DEVELOPING THE RIGHT CX STRATEGY USING INNOVATION & TECHNOLOGY TO DRIVE FUTURE GROWTH Researched and produced by Main Conference: 13 - 15 March 2016 l Venue: Phuket, Thailand LEARN AND NETWORK WITH OUR CX EXPERTS: Adam Geneave Vice President Customer Experience Wyndham Vacation Resorts Asia Pacific Matt Paterson General Manager Customer Care, Vodafone Edrick Ho Head of Digital and Channel Management, Retail Banking, Asia Pacific, ANZ Bank Michelle Choo Director Customer Experience, Singtel Erison Oktavian CTO, UMG Myanmar Binu Azad Director Global Business Analytics, Philips Jacqueline Lau Assistant Vice President Quality Service Management, Changi Airport Brenda M Dichoso Chief Customer Care Officer, PT Smartfren David Ryan Head of Customer Relations, Cathay Pacific Sardar Saad Naseer Group Senior Manager Platform Development, PTCL Ravi Kumar COO, PT. Mitra Adiperkasa Sandra De Zoysa Group Chief Customer Officer, Dialog Axiata PLC Jane Valero First Vice President Customer Experience Division, Philippine Savings Bank Ryan Hart Principal Analyst, Forrester Vaasu Gavarasana Head of Digital Marketing AXA Independent Research Partner: Attendance is exclusive and by-invitation only Strategic conference sessions tailored for senior decision makers An itinerary customised to your needs including conference sessions, think thanks and consultations One-on-one business meetings to meet your business objectives WHAT MAKES CEM INTERACTIVE TRULY UNIQUE: Anne Lampeter, Consumer Relations Manager Asia Pacific, Mondelez International “ Informative, interactive, great networking opportunity, interesting speakers and guests. Time well spent!” 1 Sponsors: www.ceminteractive.com
Transcript
DEVELOPING THE RIGHT CX STRATEGY USING INNOVATION & TECHNOLOGY TO DRIVE FUTURE GROWTH
Researched and produced by
Main Conference: 13 - 15 March 2016 l Venue: Phuket, Thailand
LEARN AND NETWORK WITH OUR CX EXPERTS:Adam GeneaveVice President Customer ExperienceWyndham Vacation Resorts Asia Pacifi c
Matt PatersonGeneral Manager Customer Care, Vodafone
Edrick HoHead of Digital and Channel Management, Retail Banking, Asia Pacifi c, ANZ Bank
Sandra De ZoysaGroup ChiefCustomer Offi cer,Dialog Axiata PLC
Jane ValeroFirst Vice President Customer Experience Division, Philippine Savings Bank
Ryan HartPrincipal Analyst, Forrester
Vaasu GavarasanaHead of Digital MarketingAXA
Independent Research Partner:
Attendance is exclusive and by-invitation only
Strategic conference sessions tailored for senior decision makers
An itinerary customised to your needs including conference sessions, think thanks and consultations
One-on-one business meetings to meet your business objectives
WHAT MAKES CEM INTERACTIVE TRULY UNIQUE:
Anne Lampeter, Consumer Relations Manager Asia Pacifi c, Mondelez International
“ Informative, interactive, great networking opportunity, interesting speakers and guests. Time well spent!”
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Sponsors:
www.ceminteractive.com
Dear colleague,
Following the success of the Customer Experience Asia Summit, I am pleased to invite you to once again come together to engage in intensive, insightful and open discussions at the CEM Interactive 2016 forum on 13 - 15 March 2016 in Phuket.
This exclusive, by-invitation only event has opened up a new channel of positive dialogue between customer experience executives and handpicked partners over two-days to understand each other’s perspectives and experiences through exceptional networking, business meetings and strategic information sharing sessions.
The CEM Interactive is not a typical conference and there are some key distinguishing features that provide you with a truly unique forum in which to participate:
Attendance is exclusive - Participation is strictly limited to senior executives from leading corporations to facilitate true peer-level networking.
Strategic conference sessions - The intellectual content of the conference programme is specifically designed for the seniority and maturity of the attendees.
An itinerary customised to your current business objectives - Attendees customise their agendas by selecting conference sessions, Think Tanks and one-on-one meetings with solution providers that they are most interested in meeting and networking with. One-on-one business meetings – The business meetings
provide an exceptional opportunity for event participants to assess the solutions and services that are available to help them to achieve their business objectives.
