Millie Gillon
MD & Global Head of CX
Standard Chartered Bank
Sandra De Zoysa
Group Chief Customer Officer
Dialog Axiata
Chee Ho Yoon
Assistant Vice President Customer Experience
OCBC Bank
Caren Cheng
Head of Customer & Fulfillment
DiGi Telecommunications
Dipu KV
President - Operations Communities & CX
Bajaj Allianz
André Grandt
Customer Experience Lead & Transformation Officer
Roche
Anila Fredericks
Head of Customer Service Operations
Telstra Global
Raj Chaudhuri
VP - CFN Consumer Servicing & JAPA Operations
American Express
Luzanne Chong
Head of Customer Experience
Prudential Assurance
Shireesh Mishra
Regional Head, Analytics & Insights
Citi
Vishwash Gaur
Head of Customer & Digital Experience
FWD Insurance
Sheng Jie (SJ) Tan
Head of Marketing, Digital Experience, Distribution Analytics & Technology
Liberty Mutual
Mark Van Den Haak
VP of Sales Asia
Tealium
Mina Samaan
Team Lead SEA & India
Vonage
Carina Ahlberg
Head of Customer Experience
Volkswagen Group
Shawn Roy
Consumer Insights Lead (SEA & Taiwan)
GSK
Philipp Gockel
Global Snr Leader Customer Delivery Experience
Schneider Electric
Glenn Richmond Y. Ong
Director Customer Experience
Cebu Pacific Air
Frank Ravanelli
APAC Digital Media & Marketing Operations Lead &Global Head of Affiliates
FOREO
9:00 am - 9:10 am
9:10 am - 9:30 am
9:10 am - 9:30 am
Shireesh Mishra, Regional Head, Analytics & Insights, Citi
How to identify, prioritize and address customers’ fundamental needs and see things from their perspective
9:30 am - 9:50 am
9:30 am - 9:50 am
Chee Ho Yoon, Assistant Vice President Customer Experience, OCBC Bank
In this session, our world-class CX leader will explore the new reality for CX, offer first-hand examples of how companies have navigated these challenging circumstances, and have an honest discussion about how to plan for 2021 effectively in the face of uncertainty.
9:50 am - 10:40 am
9:50 am - 10:40 am
Millie Gillon, MD & Global Head of CX, Standard Chartered Bank
Dipu KV, President - Operations Communities & CX, Bajaj Allianz
André Grandt, Customer Experience Lead & Transformation Officer, Roche
Raj Chaudhuri, VP - CFN Consumer Servicing & JAPA Operations, American Express
Mina Samaan, Team Lead SEA & India, Vonage
Frank Ravanelli, APAC Digital Media & Marketing Operations Lead &Global Head of Affiliates, FOREO
How to improve revenue, customer satisfaction, diversity, inclusion and product quality gains
10:45 am - 11:30 am
10:45 am - 11:30 am
Millie Gillon, MD & Global Head of CX, Standard Chartered Bank
Shireesh Mishra, Regional Head, Analytics & Insights, Citi
Mastering customer-led design – How to improve customer experience with intelligent operations
11:35 am - 12:00 pm
11:35 am - 12:00 pm
Shawn Roy, Consumer Insights Lead (SEA & Taiwan), GSK
How to maximise brand value at the intersection of BX and CX
12:05 pm - 12:50 pm
12:05 pm - 12:50 pm
Sheng Jie (SJ) Tan, Head of Marketing, Digital Experience, Distribution Analytics & Technology, Liberty Mutual
Digital experience platforms (DXPs) in today’s customer-driven market – How to provide the right content, at the right time, no matter the device or reason for engagement
Reserved for commercial partner
12:05 pm - 1:05 pm
12:05 pm - 1:05 pm
Mark Van Den Haak, VP of Sales Asia, Tealium
12:15 – 13:15 VIP INVITE ONLY How to Roundtable: Taking a 360 view towards your customer data strategy - connecting the online and offline journey
Key Takeaways:
· Unifying customer data sources and breaking down silos initiatives
· Real Time Data orchestration success stories
· Data foundation to confidently address and manage risk, governance, security and compliance
Mark Van Den Haak, VP of Sales Asia, Tealium
12:50 pm - 1:50 pm
12:50 pm - 1:50 pm
1:50 pm - 2:30 pm
1:50 pm - 2:30 pm
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
Anila Fredericks, Head of Customer Service Operations, Telstra Global
Luzanne Chong, Head of Customer Experience, Prudential Assurance
Vishwash Gaur, Head of Customer & Digital Experience, FWD Insurance
How to zero in on data, customer behaviour, and technology to meet your customers’ individual needs without creeping
2:35 pm - 3:20 pm
2:35 pm - 3:20 pm
Glenn Richmond Y. Ong, Director Customer Experience, Cebu Pacific Air
Connecting social media and customer service – How to align all of the essential elements of the brand relationship
3:25 pm - 3:45 pm
3:25 pm - 3:45 pm
Philipp Gockel, Global Snr Leader Customer Delivery Experience, Schneider Electric
3:50 pm - 4:50 pm
3:50 pm - 4:50 pm
Raj Chaudhuri, VP - CFN Consumer Servicing & JAPA Operations, American Express
Shawn Roy, Consumer Insights Lead (SEA & Taiwan), GSK
Dipu KV, President - Operations Communities & CX, Bajaj Allianz
Roundtable 1: How to – Identify and resolve reoccurring customer issues with Robotic Processing Automation (RPA)
Raj Chaudhuri, VP Operations, CFN Consumer Servicing & JAPA, American Express
Roundtable 2: How to – create a winning post-COVID CX strategy
Shawn Roy, Consumer Insights Lead (SEA & Taiwan), GSK
Roundtable 3: How to – Deliver amazing mobile experiences that are ahead of all other digital devices
Roundtable 4: How to – Leverage connected products and other sensor-generated data to enhance the customer experience
Dipu KV, President - Operations, Communities & CX, Bajaj Allianz
4:55 pm - 5:40 pm
4:55 pm - 5:40 pm
Carina Ahlberg, Head of Customer Experience, Volkswagen Group
Going from Voice-of-the-Customer (VoC) to “Voice-of-X” – How to understand customers and their actions across all channels data sources and audiences
5:40 pm - 5:40 pm
5:40 pm - 5:40 pm
“NGCX helped me reconnect with my passion for customer experience”
Ann Marie Cilley
Manager, New Ventures Design
GoodYear
“The best conference I have attended in my journey to transform the culture and member experience”
Wendy Haller
CXO
Red Rocks Credit Union
“The content and networking opportunities were top notch”
Sami Nuwar
VP of Customer Experience Strategy
American Bath Group