Preview Agenda – Chief Customer Experience Officer Summit Singapore
25 October 2023 @PARKROYAL COLLECTION Marina Bay

08:45 - 09:15 | Registration & Speed Networking & Breakfast

09:15 - 09:25 | Chairperson Introduction & Overview

09:25 - 09:40 | Opening Speech - Key CX Trends, Insights and Forecasts

09:40 - 10:30 | Interactive Panel

[Customer-Centric Transformation] Knitting Customer and Employee Experiences to Scale Customer Centricity Cultures

– How to build-up customer-first culture within organisations with metrics and objectives?
– How important is the voice of customers (and voice of employees) and how can it be heard?
– How to scale customer-centric practices across organisation?

10:30 - 10:45 | Networking Coffee Break

10:45 - 11:45 | Panel Leading to Roundtable Discussion

[Customer Lifetime Value] The Importance of Customer Lifetime Value for CX Leaders

– How to enhance the customer journey and lifetime value through a unified experience?
– Understand the impact of the customer journey with mapping and analysis.
– Connecting with the consumer better, making their journey smoother.

11:45 - 12:00 | Networking Coffee Break

12:00 - 12:15 | Lighting Talk

[CX Leadership] Defining the Cross-Silo Nature of Effective Customer Experience Efforts

– How to deliver CX goals across silos to refine and reinforce those goals?
– Adapting a to a cross-functional approach with the end-user in mind.
– Maintaining a competitive advantage in the digital marketplace by nurturing a collaborative approach for a more efficient use of resources and increased innovation.

12:15 - 13:05 | Interactive Panel

[Community Experience] Beyond Customer Experience: Building Engaged Communities with Loyal Customers

– How do current CX trends are cultivated by community engagement among customers?
– How communities build trust, drive innovation and help businesses growth.

13:05 - 15:00 | Closing Remarks & Networking Lunch Buffet

End of Summit