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Registrations on or before 20th May 2016
Standard Rate
Financial Institutions* US$1095.00 US$1295.00
Standard Rate US$1595.00 US$1795.00
Marketforce presents
WWW.MARKETFORCE.EU.COM/CXASIA
Marketforce is proud to announce the inaugural 20:20 Customer Experience: Financial Services – Asia Pacific conference. Join industry leaders to discuss and debate the current and future trends in customer experience.
Customer Experience in Financial Services: Asia Pacific
7th & 8th June 2016Suntec, Singapore
Dr. Ruediger SchaeferRegional COOAllianz
Tim OliverGroup Chief Commercial & Marketing OfficerFWD
Joe LapierreRegional Head Digital IT TransformationAXA
HuiHui LiPresident, Global Business ManagementEvergrowing Bank
Chatchawan SangpreedeekornVP Digital and Customer ExperienceSCB
Jurgen MeerschaegeSVP, Head of Operational Analytics & Decision SupportDBS
Wendy LeeDirector, Digital SolutionsAgeasAsia
Warren CammackHead of InnovationVietnam International Bank
Stephanie MyersVP Digital ChannelsHSBC
KK LooSVP, Chief Agency OfficerAIGChina
Troy BarnesHead of Customer ExperienceAIAMalaysia
Sharmila MartisHead, Frontline EngagementStandard Chartered Bank
Engage, excite and delight your customer with the best in customer experience strategies
“The speaker list is really impressive. I am looking forward to taking part in the conference!”
Dr. Ruediger Schaefer, Regional COO, Allianz
EARLY REGISTRATION RATES
Book now and save US$200 before the early rate expires
SPECIAL DISCOUNT
Additional 15% discount for group bookings of 3 or more delegates
In this era of digital change and technological advancement, the customer has never been more important. The
heightened expectations and increased connectivity of customers has meant that the need for a better understanding
and a customer-centric strategy is at the heart of financial services business models. Engage with your peers at this
thought-provoking conference and benefit from the vital lessons given by senior industry leaders.
and debate the increasing demands of your customerDISCUSS
with customer experience professionals from across the financial services sectorNETWORK
how to engage your employees to ensure complete customer centricityDISCOVER
the importance of data and analyticsUNDERSTAND
how to translate that all important data into insightLEARN
“Fantastic representation from around the industry
and an outstanding opportunity to share
views and hear different perspectives.”
Mark MullenChief Executive Officer, Atom Bank
“Some excellent speakers with insightful views both
interesting and useful takeaways“
Associate Director, Fidelity Worldwide Investment
100+ BLOG PIECES
& VIDEOS
2000 MEMBERS
FORTNIGHLY NEWSLETTER
The 20:20 Customer Experience Network is a cutting edge
global hub that brings together customer experience
professionals to gain insights and share opinions.
•Access exclusive videos, expert blogs, articles, speaker presentations & much more
•Participate in polls, debates and conversation
•Connectwith your industry peers around the globe.
