CCO Live SEA June Edition 2021

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. Join us to discover and explore new investments in CX tools, process optimisation and transformation strategies to help your organisation lead the way in customer experience across South-East Asia.

What to expect

• Attendees 200+
• Hours 3+
• Live Interactions 1:1
• Sessions 8+

What we will cover

• Integrated Planning Across all Business Units for a Better Experience Unlocking your growth potential requires an integrated plan that touches and influences all aspects of the organisation.
• Utilising Data with Governance in Mind Taking a data-driven approach to customers is key: this involves being metrics-driven and involves deeply understanding how customers are interacting with the business across all ends of the customer journey.
• Customer Experience Design Help your organisation discover their customers unarticulated needs. When solutions delight customers, strong advocacy is created.
• CX and Adaptability Always be adapting to customer needs and demands. This requires creativity and out-of-the-box thinking to create a unique and better customer experience.

Speakers

• fiorella cardenas zavaleta · Head of Customer Experience, PLDT Project Manager with broad experience in Business Process Transformation for both B2B and B2C, New Business Development, Strategic Projects, Customer Experience and Churn Management. Leader of high profile and revenue projects with multidiscipline and multiskill teams in both LATAM and Europe, using advanced data for decision making. Current leader of the PLDT/Smart Telecom Customer Experience Transformation Programme.
• Chee Ping Ong · Director, Digital Experience, NCS Transformation, NCS Group Chee Ping sees himself as a digital triathlete. He is able to look ahead to define a digital strategy that creates true advantage to business, execute in the present to digitize the current business and operations, and innovate for the future to create the new generation of digital offerings and operating models. He grew a significant part of his career in a global management consulting and professional services firm where he provided project leadership over technology consultancy and transformation projects. He is currently a Director of Digital Experience with NCS Pte Ltd where he leads a agile team delivering employee experience-focused digital solutions as part of NCS transformation.
• Shuchita Shekhar · Solutions Consultant, Medallia Shuchita is a passionate advocate of the customer's voice in a brand's story. She has spent more than a decade across multiple disciplines, helping businesses elevate strategies through actionable insights. Currently working as a Solutions Consultant at Medallia, she believes leveraging the right blend of analytics is integral to redefining experiences.
• Stephanie Furlough-Morris · CFO, Sommet Education Stephanie serves as the CFO of an education group focusing on hospitality management and the culinary arts, providing solid leadership of finance and accounting. She is skilled in corporate finance leadership, accounting, team leadership, and serving as an advisor to executive leaders. For the last five years, served as a CFO working with a private-equity backed shareholders.
• Donald Lim · Regional Head, Customer Experience, VMLYR Donald Lim is VMLY&R Asia’s Regional Head, Customer Experience. He leads a best-in-class regional team of product managers, analytics consultants and experience designers while establishing global frameworks for Experiences & Technology delivery. Donald started as an analytics professional in Silicon Valley back when it’s known as Urchin and Omniture until he dives into Experience Design. He is a strong advocate of both Evidence-Based Design and Emotional Design and has incorporated these frameworks in several global design agencies to deliver real business outcomes for brands. He works with clients across many verticals, including Ford, MetLife, Caltex, Hilton, Cathay Pacific, Nike, Electrolux, Sony, HSBC, Singtel and Temasek. Donald is also a horticulturist with a black thumb and an experimental chef. For what he lacks in natural talent, he builds contraption to automate it so he can grow exotic herbs to use in his next farm-to-table dish. Donald studied Management Science and Engineering in Stanford. He also received alumni of the year award from the National University of Singapore for his thought-leadership in the experience design.
• Loan Kiss · Portfolio Manager, Sit-Down Working to helping business leaders connect through meaningful and engaging content.

Partners

• 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.
• Medallia
• ServiceNow At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity. With 6,200+ customers, we serve ~80% of the Fortune 500. And we are on the 2020 list of FORTUNE World’s Admired Companies®. This is the future of work.
• Nintex Nintex is the global standard for process intelligence and automation. Today more than 10,000 public and private sector organisations across 90 countries turn to the Nintex Platform to accelerate progress on their digital transformation journeys by quickly and easily managing, automating and optimising business processes. Learn more by visiting www.nintex.com and experience how Nintex and its global partner network are shaping the future of Intelligent Process Automation (IPA).
• Tealium Helping brands make data actionable, in realtime, 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

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