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Chief Customer Experience Officer Luncheon

Executive Virtual Roundtable: Humanising Customer Engagement

Live Session Ended: 18th January, 2022

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Overview

Customers today expect mobile and personalized self-service when they experience a problem. Companies not providing it see higher customer service costs and lower customer satisfaction, impacting retention and revenue growth. On the other hand, disconnected and legacy systems force agents to switch between systems when fielding even simple customer requests. This has a negative effect on their productivity, resulting in slows service delivery, and ultimately impacts customer satisfaction.
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In this roundtable, we will discuss the recent trends on how leaders in customer experience drive customer loyalty with connected digital workflows and how they go beyond traditional CRM and field service. We will start with a short presentation about how digital workflows has become the building blocks for modern customer experience, follow by a fireside chat with Mr. Allen Wong, Deloitte Digital HK Leader, in discussing what are the recent trends we see in the Greater Bay Area (GBA) market.

Event Agenda

Moderators

Chye Yien

Linkedin

Senior Strategic Business Consultant, APAC Braze

Chye leads Industry Solutions at Braze in APAC, a dedicated team developing breakthrough growth opportunities and strategies for Braze to compete and win in each industry. Chye has more than 10 years of experience as a marketing professional, working in global organisations across finance and media industry. She was also leading a digital team in a global agency, focused on driving innovation and delivering business growth.

Augustin Du Mesnildot

Linkedin

VP of Online Marketing, Pomelo

Augustin du Mesnildot is Vice President of Online Marketing at Pomelo, Southeast Asia’s leading omnichannel fashion platform. He currently oversees all aspects of Pomelo’s performance marketing, engagement, and partnerships, spearheading Pomelo’s regional digital marketing strategy. Augustin has 10 years of experience in marketing and e-commerce, having previously worked in Paris, Shanghai, and Berlin. Before joining Pomelo, Augustin led Revolve’s international expansion strategy, driving advertising initiatives across key markets. He also served as the head of digital marketing at SmartBuyGlasses.

Our Sponsors

Salesforce

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Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies – cloud, mobile, social, voice, and artificial intelligence – to connect to their customers in a whole new way. The Salesforce Customer 360 is an integrated CRM platform, powered by AI, that unites marketing, sales, commerce, IT and analytics departments. It gives these teams a single, shared view of their customers so they can work together to build lasting, trusted relationships and deliver the personalised experiences their customers expect. Salesforce is committed to a set of core values – trust, customer success, innovation, and equality of every human being. Salesforce is one of the leaders on Fortune’s Change the World list, and has been one of Fortune’s 100 Best Companies to Work For, for twelve years in a row.

Tealium

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Tealium connects customer data– spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium empowers companies to create a unified, real-time customer data infrastructure. The Tealium Customer Data Hub encompasses tag management, an API hub, a customer data platform with machine learning, and data management solutions that make customer data more valuable, actionable, and secure. Over 1,000 businesses worldwide trust Tealium to power their customer data strategies.

Adobe

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Company description: Creativity is in our DNA. Our game-changing innovations are redefining the possibilities of digital experiences. We connect content and data and introduce new technologies that democratise creativity, shape the next generation of storytelling and inspire entirely new categories of business.

Braze

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Braze is a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands like Citi, Burger King, Sephora, Disney, Telstra & Skyscanner foster human connection across email, mobile, SMS, and web. Named a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms, Braze is headquartered in New York with offices in Chicago, London, San Francisco, and Singapore.

ServiceNow

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ServiceNow (NYSE: NOW) is the fastest-growing enterprise cloud software company in the world above $1 billion. Founded in 2004 with the goal of making work easier for people, ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for more than 6,200 enterprise customers worldwide, including approximately 80% of the Fortune 500.

ON24

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ON24 is on a mission to transform the way marketers market, powering the live, always-on and personalised experiences that businesses need to create engagement, deliver data, find demand and drive revenue. Through the ON24 Platform, marketers can build data-rich, interactive webinar and content experiences, understand audience behavior and turn that intelligence into action. Informed by more than a billion engagement minutes — including 12 million polls, 1.3 million surveys, 1.5 million conversations, and conversion of over 17 million resources — marketers drive more revenue from ON24 experiences than any other digital channel. Headquartered in San Francisco, ON24 has a wide global footprint with eight offices in key regions, including London, Munich, Singapore, Stockholm and Sydney.

SAP

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As the market leader in enterprise application software, SAP is helping companies of all sizes and in all industries run better by redefining ERP and creating networks of intelligent enterprises that provide transparency, resiliency, and sustainability across supply chains.

Their end-to-end suite of applications and services enables our customers to operate profitably, adapt continuously, and make a difference worldwide.

Forrit

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Forrit – the next-generation Azure Content Management System that helps you create exceptional online customer experiences.

Their easy-to-use CMS lets you build and edit your website with minimal tech skills. With a host of security and audit features built-in, Forrit will help you reduce risk and comply with regulations.
For more information, visit LinkedIn, X.

Qualtrics

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Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand.

Over 13,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about.

To learn more, please visit Qualtrics.
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