So come and join us at CEM Interactive to meet the key players and help shape the future of customer experience.
We look forward to seeing you at the event!
Sincerely,
Nazrul AmanCustomer Experience Asia
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BY INVITATION ONLYThis event is by invitation only. We qualify all attendees on job function and strategic responsibility to ensure
you’re guaranteed to meet and engage with an elite group of customer experience leaders.
Every attendee must have an active project within their customer experience function, and must answer ‘yes’
to two of the following criteria in order to gain an invitation:
My company’s annual turnover is 1 billion or above
I sit in the C-suite or report directly to the C-suite
I control or directly influence where customer experience budget is spent
I control or directly influence corporate strategy at regional, divisional or group level
I have a personal annual customer experience budget of US$250,000 or above
REGISTER! Remember this event is by invitation only. To register your interest, please contact me directly.
Be quick as spaces are limited and are on a first come, first served basis!
WHO WILL BE PARTICIPATING IN CEM INTERACTIVE? To ensure the event offers the highest degree of relevancy, only senior executives are invited to attend. This exclusive format allows delegates to connect with those peers whose insights they respect the most – through exceptional networking, business meetings and strategic information-sharing sessions.
45 specially selected participating key stakeholders from across the CEM space including: Chief Customer Officer Chief Marketing Officer VP/ Director/ Head of: Customer Experience Customer Strategy Marketing Consumer/Customer Insights Customer Loyalty Digital and/or Social Media
Representation from the following key industries includes: Financial Services (banking and insurance) Telecommunications Retail Travel Hospitality IT
High Tech Manufacturing Consumer Goods Healthcare & Pharmaceutical F&B Utilities Public Sector
1700 Registration and Networking Reception How does this work? You will be greeted at registration by the CEM Interactive team who will run through your personal
schedule for the two days.
1800 Networking Dinner
2000 End of Pre-Conference Day
0800 Registration and Refreshments
0830 Welcome Address by CEM Interactive
0835 Opening Remarks from the Chairperson
0845 Driving a Customer-centric Culture Across your Organisation
Adam Geneave, Vice President Customer Experience, Wyndham Vacation Resorts Asia Pacific
0915 Interactive Discussion Groups These roundtables provide you the platform to discuss in-depth on the key challenges faced by customer experience leaders,
and identify how you can drive efficiency and improve your customer satisfaction.
1120 Embracing Technology: Vodafone’s Use of Smartphone as their CX engagement tool By 2017, over 50% of commerce will be conducted on mobile (according to Gartner). Organisations need to reach out to their
users on this preferred platform but with what content? With the rise of new content messages such as video, messages need to be not only utilitarian in nature but also personalised enough to keep the customer engaged.
§ Discover how Vodafone engages the millennials in its multi-channel platform to deliver amazing experience and drive customer acquisitions
§ Harnessing the power and ROI of the smartphone engagement tool
Matt Paterson, General Manager Customer Care, Vodafone
1155 8 Steps to a Customer-centric Organisation In this session you will learn how to improve customer experience at a very strategic and macro-level with Vaasu’s 8 Steps
to a Customer-centric Organisation which you can implement immediately. There are many methods for improving customer experience, but focusing on these 8 steps will fast help you realise a positive impact on customer loyalty, higher retention and increased revenue.
Vaasu Gavarasana, Head of Digital Marketing, AXA
1015
Morning Tea and Networking Break @ Exhibition Foyer
One-to-one business meetings 1
1050 One-to-one business meetings 2 Think Tank 1: Complexity of your Customer Journey in the Connected Market (turn to p. 6 for full information)
Roundtable 1: Enhance CX and Increase Business Growth through Implementing Successful VoC Programs
Ravi Kumar, COO, PT. Mitra Adiperkasa
Roundtable 2: Customer Journey Designs - What do Amazing Emotional Customer Jouneys Look Like?
Roundtable 3: Driving a Customer-centric Culture to Enhance Employee Performance and Customer Satisfaction
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata PLC
1345 What does Today’s Customer Journey Involve? The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink
how they connect with and engage their customers. § Understand the changing customer behaviour induced by technology and how it impacts your engagement channels. § The connected digital customer decision making process.
