CCO Live SEA October Edition 2021

Overview

Today, organisations must be able to differentiate their brands and provide exceptional customer service to stand out amongst their competitors. This month's CCO SEA October Edition 2021, we'll be exploring such topics like:

Develop a clear CX vision and strategy in your organization

Using design thinking for CX initiatives

How to develop a resilient customer-centric mindset

What to expect

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

What we will cover

• Provide Exceptional Omnichannel Service
• Personalise Your Customer Engagement
• The Future of Automated Customer Experience
• Unlock Revenue Growth Opportunities Across the Customer's Lifecycle

Agenda

• 0:00 pm Debunking Myths Around Headless CMS(Plenary) Most CX leaders and marketers would agree that a content management system (CMS) that can deliver content to any device or touchpoint without having to do extra work sounds pretty useful. But mention a headless CMS as a solution and the very same CX leaders and marketers can retreat due to misgivings about complexity. In this session, we’ll clear up any misconceptions by breaking down what a headless CMS actually is and why it can free CX leaders and marketers from many of the challenges they face today, rather than add to them. At the end, you'll see that a headless CMS doesn’t have to be daunting. In fact, it’s an essential tool to help you grow beyond your traditional marketing channels, and reach consumers wherever they happen to be. With a headless CMS, your omnichannel marketing initiatives can finally stretch to those devices — and all the devices we’ve yet to imagine.
• 0:26 pm Keynote: Using Data Science To Improve Customer Satisfaction(Plenary) Understanding customer feedback using text mining Using data to predict sales volumes Utilising data science to improve complaints, QA handling and email prioritization for higher customer satisfaction
• 0:46 pm Winning In The Relationship Economy(Plenary)
• 1:11 pm Keynote: Driving Customer Experience Of The Future(Plenary) How to improve your customer and key stakeholder experiences Deliver onboarding training programs to develop skills capability Implement effective strategies to support leadership team
• 1:32 pm Keynote: Keeping Customers Engaged In The Digital Age(Plenary) Mindset change driven from the top Digital transformation organization, strategy and tactics Desired customer-centric culture and customer experience
• 1:55 pm Panel: Is NPS Still Fit for Purpose?(Plenary) Is NPS an accurate metric to use to measure CX quality? Pros vs cons: what other metrics can be used to measure your CX success? How can NPS be linked to your corporate strategy?

Speakers

• 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.
• Kirill Odintsov · Head of Data Science, Home Credit Indonesia Kirill is the Head of Data Science of Home Credit Indonesia with more than 7 years of proven experience in building and leading a team of data enthusiasts. He is skilled in Statistical Modeling, Predictive Analytics, Predictive Modeling, Text Mining, and Risk Management. He is a strong professional with a master's degree in Probability Mathematical Statistics and Econometrics from Charles University in Prague.
• 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 multi-skill teams in both LATAM and Europe, using advanced data for decision making. Current leader of the PLDT/Smart Telecom Customer Experience Transformation Programme.
• 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.
• Isabelle Goh · Area Continuous Improvement Partner (E-commerce), Maersk Isabelle is a Continuous Improvement Partner, Ecommerce at Maersk, where she leads digitisation efforts and evolvement of customer experience in Thailand, Malaysia and Singapore. She develops internal training programmes and customer onboarding material, whilst fostering collaborations across regional and global departments for effective service delivery through the organisation's digital platforms and integrated logistics product offerings. Isabelle is a customer advocate herself, having previously served as a Customer Experience Agent, a Care Business Partner to the key client segment of customers. She holds the strong belief that agents providing the customer experience are core to the customer's relationship with the brand, whilst holding a key position in identifying the customer's latent needs through daily interactions and guidance on digital platforms. Isabelle holds a Bachelor of Business Administration from National University of Singapore, where she had developed a great intrigue for consumer psychology and today's always-on, digitally savvy customer. Outside of work, she dedicates her time to youth volunteerism, as she endeavours to foster community collaboration and upward mobility amongst youths in the Southeast Asian region. Presently serving as the Vice President to Asean Business Youth Association, she works with her team to rally for youth education and empowerment, connecting them with the network and resources to deeply immerse in industry and culture, as a form of future readiness for the evolving economy.
• 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.
• Anjali Saraf · Head of Global Enterprise Innovation, Twilio Anjali is the Global Head of Enterprise Innovation at Twilio, where she helps companies harness the power of digital engagement to create memorable experiences and connect the dots across ecosystems. She is passionate about helping organizations unleash the creativity and innovation already within their organizations to deliver bold ideas and create change. Prior to joining Twilio, Anjali was in the Office of Innovation at Salesforce, and spent 10+ years in management consulting where she built a reputation for blending art and science to develop customer-led solutions for Fortune 500 leadership across multiple industries (including consumer goods, retail, healthcare and financial services). She is based in Venice, California, where she draws inspiration from the growing technology and startup communities, the artists, and the diversity of neighborhoods.

Partners

• Twilio · Event Partner 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.
• 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, Kimberly-Clark, L’Oréal and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.

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