria

Head of Ecom, SEA

PUMA South East Asia

Ankit currently the head of ecommerce for PUMA South East Asia since and is responsible for driving SEA Ecom Sales and EBIT through technology adoption, operations, performance marketing, customer service, marketplace business development and content initiatives in line with PUMA’s brand strategy and product stories. He was previously attached with PUMA Sports India as Head of Demand Generation. During his 5-year stint at PUMA India, he was responsible for driving traffic on puma.com, ensuring it is the most visible sports and lifestyle brand across ecommerce platforms as well as driving repeat business from online and offline customers.

Krisha Dy

Brand Experiences Director

Colgate-Palmolive

Krisha Dy, the Brand Experiences Director at Colgate-Palmolive, is a seasoned business leader with nearly two decades of expertise in marketing transformation. With a global perspective and deep insights into regional and local dynamics, she has honed her skills in digital innovation, customer experience, and omnichannel strategies. Notably, Dy spearheaded successful e-commerce ventures within the fashion retail industry, showcasing her prowess in building and revitalizing online businesses. Her wealth of experience solidifies her position as a trailblazer in navigating the ever-evolving landscape of brand engagement.

Alvin Neo

Chief Customer & Marketing Officer

FairPrice Group

Alvin Neo is the Chief Customer and Marketing Officer (CCMO) at FairPrice Group and the Managing Director of NTUC Link. He is responsible for driving strategic marketing, customer, partnership and communications initiatives to achieve business growth, uplift customer experience, customer-centricity and loyalty across the group. Prior to his current appointment at FairPrice Group, Alvin has over 20 years of local and international brand, business and marketing management experience.

Vanessa Yeo Barger

General Manager, Marketing

Lenskart

Vanessa Yeo is currently the general manager for marketing at Lenskart, Asia’s largest eyewear company with over 2000 omnichannel stores across India, Singapore and Dubai. Yeo is the strategic and creative force behind their marketing campaigns, creatives, social media, community experiences, and communications. Her customer-centric approach allows her to make each interaction with the brands and products she helms both inspiring and meaningful.