Welcome to
Experience 360
CX in 2020 and beyond:
Accelerate to a customer-first business
When
22 – 23 July 2020
Where
Jakarta, Indonesia
Social
#experience360
Early-bird saving ending in
Day(s)
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Hour(s)
:
Minute(s)
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Second(s)
20
EXCITING SESSIONS
30
INDUSTRY SPEAKERS
200+
DELEGATES
About Experience 360
Customer Experience has definitively taken the driver’s seat in the worldwide market. Discerning consumers are more well-informed on the global trends and are expecting local and regional brands to take on the mantle. Customer interaction comes at a premium and brands are constantly on the lookout for ways to innovate, impress and instil loyalty in their customers.
Brands today need a firm grasp on how their customers perceive their CX across the entire customer journey. They must seek ways to design seamless experiences across different journeys and share critical insights across the organisation to help foster repeat business and customer advocacy.
Through a series of thought-provoking discussions, exclusive case study presentations and interactive roundtables, Experience 360 by Marketing Interactive will bring together visionaries and leaders behind the region’s most iconic brands come together to tell the stories behind their breakthrough customer, product, and brand experiences. From the inspirational to the practical, each session of the conference is designed to play a role in helping attendees to become world-class CX leaders. Experience 360 will have you walking away with revolutionary ideas, improved methodologies and practical takeaways that can drive immediate improvement in your organisation.
Join our CX disruptors who are proud of their achievements and equally passionate about sharing tips and tactics at these intensive two days!
What’s new in 2020?
Pre-conference workshops
Top up your conference ticket to deepen your skillset and maximise your learning.
Receive a certification of completion with our Master trainer for workshops on:
Workshop A
- Explore disruptive CX strategies from customer insights using AI and big data
Workshop B
- Re-design loyalty program to build customer loyalty at every touchpoint
Conference day one
Holistic service excellence
- CX in 2020 and beyond: Humanising innovations
- CMO Insights: Boosting agility of your CX strategy
Engage and connect at a scale
- Rise of ethical consumers and customer-centric personalisation
- Accelerate business growth by mobilising your brand advocates
Optimise multi-channel performance
Online experience:
- Design loyalty program that drives customer retention
- Predict customer’s impulse and buying behaviour with machine learning
- Increase app engagement and user retention
Offline experience:
- Create brand engagement through in-store gamified experiences
- Elevate brick and mortar experience by blending AR and VR capabilities with brick and mortar
Conference day two
Facilitator-led roundtable discussions focusing on:
- Big data, predictive intelligence and emerging technologies
Experience Excellence Awards
- Join us as we celebrate the achievements and efforts made by organisations to be customer-forward and learn from their winning strategies!
Benefits of Attending
Discover
Ways to get personalisation right with a new wave of data analytics opens new doors to customer insights
Explore
How to develop authentic and immersive interactions that will place your brand at the forefront of the experience economy
Learn
How to create a world of connected customers through the power of platforms and ecosystems
Identify
How brands can go beyond transactional relationships and make the most of how they are perceived by customer
Network
And learn with leaders across multiple industries and discover the blueprint to transform your CX strategies
Need More Reasons to Attend?
As a business owner, a marketer, a communicator, or a head of customer success, we all face these challenges when it comes to creating compelling customer experience:
Data and Analytics
Data has never been more important than it is today. There has been a wealth of it made available but few are utilising them to their fullest extent. Marketers are still grappling as they try to effectively collate, evaluate and implement strategies based on the insights they’ve gained.
Multi-Channel Optimisation
With the exponential adoption of mobile and subsequent increase in digital uptime of consumers, optimising every channel to provide seamless service, exciting experiences and app longevity proves to be a challenge for brands. Customers demand instant gratification and are not satisfied with waiting just a second longer.
Service Excellence
It is no longer enough to reach out to your customer base through traditional mediums. The increasing demand of personalisation means that brands now have to explore new ways to address each customer individually at a scale. A single misstep here might lose you a customer for life.
Brand Engagement and Loyalty
Customers are more circumspect of brand premium and promise, relying instead on the experience they have with them. Brands must double down across all touchpoints and balance a seamless journey with unforgettable experiences to lock down the customer’s loyalty.
