CCO Live SEA August Edition 2021

Overview

COVID-19 has been a game-changer for companies worldwide, not because it demonstrated the importance of digitalisation but also because it revealed the crucial need for agility and resilience in disruptive times.

Customer experience will still be the key driver of future business models to provide the optimum consumer experience, but the rules and the landscape have accelerated. CX leaders must rethink their data strategy as they leverage the power of optimised processes and technology.

During this edition we will discuss:

-Strategies currently in place in leading organisations

-Where to start and what to aim for

-Outcomes and common mistakes

-Peer examples and solutions

Join us on on 19th August as we dive deep into a discussion that will benefit you with ready to implement actions to benefit every CX professional.

What to expect

• Attendees 200+
• Hours 2+
• Sessions
• Live Interactions 1:1

What we will cover

• Utilising Data Driven Innovation to Create an Optimised Customer Experience
• Adapting Customer Experience During COVID-19 and Beyond
• Synergies Between Employee Experience and Customer Experience
• How to Apply Behavioural Economics to Drive Greater Customer Experiences

Agenda

• 9:00 am Ready for What's Next: Key Trends Driving Your Data Strategy of Tomorrow(CCO-SEA August) The times (in data and customer experience) are changing. In this session, we want to help you take a step back and hone in on which areas of your customer data strategy are changing like privacy, identity, ML, and data deprecation. Across each of these categories, we will talk about current market trends impacting your strategy and how to stay ahead of the game in 2021.
• 9:29 am Creating and Sustaining Customer Value(CCO-SEA August) How to deliver on your CX promise How to sustain customer value Applying the 4 step approach to your customer life cycle
• 9:48 am Winning in the Relationship Economy: Digital Transformation Strategies for Building the Future of Customer Engagement(CCO-SEA August) In today’s increasingly virtual world, customers are demanding more than ever before from the companies competing for their hearts, minds, and wallets. To win in this new “relationship economy” it’s become imperative to build authentic relationships. But as companies implement transformative customer engagement initiatives, they are facing market trends and organizational headwinds that create a challenging executional environment with a less than stellar historic success rate. This session will explore what the companies who succeed have in common.
• 10:13 am The Digital Transformation Journey – A LAPP Asia Pacific Perspective(CCO-SEA August) Developing a strategic framework for customer lifecycle Embedding technological innovation to enable business strategy Evolving the team with digital skills and embracing change
• 10:34 am Fireside chat: Jetstar Airways’ Journey Towards a Seamless, Personalised Customer Experience(CCO-SEA August) Jetstar’s new digital platform is the heart of its business, helping 100 million visitors a year plan their journeys with ease and without interruptions. In this session, we will deep dive into their initial challenges that brought them on this journey, how they’ve evolved in driving customer engagement through a seamless, personalised digital experience, and their roadmap as we prepare for the “cookieless future”.
• 10:59 am Keynote: Enabling Service Teams to Become Frontline Drivers for Revenue and Retention(CCO-SEA August)
• 11:18 am Panel: Adopting a Customer-Centric Mindset(CCO-SEA August) Building a customer-centric organisation in today’s world is imperative to remain competitive. This session will address: How to build a customer-centric culture Anticipating customer needs through feedback and data analytics How are businesses fostering a positive customer experience throughout the customer journey

