Brochure - 5th Customer Experience Management Asia Summit
- 1. Raju Nair MD & Regional Head Customer Experience Journey DBS Bank Marc McAllister VP & MD International Sales Markets Harley-Davidson Motor Company Tony Nga VP & Head of Customer Experience Grab Ketan Samani MD & Chief Digital Ofļ¬cer, UBS Wealth Management Francesco Lagutaine SVP, Chief Marketing & Experience Design Ofļ¬cer Asia, Manulife Ganesh Kashyap GM & Director eCommerce, Mondelez International Dominic Hoffmann Chief Customer Ofļ¬cer, Lazada Malaysia (Alibaba Group) Angela Hunter EVP & Chief Customer Ofļ¬cer Prudential Assurance Company Singapore n 11 - 14 September 2017 n Marina Bay Sands, Singapore RETHINK. UNIFY. INNOVATE. DELIVER. Asiaās #1 Customer Experience Event is BACK & BIGGER than ever! Frank Eliason Partner, Brian+Trust Partners ALL-NEW FOCUS DAY B2B CX & CX Financial Services Researched & Developed by: The most famous customer service manager in the US, possibly the world BusinessWeek customerexperienceasia.iqpc.sg WHATāS TRENDING IN THE WORLD OF CX THIS YEAR? How to Break Silos & Unify CX Putting a $ Value on CX Optimising Internal Journeys Design- Thinking Co-Creation to Engage Customers Mobile-First CX Strategy Personalise & Contextualise CX Chatbot & AI in CX Seamless Omni-Channel Experience Shaping CX with IoTCustomer Insights via VOC Program & Market Research Putting Customers at the Centre of Digital Transformation Building Operational Capability to Deliver Great CX Employee Empowerment for Service Excellence DON'T MISS OUR 2017 CUSTOMER EXPERIENCE ASIA EXCELLENCE AWARDS TURN TO PAGE 3 FOR DETAILS #CEMAsia2017We are a community and we are a social one. Connect with us at Brand Experience as the New Loyalty Strategy
- 2. #CEMAsia2017 Dear CX Colleagues, The age of the customer is now upon us. The concept that the customer is king is nothing new but the real question that we need to put to test is this - how adept are we, as organisations, in meeting and matching their heightened expectations in a connected world? The customers of today are faced with a plethora of choices and they demand instant gratiļ¬cation. What used to work in building customer loyalty, engagement and satisfaction are fast becoming obsolete. Transitioning into a customer-oriented organisation in every aspect will be the winning key to increasing market shares and maintaining competitiveness. Join us in September at Asiaās largest CX gathering as we feature 60+ industry practitioners taking the stage to share best-in-class CX strategies. Spanning 4 days with a series of impactful discussion formats ā 8 unique streams, 12 interactive roundtables, 2 workshops and 2 dedicated CX focus days - the 5th CEM Asia Summit is the ONLY EVENT you will need to attend for inspirations on how you can fast-track your customer-centric, digital-enabled CX journey. Turn the pages to see what we have in store for you at the event! See you in September! Ann Liu CEM Portfolio Director AUDIENCE OVERVIEWWELCOME TO THE 2017 CEM ASIA SUMMIT 2017 SPONSORS In 2016, over 74% of the audience were brand-new to the event! Here is a look at who attended: INDUSTRY BREAKDOWN JOB TITLE BREAKDOWN Consumer Goods .......................................................12% Energy.........................................................................1% Financial Services......................................................29% Government.................................................................1% Healthcare...................................................................6% Manufacturing .............................................................3% Real Estate ..................................................................2% Professional Services...................................................1% Retail & Ecommerce ..................................................15% Technology ..................................................................5% Telecommunications & Media ....................................13% Travel & Hospitality ......................................................9% Utilities .......................................................................3% Brand Experience & Loyalty ........................................4% CXOs, Chairman, GMs, MDs .......................................14% Commercial Strategy ...................................................8% Customer Insights & Analytics......................................6% Customer Centers, Care & Support...............................6% Customer Experience.................................................17% Digital Strategy & IT.....................................................8% Digital Marketing & Communications .........................14% Operations, Service Quality & Performance ................14% Sales & Product Innovation ..........................................9% BASED ON OUR 2016 BENCHMARKING RESULTS, HEREāS A SNAPSHOT OF CX DEVELOPMENTS IN ASIA HOW DO YOU SEE THE ROLE OF CX EVOLVING IN YOUR ORGANISATION? WHAT IS THE MAIN FACTOR DRIVING CX IN YOUR ORGANISATION? 85.7% Increasingly Important Largely Staying the Same Having a Role in the Boardroom Needs More Attention 2.9% 4.3% 7.1% 5% 38.6% 17.1% 27.1% 12.2% Costs Reduction Differentiation Brand Expression Revenue Growth Cultural Mindset T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 3. T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg#CEMAsia2017 The Customer Experience Asia Excellence Awards is born out of a simple vision; to create an event that will honour the highest level of achievement in customer experience (CX) across the Asian community. Returning for a 3rd year, the Awards has now become a must-attend affair for CX professionals in Asia and for organisations that have put customer at the heart of their businesses. Following the success of last yearās Awards, 2017 will be our biggest and best yet with 5 new categories including the Best Omni-channel Experience category, the Best CX Personality category, the Best Brand Experience category, the Best Use of Mobile category and Customer Experience Vendor Excellence. These new additions will not only pay tribute to organisations that lead the way but also shine the spotlight on teams and individuals that are continuously innovating and excelling in the customer experience space. The Awards are judged by a panel of independent, esteemed CX leaders across Asia with vast experiences in CX and the winners will represent best-in-class organisations of all sizes from Asia across a broad spectrum of industries. ABOUT THE AWARDS MARINA BAY SANDS, SINGAPORE 12 SEPTEMBER 2017 KEY DATES ā Entries Open: 6 FEBRUARY 2017 ā Entry Deadline: 16 JUNE 2017 ā Shortlisted Finalists Announced: 28 JULY 2017 ā Announcement of Winners & Gala Dinner: 12 SEPTEMBER 2017 n Best Customer Experience Award n Best Customer Experience Team n Best Contact Centre n Best Social Media Strategy n Best Digital Experience n Best Use of CEM Technology n Best Employee Engagement n Best Brand Experience n Customer Experience Vendor Excellence Award n Best CX Personality n Best Omni-Channel Experience n Best Use of Mobile 2017 AWARD CATEGORIES The Customer Experience Asia Excellence Awards 2017 is open to all CX initiatives, campaigns or programmes which demonstrate results from the period of June 2015 to January 2017. Initiatives or strategies developed and implemented prior to this period are also eligible, provided the results / impact was measured during the past year. n Organisations from the following regions are eligible: South Asia, Southeast Asia, ANZ and North Asia. n Organisations must have an ofļ¬ce in the eligible region, and work must have been carried out for a regional and/or global market that includes any country in that region. n Organisations may submit the same entry in multiple categories and a maximum for 1 entry per category across all 12 categories. n Agencies may also submit entries on behalf of their clients. n Submissions carried out in partnership between organisations are welcomed too WHO CAN ENTER? HOW TO ENTER? Apply today in 3 simple steps: 1. Visit: https://customerexperienceasia.iqpc.sg/ 2. Choose the relevant CX category(ies) and download the application forms 3. Upon completion, send your forms to cemasiaawards@iqpc.com.sg NEW! NEW! NEW! NEW! NEW!
