Agenda – Chief Customer Experience Officer Summit, 28 October

08:15 - 09:00 | Registration & Speed Networking & Breakfast

09:00 - 09:10 | Chairperson Introduction & Overview

09:10 - 09:20 | Opening Speech

Key CX Trends, Challenges and Opportunities

As the world finally begins to emerge from the worst part of the pandemic, a new breed of challenges arise, affecting businesses and customers at the same time. To no surprise, customer experience has generally suffered a setback as a result of numerous restrictions and adjustments in service standards to cope with added public health precautions, remote working requirements, and digital dependency.

Industries ranging from travel and hospitality, consumer technologies, financial services and so on have experienced a rapid pace of change across their sales and service operations. Yet a new wave of global socio-economic headwinds unrelated to the pandemic have triggered a cascade of additional pressures that worry consumers. In this segment, Forrester will share select CX trends, challenges, and opportunities to inspire ideas among CXOs and strategy professionals.

Tom Mouhsian

Principal Analyst, Customer Experience (APAC)

09:30 - 10:15 | Interactive Panel

CX Challenges: How to Roadmap a Single Customer View to Humanise Customer Experience

– Challenges and struggle to build a single customer view in a legacy organisation
– The correlation between data and 360-degree customer view
– How to champion the customer lifecycle marketing

Rachel Chen

Chief Customer & Digital Officer, HSBC Life

Apply to Speak

10:15 - 11:00 | Interactive Panel

CX Insights: How to Drive Customer, Employee and Brand Experience Innovations

– Use cases and examples to drive innovations on CX, EX and Brand Experience
– The impact of customer and employee advocacy

Jeremy CG Yeo

Government Chief Experience Officer

Jason Huan

Chief Marketing Officer

Alison Turner

Global Head of Client Experience

Apply to Speak

11:00 - 11:30 | Coffee Break

11:30 - 12:15 | Interactive Panel

CX Values: How to Position Your CX Strategies to Align with Branding and Values Proposition

– Differentiate your brand to effectively deliver the brand message to your customers
– Look at game-changing customer values, e.g. ESG, social transformation, authenticity

Caroline Leong

Chief Customer Officer

Venaig Solinhac

SVP & Chief Marketing Officer, Re-Foods

Melisa Teoh

Chief Operating Officer

Ramesh Yadav

Chief Marketing & Growth Officer

12:15 - 13:00 | Interactive Panel

CX Forecast: How to Embark on a Customer Experience Transformation

– The current state of your CX Transformation
– The desired future state of your organisation on experience innovation

Shari Van Cleave

Global Head / MD Digital & Data Commercialization and Client Experience

Akhil Bhan

Group Head of Customer Experience

Apply to Speak

13:00 - 14:00 | Lunch & Networking

14:00 - 15:00

Roundtable Discussion: Be the Smarter, Faster, Customer-First Growth Leader

– What are the top success metrics/ KPIs / goals that matter most to a CCXO or CMO?
– How are you leveraging analytics, segmentation and engagement to drive growth?
– What is a good retention rate and how do you stack up to Industry Benchmarks?

15:00 - 16:00

Roundtable Discussion: Trust - Imperative or Opportunity for the future of CX?

– The importance of trust and how the lack of it can impact the customer journey
– How to establish trust in every interaction and touchpoint of the customers’ journey
– How to achieve the level of trust that impact customers retention and revenue growth in the post-pandemic world

16:00 - 17:00 | Networking & Departure

a BEETc. event

Sponsorship Opportunities:
Delegate Registration:
General Enquiry:

​Copyright © 2022 BEETc Ltd. All Rights Reserved. Registered in England and Wales. Company Register Number 10786196