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 From DMA 2020

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

Rohan Arora

Rohan Arora

Head of Marketing

Bausch + Lomb, India

Rachmat Kaimuddin

Rachmat Kaimuddin

Chief Executive Officer

Bukalapak

Dione Song

Dione Song

Chief Executive Officer

Love, Bonito

Rupen Desai

Rupen Desai

Global Chief Marketing Officer

Dole Sunshine Co.

Cathy Song Novelli

Cathy Song Novelli

Senior Vice President, Marketing & Communications

Hubilo

Sanjib Bose

Sanjib Bose

Marketing Director (Chief Marketing Officer), Southeast Asia

Kellogg Company

Kenneth Stern

Kenneth Stern

Chief Executive Officer

Lamudi Philippines

Sushmita Munshi

Sushmita Munshi

Vice President, Digital Products & Partnerships

Manulife Asia

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

Chief Executive Officer

Naelofar

VENAIG SOLINHAC

VENAIG SOLINHAC

SENIOR VICE PRESIDENT & CHIEF MARKETING OFFICER – PURPOSE BRANDS

OLAM INTERNATIONAL

Afnan Zafar

Afnan Zafar

Head of Integrated Marketing, Digital Transformation & Media Relations

Renault Malaysia

Millie Gillon

Millie Gillon

Global Head of Client Experience, Managing Director, Retail Banking

Standard Chartered

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.

Panellists:


Rachmat Kaimuddin,
Chief Executive Officer, Bukalapak


Dione Song,
Chief Executive Officer, Love, Bonito


Kenneth Stern,
Chief Executive Officer, Lamudi Philippines


Mohd Aqief,
Chief Executive Officer, 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.

Millie Gillon, Global Head of Client Experience, Managing Director, Retail Banking, Standard Chartered

10.55am

Screen break

11.15am

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.

Reimagining the digital customer journey maps

11.50am

Address decision–paralysis: Streamline the path-to-purchase with relevant content curated

With more brands and shoppers now online, consumers are now overwhelmed with endless options for products. Consumers are also becoming savvier, looking at multiple reviews before making a purchase decision. In this session, listen to how brands can take a cue from behavioural design to simplify the decision-making process, reduce dropout rates, and curate not just personalised but relatable options to influence evaluation more efficiently.

12.25pm

Screen break

12.45pm

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

1.20pm

[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.

Panelist :

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

1.55pm

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.

9.45am

Immersive brand storytelling in phygital: Leveraging XR for new product exploration

One of the key challenges facing consumer brands is the constant fight for consumer attention. At the same time, 2020 has made it more evident that we live in the experience economy in the desire to feel connected and engaged. Listen to how brands can leverage XR technology, engage with consumers through the five sensors and help customers make more informed decisions on products through collective simulated activities and experiences.

10.20am

Screen break

10.40am

The age of connected consumers: Optimising experiences for multi-generational consumers across platforms

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. Having a deep integration across all online and offline channels is key to keep disruptions to a minimal. This session explores how to design CX that integrate into today’s connected consumers’ lifestyles, and improving key areas to deliver best-in-class CX across platforms.

11.15am

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.

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

MEETING THE ON-DEMAND NEEDS OF GEN Z

11.50am

Tapping into buy now, pay later (BNPL): Elevate the digital buying experience for Gen Z

BNPL is changing up the digital customer experience for Gen Z who are now able to access credit within a closely financially regulated framework. BNPL players now hold key insights that drive purchase decisions for this emerging and elusive market of consumers. Unearth future opportunities with BNPL players to generate further insights that value-add to the omnichannel experience for Gen Z in the long-term. 

12.10p,

Screen break

12.45pm

Delivering on quick commerce: From personalised options to fast fulfilment

Ecommerce 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.

1.20pm

[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.

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

1.55pm

Closing remarks / End of Day Two

11 November (Thursday)

9.00am

Welcome and opening address

Futureproofing CX strategies for 2022 and beyond

9.10am

[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.

9.45am

Leading with a ‘digital brain’: Power-up operational efficacy through AI and ML

In the age of CX, marketing and fulfilment units cannot afford to be operating in silo. This involves a full integration of digital transformation, business empowerment, security to reform the operating capabilities to meet customer needs fast. Re-engineer a 360 view of the consumer through continuous AI learning and simplify complex operational processes, remove latency in demand generation and connect front-end to backend information better to deliver personalised, on-demand experiences.

10.20am

Screen break

10.40am

Modernising CX for a mobile-first world: Innovating engagement across channels

52% of all online traffic comes from mobile, and 84% of companies are focusing on the mobile customer experience. This bodes well for forward-thinking customer service leaders who understand that a streamlines, mobile-first customer journey is not just the way of the future – but the current expectation of today’s consumer. In this session, hear best practices on how to deliver top class mobile customer service with creative digital engagement across digital channels.

DRIVING DATA-BACKED CX DECISIONS

11.15am

Enhancing your brand’s social intelligence: Knowing what matters

Talk of social listening has been around but how are marketers working around the limits of API, navigating the corners of dark social and working through the noise to derive a better understanding on brand interactions so far? Better insights result in better decisions. Uncover issues that matter, through proper sentiment analysis and pinpoint relevant data points in areas to improve or eradicate to get closer to what consumers want.

11.50am

Screen break

12.10pm

Self-service technology: Deliver on-demand service for non-technical users

Firms are increasingly phasing out traditional customer service options, opting for self-service touchpoints in order to streamline the process for recovery and reduce dissatisfaction rates. Explore the latest updates in self-service distribution in delivering on-demand, relevant and personalised access to support information faster at any time of the day and reduce dropout rates.

12.45pm

[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:


Rohan Arora,
Head of Marketing, Bausch + Lomb, India


Karin Zulkarnaen,
Chief Marketing Officer, Allianz Indonesia

1.20pm

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