- 4. #CEMAsia2017 MEET THE SPEAKERS Participating in the panel on Day One at 1100, Angela, Ketani & Miao will shed light on the importance of building a customer-ļ¬rst digital ecosystem to drive value-creation in your organisation. Angela Hunter EVP & Chief Customer Ofļ¬cer, Prudential Assurance Company Singapore Ketan Samani MD & Chief Digital Ofļ¬cer, UBS Wealth Management APAC Miao Song Chief Information Ofļ¬cer & VP IT ASPAC, Johnson & Johnson Francesco Lagutaine SVP, Chief Marketing & Experience Design Ofļ¬cer, Manulife Christopher Loh Group Chief Strategy Ofļ¬cer, RHB Banking Group Alp Altun Executive GM, Transformation & Customer Operations, Asia, IAG Jonathan Ye Head of Digital & Social, Huawei Technologies Akira Mitsumasu VP Marketing & Strategy, Asia & Oceanic, Japan Airlines Serene Lee Head of Insights, Design & Culture, DBS Bank Ian Wilson SVP, Hotel Operations, Marina Bay Sands Nicco Tan VP Relationship Marketing & Social Media, Resorts World Genting Enrique Pinilla Digital Marketing & eCommerce Leader Asia, 3M Luke Cream Customer Experience Leader Asia, 3M Gerald Ang Director of Marketing & Communication, Discovery Networks Daniele Perotti Marketplace Operations Director, Global Fashion Group Bill McMurray APJ Managing Director, Qualtrics Jason Bradshaw Director Customer Experience, Volkswagen Australia Craig is a digital healthcare strategist, currently leading the Takeda Digital Accelerator Program. On the panel on Day One, 1400, Digital-Enabled CX Stream, Craig will share how the healthcare sector is putting customers at the heart of their digital transformation programs. Craig DeLarge Head of Digital Acceleration, Emerging Markets, Takeda Pharmaceutical Company Jarod is currently the head of operations with Singapore Exchange and brings with him a wealth of operational excellence and process leadership experience. Join him on Day One, 1430, Operational Excellence in Customer Service Stream, as he shares how you can effect positive CX outcomes through process innovation. Jarod Ong SVP, Head of Operations, SGX Gain insights from Adam on Day One, 1610, Customer Journeys Stream on how you can incorporate empathy mapping in your customer journeys to enhance the ļ¬nal impact of a great CX. Adam Geneave VP Customer Experience, Wyndham Vacation Resorts Asia Paciļ¬c Catch Ganesh on Day Two, 0915 as he shares how MondelÄz - one of the worldās largest snackfood companies - is delivering distinct, personalised experiences online with beloved brands such as Oreo cookies. Ganesh Kashyap General Manager & Director, eCommerce MondelÄz International How can we systematise trust building to enhance perceived customer value? Do not miss Philippās presentation as he maps out clearly on what needs to be done on Day One, 1430, Customer Loyalty & Brand Experience Stream. Philipp Kristian Innovation Strategist & Author, The Trust Economy Frank Eliason is a renowned CX leader who is adept at introducing disruptive and transformative strategies to revolutionize businesses. Working for Comcast, he was recognized by BusinessWeek as āthe most famous customer service manager in the U.S., possibly in the world.ā At Citi he won accolades as one of the most innovative people in banking, not once, but twice by Bank Technology News. Frank drives the right behaviors at all levels by bringing focus to the customer and their stories. Prior to joining the team at Brain+Trust, he led U.S. digital for Zeno Group, a Daniel J. Edelman company. He is also the author of ā@ YourServiceā (Wiley, 2012). Frank offers both vision and practical insights on executing winning CX strategies and is the BIG IDEAS SPEAKER for the 2017 CEM Asia Summit. Frank Eliason Partner, Brian+Trust Partners INTRODUCING 2017 BIG IDEAS SPEAKER Join Grab & honestbee for a ļ¬re-side chat on Day One at 1740 as they discuss scaling CX in the sharing economy. Tony Nga VP & Head of Customer Experience, Grab Toni Ruotanen Country Manager honestbee Donāt miss Marcās session on Day Two, 0845 as he offers a rare glimpse on how his talented global team is building the next-generation of Harley- Davidson riders through unique CX programs beļ¬tting the iconic brand. Marc McAllister VP & MD International Sales Markets, Harley-Davidson Motor Company T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 5. #CEMAsia2017 Nikolay Novozhilov Chief Data Scientist, Wego.com Dave Ong Head of Passenger Service, SMRT Troy Barnes Chief Customer Ofļ¬cer, AIA Malaysia Raju joined DBS in late 2005 and has been instrumental to the success of the bankās Improvement Programs and their Human Centered Design practice. Learn from the seasoned CX leader on demonstrating CX ROI and how you can operationalize CX delivery across the business on the Day Two Panel at 1100. Raju Nair MD & Regional Head Customer Journey Experience, DBS Bank Join Satyaki for an inspiring session on how you can transform supply chain operations to optimise last mile delivery at 1645, Day One, Operational Excellence in Customer Service Stream. Satyaki Banerjee Head, Transformation & Operations, Luxasia Michelle Choo Director of Customer Experience, Singtel Frank Yazdi Regional Head of Client Services APAC, Societe Generale Tyrone Almeida Director of Marketing & Commercial Insights, ASEAN, The Coca-Cola Company Shaļ¬ Shaikh EVP Customer Delivery, APAC, Mastercard Hemlata Mansukhani Head of Customer Service, Sephora Digital Douglas Lim Head of Customer Service & Logistics Operations Midea Group Jet Choy Director, Head of Digital Experience & Design, Singtel David Oliver Director of Client Insight, Aon Center for Innovation and Analytics (ACIA) Singapore Claire Sporton VP, Customer Experience Management, Conļ¬rmit Gordon Nugent Head of Omnichannel Consumer APJ, HP Giovanni Tavani Global Social Media Support Manager, Dell Keya Chaturvedi Trend Research Manager, DHL Marianne KĆøien Paulsen, Director, Customer Experience Management, Conļ¬rmit John Epok Pascual Head of Customer Service Operations, Circles.Life Dr. Alok Bharadwaj SVP South & South East Asia, Corporate Strategy Group, Canon Nicolas Payen Founder, Future Economy Studio Simon Torring Head of Innovation & Omni-Channel, Sephora Digital Scott heads internal and partner innovation and design thinking for Asia Paciļ¬c, in Visaās Singapore Innovation Centre. He is passionate about customer-driven innovation, making digital products simple to use and a joy to experience. Join Scott on Day Two, 1425, Innovate CX Stream as he speakers on customer-centric product innovation touching on co-creation, empathy mapping, design-thinking and user experience. Scott