Theme 1 (Week 1)

Digital Customer Experience

9 – 11 NOVEMBER | 9AM – 2PM (GMT+8 / SGT)

#DIGITALMARKETINGASIA

WHY ATTEND?
DMA2020-Article-12

About Digital  Customer Experience

As the world conforms to new business presences throughout the global pandemic, Digital Customer Experience brings experts to exchange experiences and innovations. The key to meeting evolving customer expectations is to transform engagement strategies while revamping operations for a safe experience. As a result, customer experience is becoming an increasingly important aspect of competitive success.

Digital Customer Experience, brought to you by MARKETING-INTERACTIVE on week 1 of Digital Marketing Asia 2021, will help develop a higher-level understanding, a strategic blueprint, and realistic goals towards marketing transformation. Decision-makers need to inspire an immaculate business approach to deliver an eccentric digital customer experience.

Powerful case studies joining us at DMA 2021

Meet Your Industry Experts

Join us at Theme 1 to hear from our esteemed speakers!

If you’d like to suggest a speaker/topic or apply to speak at Digital Marketing Asia 2021 please contact our Content Team at
production@marketing-interactive.com.

Tony Fernandes

Tony Fernandes

Chief Executive Officer

AirAsia Group

Karin Zulkarnaen

Karin Zulkarnaen

Chief Marketing Officer

Allianz Indonesia

Michelle Yang

Michelle Yang

Marketing Director

Benjamin Barker

Erita Santosa

Erita Santosa

Head of Digital

British American Tobacco Indonesia

Rachmat Kaimuddin

Rachmat Kaimuddin

Chief Executive Officer

Bukalapak

Devam Saxena

Devam Saxena

Vice President & Group Head of CRM

Central Group, Thailand

Christina Lim

Christina Lim

Principal

Chrisspeak Pte Ltd and Affiliated faculty, SMU Lee Kong Chian School of Business

Calum Russell

Calum Russell

Director of Digital Marketing & Media APJC

Cisco

Vincent Ong

Vincent Ong

Senior Vice President, Marketing APAC

Club Med

Hamish Thrum

Hamish Thrum

Senior Director Myopia, APAC

CooperVision

Martin Dowson

Martin Dowson

Interim Design Executive & Design Leadership Coach

DesignForward

Mohit Gupta

Mohit Gupta

Head of Marketing & Social, APAC

Deutsche Bank

Rupen Desai

Rupen Desai

Global Chief Marketing Officer

Dole Sunshine Co.

Alvin Neo

Alvin Neo

Chief Customer & Marketing Officer

FairPrice Group

Seong Yee Teoh

Seong Yee Teoh

Marketing Director

GRIT Search

Sheila Paul

Sheila Paul

Chief Marketing Officer

Home Credit Philippines

Richa Goswami

Richa Goswami

Global Head of Customer & International, Wealth & Personal Banking

HSBC

Cathy Song Novelli

Cathy Song Novelli

Senior Vice President, Marketing & Communications

Hubilo

Saurabh Patel

Saurabh Patel

Group Head of Marketing

IHH Healthcare

Linggajaya Budiman

Linggajaya Budiman

Senior Vice President, Group Head of Marketing, Product/Solution & Channel Management

Indosat Ooredoo

Bertrand Mesplede

Bertrand Mesplede

Executive Director, Global Marketing

JLL Technologies

Sanjib Bose

Sanjib Bose

Marketing Director (Chief Marketing Officer), Southeast Asia

Kellogg Company

Kenneth Stern

Kenneth Stern

Chief Executive Officer

Lamudi Philippines

Dione Song

Dione Song

Chief Executive Officer

Love, Bonito

Avis Easteal

Avis Easteal

Regional Head of Consumer

LUXASIA

Marilyn Wang

Marilyn Wang

Chief Marketing Officer

Manulife Vietnam

Rezwana Manjur

Rezwana Manjur

Editor-in-chief

MARKETING-INTERACTIVE

Rustom Dastoor

Rustom Dastoor

Senior Vice President, Head of Marketing & Communications, APAC

Mastercard

Pranav Joshi

Pranav Joshi

Global Head, Experience Design

MSD Pharma

Mohd Aqief

Mohd Aqief

Managing Director

Naelofar

VENAIG SOLINHAC

VENAIG SOLINHAC

SENIOR VICE PRESIDENT & CHIEF MARKETING OFFICER – PURPOSE BRANDS

OLAM INTERNATIONAL

Tim Johnston

Tim Johnston

Senior Marketing Director, APJ

ON24

Lee Shing Lam

Lee Shing Lam

Head of E-commerce

Phoon Huat

Ryan Thoo

Ryan Thoo

Director, Consumer Marketing

PropertyGuru Group

Nidhi Prakash

Nidhi Prakash

Director, Global Digital Marketing

Razer Inc.