Customer Experience:
NETWORK
http://2020.marketforce.eu.com/
Mobile Voting Sessions
FEEDBACK FROM PREVIOUS
CUSTOMER EXPERIENCE EVENTS
5+ hours of networking time
Over 12 hours of content
InteractivePanel Discussions
DAY1 - TUESDAY7THJUNE2016
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3
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09.00 Welcome address by Marketforce
09.05 Chair’s opening remarks
Striving for outstanding customer experience
09.10 Delivering excellence in customer experience•Whatdoesexcellenceincustomerexperiencemean?•Whatarethefundamentalsofsuccessfulcustomerservice?•Appreciatingtheimportanceofrelevantcustomerexperience•CreatingandmaintainingmeaningfulcustomerrelationshipsSpeaker to be confirmed
09.30
P2P
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Case Study
Our journey to becoming a truly customer-focused bankTwo years ago Warren Cammack joined Vietnam International Bank as Chief Innovation Officer. Over the last twenty four months he has dedicated himself to driving VIB towards customer centricity. In this presentation, Warren will tell us how the culture has changed, the challenges faced and the successes achieved.Warren Cammack, Head of Innovation, Vietnam International Bank
09.50 Advisory session
10.10
P2P
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Leaders’ Forum
Customer centricity: the new competitive edge•Succeedinginahighlycompetitiveenvironment:customer experience as the answer•Isinvestmentincustomerexperiencejustifiedandwhat challengesdoesitbring?•MaximisingtheROIofcustomerexperience•Profitandservice:understandingtheinterrelationship•Gainingandretainingcustomers:CXasacrucialfactor•Beyondcustomeracquisition:understandingcrossselling,win backs and retention•Customerloyalty:whatistherealvalueofexistingcustomers?HuiHui Li, President, Global Business Management, Evergrowing BankWarren Cammack, Head of Innovation, Vietnam International BankBhaskar Katta, Regional COO,ANZ
10.40 Refreshments
Knowing and understanding your customer
11.10 Data and analytics: the key to great customer experience?•Buildingabetterpictureofcustomersandtheirbehaviour•Understandingthelimitationsofdataandanalytics•Real-timeinsights:attaininginstantaneousvalue•Howcanyoueducateyourteamontheimportanceofdataand analytics?Jurgen Meerschaege, SVP, Head of Operational Analytics & Decision Support, DBS
11.30 Translating data into insight•Whataretherightquestionstoasktogainworthwhileinsight?•Actionableintelligence:avoidinguselessdata•Usingyourdatawisely:frominsighttoimprovedcustomer experience•Removingsilos:usingcustomerunderstandingtobreakdown barriersAlexZhang,Director Customer Intelligence Analytics, Prudential
11.50 Advisory session
12.10 P2P
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!P2P
Panel Discussion and Mobile Voting
Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include: Onesizefitsall?Therealityofcustomersegmentation•Whatisthevalueofsegmentation–ismeaningful segmentationachievable?•Age,gender,income,spending:understandinggrouping techniques•Isethnographyvitaltocustomerexperience?•Howcanbanksandinsurersusesegmentationtobettertailor productsandservices?•Withchangingpatternsofbehaviour,whatarethelimitations ofsegmentation?•Lookingtothefuture:isfullpersonalisationtheonlyway forward?Jurgen Meerschaege, SVP, Head of Operational Analytics & Decision Support, DBSJoachim Joseph, VP Head of Customer Service Management, AmBankAmranKhamis, Head of Customer Experience and Innovation, Great Eastern Life Malaysia
12.40 Lunch
Succeeding in an ever-developing and demanding world
13.55 The customers of 2016 and beyond: responding to emerging needs
•Understandingthe“alwayson”customer•Learningfromotherindustries:whatdocustomersreally want?•Intimacyandprivacy:creatinganappropriatepersonalised service•Predictingfutureneeds:whatwillcustomersbeaskingfor overthenextdecade?Tim Oliver, Group Chief Commercial & Marketing Officer, FWD
14.25 Product design and service: how can we create greater value for our customers?
•Movingbeyondpricedifferentiation:whatelsedocustomers lookfor?•Utilisinglifestagesforproductdesign•Understandinghuman-centreddesign:buildinganempathy for people•UsingpredictivemodellinginthecreationofnewproductsDr Ruediger Schaefer, Regional COO, Allianz
14.45 Meeting the emotional needs of customers•Achievinglifegoals:amoresophisticatedresponseto customer needs and aspirations•Leveragingexpertisetohelpcustomersintheirdailyactivities•Human-connectedness:ensuringitsexistenceinfinancial servicesJoachim Joseph, VP Head of Customer Service Management, AmBank
15.05 Advisory session
15.25 Questions
15.40 Refreshments
20:20 Customer Experience in Financial Services: Asia Pacific7th & 8th June 2016 | Suntec, Singapore
FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA
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7
6
5
Measuring your success – utilising customer metrics
16.10 Employing metrics to determine customer satisfaction•TheroleofNPS:understandingyourcustomerexperience strategy•VoC:utilisingcustomerfeedbackonserviceexperiencesand expectations•Therightmetricsfortherightchannels:generatingan accurate picture of user experience•TheblindspotsofmetricsandhowtoavoidthemSharmila Martis, Head, Frontline Engagement, Standard Chartered Bank
