CCO SEA LIVE SERIES - February Edition 2022

Overview

In 2022 it is pivotal to maximise on the disruption yet advances we have made in the past 2 years. It's time for a holistic approach bridging the evolution in tech and digital whilst re-introducing the importance of human touch.

Customer experience has evolved from how one sources, engages, seeks support and purchases in business to demanding a higher level of consistent quality and empathy. Fortunately the advances in technology has as well and as we enter the new era in business, CX is rapidly becoming one of the top priorities for organisations.

In this first CCO SEA series of 2022 we will cover all aspects including:

Driving CX Through Trust and Security

Future- proof your experience revolution

Best practice for unifying customer engagement across every touchpoint - messaging, live chat, email or voice

Empowering you and your teams to build stronger bonds, become more efficient in your customer interactions

Increase CX productivity to unprecedented levels

What to expect

• Virtual Attendees 200+
• Sessions 6+
• Speakers 5+
• Live Interactions 1:1

What we will cover

• Making Tech Personable Utilising new technology to deliver individual experiences on multiple channels without neglecting human connection
• Why Diversity Matters Create diversity to inspire and motivate employees to reach a wider customer audience
• Captivate & Retain Loyalty is no longer based on price or product, it is about the experience received.
• The Future of CX Leading experts discuss their predictions and key focus points with in the CX space

Agenda

• 0:00 pm The New Rules of Customer Engagement in an All Digital World(Plenary) Reliance on digital has grown in almost every part of our lives. The ever-evolving landscape of new technologies is shifting the way humans interact with each other, the world, and your brand. In this environment, consumer trust is harder than ever to achieve; it is impacted by the culmination of every touchpoint a consumer has with your business- across business units, functions, and channels. Moreover, customer needs are always changing, which has led many organizations to increase their focus on first-party data and insights as a driver for continuous improvement and innovation. What will it take to earn customer loyalty in light of these shifts? Join Rae Weon, a Principal Enterprise Innovation Manager at Twilio, as she describes what Twilio sees as the new rules for engagement between businesses and their customers and how intelligent customer engagement drives deepened relationships.
• 0:20 pm Keynote: How to Shift Your Internal Operating Systems as a Leader(Plenary) High performance is an inside job. What is your current default way of thinking? And does it help or hinder what you’re building as a leader? Ram Castillo will share tools, techniques and frameworks to access empowered, value-aligned behaviour shifts. Learning outcomes: Why our results start with our mind How to identify behaviours that aren’t serving us What to do when our thoughts and beliefs need to change
• 0:42 pm Keynote: CX in a B2B Industry(Plenary) To ensure a competitive advantage, CX requires data-driven analytics to ensure an efficient customer journey. This session will address: Using data to deliver CX, brand loyalty and customer satisfaction Develop a customer-first strategy that aligns with people, processes and technology Measure and optimise your CX programs in real-time and improve CX
• 1:00 pm Keynote: CX a Driver for Democratization of Financial Wellbeing(Plenary) CX plays an essential role in business growth, so how do we master this, in this session we will cover: Exploring the CX landscape in financial services key questions and answers to the perfect VPS transformation CX as a key driver in the shift of focus
• 1:15 pm Panel: Shape CX for Improved Business Outcomes(Plenary) To achieve the best of CX with need to truly understand the business and the customers. In this session we cover: Linking customer experience with business objectives Improve customer satisfaction through data Capture customer feedback in real time
• 1:34 pm Keynote: Finding Value Through Data(Plenary) Companies need to upgrade the IT architecture and invest in emerging technologies, to maximise data. Bringing data to the centre of all marketing activities Collection vs usage of data How to quantify your data

Speakers

• Athikom Kanchanavibhu · Vice President of Transformation, Zuelling Pharma Bespoke digital business transformation orchestrator with over 21 years of experience in consulting and industry. Drive business performance transformation through design thinking at the intersection of business, people, technology, and innovation. Infusing digital and data analytics to rejuvenate stakeholder experience from client, employee, customer and patient to making healthcare more accessible. CIO75 ASEAN awards winner with breadth and depth in technology management, strategy, governance, risk, and compliance. PMP and SAP-certified professional in project, agile, and application lifecycle management from corporate and consulting. Directed over hundreds of projects and transformational initiatives in 7 industries in Thailand and overseas, including multiple locations delivery and offshoring. Digital and technology proficiency in diverse areas; business solutions, B2B2C commerce, automation, data analytics, digital marketing, cybersecurity, cloud, and infrastructure. T-Shaped professional in business, technology, and innovation management; PhD. Candidate, MBA, and MIS from Chulalongkorn University. Highly passionate about lifelong learning and contributing back to communities.
• Thuy Tran · Chief Customer Experience; Member of the Board of Directors, VPS Securities More than 20 years of experience spanning from government organizations to private sector, from commercial banking to financial investment institutions with achievements and contributions to Vietnam in the areas of Leadership Development/ Capacity Building, Human Resources Management; Strategy & Organizational Transformation and Restructuring; Customer Experience and Business Innovation. Bachelor of Political Science and Foreign Policy Master of Education Management
• Enshe Manto · APAC Consumer Experience Director for Data Driven Marketing & E commerce Acceleration, Johnson & Johnson A Digital Marketer with a passion for Data Science, and a track record of brand building in the age of digital disruption. Focused on helping organizations navigate digital transformation goals, and evolve towards tech-centric marketing solutions through system organizational change. Passionate about delivering capabilities that enable digital marketing maturity, to transform aging marketing mixes into Future-fit, high-growth, data driven businesses.
• Nadia Adelstein · Portfolio Manager, Factor A branding & events expert, with 10+ years experience in exponential marketing, Nadia thrives on bringing stories to life through creativity. Working overseas for 12 years on both agency and brand side, she has a unique approach to business strategy.
• Ajay Tawde · Head of Experience, Ogilvy Ajay Tawde, is the Head of Experience at Ogilvy Indonesia. He leads several cross-functional teams across Data, UX, CRM, eCommerce and Technology Builds. An electronics engineer who was trained into looking at human insights at Ogilvy for the past decade, Ajay enjoys solving complex client issue by following the data trial.
• Rae Weon · Principal Enterprise Innovation Manager, Twilio Rae Weon, Principal Enterprise Innovation Manager at Twilio, is a strategist and designer, with prior experience as an innovation consultant at Salesforce and management consultant at Deloitte. Rae’s background in traditional design and experience advising companies in the Global 1000- across financial services, retail, technology and healthcare- contributes to her passion for customer experience and its impact on business strategy. She is recognized for her ability to develop and implement customer-centered strategies that act as catalysts to organizations’ digital transformation journeys and innovation-driven cultures.

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.

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