CCO SEA Live Series - July Edition 2022

Overview

2 years of constant change, ever evolving expectations, shift in mindset and a drastic shift into how we see consumerism, products and perceive any experience, has meant that as CCOs we need to up our game when it comes to what efforts we make to understand our customers and their expectations so that we can optimise how we deliver but also how we prepare for the next wave of expectations, changes and technology.

Join us during this edition of the CCO Series as we discuss:

Effective utilisation of customer date to understand customer behaviour and how to address the current needs

Mirroring customers' diversity to create the desired experience

Understanding how to generate the face of CX starting at the Boardroom

Trouble shooting and effectively managing public relations

What to expect

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

What we will cover

• Customer Data Effective utilisation of customer date to understand customer behaviour and how to address the current needs
• Customers' diversity Mirroring customers' diversity to create the desired experience
• CX & Boardroom Understanding how to generate the face of CX starting at the Boardroom
• CX & Public relations Trouble shooting and effectively managing public relations

Agenda

• 9:00 am Conversational Customer service and the power of messaging(Plenary) The reopening of the world after the pandemic has shifted consumer expectations, further moving the tides towards a digital-first world. Consumers continue to expect businesses to meet them where they are and to provide CX on-the-go and through their preferred messaging apps. How does the modern business support intuitive service that prioritizes the customer experience by leveraging the power of messaging? We touch on that in this 20 minute segment.
• 9:21 am Keynote: How To Transform Your Supply Chain To Be Customer Centric(Plenary) Mindset change driven from the top Digital transformation organization, strategy and tactics Desired customer-centric culture and customer experience
• 9:41 am Winning in the Relationship Economy: Digital Transformation Strategies for Building the Future of Customer Engagement(Plenary) 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 organisational 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.
• 10:01 am Keynote: Using Design Thinking To Develop Superior CX(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
• 10:20 am Trust, the Currency of Experience(Plenary) With seismic shifts in the landscape, from ‘the cookie apocalypse‘, evolving regulations and changing customer sentiment, the success of an organisation is becoming increasingly dependent on a first party data strategy, built on a solid foundation of trust. In this session we will explore the industry provocations, the importance that trust plays and actionable strategies to consider while preparing your organisation for its continued success.
• 10:39 am Keynote: Leveraging Data From Different Points Within The Customer’s Journey(Plenary) The 360-degree view is the foundation that makes an organisation's relationship with customers experiential rather than transactional—the key to long term customer relationships and positive endorsements. This session will cover: A comprehensive view of customers by leveraging data from different points within the customer’s journey Tracking structured and unstructured data to gain customer insights Predicting future customer behaviours and provide a customised customer experience
• 10:51 am Panel: Shape CX for Improved Business Outcomes(Plenary) This panel will address: Linking customer experience with business objectives Improve customer satisfaction through data Capture customer feedback in real time
• 11:12 am 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

• 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.

Partners

• 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.
• Zendesk Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Learn more at www.zendesk.com.
• Adobe Adobe gives everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences. We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transforming how companies interact with their customers across every screen. www.adobe.com

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