16.30 Advisory session
16.50 Customereffort:thenewbuzzwordforachievingoutstanding customer service?
•Whatcancustomerefforttellyouaboutyourcustomer?•Iscustomereffortthewaytobetterunderstandthesuccessof yourservice?•Shouldminimisingcustomereffortbethegoalofcustomer experience?Rory Carty, Head of APAC Customer Experience & Insights, BMWGroupFinancialServicesAustralia
17.10 Questions
17.25 Chair’s closing remarks and end of day one
17.35 Drinks reception
09.00 Chair’s opening remarks
The route to an optimal channel strategy
09.05 Omnichannel integration: crafting a seamless multiplatform experience
•Whyisomnichannelintegrationimportant?•Frictionlessinteractions:ensuringswiftserviceandeasy movement across channels•Brandmessage:consistentidentityonalltouchpoints•IdentifyingandmanagingtheweaknessesofeachchannelDavid Tan, Head of Customer Management, VIB
09.25 Exploring the future development of customer channels•Channelpreferences:willthesechangewithdemographics?•Howwillthetraditionalbranchchangewiththeincreasing useofonlinebanking?•Willtheroleofthecontactcentrechangeinanomnichannel environment?•Understandingtheroleofagentswiththeincreaseindirect customers•Whatwillmobilemeantocustomerchannelsinthefuture?Troy Barnes, Head of Customer Experience,AIAMalaysia
09.45 Advisory session
10.05 P2P
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!P2P
Panel Discussion and Mobile Voting
Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include: Building a digital strategy that meets customer expectations•Howimportantaredigitalchannelsforthecustomersof today?•Assessingtheopportunitiesthatexistwithindigital•Thechallengesofintegratingonlineandofflinechannels•Apps,online,mobilebanking:howcantheseallbeused effectively?•Designinguser-friendlychannels:digitalforallcustomers•Harnessingandutilisingmobilepenetration•Ensuringthatdigitalinteractionremainspersonal•AssessingthelimitationsofdigitalandfillinginthegapsTroy Barnes, Head of Customer Experience,AIAMalaysiaDavid Tan, Head of Customer Management, VIBChatchawan Sangpreedeekorn, VP Digital and Customer Experience, SCB
10.35 Refreshments
Understanding the customer journey
11.05 The customer journey: a day in the life of the customer •Learningbydoing:whyitisimportanttomapcustomeractivity•Whatchallengesdocustomersfaceacrosstheirjourney?•Optimisingthecustomerjourneytoimprovecustomer experience•Howcancustomer-facingprocessesbemoreengagingand responsive?Stephanie Myers, VP Digital Channels, HSBC
11.25 Advisory session
11.45
P2P
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!P2P
Case Study
Building a company from the customer upSpeaker to be confirmed
12.05 Questions
Cultivating a customer-centric culture
12.20 Employee engagement: empowering staff as the first step to top customer experience
•Howtoensurestaffareinvestedinmakingadifferenceand emphasise its necessity•Howcanorganisationsincentivisestafftoprovidegreat customerexperience?•Fosteringanenvironmentofcustomer-focusedoperations•Addingcustomerexperiencetoaresults-orientedworkplaceSpeaker to be confirmed
12.40 Advisory session
13.00
P2P
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Case Study
Managing and maintaining a customer-focused team Agents are a key distribution line for many insurances companies and the agents themselves have a close relationship with the customers that they serve. Given this, how can a company ensure that their customer experience strategy isbeingupheldthroughthiscrucialchannel?KKLooisresponsibleformulti-channelsincludingagents,corporateagencies/IFAs, digital partners, bancassurance and brokers. He will discuss the issues involved in providing the ultimate customer experience both inside AIG and beyond.KK Loo, SVP, Chief Agency Officer,AIGChina
13.20 Questions
13.35 Lunch
DAY2 - WEDNESDAY8THJUNE2016
FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA
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FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA
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Overcoming the barriers to optimal customer experience
14.50 Legacy systems: handling limited agility within financial services