Polchleb Senior Director, Innovation & Customer Experience Design APAC, VISA Working in one of Indiaās largest private conglomerate spanning Telecom, Logistics, FMCG, Consumer Durables and Retail, join Jacqueline on Day Two, 1620, Customer & CX Insights Stream, as she dissects the complexity of designing VOC programs to suit different business units and customer groups in India. Jacqueline Mundkur Group Head Customer Service, The Future Group Donāt miss Dominicās closing keynote presentation on winning in the age of experience ā topics include chatbot, Alibaba-partnerships and more! Dominic Hoffmann Chief Customer Experience Ofļ¬cer, Lazada Malaysia (Alibaba Group) Witness how Zalora is optimising customer self-service interactions and improving customer satisfaction through intelligent routing and personalisation on Day Two, 1520, Service Excellence & Employee Engagement Stream. Jonathan Hwa Regional Head of Customer Experience, Zalora Group Re-energise your mobile-ļ¬rst CX strategy with Niamh on Day Two, 1620, Channel Experiences Stream, as her presentation reviews how you can build relevant and impactful mobile moments to delight and engage your connected customers. Niamh Bryne Head of Customer Experience APAC & EMEA, Citi MEET THE SPEAKERS T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 6. #CEMAsia2017 ACTIVITIES AT A GLANCE FOR SPONSORSHIP AND EXHIBITION OPPORTUNITIES DOWNLOAD OUR SPONSORSHIP PROSPECTUS NOW! T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 7. #CEMAsia2017 TECH CUBE DEMO @ EXHIBITION HALL SUMMIT DAY ONE Tuesday, 12 September 2017 0730 SUMMIT REGISTRATION & MORNING REFRESHMENTS 0830 Welcome Address by CX Asia 0840 Chairmanās Opening Remarks 0845 The Age of CX: Rethink. Unify. Innovate. Deliver. Times are changing and it is imperative to stay ahead of the game. The challenge CX leaders faced today is that most CX efforts can be seen as ābuzzā, with no direct impact on the bottom line. With years of experience in transforming the way major global brands approach CX, Frank will demonstrate how to get past the ābuzzā and delve directly into what your board is looking for i.e. results. It is time for CX leaders to rally (and secure!) organizational-wide support and lead impactful CX moments to deliver for the business of tomorrow. Getting past the CX ābuzzā Creating moments that matter Achieving scalable intimacy with your customers AI, AR, VR, chatbots, IoT, data analyticsā¦Nice-to-have or your next strategy? Harnessing the right technology to drive business results Frank Eliason Partner, Brian+Trust Partners 0915 Leveraging Customer-Centric Innovation to Drive Organisation-Wide Business Transformation Customer-centricity as the cornerstone of business success in the digital age Investing in the right mix of people, process and technology to effect positive CX outcomes Driving continuous improvement and innovation to value-create for your customers, stakeholders and organisation 0945 RESERVED 1015 MORNING TEA & NETWORKING BREAK 1100 Building a Customer-First Digital Ecosystem Investigating the business impact of āgoing digitalā on your organisation and how it will change the game for CX Modernising legacy IT systems to build capacities and accelerate your organisationās digital ecosystem development Cognitive computing, IoT, API economyā¦deciding on the right technologies and digital investments to pursue for the best business outcomes How can you further value-create for your organisation and your customers? Angela Hunter Executive Vice President & Chief Customer Ofļ¬cer, Prudential Assurance Company Singapore Miao Song Chief Information Ofļ¬cer &VP ITASPAC, Johnson & Johnson Ketan Samani Managing Director & Chief Digital Ofļ¬cer, UBS Wealth Management APAC 1145 CX Benchmarking 1 Benchmark your organisationās CX strategy with industry peers through our live polling sessions. Find out where your company stands when it comes to the structure, performance and outcomes of your CX programs. 1150 RESERVED 1215 Building a Customer-Centric Organisation: How to Unify CX & Break Silos Assessing what āgreatā CX means across functional departments and business units Empowering consistent, quality experiences across touch-points through uniļ¬ed CX goals Aligning sales, operational, technology, marketing KPIs with CX KPIs Effective strategies on driving customer-centricity in your organisation Francesco Lagutaine SVP, Chief Marketing & Experience Design Ofļ¬cer Asia Manulife Christopher Loh Group Chief Strategy Ofļ¬cer, RHB Banking Group 1300 NETWORKING LUNCH BIGIDEASPEAKER CXOPANELCXOPANEL DIGITAL-ENABLED CX CUSTOMER JOURNEYS OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE LOYALTY & BRAND EXPERIENCE 1400 Panel: Putting CX at the Centre of Your Digital Transformation Programs Aligning your digital transformation strategies with deļ¬ned CX goals Investing in the right technologies and platforms to achieve process and CX optimisation Operationalising your plan: Gaining organisational buy-in and driving execution Craig DeLarge Head of Digital Acceleration, Emerging Markets, Takeda Pharmaceutical Company Panel: Reimagining CX & Brand Experience in the Connected Age When the bar for CX keeps getting raised, how are you evolving your brand engagement strategies? Integrating social, technology, digital to develop effective and impactful campaigns Standing out from the competition: Achieving brand differentiation and creating loyalty that truly sticks Gerald Ang Director of Marketing & Communications, Discovery Networks Asia Paciļ¬c Panel: Designing Exceptional End-to-End Customer Journeys Structuring your customer journey framework Navigating complexities across platforms, regions and cultures Instilling a customer-centric culture across front-line, marketing, product, operations to anticipate, match and deliver CX Akira Mitsumasu VP Marketing & Strategy, Asia & Oceanic, Japan Airlines Jonathan Hwa Regional Head Customer Experience, Zalora Panel: Driving Service Delivery Transformation with a Customer-Centric Operating Model Putting on the customer lens: Streamlining operations to enhance efļ¬ciency, reduce waste and empower customer service Elevating operational capabilities to enable exceptional service delivery Exploring opportunities and challenges with digitising operations and automating customer service processes Alp Altun Executive GM Transformation & Customer Operations Asia, IAG Ian Wilson SVP, Hotel Operations, Marina Bay Sands Jarod Ong SVP & Head of Operations, SGX TECH CUBE DEMO @ EXHIBITION HALL STREAM SESSIONS The Most Famous Customer Service Manager in the US, Possibly the World BusinessWeek 1430 Realising the Beneļ¬ts of a Scalable, Lean & Agile Digital Enterprise Why a digital operating model is going to win you more customers Simplifying processes, operations to improve agility and empower customers Building Trust & Co-Shaping Brand Experiences Systematise trust building to enhance perceived customer value Balance proactive and accommodating approaches to facilitating customer decisions Embedding Human-Centred Design to Deliver Exceptional CX Moving beyond transactional to emotional insights Leading cross-functional efforts in design Driving Customer-Centric Process Innovation in Your Organisation Embarking on process innovation that contributes to great CX Simplicity is key - Identify areas to innovate and engaging stakeholders to deliver results T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 