Edrick Ho, Head of Digital and Channel Management, Retail Banking, Asia Pacific, ANZ
1415 Discover how Singtel Delivers the Best Customer Experience through their 4 Pillar CE Programme This keynote session will highlight Singtel’s journey of maintaining an excellent level of Customer Experience and building
an internal culture that strives to put the customer first. Discover the 4 pillar of Singtel’s Customer Experience Programme: Measurement, Governance, Improvement and Culture.
Find out how the CE team in Singtel partnered with various departments and teams to drive a customer-centric culture across the entire organisation.
This is your opportunity to hear from the Winner of Best Customer Experience Team from the CEM Excellence Awards!
Michelle Choo, Director Customer Experience, Singtel
MAIN CONFERENCE DAY ONEMonday, 14th March 2016
1630 Interactive Discussion Groups These roundtables provide you the platform to discuss in-depth on the key challenges faced by customer experience leaders,
and identify how you can drive efficiency and improve your customer satisfaction.
1450
Afternoon Tea and Networking Break @ Exhibition Foyer
One-to-one business meetings 4
1525 One-to-one business meetings 5
Think Tank 2: Using Data to move to Predictive Personalised Customer Engagement (turn to p. 6 for full information)
1600 One-to-one business meetings 6
1730 PSBank’s Customer Experience Journey – Overcoming Challenges in Setting-up an Integrated Approach to Customer-centricity § Learn how PSBank achieved sponsorship from top management for CX programmes § Discover how PSBank empowered employees to truly impact customer experience § Achieving a balanced scorecard – delivering customer experience vs. financials § Find out the successful initiatives deployed by PSBank to achieve a customer-centric culture
Jane Valero, First Vice President Customer Experience Division, Philippine Savings Bank
1800 Closing remarks from the Chairperson
1805 NETWORKING DINNER
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Roundtable 1: Creating a Global Unified Omni-channel Experience by Removing Organisational Silos
Roundtable 2: Transforming Customer Interactions into Digitally Empowered Experiences
Edrick Ho, Head of Digital and Channel Management, Retail Banking, Asia Pacific, ANZ
Roundtable 3: Turning Big Data into Customer Experience Treasures
Binu Azad, Director Global Business Analytics, Philips
0900 The Future of Customer Experience: 2016 Trends and Predictions
Ryan Hart, Principal Analyst, Forrester
0930 Managing Partners to Deliver the Changi Experience The world’s best, Changi Airport works with a multitude of partners to deliver on their mission of providing exceptional customer
experience to all who pass through their doors. And although your partners might seem far removed from customers at times, the truth is, how you manage your business’ relationship with them can impact your customer experience in a big way.
§ Learn how the airport engages and manages its partner relationships to safeguard the Changi Experience of a singular and seamless customer experience
§ Discover how Changi is making sure that their partners have a good experience working with them through various onboarding, training and awards programmes
Jacqueline Lau, Assistant Vice President Quality Service Management, Changi Airport
1005
Morning Tea and Networking Break @ Exhibition Foyer
One-to-one business meetings 7
1040 One-to-one business meetings 8
Think Tank 3: Social Media Platforms: How do you Delight your Customers and Minimise Backlash when Problems Arise? (turn to p. 6 for full information)
1310
Afternoon Tea and Networking Break @ Exhibition Foyer
One-to-one business meetings 9
1345 One-to-one business meetings 10
Think Tank 4: Improving PTCL’s Service Delivery Platforms to Add Substantial Value to Overall Customer Experience(turn to p. 6 for full information)
1420 One-to-one business meetings 11
1455 Delivering the eCommerce Customer Experience Seamlessly Across All Channels to Drive Awareness to Conversion In a mobile ecosystem, brands are not confined to the four concrete walls of a store. As more and more customers go online - to search and shop here and now - retailers will finally embrace the mobile shift. It’s the dawn of click-and-mortars: the hybrid shopping experience; responsive websites and one-touch mobile payments. § The big shift of PT. MAP – discover the journey behind the birth of MAPeMALL § Learn how PT. MAP is creating a truly seamless customer experience through integrating their online and brick and mortar store, with innovative engagement strategies § Find out how PT. MAP is able to merge physical and digital experiences to bring the retail experience to a whole new level
Ravi Kumar, COO, PT. Mitra Adiperkasa
1525 Closing remarks from the Chairperson and End of Conference
1115 Traditional Survey vs NPS: How their Co-existence Gives a 360 View of your CX Programme
1150 Lunch and Networking Break
1240 Employees as the Catalyst to Delivering Amazing Customer Experience A company’s success is defined by the attitude of its employees. Disillusioned, unhappy workers lead to poor performance
and ultimately unhappy customers. Make sure you’re giving your customers the best experience possible by starting with your own workforce.