Rajiv Rai Singh

Rajiv Rai Singh

Vice President, Global Marketing

Reebelo

Afnan Zafar

Afnan Zafar

Head of Integrated Marketing, Digital Transformation & Media Relations

Renault Malaysia

Axel Winter

Axel Winter

Chief Digital Officer

Siam Piwat Group

Albert Cuadrante

Albert Cuadrante

Chief Marketing Officer

UnionBank of the Philippines

Agenda

Digital Customer Experience (9 – 11 November)

9 November (Tuesday)

8.50am

Welcome and opening address

CHAMPIONING A CUSTOMER-FIRST MINDSET

9.00am

Fireside chat with Tony Fernandes: Moving at the speed of your customers

In an intimate 1-to-1 style session, Tony will be sharing with us on how the acceleration of digital has been shaping the next normal, to AirAsia’s transformation journey from a budget carrier to a digital lifestyle company, tapping into new business verticals and proactively responding to customers’ ever-evolving needs.

Speaker:
Tony Fernandes,
Chief Executive Officer, AirAsia Group

MARKETING-RezModerator:
Rezwana Manjur,
Editor-in-chief, MARKETING-INTERACTIVE

9.35am

Screen break

9.45am

[PANEL DISCUSSION] C-Suite leaders discuss: Championing a customer-first culture in the organisation

The route to total digital customer experience transformation isn’t easy. And it often starts from the top. How can leaders move past surface-level commitment to build cross-functional resilience internally on the tough journey to a CX overhaul? What are the lessons learnt? Listen to how industry leaders, drive a CX-focused culture and their ongoing journey to CX transformation.

MARKETING-RezModerator:
Rezwana Manjur,
Editor-in-chief, MARKETING-INTERACTIVE

Panellists:


Rachmat Kaimuddin,
Chief Executive Officer, Bukalapak


Dione Song,
Chief Executive Officer, Love, Bonito


Kenneth Stern,
Chief Executive Officer, Lamudi Philippines


Mohd Aqief,
Managing Director, Naelofar

10.20am

Re-thinking CX marketing: Pivoting from product to customer-focused centricity

The best products in the market now are the ones that don’t make customers ‘work’ with great user experience systems integrated. How do legacy brands completely transform product and marketing teams to place empathy at the forefront of the design process in order to anticipate rapidly changing consumer needs? Gather insights on delivering better nuanced personal experiences by designing connected experience across products and driving product efficacy across new segments.

Speaker:
Albert Cuadrante,
Chief Marketing Officer, UnionBank of the Philippines

10.55am

Screen break

11.10am

Aligning on sustainability: Building human-centred CX integrations for the future

Talk on environmental sustainability has been on every marketer’s lips as corporations seek to align business operations closer with consumers values and ideals. The green financing market alone in SEA is predicted to reach $40 billion by 2023. After all, everything revolves around humans and consumers now are demanding change at the management level. Tune in to this session to see how brands can better integrate business impact and CX with the environment.

Speaker:
Calum Russell,
Director of Digital Marketing & Media APJC, Cisco

Reimagining the digital customer journey maps

11.45am

Address decision–paralysis: Streamlining the path-to-purchase to boost revenue

When the pandemic hit, many industries were affected. With restrictions around travelling and leisure activities, despite many countries opening up, the hospitality industry has and will continue to evolve taking in the impact of Covid-19. In this session, learn best practices on how to take a cue from behavioural design to simplify the decision-making process to drive the path to purchase for continued business growth.

Speaker:
Vincent Ong,
Senior Vice President, Marketing APAC, Club Med

12.20pm

Screen break

12.35pm

Towards inclusive design: Improving web accessibility for a diverse audience

The website still remains as the main touchpoint consumers have with a brand in the discovery stage. At the same time, there is a growing focus on diversity and multicultural marketing. In this session, move past superficial inclusivity and address common hidden roadblocks preventing the website from being understandable, functional and navigable by diverse sets of disabled audiences and personas and garner real engagement on your brand’s core values and beliefs.

Speaker:
Pranav Joshi,
Global Head, Experience Design, MSD Pharma

1.10pm

[PANEL DISCUSSION] Safeguarding consumer data: Aligning privacy to the customer experience

With data breaches and privacy scandals like the Facebook – Cambridge Analytica scandal becoming more common, privacy and trust is now one of the top three priorities for customer experience design. Digital innovation cannot be enhanced in isolation. Learn how brands can become partners in their customer’s experience by taking a practical approach in balancing between personalisation and privacy and entrusting customers with more control over their data.

