CXO Innovation Summits Private Luncheon: Driving Customer Loyalty

Chief Customer Experience Officer Luncheon

Private Executive Luncheon: Driving Customer Loyalty with Connected Digital Workflows

Tin Lung Heen - The Ritz-Carlton, International Commerce Centre (ICC), 102/F, The Ritz-Carlton, Hong Kong, 1 Austin Rd W, Tsim Sha Tsui, Hong Kong

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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.

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

Albert Li

Managing Director, North Asia, ServiceNow

Albert has over 2 decades of extensive IT&T experience, ranging from SAAS, Software, Hardware to Telcom. His passion is to join hands with organizations to help them build and accelerate the Future of IT, and customer success is always a top-of-mind priority for him. Throughout the last decade, Albert has played a key role in helping over 100 companies on their digital transformation journey, translating significant value into the business. Outside of work, Albert is a sports enthusiast, and regularly participates in various sports team.

Davis Ng

Head of Solution Consulting, North Asia, ServiceNow

Davis has 20 years of enterprise software experience in vendors and consulting firms. He has experience to drive organizational adoption in digital transformation initiatives. He is passionate about helping his clients to drive their digital agenda and make IT to become business relevant. Over the years Davis has multiple opportunities to build high performance sales and delivery teams from scratch. Currently based in Hong Kong he has also worked in Shanghai, Singapore, and Taipei.

Allen Wong

Partner & Digital Leader, Deloitte

Allen leads the Deloitte Digital practice in Hong Kong as well as in the Asia Pacific region, and has extensive knowledge and experience in working with executives in the formation of digital transformation with a customer centric approach. His expertise includes digital strategy, operating model design, large scale project delivery of CRM, digital marketing platforms, other customer solutions, and organization change management. He has over 21 years of experience in providing technology consultancy and implementation services across a wide array of clients in Hong Kong, China, the United States and Canada.

Our Sponsors

Salesforce

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

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

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

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

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

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.

Google

Google Marketing Platform helps you plan, buy, measure and optimise digital media and customer experiences in one place. Google Marketing Platform helps you deliver more relevant and effective marketing, while ensuring that you respect your customers’ privacy and give them control over their data.

SAP

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.

Asana

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Headquartered in San Francisco, CA, Asana has more than 100,000 paying customers and millions of free organizations across 190 countries. Global customers such as Amazon, Japan Airlines, Sky and Under Armour rely on Asana to manage everything from company objectives to digital transformation to product launches and marketing campaigns.

monday.com

monday.com is a work operating system (Work OS) where organizations of any size can create the tools and processes they need to manage every aspect of their work. From planning marketing campaigns, cross-functional projects and aligning teams to OKRs, by combining building blocks, like apps automations and integrations, teams can build or customize the workflows of their dreams.

Haptik

At Haptik, our singular mission is to help brands streamline customer communications with our Generative AI-powered omnichannel Conversational CRM, which drives faster issue resolution, a unified support experience, and high-impact one-on-one marketing campaigns. AI is ingrained in the fabric of Haptik with over a decade of AI-powered innovation helping 500+ enterprises deliver superior customer experiences. We’ve processed 10B+ interactions, and 10M+ transactions, and the biggest brands trust us to handle scale and deliver business value. Our cutting-edge NLP engine is the cornerstone of helping enterprises automate the most complex customer engagement journeys with confidence and offer richer conversational experiences. Haptik’s product suite boasts two key lines of products – Interakt & Contakt.

Zendesk

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.

Forrit

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

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.

Integral Ad Science

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry’s most actionable data to drive superior results for the world’s largest advertisers, publishers, and media platforms. IAS’s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, visit integralads.com.

Storyteq

StoryTeq’s revolutionary Creative Automation is enabling major brands around the world to deliver more high-quality content to every channel and market, faster than ever before. That’s premium video, digital, statics and print content, all created in a matter of seconds from our dynamic templates.

And with their Forrester®-recognised ActiveDAM module, local teams can now adopt, adapt, download and distribute hyper-relevant, localised marketing specific to their unique audiences, connecting marketing operations and ensuring brand consistency in every location.

Moengage

Moengage is an insights-led customer engagement platform, trusted by more than 1,200 global consumer brands such as Deutsche Telekom, Soundcloud, Travelodge, Unilever, and more. MoEngage empowers marketers and product owners with insights into customer behaviour and the ability to act on those insights to engage customers across the web, mobile, email, social and messaging channels. Consumer brands across 35 countries use MoEngage to send more than 50 billion messages to engage 900 million users every month.

For more information, visit LinkedIn, X, Facebook, Instagram.

Treasure Data

Treasure Data CDP helps enterprises use all of their customer data to improve campaign performance, achieve operational efficiency, and drive business value with connected customer experiences. Headquartered in Mountain View, CA, Treasure Data is trusted by hundreds of Fortune 500 and Global 2000 companies.

