The Chief Customer Experience Officer Summit Singapore, which took place on 25 October 2023 at the Garden Ballroom of PARKROYAL COLLECTION Marina Bay, was a pivotal component of the CXO Innovation Summit. This event featured an impressive line-up of over 15 C-suite speakers, offering high-quality content on latest CX trends – AI in CX, Generative AI & Chatbot, Customer-Centric culture and more. It also fostered valuable networking and discussions among more than 60 CX leaders in the region.
At the Chief Customer Experience Officer Summit, our attendees represented a diverse cross-section of organisational roles and industries. Notably, over 10% of our participants held Chief-level positions, more than 50% occupied Vice President, Director, or Lead roles. Additionally, over 20% of the attendees were Heads of their respective departments, underscoring the presence of key decision-makers.
The Banking and Financial Services industries made up the largest segment of our audience, closely followed by significant representation from the Consumer Goods & Retail industries. This diverse mix of roles and industries contributed to the event’s richness, fostering insightful discussions and valuable exchanges. Over 70% of the attendee companies are with headcount more than 1000.
Notably, the summit also ran concurrently with the Chief Transformation Officer Summit, both of which were held at the same venue during the same time, creating a dynamic and multifaceted networking experience for all participants.
Let’s have a recap of what has been discussed at the summit.
CX & AI
We had Tom Blackman, Head of Global Accounts, Asia Pacific & Japan at Zendesk to deliver an opening talk on AI’s Next Frontier and The Impact to CX. He had emphasised AI’s role in driving hyper-personalisation and emotional intelligence in customer experiences while addressing important best practices.
CX Leadership
Next, we hosted an interactive panel with multiple questions for our panel on CX Leadership – Defining the Cross-Silo Nature of Effective Customer Experience Efforts.
The panel commenced with a poll that revealed a significant gap in communication regarding CX and its impact on commercial outcomes. This compelling finding spurred our panel speakers to delve deeper into the topic, ultimately leading to the development of clear and precise takeaways that shed light on the crucial relationship between CX and commercial success – Customer experience isn’t the end-goal. Change is – so define the change you seek and craft experiences that enable the change.
CX & First-Party Data
Following a networking coffee break, our agenda featured an enlightening lightning talk centred on the significance of first-party data and the anticipated impact of a cookieless digital landscape on CX strategy. The presentation was expertly delivered by Jimmy Pak, Staff Solutions Engineer at Twilio Segment, who provided our attendees with invaluable insights and real-world case studies on this critical subject.
Customer-Centric Transformation
Then it came to a thought-provoking panel session on Customer-Centric Transformation, our panel speakers conducted a poll that offered insights into the customer-centric culture within the organisations of the attending CX leaders. This engagement allowed both the speakers and the attendees to gain a deeper understanding of the landscape of customer-centricity in the audience’s respective organisations, facilitating a more meaningful and informed discussion.
This session also included a 30-minute roundtable discussion that followed the panel sharing on the stage. This provided attendees with the opportunity for more in-depth and interactive conversations on the topics covered during the panel session.
Here are the takeaways from some of the tables:
- Employee and customer experience are aligned and consistent. Hence, we are able to all talk and walk to the same brand and organisational values.
- Data allow personalised engagement between employee and customer / right person for the right job to achieve both customer and employee experience.
- Leadership have to walk the talk, drive the organisation’s culture, and reward & recognise success stories
CX & Chatbots
We then had another lightning talk on Reinventing CX chatbots with Large Language Models (LLMs), presented by Aakrit Vaish, Co-founder & CEO at Haptik.
Aakrit highlighted how LLMs have revolutionised chatbots amid the emergence of Generative AI by evolving them from their rigid and often struggle-prone nature in understanding user inputs to becoming more adept at facilitating seamless conversations and leaving a positive brand impression. He also emphasised the boundless potential of GPT-3, the largest language model with a staggering 175 billion parameters, in enhancing customer engagement and delivering unmatched levels of personalisation.
Customer Lifetime Value
During the final session of the day, our panel delved into a comprehensive discussion on the topic of customer lifetime value (LTV). The panellists offered valuable insights and perspectives on a range of crucial talking points, which included:
- 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.
That’s a wrap! It was a fantastic day filled with insightful sharing and engaging discussions. We want to express our sincere gratitude to all our participants for generously dedicating their time and sharing their valuable insights, which significantly enriched our collective understanding of the future of CX.
We eagerly look forward to the opportunity to host you once again at the next edition of our event!
Future Engagement
The CXO Innovation Team is thrilled to have had the privilege of hosting an elite and engaging community once again. We encourage you to stay tuned for more exciting updates by following our social media accounts. There’s much more to come, and we look forward to your continued involvement in our future events.
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By: Teddy Fung, November 2023