8. #CEMAsia2017 SUMMIT DAY ONE Tuesday, 12 September 2017 Providing on-demand services and seamless CX 1610 Panel: Crafting Your Digital Customer Experience Strategy Mapping out your customersā journey across digital platforms Mobile, web, social: How are you optimising your engagement strategies? Complementing digital, online strategies with ofļ¬ine presence Jet Choy Director, Head of Digital Experience & Design, Singtel 1645 Leading Digital Acceleration in Your Organisation Transforming sales and marketing to meet customersā expectations Understanding your customers through digital touchpoint mapping Activating digital end-to-end CX and measuring value Enrique Pinilla Digital Marketing & eCommerce Leader Asia, 3M Luke Cream Customer Experience Leader Asia, 3M 1500 Personalising Digital CX with a Data- Driven Strategy Delivering relevant and impactful engagements with your digital audience Taking a uniļ¬ed, data-driven approach to personalising CX across digital channels How can you leverage insights to optimise user experience, engage and anticipate customer needs? Embrace customersā desire to co-shape brand and CX Philipp Kristian Innovation Strategist & Author, The Trust Economy Customer Value Optimisation as the Best Brand Loyalty Strategy Leveraging customer intelligence to know your customers and deliver what they want How can we drive customer value optimisation throughout the entire customersā journey? Reviewing the importance of having an experimental culture within the organisation to drive incremental growth Nicco Tan VP Relationship Marketing & Social Media, Resorts World Genting Enhancing Brand Experience with a Winning Social Strategy Improving brand conversion through strategic social media interaction Developing an effective social marketing program to engage your targeted audience Deploying social listening tools to know your audience Jonathan Ye Head of Digital & Social, Huawei Technologies Designing Rewarding & Brand-Relevant Customer Loyalty Programs Making loyalty programs available across channels Utilising data-driven customer insights to personalise and tailor loyalty incentives Building a strong loyalty network through strategic partnerships Making the shift from product-focused to customer-centric culture Serene Lee Head of Insights, Design & Culture, DBS Bank Incorporating Empathy Mapping in Your Customer Journeys The power of emotional intelligence in CX Recognising the value of empathy in your CX strategy Leveraging empathy to stimulate the delivery as well as the ļ¬nal impact of a great CX Adam Geneave VP Customer Experience, Wyndham Vacation Resorts Asia Paciļ¬c Shaping Future CX Journeys through an Amalgamation of Technology, Culture & Innovation Tapping into the potential of technology and people to optimise CX How can we shape CX from awareness, evaluation to purchase and retention? Creating further value along your customersā journey Akira Mitsumasu VP Marketing & Strategy, Asia & Oceanic, Japan Airlines Fusing Customer & Employee Insights to Close the CX Gap Discover the importance of combining your customer and employee insights to drive customer loyalty and brand engagement Hear how Volkswagen Australia is transforming their CX program Bill McMurray APJ Managing Director, Qualtrics Jason Bradshaw Director Customer Experience, Volkswagen Australia Driving continuous improvements to ensure long-term customer success and satisfaction Jarod Ong SVP & Head of Operations, SGX Harmonising Marketplace Operations to Ensure Seamless CX Meeting the needs of the "always on" value chain Supply chain management and opportunities in the payment space to meet customer expectations Vertical integration and the future of merchant/3Pls Daniele Perotti Marketplace Operations Director Global Fashion Group Transforming the Supply Chain Function to Enhance Service Delivery & CX Evaluating the impact of a ābrokenā supply chain on CX Driving transformation across the organisation to ensure supply chain as well as other support functions are closely linked with the company's sales and CX teams Know the journey to your ultimate customers and optimisation of last mile dellivery Satyaki Banerjee Head, Transformation & Operations, Luxasia Digitising & Automating Operations to Improve Productivity, Efļ¬ciency & Ultimately, CX Deciding what to automate and how to automate for the best ROI Tapping into technology innovations such as robotics to drive value-added work Devising an operational framework to fast-track the deployment and adoption of automated technologies 1715 CX Benchmarking 2 Benchmark your organisationās CX strategy with industry peers through our live polling sessions. Find out where your company stands when it comes to the structure, performance and outcomes of your CX programs. 1720 Co-Creation is the New Brand Engagement Strategy Giving a voice to your customer: Sharing feedback, forming working groups to ļ¬ne- tune products and user experience Building highly-engaged user communities and brand loyalists Generating advocacy through forming emotional bond and driving continuous engagement with the brand 1750 Scaling CX in the Sharing Economy Itās all about the experience - when not all your employees are yours, how can you drive customer-centricity across all stakeholders? Technology as a key enabler to disrupt the status quo: What happens next? Driving continuous innovation to engage and win more customers Tony Ng VP & Head of Customer Experience, Grab Toni Ruotanen Country Manager, honestbee 1810 Chairmanās Day One Closing Remarks 1815 Evening Reception & Networking Cocktail 1930 GALA DINNER & 2017 CX ASIA EXCELLENCE AWARDS 1525 AFTERNOON TEA & NETWORKING BREAK TECH CUBE DEMO @ EXHIBITION HALL FIRESIDE CHAT T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 9. #CEMAsia2017 TECH CUBE DEMO @ EXHIBITION HALL SUMMIT DAY TWO Wednesday, 13 September 2017 0800 MORNING COFFEE 0830 Day One Recap & Chairmanās Opening Remarks 0845 Creating Memorable & Brand-Relevant CX in a Connected World CX as a brand differentiator and your edge in a competitive market Know your customers: Building emotional connections and executing unique moments Driving integrated, continuous engagement and spot-on interactions Marc McAllister VP & MD International Sales Markets, Harley-Davidson Motor Company 0915 Winning Over Asiaās Digital Consumers The dramatic rise of the digital consumer in Asia has shaken and re-shaped almost every category. Consumer expectations and buying habits have fundamentally shifted and this shift is most evident in the rapid growth of Personalisation, i.e. the consumersā expectation that with online options, they can now tailor the products and services they buy to their needs. This has created both a challenge and opportunity for mainstream consumer goods and retail organisations. This session will review how Mondelez ā one of the worldās largest global snackfood companies ā is delivering distinct, personalized experiences online with mainstream brands like Oreo cookies. Ganesh Kashyap General Manager & Director, eCommerce, Mondelez International 0945 RESERVED 1015 MORNING TEA & NETWORKING BREAK 1215 CX Leaders Interactive Roundtable Discussions - 12 Topics @ 30-Mins Each ā 2 Rotations During this part of the summit, delegates will be sorted into groups of 8-12 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 30 minutes. Discussion groups are kept small to ensure that all delegates get the opportunity to ask their most pressing questions thereby guaranteeing a perfectly tailored experience. 