David Ryan, Head of Customer Relations, Cathay Pacific
Complexity of your Customer Journey in the Connected MarketCustomer don’t care that many cross-functional teams are required to deliver their expectation. They want their experience to be seamless and consistent.§ Are you capturing the right moments?§ Using design thinking approach to map your
customer’s journey§ Transform your customers’ journey while
staying connected to your business drivers
1 Social Media Platforms: How do youDelight your Customers and Minimise Backlash when Problems Arise?Much has been made over the years about the impact of follower and like numbers to a brand. What is the net reality of a high follower count? Or hundreds of re-tweets each day?
Learn how PT Smartfren established their social care platform and understand what matters and what doesn’t in this social media session.
Brenda M Dichoso, Chief Customer Care Offi cer, PT Smartfren
Improving PTCL’s Service Delivery Platforms to Add Substantial Value to Overall Customer ExperienceDiscover how PTCL’s new platform investments have led to improve CX and an 8% growth in customer base with 10% jump in revenue.
This session will cover how PTCL has moved from a product focused store model to a customer-centric multi-channel organisation.
Sardar Saad Naseer, Group Senior Manager Platform Development, PTCL
Want to fi nd a different way to tackle CX issues through, networking, brainstorming or simply just learning and understanding what success looks like for others? If so, our think tanks are designed to facilitate a whole new level of sharing and engagement.
Each think tank provides an opportunity for participants to highlight and explore aspects of the theme through a hands-on discussion format. The sessions are for those willing to be creative, explore new ideas, and unconventional approaches, and seek a broader perspective on CX.
Using Data to Move to Predictive Personalised Customer EngagementAs brands compete ever more for the attention of their customers, a sense of alienation can creep into those on the street. “Do brands really care about what I think?” The question to you should be – “well do you?” Start caring, and start personalising your content and your messaging and start properly reaching out to your customers.
The CEM Interactive is a unique style of event which offers you the opportunity to sit down and engage with 45 specially selected senior-decision makers who are looking to invest in the latest tools and solutions to improve their customer experience over the short to medium term.
Unlike conferences or tradeshows, the primary focus and benefi t of the CEM Interactive forum for solution providers is the intimate setting created; conducive for consultative one to one business meetings to take place.
These pre-qualifi ed, highly relevant meetings are with the delegates of your choice, and are mutually agreed upon per sponsor/delegate choices. All delegate preferences and investment data for the event is provided prior to enable the sponsor to choose those best in line for its solutions. Delegates will also have the opportunity to choose the sponsors that fi t their priorities and timescales.
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THOUGHT LEADERSHIPshowcase your experiences and key differentiators• Plenary speaking• Moderate a panel• Chair the conference• Interactive round tables leader• Think Tank Leader
NETWORKING maintain existing relationships and make new contacts• Premium meeting point• Standard meeting point • VIP breakfast• VIP private lunch• Cocktail partner• One-to-one private
OUR ATTENDEES ARE LOOKING FORTHESE SOLUTIONS – CAN YOU HELP?
At CEM Interactive, we want to understand what the primary market needs. And so we ask them. Here are some of the highlights and buying patterns of our 2015 CEM Asia delegates…
TOP TRENDS THAT EXECUTIVES BELIEVE WILL BE AFFECTING CEM IN THE NEXT TWO YEARS
WHAT IS THE FOCUS FOR CEM LEADERS IN 2015/2016?
BUYER PROFILES OF OUR DELEGATESAt CEM Interactive, we clearly identify which of the primary market are about to buy and where they are in that buy cycle to ensure that we are connecting them with the right vendors to help them overcome their challenges.
How? Contact Daniel Von Burg on +65 6722 9388 or email [email protected] to find out how we can help you connect with actively buying decision makers with allocated budgets.
