Previous Agenda – Chief Customer Experience Officer Summit Singapore 2023

09:00 - 09:30 | Registration & Speed Networking & Breakfast

09:30 - 09:35 | Chairperson Introduction & Overview

Elaine Li

Head of Growth & Partnerships, BEETc

Tom Blackman

Head of Global Accounts, Asia Pacific & Japan, Zendesk

09:35 - 09:50 | Lightning Talk

[CX Trends] AI’s Next Frontier and The Impact to CX

– Explore the groundbreaking impact of artificial intelligence (AI) on customer interactions and its potential to reshape businesses’ relationships with their customers.
– Provide Insights into cutting-edge AI technologies over the years, including natural language processing and machine learning, which are already revolutionising customer support and personalised product recommendations.
– Emphasise AI’s role in driving hyper-personalisation and emotional intelligence in customer experiences while addressing important best practices.

Tom Blackman

Head of Global Accounts, Asia Pacific & Japan, Zendesk

09:50 - 10:35 | Interactive Panel

[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 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.
– How to structure an effective CX team?

How it Works: A 25-minute panel discussion followed by a 20-minute interactive Q&A session between the speakers and the attendees.

Andrea Linander

Group Customer Experience Lead, bolttech

Jed Casey

Global Experience Strategy & Design Lead, Roche

Kailash Joshi

Director, Customer Engagement & Business Intelligence, Global Emerging Markets, GSK

Lino Ahlering

Chief Customer Officer, Daraz (Alibaba Group)

10:35 - 10:55 | Networking Coffee Break

10:55 - 11:10 | Lightning Talk

[First-Party Data] Cookies and Cream without the Cookies is Just…Vanilla: The Missing Ingredient for Individualisation in a Cookieless World

– How to leverage zero and first-party data to create accurate customer profiles?
– How Twilio Segment’s customer data platform can deliver the unique and individualised experiences your customers crave in a cookieless future.

Jimmy Pak

Staff Solutions Engineer, Twilio Segment

11:10 - 12:10 | Panel Leading to Roundtable Discussion

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

– How to build-up customer-first culture within organisations with metrics and objectives to enhance your return on CX investment (ROCXI)?
– 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?

How it Works: A 30-minute panel to set the scene followed by a 30-minute facilitated roundtable discussion with both speakers & attendees participating. Thoughts & key takeaways will be shared and discussed in groups of 8.

Sarindar Kaur Frost

Head of Customer Experience, SEA, Maersk

Fabian Lua

Chief Product Officer, LINE MAN

Kean Yew Lim

Head of Social Media & Consumer Engagement, Asia Pacific, The Coca-Cola Company

Babul Balakrishnan

Head of Customer Experience Operations, Thunes

Pamela Choong

Head of Customer Experience, JTC

12:10 - 12:30 | Networking Coffee Break

12:30 - 12:45 | Lightning Talk

[CX & Chatbots] Slope of Enlightenment: Reinventing CX chatbots with Large Language Models (LLMs)

– The world of endless possibilities with GPT-3, the largest of language models with 175 billion parameters, in improving customer engagement & offering superior personalisation.
– How LLMs have transformed chatbots from being rigid & struggling to comprehend user inputs – to now facilitating smoother conversations & fostering positive brand impression.
– Building efficient contact centers with Large Language Models and the road ahead.

Aakrit Vaish

Co-founder & CEO, Haptik

12:45 - 13:30 | 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.

How it Works: A 25-minute panel to set the scene followed by a 20-minute facilitated roundtable discussion with both speakers & attendees participating. Thoughts & key takeaways will be shared and discussed in groups of 8.

Upma Vermani

Director, Membership Performance, Adidas

Kaisen Wang

Director, Product & Design, Flash Coffee

Bharati Amarnani

Vice President, Customer Support & Product Operations, Coda Payments

13:30 - 15:00 | Closing Remarks & Networking Lunch Buffet

End of Summit