•Whatchallengesdolegacysystemsposetoenhancing customerexperience?•Improvethespeedofoperationswithoutexcessivebusiness interruption•Whattoconsiderwhenthinkingaboutinvestinginnew systems•Minimisingriskwhenundergoingalargesystem transformationJoe Lapierre, Regional Head Digital IT Transformation, AXA
15.10 Providing superb customer experience within a regulated environment
•Regulationvscustomerexpectations:handlingtheconflict•Understandingrestrictionsoncustomeridentification•Workingwithoutanelectronicsignature•Compliance:treatingyourcustomerfairlyHuiHui Li, President, Global Business Management, Evergrowing Bank
15.30 Advisory session
15.50 Questions
Customer experience in 2020
16.05 P2P
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!P2P
Panel Discussion
Exploring future developments in customer experience•FinTech:exploringthechallengesandopportunities•Aggregators:howtodifferentiateonCXinapremiumprice war•Willcurrentmetricsbeasatisfactorymeasureofcustomer experienceinthedigitalage?•Howwillregulatorsaffectcustomerexperienceinthefuture?•Millennials:howwilltheirneedschangethefaceof experience?•Sensorsandtheriseofwearables•SocialmediaanditsdevelopingroleincustomerexperienceJoe Lapierre, Regional Head Digital IT Transformation, AXAWendy Lee, Director – Digital Solutions, AgeasAndreHesselink, CEO, GoBear
16.35 Chair’s closing remarks and end of conference
Amazon Web ServicesANXInternational
ANZ BankBangkok Bank
Bank Negara MalaysiaBank of New Zealand
Bank of the Philippine IslandsBank RakyatBankMobile
Barclays BankBehavioSec
Credit SuisseDBS Bank
Deutsche BankForrester Research
Go BearGoogle
Hong Kong Monetary AuthorityHSBC BankICICI Bank
InfosysLiberty Mutual Insurance
MasterCardMaybank
Mercedes Benz Financial ServicesNordea Bank
Oliver Wyman GroupPegasystems
SalesforceSiam Commercial Bank
Singapore FinTech ConsortiumStandard Chartered BankStartupbootcamp FinTech
Thanachart BankUangTeman
United Overseas BankVietnam International Bank
VP BankWestpac Bank
YoloPay
WHOCANYOUMEET?
Earlier in March 2016, our Future of Digital Banking: Asia Pacific conference held in Singapore was attended by over 120 senior financial services professionals from across the region.
Retail Banks
Cards & Payments
Other FinancialInstitutions
IT Solutions & Fintech
Consultancies
INTERESTEDINSPEAKING,EXHIBITINGORHOSTINGANEVENTAROUNDTHECONFERENCE?
There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch:
Tel: +603 2181 4741 Email: [email protected]
EXCLUSIVERATESFORFINANCIALINSTITUTIONPROFESSIONALSAVAILABLE
Other
17%
Attendeebreakdown
43%
14%
9%
8%
9%
17%
20:20 Customer Experience in Financial Services: Asia Pacific7th & 8th June 2016 | Suntec, Singapore
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Terms and ConditionsDelegate informationRegistration and document distribution from 8.30am on Tuesday 7th June 2016.
Event accommodationOvernight accommodation and travel costs are not included in the registration fee. For furtherinformation on discounted hotel rooms, please refer to the delegate pack which will be sent outonce you have confirmed your place.
Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditionsThe fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers.
CancellationsCancellations must be received in writing to [email protected]. Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of US$160 per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time.
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Delegate Information
Registrations on or before 20th May 2016
Standard Rate
Financial Institutions* US$1095.00 US$1295.00
Standard Rate US$1595.00 US$1795.00
15% DISCOUNT
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To register your place, please visit the website at www.marketforce.eu.com/cxasia or fill out the below form and return to [email protected]. For any queries, please call +44(0)207 760 8699.
* This rate is available for financial institutions only. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final.
WWW.MARKETFORCE.EU.COM/CXASIA
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