Agenda

We understand your need to want to keep up with changes and know what the future like is for Customer Experience Engagement. We have carefully crafted the agenda to address the challenges you face and have experts share their knowledge and experiences.
Book your seats now and be where the customer experience visionaries from Asia will gather!

Main Forum: 8 - 9 June 2015

Post Forum Workshop: 10 June 2015

MAIN FORUM DAY ONE: 8 JUNE 2015

TIME	AGENDA
08:30 – 09:00	Registration & Welcome Coffee & Tea
Connecting with the Customer in This Digital Era “I want us to ask ourselves every day, how are we using technology to make a real difference in people's lives” – President Barack Obama The world has changed. Customers have increasingly incorporated digital platforms into their daily lives and are looking towards real-time updates via these platforms. Industry analyst, Forrester, predicts that 79% of organizations are considering improving their customers' experience by investing in technology driving technology spending growth to increase by 4.9% in 2015. With an estimated 57% of businesses across Asia-Pacific experiencing rising customer demands in this digital age, it is now pivotal for your organization to spend your marketing dollars on improving your service delivery and user experience. You will need to think of digital platforms such as mobile, social media and the web as the customers' first touch points. Optimize what these platforms can do for your business. It is crucial to deliver consistent and connected experiences across every customers' touch point. Manage all your marketing efforts across every interaction, online and offline or on-the-go seamlessly. Learn how to improve and enrich your customer's experience with proactive communications. This session will discuss how to use the power of technology to engage and retain your customers, the importance of aligning your strategies to incorporate digital platforms and learn from the case studies that will be shared.
09:00 – 09:10	Welcome Address
09:05 – 09:15	Opening Address by Conference Chairman
09:10 – 10:15	Power Panel: Unleashing the Power of Innovative Mobile Technology to Engage and Retain Customers How to align your strategies to incorporate mobile Unlocking the power of mobile technology to spur innovation across your business Leveraging mobile to improve the quality of services for your customers Transform your business strategy and boost your ROI Moderator: Vivek Kumar, Director of Membership Department, National Trades Union Congress and Secretary, NTUC Membership Council Panelists: Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata PLC Shubhrendu Khoche,Vice President, Senior Business Leader: Mobile Solutions, MasterCard Janice Chan,Senior Director, Digital Marketing, Starwood Hotels & Resorts Asia Pacific
10:15– 10:45	Morning Networking Refreshments
10:45 - 11:25	Visionary Keynote: Transformation from Customer Service to Experience Management in a Digitally & Socially Connected World Customer experience strategy for the 'mobile customer' Unlocking the power of mobile technology to spur innovation across your business Leveraging technology enablers to engage and empower your people to build a strong service ecosystem Speaker: Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata PLC
11:25 - 11:55	Industry Address: Effective Content Marketing for Engaging Customer Experience Insights from a Global CMO Council study - does content marketing matter to your customer? Case studies from global & Singapore brands - what makes them a success? Tips on leveraging content for an engaging customer experience Speaker: Vivek Kumar, Director of Membership Department, National Trades Union Congress and Secretary, NTUC Membership Council
11:55 - 12:25	#50shadesofengagement - Getting in Bed with Your Customer From first base to home run - a digital-centered approach Massive acquisition, engagement and retention (a case study based on Wander) Measure data and optimize every step for maximum returns Speaker: Krystal Choo, CEO and Founder, Wander - The Travel App for Singles
12:25 - 14:00	Networking Luncheon
14:00 – 14:20	Technology Showcase
14:20 – 15:00	Afternoon Keynote: Rebranding to Develop Services Tailored to Cater to the Customers’ Needs Effectively using the customer feedback to rebrand Why the need to do it now and not later? Who’s doing what? Will increasing the awareness of your brand, investing in employee training and developing your products/services lead to customer loyalty and engagement? What are the challenges faced?
15:00 – 15:30	The Disconnect between Marketing and the Customer Experience The importance of aligning the marketing, advertising and customer service departments How to prepare for the big shift in CEM?
15:30 –16:00	Afternoon Networking Refreshments
Contact Center – Change is Good Achieving greatness as a call center requires going above and beyond simply meeting required expectations. An increasing number of customers, especially those from the younger generation, are more active on technological platforms than ever before; the old techniques won't work as well anymore. Change is required! For decades, companies have relied on their contact centers to deal with customer - from provision of technical support to loan requests. Contact centers are now seeing the need to go through a major revamp. Driven by a shift in technological advancement and consumer behavior, companies are refocusing their contact centers from simply handling calls to focusing more on customer loyalty and engagement through a combination of various customer touch points such as phone, email, social media and blogs. This session will give you comprehensive insights into innovative and sustainable ways that you can adopt to kick start changes within your contact center to improve the performance of your call center and drive customer satisfaction and engagement.
16:00 – 16:30	Things You Should Do (and You Should Avoid) When Delivering Omni-Channel Customer Support Omni-channel is NOT Multi-Channel Addressing the challenge of managing customers across channels of service and sales From SoLoMo to shaking hand: Tying together virtual and physical channels Real life case studies Speaker: Augustin du Payrat, Regional Director, Customer Engagement Solutions.Avaya
16:30 - 17:00	Case Study by Indosat: Maximizing Performance Contact Center with CEM Strategy Engaging the contact center strategy with CEM Strategy Deliver a great experience through contact center agent Understand the expectations of a customer The future of contact center Speaker: Hence Steve, CRM & Customer Experience Group Head,PT. Indosat
17:00 – 17:30	Panel Discussion: : Designing Customer Experiences That Work 5-year plan Creating the perfect environment How your agents can deliver an experience so that it differentiates your brand while remaining consistent and delivering value to your customers Understand the expectations of your customers Moderator: Gunish Chawla, Principal,Delta Partners Panelists: Hence Steve, CRM & Customer Experience Group Head, PT. Indosat Edrick Ho, of Digital and Channel Management, Retail Banking, Asia Pacific, Australia and New Zealand Banking Group Limited
17:30	End of Day 1 of Customer Experience Management Forum 2015 – Asia Edition