Moderator:
Christina Lim,
Global Head, Principal, Chrisspeak Pte Ltd and Affiliated faculty, SMU Lee Kong Chian School of Business

Panellists:

Alvin Neo,  Chief Customer & Marketing Officer, FairPrice Group

Nidhi Prakash, Director, Global Digital Marketing, Razer Inc.

Afnan Zafar, Head of Integrated Marketing, Digital Transformation & Media Relations, Renault Malaysia

1.45pm

Closing remarks / End of Day One

10 November (Wednesday)

9.00am

Welcome and opening address

Creating unified digital CX touchpoints

9.10am

[PANEL DISCUSSION] Consistency is key: Unifying data silos to optimise CX at every touchpoint

With greater proliferation of new digital tools and technologies, brands are collecting, generating and storing data on more platforms than ever. However, 80% of brands report moderate or high degrees of data silos. Poor visibility into customer trends will lead to disconnected CX. This panel discusses how to break down data silos, and harness customer insights across all channels to better understand customer behaviours, and adopt an omnichannel approach to enhance digital CX.

Moderator:
Bertrand Mesplede, Executive Director, Global Marketing, JLL Technologies

Panellists:

Erita Santosa, Head of Digital, British American Tobacco Indonesia

Mohit Gupta, Head of Marketing & Social, APAC, Deutsche Bank

Avis Easteal, Regional Head of Consumer, LUXASIA

9.45am

Overcoming digital fatigue: Drive category growth with innovative and engaging digital experiences

Buyers are flooded with video conferences and webinar invitations, and it’s getting downright hard to get and keep the attention of our prospects. In this fireside session, find out how CooperVision differentiated themselves to drive category growth in a highly competitive emerging market with interactive and relevant experiences that stand out and drive engagement. Learn how you can up your follow-up strategy by leveraging engagement data to create highly actionable insights to increase sales conversions and accelerate the buyer’s journey.

Speakers:

Hamish Thrum, Senior Director Myopia, APAC, CooperVision

Tim Johnston, Senior Marketing Director, APJ, ON24

10.20am

Screen break

10.35am

Creating a seamless CX: The unsung relationship between product and marketing  

The pandemic has accelerated and changed how consumers interact with brands and it is now more evident than ever that businesses are sitting on a growing problem; how do you keep people engaged in a world where relationships aren’t built and maintained in the physical realm? Learn how brands have pivoted and ushered in a new, agile way in creating a seamless, cohesive customer experience by intersecting marketing activities with product development. 

Speaker:
Seong Yee Teoh,
Marketing Director, GRIT Search

11.10am

Sunshine for All: Using NFTs to enhance Dole’s digital brand reputation

Aligning brand values with customers is key for engagement and building customer loyalty. Dole believes that access to good nutrition is similar to sunshine – available, accessible, and affordable, for all. Get inspired by how Dole’s purpose and their belief in in the fusion of creativity, partnerships and technology around this shared purpose has launched a NFT series, with the aim to create impact and build customer engagement at scale though key digital touchpoints.

Speaker:
Rupen Desai, Global Chief Marketing Officer, Dole Sunshine Co.

11.45am

Screen break

MEETING THE ON-DEMAND NEEDS OF GEN Z

12.00pm

Dialogue on the age of frictionless commerce: Optimising experiences across platforms for connected consumers

With a multitude of touchpoints available for consumers today, it is not easy for brands to maintain an active presence in all places without a streamlined structure in place. Developing a frictionless commerce strategy where integrated data from multiple platforms for enhanced buying opportunities. In this session, learn from two experts on the transformational aspects of enabling frictionless, and the art of customer-centric design platforms.

Speakers:

Martin Dowson, Interim Design Executive & Design Leadership Coach, DesignForward

Axel Winter, Chief Digital Officer, Siam Piwat Group

12.35pm

[PANEL DISCUSSION] Partnering with Gen Z: Bridging the relevance gap in the current digital climate

In consumer reports year-on-year, Gen Zs have been identified as a more critical group of consumers, unafraid to shame big brands publicly on social media. On hindsight, independent brands are experiencing a consumer renaissance with Gen Z largely influenced by the pandemic for their focus on local issues. Learn how legacy brands can move beyond delivering just hyper-personalised to hyper-local experiences by focusing on relatability and relevance and run at the same speed as smaller brands.

