CCO Live SEA March 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

Speakers

• Emmanuel Benardos · General Manager - Food and Beverage, Fairmont Singapore & Swissotel The Stamford As a seasoned hospitality professional, Emmanuel has extensive experience in the management of all aspects of food, beverage, hotel, leisure & entertainment operations and marketing to achieve commercial outcomes. Over 26 years of experience extends across food, beverage & service technology, research & development, business development, strategic planning & consulting, industry education, banqueting & events management, revenue /occupancy optimization; for both B2C & B2B audiences. Throughout Emmanuel’s career he has developed a reputation for transforming business operations to achieve sustainable growth, driving a culture of exceptional service delivery matched only by innovative & relevant menu design in many different positions in small and global businesses. With a specific passion for marketing, operational excellence, research, training & development, I have been involved in many new product initiatives for multi national corporations across South East Asia, subsequently taken these products to launch through venues & staffing aligned to the brand. Currently overseeing all the Food / Beverage & Culinary Operations at Fairmont Singapore, Swissotel The Stamford and Raffles City Convention Centre. With 2000 hotel rooms, (17 Monthly P&L reports / revenue centres) 13 outlets open to the public, with the signature restaurant being Jaan by Kirk Westaway - 1 Michelin Star 2019 & 2020, in Asia’s 50 Best Restaurants ranked 35th 2019 & 21st in 2020, (1 halal certified venue) & bars (Night Club - Bar Rouge) external catering & events, 850 staff, 2 room service departments & 90,000 square feet of function / conference / event space. Within the first year (2019) of holding the position, top line revenue grew 38%. With a substantial growth in bottom line profit and received the Award for Outstanding Performance in Food and Beverage for the region from Accor Corprate Office. Launching numerous activations (MLA, TWE, Chope, Wine & Spirit / cocktail dinners) and themed events, one being Kirk Westaway’s PopUp in Anti:Dote during C-19 and the launch of the famous Skai Restaurant Saturday Brunch in addition the management of all hospitality at the 6 month exhibition of Orient Express Exhibition in Singapore (December 2020 to June 2021).
• Serene Ong · Global Sales Operations and Vice President, Commercial Operations, APAC at Marken, Marken Business executive with a demonstrated record of building regional teams from scratch, driving new revenues and expanded market share in Asia Pacific, exceeding revenue and profitability goals Dynamic leader with extensive business background in international and multicultural environment and experienced in leading a dynamic, multi-country region with up to 13 locations Champion of customer satisfaction and loyalty as well as employee retention; strong relationship with senior executives at multinational and regional customers and higher than average retention rates.
• 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.
• Amit Jain · Practice Manager, OpenText

Partners

• Nice
• OpenText · Event Partner OpenText is a world leader in Information Management, helping companies securely capture, govern and exchange information on a global scale. OpenText solves digital business challenges for customers, ranging from small and mid-sized businesses to the largest and most complex organizations in the world. For more information about OpenText (NASDAQ/TSX: OTEX), visit www.opentext.com

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