1100 Prioritising CX & Demonstrating ROI in the Boardroom Putting a $ value to CX Aligning your CX blueprint with corporate vision, goals and strategy Shaping CX that cultivates loyalty, enhance customer retention and creates customer value Operationalise CX delivery across the business Raju Nair MD, Regional Head Customer Journey Experience, DBS Bank Dominic Hoffmann Chief Customer Experience Ofļ¬cer, Lazada Malaysia (Alibaba Group) Troy Barnes Chief Customer Ofļ¬cer, AIA Malaysia 1140 CX Benchmarking 3 Benchmark your organisationās CX strategy with industry peers through our live polling sessions. Find out where your company stands when it comes to the structure, performance and outcomes of your CX programs. 1145 Window or Aisle? Why Everyone is Wrong to Hate the Middle Seat Why would you want to be in the middle? Itās OK for an hour or two, but long haul? No thanks. Yet the person in the middle can facilitate communication between the edges, share perspectives, join people together. Your organisationās middle managers are in the middle seat. Explore how you can get the most out of their unique perspective and enable positive change across the business - through starting in the middle. Claire Sporton VP, Customer Experience Management, Conļ¬rmit ROUNDTABLE B Designing Customer-Centric User Experience ROUNDTABLE F Reaching Your Audience: Context Marketing to Supercharge CX ROUNDTABLE J Ensuring Brand Relevance in the Digital Era Senior Representative Prophet ROUNDTABLE A Leveraging Customer Intelligence in Customer Value Creation ROUNDTABLE E Structuring Your VOC Programs to Improve CX Marianne KĆøien Paulsen Director, Customer Experience Management, Conļ¬rmit Claire Sporton VP, Customer Experience Management, Conļ¬rmit ROUNDTABLE I Creating a Data-Driven, Personalised CX Strategy ROUNDTABLE C Optimising Customer Self-Service Experience Michelle Choo Director Customer Experience, Singtel ROUNDTABLE G Deploying a Mobile-First CX Strategy ROUNDTABLE K Creating a Seamless Omni-Channel Experience ROUNDTABLE D Driving Social Interactions & Engagement with Your Customers ROUNDTABLE H Creating a Customer-Centric Culture Within Your Organisation ROUNDTABLE L Innovating Service Interactions across channels Hemlata Mansukhani Head of Customer Service, Sephora Digital 1325 NETWORKING LUNCH TECH CUBE DEMO @ EXHIBITION HALL Hear from the iconic brand on how they are Building the Next-Generation of Harley-Davidson Riders! INVITE-ONLY BREAKFAST BRIEFING CCOPANEL T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 10. #CEMAsia2017 SUMMIT DAY TWO Wednesday, 13 September 2017 INNOVATE CX CUSTOMER & CX INSIGHTS SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT CHANNEL EXPERIENCES 1425 Driving Customer-Centric Product Innovation in Your Organisation Co-creation: Incorporating customer voice in your innovation process Leveraging customer intelligence to design your products and services Adopting empathy mapping and design- thinking to identify and match what your customers want Optimising the user experience Scott Polchleb Senior Director, Innovation & Customer Experience Design, VISA 1455 Artiļ¬cial Intelligence: Enabling Predictive & Personalised CX AI as a game-changer in CX Mapping your CX pilot project incorporating machine learning and AI Demonstrating CX outcomes from AI applications 1520 Shaping the Future of CX with IoT Assessing the power of connected devices in transforming CX How IoT will reshape CX via new interactions and deeper customer insights How organisations can utilise IoT data insights to drive continuous improvement in product and service innovation Nicolas Payen Founder, Future Economy Studio Panel: Orchestrating Seamless Omni- Channel Experiences & Interactions How do we build a true omni-channel experience, deliver and measure it? Strategies on bridging online and ofļ¬ine gaps Enabling end-to-end customer visibility and streamlining omni-channel strategy execution Satyaki Banerjee Head, Transformation & Operations, Luxasia Gordon Nugent Head of Omnichannel Consumer APJ HP Opti-Channel: Delivering the Right Information to Your Right Audience at the Right Time Monetising opportunities from an opti- channel strategy Harnessing data and context to maximise your opti-channel experience Assessing technology investments for opti-channel execution From E-Commerce Startup to Omni- Channel Leader: The Sephora SEA Story Illuminating insights from customer journey mapping in nine diverse countries Exploring the power of ābrowse, buy, ask and exchange where you wantā retail How can you successfully get past problems on pricing, selection and promotion principles? Lessons from retail in Southeast Asia: How can you truly succeed with omni-channel? Simon Torring Head of Innovation & Omni-Channel (SEA), Sephora Digital Re-Engaging with Customers (and All Stakeholders) in the Context of Current Social & Technological Trends A broader deļ¬nition of customers How should you engage with each of them - source insights (understand them), mould perception (reach via right content and medium) and help drive to action (e.g. close a sale) Tyrone Almeida Director of Marketing & Commercial Insights, ASEAN, The Coca-Cola Company Structuring an Effective VOC Program Accurately capturing and translating customer insights Ensuring the relevancy of your VOC programs How can you utilise VOC results to improve and drive outstanding CX? Senior Representative, Plus Alpha Consulting Data to Insight to Action: Driving Exceptional B2B CX Managing a global NPS programme and linking it to commercial KPIs Helping leaders to hear the Client Voice How to turn customer feedback into powerful analytics which in turn, drive actionable strategies David Oliver Director of Client Insight, Aon Center for Innovation and Analytics (ACIA) Singapore Panel: Driving Service Excellence through Integrating Customer, Process & People Integrating customer-centricity into operations and service delivery Moving beyond process and operational improvement to service excellence Ensuring long-term success by embedding culture and technology Dave Ong Head Passenger Service Department, SMRT Shaļ¬ Shaikh EVP Customer Delivery, APAC, Mastercard Douglas Lim Head of Customer Service, Logistics & Process Management, Midea Group Revolutionising Customer Interactions with Chatbots Exploring the operational beneļ¬ts and opportunities of using chatbot to improve CX Deciding how best to utilise chatbot according to customer intent, complexity of enquiry, customer demographics Customer satisfaction: Managing the delicate balance of efļ¬ciency and human touch Creating Frictionless, Smart & Effective Customer-Self-Service across Channels Narrowing the gap with live-service:Are they matching up to customersā expectations? Enabling smarter self-service and optimising user experience through intelligent routing, personalisation and more Measuring customer satisfaction and resolution rates to drive continuous improvement Jonathan Hwa Regional Head Customer Experience, Zalora STREAM SESSIONS 1550 AFTERNOON TEA & NETWORKING BREAK TECH CUBE DEMO @ EXHIBITION HALL 1620 Drones: The Next CX Technology Frontier Revolutionising CX with drones Practical applications in connecting with the customers Commercialising drones in service delivery and customer interactions Keya Chaturvedi Trend Research Manager, DHL Adopting a