Moderator:
Sheila Paul,
Chief Marketing Officer, Home Credit Philippines

Panellists: 


Sanjib Bose,
Marketing Director (Chief Marketing Officer), Southeast Asia, Kellogg Company


Rustom Dastoor,
Senior Vice President, Head of Marketing & Communications, Asia Pacific, Mastercard


Venaig Solinhac,
Senior Vice President & Chief Marketing Officer – Purpose Brands, Olam International

1.10pm

Closing remarks / End of Day Two

11 November (Thursday)

9.00am

Welcome and opening address

Futureproofing CX strategies for 2022 and beyond

9.20am

[PANEL DISCUSSION] Ready, set, scale: Accelerating your digital CX plan and setup for the future

Having gone through such a tumultuous two years since the pandemic hit, brands are now looking at the road that lies ahead where customer-centricity is key, and digital customers are for life. What is the roadmap ahead for the future of CX strategies? This panel explores the key steps to win the hearts and business of your customers to scale your business growth.

Moderator:
Michelle Yang , Marketing Director, Benjamin Barker

Panellists:


Saurabh Patel, Group Head of Marketing, IHH Healthcare


Linggajaya Budiman, Senior Vice President, Group Head of Marketing, Product/Solution & Channel Management, Indosat Ooredoo


Marilyn Wang, Chief Marketing Officer, Manulife Vietnam

9.55am

360 customer experience: Essentials for a customer stack for an end-to-end CX 

Customer relationship management (CRM) systems have evolved greatly over the years. Now, businesses are re-evaluating their martech stack to be aligned with the latest digital trends and technology, and to ensure their digital CX is on point. In this session, learn best practices on how to define CX that is fitted for your organisation and its culture, and how to design an integrated CX framework for every part of the customer journey. 

Speaker:
Devam Saxena,
Vice President & Group Head of CRM, Central Group, Thailand

10.30am

Screen break

10.45am

The future of commerce transactions: Crypto currencies, blockchain and NFTs

In 2021, Tesla bought $1.5 billion in bitcoin and announced that it would start accepting bitcoin as a payment method. With more attention given to NFTs recently, it will be a matter of years before NFTs take over how business transactions are conducted online. Tune in and hear best practices on how the new digital assets will disrupt the future of commerce and how businesses should prepare for this tech revolution.

Speaker:
Ryan Thoo,
Director, Consumer Marketing, PropertyGuru Group

DRIVING DATA-BACKED CX DECISIONS

11.20am

Delivering on quick commerce: From personalised options to fast fulfilment

E-commerce activity in Southeast Asia has been surging with the pandemic resulting in the Amazonian effect. One point of differentiation between brands is meeting the on-demand needs of consumers in the fast delivery of products through the use of micro-fulfilment technology. Discover why last-mile is the most important touchpoint for brands in delivering convenience and accessibility and what brands can do to win over new segments of consumers with speed.

Speaker:
Lee Shing Lam,
Head of E-commerce, Phoon Huat

11.55am

Screen break

12.10pm

[PANEL DISCUSSION] Moving the needle on CX: A 360 view on CX metrics

Tracking and improving CX is often associated with metrics like NPS and CSAT on an organisation-wide level. But how can managers further breakdown these metrics, reduce customer effort and gather more accurate data points and align CX KPIs across departments and individual levels?

Moderator:
Cathy Song Novelli,
Senior Vice President, Marketing & Communications, Hubilo

Panellists:


Karin Zulkarnaen,
Chief Marketing Officer, Allianz Indonesia


Richa Goswami, Global Head of Customer & International, Wealth & Personal Banking, HSBC


Rajiv Rai Singh,
Vice President, Global Marketing Reebelo

12.45pm

Closing remarks / End of Theme 1

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

Hear what our past delegates have to say:

“I absolutely love how engaging it is despite being digital. The panel sessions have been really helpful in bringing out realistic takes into businesses hit by the pandemic.”

Marketing Manager, PhilCare

“Informative, clear and addressing current issues n concerns”

Head of Corporate Affairs, Petronas

“The event is awesome! The speakers come from various industries which with different best practices to share. Learnt a lot!”

CX-Insights & Analytics Senior Lead, Tokopedia

“Thank you for a great Digital Conference. I was most impressed by the platform and how interactive it was. It made taking in the content so much easier.“

VP Loyalty & Guest Experience APAC, Accor

“Great insights from a good line-up of speakers from across different industries!”

Senior Product Manager, Johnson & Johnson

“Content has been curated with high relevancy to the topic of discussion. Some great examples and insights.”

Operating Principal Marketing, Ekuinas