Monsido

Monsido powered by CivicPlus® is a leading website governance and optimization solution designed to enable organizations to deliver a superior and inclusive user experience. The Monsido Platform includes a cohesive suite of tools for website accessibility, quality assurance, brand and content compliance, and more.

Kissflow

Kissflow is a low-code application development platform that brings business users and IT closer to simplifying work management and dramatically accelerating digital transformation.

It is the only low-code platform built for multiple personas has the right blend of features to be both simple and powerful, and allows IT leaders full governance. Organizations can create the widest variety of applications, from simple workflows and project boards to complex organization-wide solutions.

Twilio Segment

Segment is a customer data platform (CDP) that helps companies harness first-party customer data. Our platform democratizes access to reliable data for all teams and offers a complete toolkit to standardize data collection, unify user records, and route customer data into any system where it’s needed. More than 20,000 companies use Segment to make real-time decisions, accelerate growth, and deliver compelling user experiences.

Marigold

MarigoldTM solutions, Cheetah Digital and Selligent help B2C marketers and industry-leading retailers in the UK and EMEA create lasting customer trust and drive brand revenue outcomes by bringing custom and personalised content to every customer.

Cheetah Digital helps marketers develop lasting, one-to-one customer relationships through enterprise-grade solutions that span the customer lifecycle—from accelerating acquisition with zero-party data to deepening engagement to building lifelong loyalty.

Selligent helps B2C marketers establish long-lasting customer relationships with a flexible, cross-channel marketing platform with localised solutions, partners, and support throughout Europe.

Marigold’s approach to relationship marketing stands alone in a world of one-size-fits-all marketing technology companies. Our solutions are designed for your specific size, industry, and maturity, giving you the technology and expertise you need to grow the relationships that grow your business, from customer acquisition to engagement to loyalty. And, with a team of strategists that provide insights into what’s working, what’s not, and what’s changing in your industry, you can maximise ROI at every step.

Great marketing isn’t just about conversion but genuine connection. Learn why 40,000 businesses worldwide trust Marigold as the foundation they need to help relationships take root.

Cielo

Cielo is a Global Talent Partner that helps you find and inspire your unfair share of talent to deliver stellar customer experiences .

They help you change and keep ahead of the curve through talent strategy, employer brand, digital, DEI and change management – effectively turning that talent into bottom-line advantage.

Team ITG

They are the Inspired Thinking Group: one vision, powered by two engines.

Team ITG – their end-to-end creative services, covering everything from strategy, CRM and digital activation to creative production, photography and video.

Storyteq – their game-changing marketing technology, harnessing cutting-edge Creative Automation.

Together, Team ITG is transforming marketing for their global clients.

BCG Boston Consulting Group

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.

BCG was the pioneer in business strategy when it was founded in 1963. Today, they work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organisations to grow, build sustainable competitive advantage, and drive positive societal impact.

EPAM

EPAM is a leading digital transformation services and product engineering company. The multi-disciplinary teams combine business expertise with design thinking, backed by deep roots in world-class engineering. EPAM collaborates with its customers to deliver next-gen solutions that turn complex business challenges into real business values and outcomes.

Ipsos

Ipsos CX are the Global research professionals specialising in customer experience.

At our core we run operationalised Voice of the Customer programmes using best in class technology. Our service-led team bring analytics, insight and CX advisory expertise at the right time and pace to support your CX maturity, capability, capacity and budgets.

Canva

Launched in 2013, Canva is a global online visual communications platform designed to empower the world to design. It’s a simple way to create beautiful designs from presentations to infographics, videos, t-shirts and social media graphics. Featuring a simple drag-and-drop user interface and a vast range of templates ranging from presentations, social media graphics, posters, apparel to videos, plus a huge library of fonts, stock photography, illustrations, video footage and audio clips, anyone can take an idea and create something beautiful.

Epsilo

Epsilo is a SaaS company that helps e-commerce marketers and category managers deliver effective advertising operations across the leading online retail platforms in Southeast Asia. The company leverages integrations with these platforms to enable companies to seamlessly track and optimise in-platform marketing efforts and operational controls across multiple brands, SKUs, websites and countries from within the Epsilo ecosystem.

Acquia

Acquia is the open digital experience company. We provide the world’s most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community — giving our customers the freedom to build tomorrow on their terms.

The Trade Desk

Founded in 2009, The Trade Desk (Nasdaq: TTD) is a technology company that empowers buyers of advertising. Through its self-service, cloud-based platform, ad buyers can create, manage, and optimize more expressive data-driven digital advertising campaigns across ad formats, including display, video, audio, native and social, on a multitude of devices, such as computers, mobile devices, and connected TV. Integrations with major data, inventory, and publisher partners ensure maximum reach and decisioning capabilities, and Enterprise™ APIs enable custom development on top of the platform.