Mobile-First Strategy for Your Always On, Always Connected Customers Building relevant and impactful mobile moments with your customers Improving user experience and customer engagement on your mobile platforms Monetising your mobile platforms: Turning service interactions into revenue-growth opportunities Niamh Bryne Head of Customer Experience APAC & EMEA, Citi Designing Your VOC Programs for Diverse Business Units & Customer Groups One size does not ļ¬t all: Tailoring your VOC programs according to customer proļ¬les Deciphering, translating and operationalising customer feedback to improve CX Measuring effectiveness with comparable segment and industry metrics Jacqueline Mundkur Group Head Customer Service, The Future Group Building a High-Productivity, Service- Oriented Culture Balancing robust operational KPIs with customer KPIs Integrating CRM with operations Instilling CX ownership and cultivating a company culture that celebrates the delivery of exceptional service Frank Yazdi Regional Head of Client Services APAC, Societe Generale T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 11. #CEMAsia2017 SUMMIT DAY TWO Wednesday, 13 September 2017 1650 The World of CX Disrupted - With Big Data at the Wheel Harnessing analytics to shape your business strategies across people, process and products Accelerating the translation of data to insights to drive exceptional CX outcomes One step further - Integrating big data with AI: What does the future holds? Nikolay Novozhilov Chief Data Scientist, Wego.com Executing Integrated End-to-End Social Strategy that Resolves, Engages & Delights Building an end-to-end social strategy structured around your customers Creating meaningful content to drive impactful social interactions Active listening strategies on social networks and forums Giovanni Tavani, Global Social Media Support Manager, Dell Panel: Ensuring the Relevancy & Success of Your CX Measurement Programs NPS, CSAT, CESā¦how well are we capturing customer satisfaction and fulļ¬lment rates? Redesigning metrics to ļ¬t with customersā interactions in an increasingly digital landscape Benchmarking with competitors: How do you compare? John Epok Pascual Head of Customer Service Operations, Circles.Life Dr. Alok Bharadwaj SVP South & South East Asia, Corporate Strategy Group, Canon Optimising Internal Customers Journey to Engage & Empower Why employee experience equates customer experience Reinforcing the value of exceptional CX and celebrating employeesā contribution to drive change Giving employees a voice in your CX strategy and encouraging innovative service delivery 1720 Winning in the Age of Experience: The Future of Customer Interactions & Engagement How to inļ¬uence and win even more customers Partnerships as a key strategy to meet and exceed customer expectations Leveraging technologies to elevate customer interactions and experience Dominic Hoffmann Chief Customer Experience Ofļ¬cer, Lazada Malaysia (Alibaba Group) 1745 CHAIRMANāS CLOSING REMARKS & END OF SUMMIT T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 12. #CEMAsia2017 PRE-SUMMIT WORKSHOPS Monday, 11 September 2017 DESIGN-THINKING WORKSHOP This interactive workshop is the perfect introduction on immersing yourself into a customer- focused, design-thinking process. In this session, you will participate in a corporate role play exercise that will take you through the steps of design-thinking. Start by gaining empathy through customer interviews, deļ¬ning the problems, ideating possible solutions, and validating them with your users through rapid prototyping. What Will You Learn? n Design thinking as a problem-solving methodology n Customer empathy, creative conļ¬dence and critical thinking n Design-thinking inļ¬uenced interview techniques and best practices About Your Workshop Leader Julee Chief Design Ofļ¬cer & Design Thinking Facilitator, UXStudio For the love of design. That is at the heart of who Julee is. Having spent 15 years doing what she loves most, Juleeās extensive product and design skillsets across various disciplines have been vital in delivering world- class products for top companies like PayPal, Intuit, Plaxo, Cisco, Yahoo! and Samsung. Julee is a Chief Design Ofļ¬cer at UXStudio - a design consultancy that crafts innovative design solutions, rooted in the practice of design-thinking methodology - where she led design strategy, research and design deliverables for clients like DBS, Hitachi & Royal Bank of Canada. Julee received her Bachelor in BFA in Communication Design from Carnegie Mellon University. Not only is Julee a regular keynote speaker in UX conferences worldwide, she also holds 11 patents with the USPTO. REVOLUTIONISING CX WITH IOT Customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. The Internet of Things (IoT) is described in the industrial world as the 4th industrial revolution. How will IoT change the interactions between men and machines thereby revolutionising CX? Explore how you can tap into the opportunities of IoT to better serve, engage and delight your customers. What Will You Learn? n Understanding what is IoT and its potential beneļ¬ts and implications in terms of value creation n Discover IoT in its multiple forms n Outlining the areas of challenges and opportunities to tap on in your organisation n Mapping customer journeys and deļ¬ning CX n Mapping your IoT pilot project: How can you apply IoT in your organisation successfully? n Successful case studies on IoT applications that has shaped and revolutionise CX n Aligning your future business strategy, directions and CX goals with IoT About Your Workshop Leader Nicolas Payen Founder, Future Economy Studio Nicolas Payen has 15 years of experience in both engineering and marketing/commercial leadership roles. He has a deep interest in social and technology innovations and founded Future Economy Studio in April 2017 with the mission of leveraging digital technologies to reinvent the way we do business. In his last role, from February 2016 to March 2017, Nicolas was the Global Head of Internet of Things for MANN+HUMMEL where he led an Innovation Lab and a Global Competency Centre on smart devices, digital services, big data, and AR/VR. Prior to this, Nicolas had a key role in growing Schneider Electricās smart space category in Asia Paciļ¬c, having started his career with them in 2008. Nicolas holds an engineering degree in computer science and a master degree from EM Lyon business school. 