MAIN FORUM DAY TWO: 9 JUNE 2015

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.
09:00 – 09:10	Opening Address by Conference Chairman
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
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
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
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
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), ASTAR**
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.
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
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
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
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
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.
16:00 – 16:30	Afternoon Networking Refreshments
16:30 – 16:45	Technology Showcase Exploring the various types of technologies to enhance your customers’ experience
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
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
17:45	End of Day 2 of Customer Experience Management Forum 2015 – Asia Edition

POST FORUM WORKSHOP: 10 JUNE 2015

TIME	AGENDA
08:30 – 09:00	Workshop Registration and Morning Coffee
Workshop Timetable: Workshop A will run from 9.00am – 12.30pm with mid morning and luncheon breaks. Workshop B will run from 1.30pm – 5.00pm with a mid afternoon refreshment break. Registration begins 30 minutes before each workshop commences.
Workshop A – 09.00 – 12.30 How to Enhance the Mobile User Experience across Channels To be conducted by Meri Rosich,CEO, App Strategy Labs There are more mobile devices than people in the world and smart phones have penetrated daily habits. With 91% of customers having their phones at arms-reach 24/7, organizations need to adapt to a fast changing world with solid mobile strategic plans. This practical workshop will help identify areas of opportunity with a case study based approach. Participants will be taken through: Trends & Best Practices for corporations for the next 18 months and why are they important for your industry Mobile strategies that worked for brands in 2014 Successful case studies of customer-driven programs How to implement successful digital transformation programs in your organization with a customer driven approach This workshop will provide you with an in-depth look at industry data, combined with case studies and exercises to help you develop project ideas to achieve your customer experience management goals. Workshop Leader: Meri Rosich, CEO, App Strategy Labs Meri Rosich, CEO and Founder of App Strategy Labs, a boutique consultancy firm, works with major global organizations formulating impactful marketing, mobile and social media PR campaigns. She is also the co-founder of Quality Time, digital tools. Meri has led international expansion for top global firms such as Bertelsmann Bol.com, American Express strategy group and Samsung; and growing early-stage technology start-ups like Noticias.com, a news online media powerhouse. The foundation of her experience is curiosity and passion for learning; with a masters degree in Art & sculpture, qualified teacher, a PhD in 3D Technology (VR), and an MBA from the London Business School on marketing innovation. She advises early stage start-ups and incubation programs on brand positioning; and volunteers as ambassador for the UN Women STEM program. She recently co-founded the Female Founders initiative to promote gender equality in technology.
Workshop B - 13:30 – 17:00 Understanding and Improving Your Customers’ Journey To be conducted by Tom Voirol, , Global Head of User Engagement, Reading Room Customer experience is a journey, but many businesses fail to grasp that each customer interaction with them is not an isolated event. This highly interactive workshop will provide you with a research-driven, pragmatic and robust approach to mapping your customers' journeys, identifying customer touch points and designing and testing improved experiences. Tom will also be conducting hands-on exercises to help you understand the methodology surrounding customer journeys so that you will be able to implement improved customer experience strategies within your organization. Participants will be taken through: The Kano model of customer satisfaction and its applicability to customer experience Qualitative and quantitative research methods to understand consumers Techniques for synthesizing findings and designing improved experiences Low-cost and impactful testing and improvement methods Practical, hands-on exercises will help participants experience the methodology personally and apply it to their own situations. Workshop Leader: Tom Voirol, , Global Head of User Engagement, Reading Room Tom heads up Reading Room’s creative user experience design practice, including leading the user research phase, conducting interviews and workshops to gather user and stakeholder needs and fully understand target audiences, holding information architecture workshops, developing personas, user stories, collaborative sketches and low-fidelity prototypes, as well as conducting user testing and review. He also leads clients’ social media engagement, from strategy to monitoring and analysis, policy and guideline development, engagement design, as well as social campaigns. With his 19 years of experience in digital consulting, Tom has assisted over a hundred corporate, government and nonprofit clients on four continents in their online communications, from online strategy to user research, experience design and CMS implementations. The key clients Tom has worked with include International Committee of the Red Cross, Zurich Financial Services, Swiss National Bank, Bayer Pharma, Australian Museum, Philips Healthcare, Westpac Group, Microsoft, City of Zurich, National Archives of Australia, Australian Department of Defence, Monetary Authority of Singapore, and Competition Commission Singapore. As an experienced business and strategy consultant, Tom speaks six languages and holds an MBA from Macquarie Graduate School of Management, one of the top global business schools. He specializes in user engagement, including research, usability and accessibility, information architecture and online strategy, as well as social media.

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