Sitecore

Sitecore delivers a digital experience platform that empowers the world’s smartest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the only company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Leading companies including American Express, ASOS, Carnival Cruise Lines, Kimberly-Clark, L’Oréal and Volvo Cars rely on Sitecore to provide more engaging, personalised experiences for their customers.

LiveRamp

As the leading data connectivity platform powered by core identity capabilities and an unparalleled network, LiveRamp enables companies and their partners to better connect, control, and activate data to transform customer experiences and generate more valuable business outcomes. LiveRamp’s fully interoperable and neutral infrastructure delivers end-to-end addressability for the world’s top brands, agencies, and publishers.

CleverTap

CleverTap is the leading customer engagement and retention platform that helps brands maximize user lifetime value. Consumer brands around the world representing over 8,000 apps—including Vodafone, Star, Sony, Discovery, Fandango LATAM, Carousell, and Gojek—trust CleverTap to help them improve user engagement and retention thereby growing long term revenue.

Emplifi

Emplifi, formerly Astute and Socialbakers, is the leading unified CX platform that brings marketing, care and commerce together to help businesses close the customer experience gap. More than 7,000 brands, including Delta Airlines, Ford Motor Company and McDonalds, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit www.emplifi.io.

Similarweb

Digital is now the most important driver of growth and profitability for just about every business. Similarweb is a platform that gives our customers a true 360 degree view of all digital activity across customers, prospects, partners, and competition. The resulting insights give our customers — who are some of the world’s biggest brands — a digital edge that helps them beat their competition and win their markets.

Appier

Appier is an internationally recognised artificial intelligence company. It is a technology partner to some of the world’s leading brands, helping them effectively implement and leverage AI to drive business growth. It’s suite of enterprise-grade products helps organisations maximise data, uncover hidden insights and personalise customer outreach. Appier was established in 2012 by a passionate team of experts in AI, data analysis, distributed systems and marketing. Appier now extends across 14 offices in APAC with more than 400 employees. It has raised US$162 million in funding, and has been recognised as a leader in AI by Fortune Magazine and others.

Useinsider

We simplify the lives of marketers by helping them connect their data, understand how their users think, and predict what they’ll do next with the help of AI. Freeing marketers from IT helps them create captivating experiences that build brand love—at scale.

Seismic

Seismic is the industry-leading sales enablement and digital sales engagement solution, aligning go-to-market teams and empowering them to deliver engaging buyer experiences that drive growth. Seismic’s Storytelling Platform™ delivers innovative capabilities for marketers to orchestrate content delivery across all channels, and for sellers to engage with prospective buyers in a compelling, resonant manner at every step of the buyer journey. More than 700 enterprises including IBM and American Express have made Seismic their sales enablement platform of choice. The Seismic Storytelling Platform™ integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia.

HCL Software

HCL Software is a division of HCL Technologies (HCL) that operates its primary software business. It develops, markets, sells, and supports over 20 product families in the areas of DevSecOps, Automation, Digital Solutions, Data Management, Marketing and Commerce, and Mainframes. HCL Software has offices and labs around the world to serve thousands of customers. Its mission is to drive ultimate customer success with their IT investments through relentless innovation of its products.

MegazoneCloud

MegazoneCloud is one of the largest premier consulting partners of AWS in Asia Pacific based in Seoul, Korea. We have just launched MegazoneCloud Hong Kong office in Aug 2020 to support Hong Kong enterprises’ digital transformation. We are providing consulting services and technology solutions for businesses’ cloud adoption and digital transformation based on a strong partnership with Amazon Web Services (AWS) and 100+ global technology partners. Our diverse AWS competencies in Migration, SAP, Financial Services, Digital Commerce, Digital Customer Experience, Education, and Non-Profit prove our expertise in AWS. With this expertise and years of experience, we are trusted by more than 1,500 customers, from startups to large enterprises including Samsung, LG, and Lotte Group.

Participants

Who We Are

The CXO Innovation series consists of exclusive, invite-only gatherings tailored for top executives who influence corporate strategy at regional or group levels. These events offer a unique platform for exploring innovative solutions to pressing challenges, exchanging ideas on navigating the rapidly evolving business landscape, and fostering potential future collaborations.

Each event is meticulously customised to meet the specific needs and budget of our clients, providing a setting for demonstrating thought leadership in an intimate, focused, and efficient format. This ensures maximum value and engagement for all participants.

Typically held in prestigious five-star hotels or upscale dining venues worldwide, our events create an environment conducive to open discussions. Attendees often include C-suite executives, VPs, and Division Heads with significant decision-making authority. While the format and size may vary, events are generally limited to a smaller group to facilitate meaningful interactions and focused conversations.

The CXO Innovation series can be conducted both in-person and virtually, covering key destinations across the EMEA and APAC regions.

To find out more, please email lduan@cxoinnovation.com

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