1PM - 4PMB9AM - 12PM A PIC-ELIGIBLE SINGAPORE- REGISTERED COMPANIES Attention all Singapore-registered businesses: Receive 40% cash back via the Productivity and Innovation Credit (PIC) when you book. The PIC is a government scheme that supports investments in innovation and productivity. Registered Singaporean businesses can enjoy huge tax savings in the form of cash payouts and/or tax deductions when they invest in the training of their employees. Your attendance at the 5th Annual Customer Experience Management Asia Summit is eligible for PIC credits, as a 40%refund. Full supporting documentation will be provided after the event. *Terms and conditions apply GET 40%CASH BACK* The CX Network is an online community for global customer experience, service, insight and marketing professionals who are leveraging customer management strategies to increase customer acquisition and loyalty, whilst driving increased proļ¬ts across the entire organisation. At the CX Network weāre dedicated to providing members with an exclusive learning environment, community and resource hub where you can share ideas, best practice and solutions for your greatest customer challenges. You will receive expert commentary, tools and resources developed by experienced customer management professionals and industry insiders.With a growing membership and global portfolio of events, the CX Network ensures you keep your ļ¬nger on the pulse by delivering you with practical and strategic advice to help you achieve your business goals. The combination of live events, webinars and online information resources provide customer management leaders with unique learning and networking opportunities.Wherever you are on your customer strategy journey; share your experiences, knowledge and expertise with the CX Network ās global community today. T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 13. #CEMAsia2017 POST-SUMMIT FOCUS DAY Thursday, 14 September 2017 CX FINANCIAL SERVICES 0900 CX Financial Services Focus Day Registration & Morning Coffee 0920 Chairmanās Opening Remarks DIGITAL TRANSFORMATION FOR ENABLING CX 0930 Turning Digital Disruption in Financial Services into Your Competitive Edge Digital disruption: How to apply digital at the core rather than a digital lipstick Leveraging the power of Fintech via API integration Design for No Branches, No Operations and No Contact Centre Sonia Wedrychowicz MD, Head of DBS Consumer Bank Technology, DBS Bank 1000 Enabling the Transition into a Customer-Centric, Digital Financial Institution Mapping your digital transformation blueprint through the customer lens Building digital products, capability to better serve and engage modern customers Securing organisational buy-in and instilling customer-centricity into the DNA of your organisation Ajay Mathur Vice President Director, Head of Retail & Wealth, PT Bank ANZ Indonesia 1030 Morning Tea & Networking Break CX IN FINANCIAL SERVICES 1100 Panel: Operationalising CX in a Regulated Landscape Assessing the impact of ļ¬nancial regulations on CX How can we comply and deliver great CX? Fostering cross-functional collaboration to optimise customer interactions Frank Yazdi Regional Head of Client Services APAC, Societe Generale Alain Boey SVP Digital Banking, Bank Simpanan Nasional 1140 Panel: CX Differentiation in the World of Commoditised Financial Products CX to stand out from your competition but are you matching up to your customersā deļ¬nition of great CX? Innovating CX: Products vs. services or both? Driving transformative CX that delivers results Manik Nangia Director Marketing & Chief Digital Ofļ¬cer, Max Life Insurance Vikas Jain Director, Funding Societies 1220 Networking Lunch DISRUPTIVE INNOVATION IN FINANCIAL SERVICES Discover the latest innovations that are radically transforming the delivery of ļ¬nancial services and ultimately, customer experiences. 1330 Driving Financial Inclusion in Indonesia: PayProās Mobile Money Journey Accelerating mobile money adoption in Indonesia Serving Indonesiaās āLess-Cash Societyā: Revisiting PayProās journey and seven core services Forming strategic partnerships for providing seamless experience to PayProās different customer segments Randy Pangalila Head of Mobile Financial Services, Indosat Ooredoo 1400 Disrupting SME Lending in South East Asia ā with an Emphasis on CX Structural gap in SME lending Using technology for a world-class customer experience Strategic partnerships for client engagement and retention Vikas Jain Director, Funding Societies 1430 Reshaping CX with Blockchain The potential of blockchain in transforming CX in ļ¬nancial services Accelerating from proof of concept into practical applications Working with ļ¬nancial institutions to expedite adoption 1500 Afternoon Refreshment & Networking Break THE FUTURE OF FINANCIAL SERVICES 1530 Will AI & Machine Learning Deļ¬ne the Future of Digital Financial Services? Realising the inļ¬nite possibilities of AI including customer personalization, patterns identiļ¬cation, and real-time customer Q&A Developing chatbot and robo advisors which provide automated, algorithm-based ļ¬nancial advice without the help of a human counterpart Understanding other beneļ¬ts such as fraud detection, customer recommendations and compliance Manik Nangia Director Marketing & Chief Digital Ofļ¬cer, Max Life Insurance 1600 Responsible Finance to Engage the Next Generation of Customers Providing ļ¬nancial services for a new generation: Why be āresponsibleā? Executing āresponsibleā ļ¬nance Driving and inļ¬uencing change 1630 Chairmanās Closing Remarks & End of CX Financial Services Focus Day T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 14. #CEMAsia2017 POST-SUMMIT FOCUS DAY Thursday, 14 September 2017 1250 Networking Lunch 1400 Aligning Customer Expectations with Aftersales Operations & Capabilities Developing a complete Aftersales business framework with respective SOP to support customerās needs Enhancing CX through understanding the needs of your B2B customers, reviewing key terms in the SLA, conducting regular business reviews Integrating front and back-end including logistics for seamless CX delivery Douglas Lim Head of Customer Service, Logistics & Business Process, Midea Group 1440 Driving CX Transformation with Channel Partners Assessing traditional partner relationships ā establishing relevant, win-win CX strategies Integrating CX standards and guidelines in channel partner programs Advocating, inļ¬uencing and driving positive changes 1520 Designing an End-to-End B2B Customer Excellence Program to Drive Customer-Centricity in Your Organisation Developing your B2B CX roadmap aligning with corporate priorities Embedding customer-centricity into the DNA of your organisation Encouraging cross-functional collaboration and exceptional service delivery across the organisation Ahmed Gharawi GM, Enterprise Customer Experience Excellence, Saudi Telecom Company 1600 Chairmanās Closing Remarks & End of B2B Focus Day B2B CX 0900 Registration & Morning Coffee 0920 Chairmanās Opening Remarks 0930 Succeeding in a Relationship-Driven, Loyalty-Based B2B Business Environment Reviewing your B2B CX strategy ā is it matching up to the demands of a competitive, digital world? Treating clients not as organisations but as individuals Empowering your customers ā helping them win over their customers Dr. Alok Bharadwaj SVP South & South East Asia, Corporate Strategy Group, Canon 1010 Accelerating B2B Digital Transformation for Empowering CX Delivery Leveraging digital technologies, channels and analytics to deliver enhanced CX Fast-tracking digital strategies execution and securing buy-in to ensure successful organisational transformation Putting on the customers lens: Adding further value to your B2B2C customers 1050 Morning Tea & Networking Break 1130 CX LEADERS INTERACTIVE ROUNDTABLES - 2 ROTATIONS @ 40 MINUTES EACH How does this work? Delegates will be sorted into groups to take part in interactive discussions for 40 minutes around the topics below. Discussion groups are kept small to ensure that all delegates get the opportunity to ask their most pressing questions thereby guaranteeing a perfectly tailored experience. Roundtable A Differentiating & Personalising CX for Multiple Clients Within an Organization Roundtable B Designing Effective B2B VOC Programs Roundtable C Transforming Account Management & Client Relationships with CX T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 