CCO Live SEA April Edition

Overview

In today’s rapidly changing digital environment, organisations must create value from their CX initiatives to meet the needs of digital customers. Therefore, it is imperative to measure the effectiveness of your CX programs and its alignment with your organisations bottom line. This edition will discuss:

How are organisations innovating in the ever-changing CX landscape?

Tools, metrics and methods to drive customer retention, engagement and brand loyalty

Ensuring internal buy-in and building a business case by demonstrating ROI

What didn’t work? sharing challenges, obstacles and key learnings

What we will cover

• Insights Into Customer Experience Design
• Employee Experience Is Customer Experience
• How to apply behavioural economics to drive greater customer experiences
• Utilising data driven innovation to create an optimised customer experience

Speakers

• Gareth Lewis · Content Creator, Factor Creatively driven, strategic thinker, with a passion for story-telling & story-doing. Working to helping business leaders connect through meaningful and engaging experiences.
• Mark Miller · Head of Customer Experience, APAC, Wunderman Thompson Thinker. Problem solver. Story teller. I'm a practical idealist who draws inspiration from multiple sources to uncover what matters to consumers, creating personalised engagements that spark conversations and deliver measurable business results.
• TOK LUCAS · Section Head, Digital Marketing & Branding, Singapore Polytechnic With over 10 years of experience in Digital Marketing, and qualified IHL consultant, Lucas’ specialty lies mainly in digital campaign & creative planning. Starting out in the industry as a junior web designer, he soon found a niche in developing micro flash-campaigns in 2008-2009 before the HTML 5 takeover. His focus has since shifted into Brand marketing on digital media, before venturing into digital transformation with personal selling.

Partners

• ServiceNow
• Nice NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
• Freshworks Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use, and offer quick returns on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.
• Tealium

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