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CEM Focus Day

360° CUSTOMER VIEW FOR BUSINESS PROFITABILITY

8:00 AM - 9:00 AM Registration and Coffee & Tea

9:00 AM - 9:15 AM Chairman’s Welcome Remarks

9:15 AM - 9:45 AM KEYNOTE: Creating a Customer-centric Vision – The Power of Touchpoints in Customer Growth and Retention

Manpreet Singh, Managing Director, Head, Group Customer Experience Management, CIMB Group
· Identifying organisational disconnects in embracing a culture of customer-centric innovation
· Ensuring cohesive departmental silos in better defining and implementing customer experience strategies
· Capturing the essence of digital transformations in architecting integrated customer touchpoints

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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group
· Championing customer interaction strategies that promote greater business value and profitability
· Maximising business agility and scaling customer engagement with the use of technology
· Measuring success and determining ROI from customer experience efforts

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Aspa Lekka

Managing Director
Foodpanda Singapore
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Albert Khoo

Head Customer Experience
AmBank Berhad
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Malcolm Koh

Head of Customer Experience
Grab
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Raj Chaudhuri

Director of Customer Fulfillment Network, Global Servicing Network
American Express

10:30 AM - 11:15 AM Morning Refreshment Break

DIGITAL AND OMNI-CHANNEL CUSTOMER ENGAGEMENT

11:15 AM - 12:00 PM PANEL: Harnessing Digital Strategies in Customer Lifecycle Management and Ensuring Seamless Service Delivery

Jonathan Hwa, Regional Head of Customer Experience, ZALORA Group Kelly Lau, , DBS Bank Sareena Baldhiraj, Vice President, Customer Support and Success, TradeGecko
· Marketing across segments, channels and products in the digital age – What works best?
· Striking a balance between offline / online customer channels and the human touch
· Managing and optimising digital engagement in achieving full customer visibility

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Jonathan Hwa

Regional Head of Customer Experience
ZALORA Group
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Kelly Lau


DBS Bank
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Sareena Baldhiraj

Vice President, Customer Support and Success
TradeGecko

12:00 PM - NaN:NaN AM Going Beyond NPS: Empowering Voice of the Customer (VOC) Programmes to Capture Accurate Feedback and Insights

Nithi Kumar, Director, Head of Customer Centricity Asia, Telenor Group
· Current trends and tools in the VOC space – How to capture all the right metrics?
· Utilising customer insights and accelerating the process with prototypes
· Integrating NPS and VOC: How customer experience data can be an enabler to improving business strategies

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Nithi Kumar

Director, Head of Customer Centricity Asia
Telenor Group

12:30 PM - 1:30 PM Networking Lunch

CUSTOMER JOURNEY AND BRAND LOYALTY

1:30 PM - NaN:NaN AM Customer Journey Optimisation: Putting a Smile in the Last Mile

Charles Brewer, CEO, DHL eCommerce

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Charles Brewer

CEO
DHL eCommerce
· A reality check on product and service propositions towards enhancing customer satisfaction, loyalty and retention
· Fostering brand love with powerful and differentiated customer experiences
· Future trends on real-time gratification and diversity of loyalty programmes

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Peter Fernandez

Regional Customer Contact Centre Manager
Ikano
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Anila Fredericks

Head of Customer Service Operations
Telstra
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Aaron Delapaz

Head, Operations - Loyalty Division
Cebu Pacific Air

CUSTOMER SCIENCE AND PERSONALISED COMMUNICATION

2:45 PM - 3:30 PM PANEL: Multi-channel and Multi-generational Consumer Engagement – Establishing the Strategy and Roadmap for Excellence

Malcolm Koh, Head of Customer Experience, Grab
· What should marketers and retailers keep in mind about millennials and generational differences?
· Designing and delivering generation-tailored customer journeys and personalised campaigns
· How and to what degree are current social trends reshaping consumer mindset and changing customer engagement?

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Malcolm Koh

Head of Customer Experience
Grab

3:30 PM - 3:40 PM Chairman’s Closing Remarks

3:40 PM - NaN:NaN AM Afternoon Refreshment Break & End of CEM Focus Day

Nithi Kumar, Director, Head of Customer Centricity Asia, Telenor Group

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Nithi Kumar

Director, Head of Customer Centricity Asia
Telenor Group