CCO SEA Live Series - March Edition 2022

Overview

CX Strategies, ISSPs & people strategies, can all be artefacts that are over-rated. They often don’t convert to reality. What an organisation needs is a CX Plan that is the level lower than what are often just waffly strategies. In this months edition we will explore

Organisation alignment on who the customer is - Truly defining the customer

Unifying your engagement strategy and delivery to CX growth

Board and management buy in - Getting the non CX excited about the power of CX

Clear communication: From Ambition to mapping, from mapping to the power of the spoken word

Truly communicating and filtering down the strategy, step by step from top to bottom to ensure a unified commitment across all business units

What to expect

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

What we will cover

• Synergies between employee experience and customer experience Higher employee satisfaction leads directly to higher customer satisfaction, resulting in higher revenue
• Adapting customer experience during COVID-19 and beyond Reasseing all aspects from technology, teams, and work- life balance
• Utilising data driven innovation to create an optimised customer experience Put Data Into Practice to Appeal to Clients.
• How to apply behavioural economics to drive greater customer experiences The use of insights from phycology, sociology and neuroscience to explain peoples thinking

Agenda

• 9:00 am 2022 State of the CDP: Key Findings for Tackling the New Age of Data(Plenary Room) Given the changing customer data landscape, the question is no longer why do you need a Customer Data Platform (CDP), but instead which one is best suited for your organization’s needs. That’s why in this webinar, we’ll be talking through key findings from our brand new 2022 State of the CDP report to help you prepare for the year ahead! In this report, we surveyed over 1000 marketing and business leaders globally to better understand how they’re planning to use a CDP in the coming year. We’ll also review key findings like: The top areas where executives believe technology will have the biggest impact this year Why 87% of marketers are expecting to increase tech spend in 2022 Ways marketers are using a CDP to drive digital transformation and keep up with the trends in the landscape
• 9:29 am Keynote: Data, Insights, and Creativity(Plenary Room) A discussion on how data can unlock big, creative ideas across any type of communication. In this session we will be focusing on 3 key points with some great real life examples from works that Matt has led: Data for creative strategy Women Will - The Divide Data as creative technology Google/AVIS - We Try Harder Google/Coke - Buy the world a Coke Data to create scale and campaign ecosystems Google/EA - Giferator
• 9:53 am The New Rules of Customer Engagement in an All Digital World(Plenary Room) 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.
• 10:11 am Keynote: Getting the Non CX Excited About the Power of CX(Plenary Room) Although CX is one of the key sectors of organisation these days it is often overlooked. Here we learn How to get the board and management to understand & buy into CX Use a quality framework for development of your team Act upon regular employee feedback.
• 10:35 am A Data-Driven Approach to Consistent Customer Experience(Plenary Room) Data is key to creating engagement that leads to loyal and lasting customers. And relevant and consistent customer experiences only happen with a data-driven approach. In this session, we will introduce Informatica’s data strategy framework, designed to help you overcome obstacles including corporate culture, data silos, and skills gap. With a well-thought-out data strategy, you can leverage the right data to deliver the right experience, at the right time so you can optimize every interaction. Key takeaways from this session: Why consistent CX is so important across the customer journey Addressing customer data challenges like data silos and skill gaps Creating a more data-driven corporate culture with a single customer view Ensuring that you leverage the right data to deliver the right experience at the right time
• 10:58 am Keynote: 360 Degree View of CX Through Data(Plenary Room) How to master the digital transformation for a smooth CX. Developing a strategic framework for customer lifecycle Embedding technological innovation to enable business strategy Evolving the team with digital skills and embracing change
• 11:18 am Keynote: Truly Defining the Customer(Plenary Room) The more we listen, understand and know our customers the better the CX will be. Customer journey mapping as a process to drive organisational change Organisation alignment on who the customer is Create an emotional connection with your customers

Speakers

• Matt Clack · Head of Creative, Google Matt Clack, Head of Creative for Google Brand Studio APAC, is currently working to bridge the gap between the grind of product marketing and elusive beauty of Brand. Clack leads teams of amazing creative directors, art directors, designers, technologists, motion designers, data experts, film directors, and smarties — helping to make Google's brand make sense with the help of creativity, storytelling and technology.
• 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.
• Ashlyn Rodrigues · Head of Customer Success Global Clients APAC, Linked With experience spanning across digital media, sales and customer success, Ashlyn has worked and lived in India, Australia and Singapore, learning new skills along the way. At LinkedIn, he leads the Customer Success team for Global Clients in APAC. His personal mission is: To Empower and Elevate people to be the best version of themselves. His strengths lie in building, coaching and organizing high performing teams with the aptitude to embrace change and a strong focus on business acumen. He has called Singapore home for the last five years where he lives with his wife and two young kids. Besides work, he is an okay guitarist, a budding tennis player, a novice cyclist and an enthusiastic reader.
• 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 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.
• Informatica Data is changing the world. Data is powering the world's leading innovations – from autonomous vehicles to AI-powered neural networks. At Informatica, we call this Data 4.0—when next-generation intelligent enterprises leverage data to make possible what never existed before. Informatica is the only proven Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Today’s intelligent enterprise is fueled by data and that data must be properly managed, governed, protected, and utilized – this is where Informatica drives next-generation innovation with its Intelligent Data Platform™. Our Intelligent Data Platform, a complete and modular solution built on a microservices architecture and based on the AI-powered, CLAIRE™ engine, enables companies to fuel innovation, become more agile, and realize new growth opportunities, resulting in intelligent market disruptions. Over the last 25 years, Informatica has helped more than 9,000 customers unleash the power of data, including 85 of the Fortune 100, including every company listed in the top 10.

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