15. #CEMAsia2017 SPONSORSHIP OPPORTUNITIES Donāt miss out on Asiaās largest CX gathering. Whether itās demonstrating thought-leadership as a speaker; bringing your innovative CX solutions to life in our exhibition hall and tech cube zone; or ensuring that your target audience knows you as THE preferred partner through branding, we can create the ideal platform for you to meet your objec- tives at the CEM Asia Summit. Below is an overview on why this is THE CX platform you need to be at! COFFEE BUFFET LINE SPEAKERS LOUNGE 2016 EVENT STATISTICS EXHIBITION FLOORPLAN 2:1 END-USER RATIO 171 BRAND NEW ORGANISATIONS TO THE EVENT 218 ACCOUNTS HOW CAN IQPC REDUCE YOUR SALES CYCLE AND GET YOU MORE QUALIFIED LEADS? In the last 5 years, like you, weāve seen our customers change. CX is no longer just the domain of customer service; itās ļ¬ltered into marketing strategy, product development and boardroom decisions. As the market continues to mature, getting in front of the right company and the right person, at the right time to invest becomes more complex. Over time IQPC has developed an advanced way of sorting the curious from the serious when it comes to deciding who is ready to buy and who is merely window shopping.We call it proļ¬ling, and it runs through everything we do. THIS IS HOW IT WORKS In the past sponsors would visit an event and run around trying to meet potential buyers, become exhausted by having the same conversation and perhaps even miss out on meeting potential buyers who were there! STEP IN PROFILING... This questionnaire establishes their key challenges, decision making process and most importantly, their investment priorities We then use this information to set up informal meetings between you and interested buyers They are then passed to our customer experience manager and taken through a questionnaire A buyer books on to the conference HOW DOES THIS HELP? Having proprietary information of this sort allows you to meet the right people at the event and have an in depth conversation based on knowledge of their needs, rather than adopting a scattergun approach in the hopes that you will hit the right people. It also allows you to approach a company at exactly the right time, when they are open to changing or engaging a new provider. Without this information it is all too easy to miss the narrow buying window and be left trying to engage someone who is two years into a ten year contract. Give us a call on +65 6722 9388 to ļ¬nd out more on how proļ¬ling can help you! T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg
- 16. Marina Bay Sands, Singapore Marina Bay Sands 10 Bayfront Avenue Singapore 018956 Tel: +65 6688 8815 Fax: +65 6688 3014 www.MarinaBaySands.com Hotel accommodation and travel costs are not included in the registration fee. A reduced corporate room rate has been arranged at Marina Bay Sands, Singapore for attendees at this conference. To take advantage of this special rate, please process the hotel room reservation form provided upon confirmation of your attendance. VENUE & ACCOMMODATION IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts: 3 or more 7% 5 or more 10% 8 or more 15% Only one discount available per booking. Team discounts are not available in con- junction with another discount, and do not apply to workshop(s) only bookings. Call us for a special discount rate for teams of 10 and above. TEAM DISCOUNTS IQPC CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY ā¢ You may substitute delegates at any time by providing reasonable advance notice to IQPC. ā¢ For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. ā¢ In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. ā¢ Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. ā¢ IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/ postponement of an event.IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency. ā¢ Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. DISCOUNTS: All āEarly Birdā Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. YOUR DETAILS: Please email our Database Maintenance Department at database@iqpc.com.sg and inform them of any incorrect details which will be amended accordingly. DATA PROTECTION: Personal data is gathered in accordance with the Data Protection Act 1984. Your data may be passed to other companies who wish to communicate with you offers related to your business activities. If you do not wish to receive these offers, please tick the box below. Please do not pass my information to any third party. IQPC Bank Details: Account Name: IQPC WORLDWIDE PTE LTD Account Number: 147-048128-001 Swift Code: HSBCSGSG Bank Address: The Hong Kong and Shanghai Banking Coporation, 21 Collyer Quay, #08-01 HSBC Building, Singapore 049320 All bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount. BY DIRECT TRANSFER Please quote 21639.010 with remittance advice Registrations/orders received without immediate payment or credit card details will incur a processing fee of SGD99 per delegate. Payment is due in full upon receipt of invoice. Full payment prior to the event is mandatory for attendance. PAYMENT TERMS ā¢ Gala dinner is only available as an add-on for summit attendees. ā¢ Singapore companies, please add prevailing GST. ā¢ Registrations without immediate payment or credit card details will incur a processing fee of SGD99 per delegate BOOK AND PAY BEFORE 9 JUNE 2017 AND SAVE UP TO $600 ON THE SUMMIT PACKAGE! IQPC WORLDWIDE PTE. LTD. Company Registration No: 199702288Z Ā©Copyright 2017 IQPC Worldwide Pte. Ltd. All rights reserved. This brochure may not be copied, photocopied, reproduced, translated, or converted to any electronic or machine-readable form in whole or in part without prior written approval of IQPC Worldwide Pte. 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Date:Approving Managers Signature: Delegates Signature: DD / MM / YYYY PAYMENT METHOD I WISH TO PAY BY CREDIT CARD: PLEASE DEBIT MY CREDIT CARD Name Printed on the Card: Card Number: / / / Visa Mastercard American ExpressCard Type: M M / Y Y Y YExpiry Date: Signature: Date: DD / MM / YYYY n Pre-Summit Workshops 11 September 2017 n B2B CX & CX Financial Services Focus Day 14 September 2017 n Main Summit 12-13 September 2017 n Venue Marina Bay Sands, Singapore SUMMIT PACKAGES ALL PRICES SHOWN ARE IN SINGAPORE DOLLARS FROM 11 AUGUST 2017 STANDARD PRICE BOOK AND PAY BEFORE 11 AUGUST 2017 BOOK AND PAY BEFORE 14 JULY 2017 BOOK AND PAY BEFORE 9 JUNE 2017 Full Package (Summit + 2 Pre-Summit Workshops AND 1 Focus Day) 5,5995,399 (SAVE 200)5,299 (SAVE 300)4,999 (SAVE 600) 5,3995,199 (SAVE 200)5,099 (SAVE 300)4,799 (SAVE 600)Summit + 1 Pre-Summit Workshop AND 1 Focus Day A B Focus Day 4,3994,199 (SAVE 200)4,099 (SAVE 300)3,799 (SAVE 600)Summit + 1 Pre-Summit Workshops A B 599Gala Dinner 4,9994,799 (SAVE 200)4,699 (SAVE 300)4,399 (SAVE 600)Summit + 2 Pre-Summit Workshop OR 1 Focus Day A B Focus Day 3,5993,399 (SAVE 200)3,299 (SAVE 300)2,999 (SAVE 600)Summit only (2 Day Summit) EARLY BIRD PRICE EXTRA EARLY BIRD PRICE SUPER EARLY BIRD PRICE 5 WAYS TO REGISTER +65 6720 3804 customerexperienceasia.iqpc.sg +65 6722 9388 enquiry@iqpc.com.sg IQPC Worldwide Pte Ltd, 61 Robinson Road, #14-01 Robinson Centre, Singapore 068893 Please complete in BLOCK CAPITALS as information is used to produce delegate badges. Please photocopy for multiple bookings. Your priority registration code is printed below. Please quote it when registering. EVENT CODE: 21639.010 PDFW