Speakers

• Danny Lai · EVP - Marketing & Strategy, LAPP Asia Pacific Danny Lai is the Executive Vice President of LAPP Asia Pacific and is an elected board member of LAPP Kabel Shanghai Co, Ltd. Currently, Danny is based out of Singapore and heads up the Asia Pacific Marketing & Strategy. He has been with LAPP since May 2014 responsible for providing leadership and expert knowledge on marketing management, strategic planning, sales management, and change management. In addition, Danny has led the development and implementation of the global sales effectiveness program and held a pivotal role in global Strategy 2027 for the LAPP Group. Prior to this, Danny was an Independent Business Advisor at SPRING-SIM Business Advisors Program in Singapore, from August 2013 to August 2014. He was providing business advisory services to small and medium enterprises, for work including reorganization of corporate structure, establishing the framework for sales & marketing operations, and product management. Danny has senior-level experience in strategic planning, strategy implementation and has led enterprise transformation & restructuring projects across Asia. Previously, he spent 10 years at RS Components Asia Pacific, held different roles in sales, strategy, and marketing. His last position was the Head of Market Development & Operations, Asia Pacific. He was responsible for driving market development, market intelligence, and formulating strategic marketing initiatives to accelerate business growth. Danny also led the development of B2B customer lifecycle marketing operational framework for the RS Group. Danny has invested a large amount of his time in the last 25 years to develop his career and contributed much to the organizations that he has been to. Despite his busy schedule, he went on to pursue his goal in lifelong learning and achieved a rare triple master’s degree (MBA, MSc. e-Business, MSc. Finance). Danny’s learning journey has not ended as he is currently working on his dissertation to complete a doctoral program.
• Loan Kiss · Portfolio Manager, Sit-Down I am a strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown conference and content programs across a range of industries.
• Sarat Mohanty · Head, Global Supply Chain Finance Customer Implementation, Transaction Banking, Standard Chartered Bank Senior digital global business leader with two decades of experience in digital transformation, process re-engineering, accelerating time-to-revenue, complex large cross-border program management, IT management in Corporate Banking, Manufacturing, Retail sector. Rare global leadership talent with Working Capital Management, Physical & Financial Supply Chain Management powered by digital solution. Adjunct MBA professor of Digital Financial Systems In Supply Chain Management & Sustainability.
• Khalid Raheel · Chief Marketing Officer, AmarBank Currently working as Chief Marketing Officer at Amarbank, Indonesia’s Digital-Only Bank, Spearheading and overseeing the data and journey driven brand marketing and business marketing and strategy & efforts for Tunaiku (Indonesia’s first digital lending product) & Senyumku (Ai-led intelligent savings platform) and its variants. Actioning the change to occur by adopting and adapting new marketing technologies to maximize their impact driving seamless customer experiences across digital financial products & solutions Prior to joining AmarBank,worked as Managing Director- Digitas & Sapient Razorfish Indonesia and Head of Digital, Technology & Retail transformation for Publicis Groupe Indonesia for 12 years . Has also held various senior positions in planning & servicing for various Network agencies in India.
• Birendra Balakrishnan · Sales Engineering Manager, AsiaSitecore, Sitecore Biren is a Digital Evangelist, who has over a decade worth of experience across Europe and Southeast Asia (SEA). Previous roles at Adobe, Telenor Group and WPP have given him an insight across the Adtech/Martech ecosystem. At Sitecore, Biren is responsiblefor helping clients leverage the best value for their digital investments. His personal interests are in Data & Analytics, Fintech and the SEA start-up scene. https://www.linkedin.com/in/birendra-balakrishnan-39760943/

Partners

• 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, personalized experiences for their customers. Learn more at Sitecore.com. Our employees are our foundation. Sitecore is built upon a diverse group of passionate, innovative, and collaborative individuals located across four continents and over 20 countries. The Sitecore values of Foster Collaboration, Push Boundaries, Take Ownership, Cultivate Community, and Customers First are what drive and unite us across the globe. Learn more about the Sitecore values here: https://www.sitecore.com/company/our-values
• Tealium Helping brands make data actionable, in real-time, across every customer experience touch point. Tealium revolutionizes today’s digital businesses with a universal approach to customer data orchestration – spanning web, mobile, offline and Internet of Things devices. With the power to unify customer data into a single source of truth, Tealium offers a turnkey integration ecosystem supporting more than 1,000 client-side and server-side vendors and technologies. The Tealium Customer Data Hub encompasses tag management, API hub, customer data platform and data management solutions that enable organizations to leverage real-time data to create richer, more personalized digital experiences across every team, technology, and customer touchpoint. www.Tealium.com
• Twilio About Twilio Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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