TIME |
AGENDA |
08:30 – 09:00 |
Registration & Welcome Coffee & Tea |
Riding the Big Data Wave to Add Value to Your Business
“The biggest upcoming trend for Big Data is that the major Big Data analytics vendors are offering or soon will offer analysis of granular segments of Big Data in near or actual real time. Businesses can make their own decisions on which vendor to use, ad take advantage of being able to provide true 'one-to-one' personalization, where the customer has a completely tailored experience that seamlessly travels with them across all touch points, in real time.” - Dan Berthiaume, Senior Editor, Chain Store Age
Big data is more than just hype. Ride the wave or be consumed by it. Analysts predict that digital data growth is expected to increase globally by 4,300% by 2020. In 2015, the focus will now shift from unearthing the value of data collected to utilizing these analytics to add value to your business, making your service unique to the customer. It's time for CMOs and CIOs to work together to boost customer satisfaction at every touch point.
This session will address how big data will change the way you connect with your customers, using the data to create lifetime relationships by personalizing your customers' experiences while increasing the ROI of your marketing strategies and discuss the impact of the new privacy laws on your business.
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09:00 – 09:10 |
Opening Address by Conference Chairman
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09:10 – 09:50 |
Keynote Address: How will Big Data Change the Way You Understand and Connect with Your Customers
- Define customer experience with new lens of big data
- Understand your existing customers and beyond
- Optimize business operations and touch points
- Get started
Speaker: Amy Shi-Nash, Chief Data Science Officer, DataSpark, Singtel
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09:50 – 10:20 |
How Big Data Can Enhance Customer Experience
- Effective use of data
- Analyzing the value of data
- Understanding the data and using it to create lifetime relationships with your customer
Speaker: David Ong, Executive Director & Head of Business Insights, UBS, WM APAC
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10:20 – 10:50 |
Morning Networking Refreshments |
10:50 - 11:20 |
Measuring the ROI of Big Data Analytics
- Using big data to boost marketing efforts
- Leveraging data to offer personalized experiences
- Making sense of the data
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11:20 – 11:50 |
Privacy & Big Data
- Privacy and Customers – the basics
- What you need to know about the key Privacy issues in big Data
- Recent developments in Privacy in Asia-Pacific
Speaker: Sheena Jacobs, Partner, ATMD Bird & Bird
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11:50 - 12:20 |
Privacy Technologies Today
- Protecting your customers' privacy at a personal level
- A look at privacy technology enablers for business collaboration
- The road forward - investments and expected returns
Speaker: Ghim-Eng Yap,Data Scientist,Institute for Infocomm Research (I2R), A*STAR
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12:20 – 14:00 |
Networking Luncheon |
Social Media – A Look at the Opportunities
A study conducted by Salesforce.com uncovered that an estimated 66% of marketers believe that social media indirectly impacts their organization's business performance. With a greater number of customers seeking for information via digital platforms on-the-go, social media has emerged as one of the most pivotal platforms for businesses to provide customers with relevant and timely information while addressing customer feedback in real-time. An organization's ability to respond timely to customers via social media will be able to reduce churn rate by about 15% (Gartner).
Hear thought provoking presentations on how social media is gradually playing a critical role in enhancing your customers' experience and how it can help your business attract new customers and retain existing ones through long-term relationships, thus increasing your ROI.
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14:00 - 14:30 |
Social Media, Crowdsourcing, Gamification – Trends in Customer Experience
- How organizations are making use of the new age of social connectivity
- Harnessing the power of the crowd
- Using game mechanics to merge business with customer goals
Speaker: Tom Voirol, Global Head of User Engagement, Reading Room
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14:30 – 15:00 |
Smart Strategies to Acquire, Retain and Monetize Mobile Games and Apps
- The secret is to how you can gather the data, interpret it, and take action
- How do you predict users who are likely to make in-app purchases?
- How can you customize a user’s experience based on how they interact with your app?
- How do products from AdMob, Google AdWords and Google Analytics help to grow your business?
Speaker: Sergio Salvador, Global Head Gaming Partnerships, Google
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15:00 - 15:30 |
How to Engage Customers on LinkedIn – Best and Worst Practices
- Attracting fans and followers and converting them to customers
- Use of brand ambassadors to increase awareness
- The importance of real-time feedback
- To have one voice per organization
Speaker: Chris J Reed, Global Chief Executive Officer & Founder, Black Marketing
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15:30 - 16:00 |
Panel Discussion: Defining the Role of Social Media to Engage the Customers
- Leveraging the various social media platforms to achieve your larger goals (ROI, cultivating more meaningful relationships)
- Stressing the importance of having relevant and engaging content
- Hitting the sweet spot via social media
Moderator:
Marcus Ho,
Co-Founder,SocialMetric
Panelist:
Chris J Reed,
Global Chief Executive Officer & Founder,
Black Marketing
Delilah Chan,Head of Sales, SG & SEA Emerging Markets,Twitter Asia Pacific
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Augmented Reality (AR) and Virtual Reality (VR)
Augmented Reality and Virtual Reality will enrich your customers' experience, increase engagement and improve the impact of your brand and offers on consumers. It is undeniably an exciting journey for businesses and customers in this digital world. The revolution in customer experience promises to get more interesting than ever and AR and VR are new, innovative ways to differentiate the experience you offer customers.
Research indicates that by 2017, it is expected that more than 2.5 billion mobile AR apps will be downloaded and the total revenue generated by AR alone is forecasted to exceed $600 billion by 2016. This session will explore how technologies such as AR and VR will help to grow your business.
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16:00 – 16:30 |
Afternoon Networking Refreshments |
16:30 – 16:45 |
Technology Showcase
Exploring the various types of technologies to enhance your customers’ experience
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16:45 – 17:15 |
Exploring AR Glasses and Their Uniqueness
- A look at the various types of glasses available
- How AR glasses can work for your business
- The future of AR glasses
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17:15 – 17:45 |
AR & Its Role in Your Business
- What is the annual growth in the AR market
- AR opportunities and applications
- What does AR mean for brands, publishers and the developer
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17:45 |
End of Day 2 of Customer Experience Management Forum 2015 – Asia Edition |