Agenda Overview
Disruptive marketing with the use of big data
This session will focus on the ways brands can leverage the wealth of data they collect in order to create personalised, disruptive strategies for their consumers to drive growth, reduce churn and streamline processes for resource management.
Creating a sustainable loyalty and engagement program
Whilst loyalty programs are not new, customers nowadays are more circumspect of the traditional model of loyalty programs. This session aims to highlight some considerations when it comes to engaging and connecting with your consumer base in this digital age.
Rezwana Manjur, editor, Marketing-Interactive
| Track A: Online Experience | Track B: Offline Experience |
| Increasing consumer retention through high impact loyalty and promotion programs | Personalise service for an instant connection to your market segments |
| Track A: Online Experience | Track B: Offline Experience |
| Predict customer’s impulse and buying behaviour with machine learning | Create brand engagement through in-store gamified experiences |
| Track A: Online Experience | Track B: Offline Experience |
| The importance of seamlessness and security in your app longevity | BlendingAR and VR capabilities with brick & mortar to elevate experience |
| Track A: Online Experience | Track B: Offline Experience |
| Humanising your helping hand: remote experts to provide custom digital support | Getting your frontline motivated to provide standout experiences |
Rezwana Manjur, editor, Marketing-Interactive
Rezwana Manjur, editor, Marketing-Interactive
- Best use of Emerging Technology for CX
- Best use of Mobile
- Best In-Store Experience
- Best use of Data and Insights to Improve CX Strategy
- Best Multichannel Experience
- Total Experience Excellence
Rezwana Manjur, editor, Marketing-Interactive
Featured Speakers
Our full line-up of expert speakers for 2020 will be announced soon – check back for regular updates!
If you’d like to suggest a speaker/topic or apply to speak at Experience 360 conference 2020, please contact Emira Razak at emirar@marketing-interactive.com
Paundra Hanutama
Director of Marketing Communications
Archipelago International Hotels Resorts and Residences
Manisha Seewal
Group Chief Marketing Officer
Carro
Nicole Bales
Group Head, Marketing and Creative Operations, APAC
The Wall Street Journal Barrons Group
Giovanni Sakti
Head of GoPay Systems
Gojek Group
Ajay Jacob
Country Manager, Indonesia
Qatar Airways
Millie Gillon
Global Head of Client Experience
Standard Chartered Bank
Nurdiana B. Darus
Head of Corporate Affairs and Sustainability
PT Unilever Indonesia
TESTIMONIALS FROM PAST DELEGATES
Don’t just take our word for it, see what our past attendees have to say!
Sponsors & Partners
Exhibition space
By taking exhibition space, you and your brand are visible and available to connect with customers in the area where all of the networking and refreshments take place.
Thought leadership
You can deliver a 20-minute presentation, join an expert panel discussion or orchestrate a fireside chat, our speaking positions are designed for you to share your expertise and at the heart of the industry conversation.
Connections
Is lead generation one of your key priorities?
We offer the opportunity to make connections through pre-arranged meetings on our award winning networking app and exclusive hospitality options.
For sponsorship opportunities, please contact:
Chua Soon Tzer
Regional Commercial Director, SEA
Tel: +65 6423 0329
Mobile: +65 9066 0353
Email: soontzerc@marketing-interactive.com
Photo gallery:
Customer experience 2019
Experience 360 related articles
Stay ahead of news and insights about the people and companies who are movers and shakers of customer experience in Asia. Click on the link to read the articles.
APAC marketers still lacking in customer experience maturity, finds Adobe study
Tapping into the power of omnichannel
Domino’s Pizza marketer on moving beyond the platforms in customer experience
What you need to know about CX today to be ready for 2020
6 must knows in customer experience
TNB’s Sutapa Bhattacharya: ‘Data continues to be biggest challenge for marketers’
How Best Buy reinvented its CX strategy to counter showrooming
Lazada’s new O2O technology gives Filipino customers a new shopping experience
We’re not looking at today’s limitations and we’re not here to plaster the holes in your current CX; but to show you how to reinvent your customer strategy – not just for today, but for the next thirty years.
Join us today!
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