CCO SEA Live Series - May Edition 2022

Overview

As CX leaders and well, as individuals, it's safe to say that we all aspire to what would be a wholesome customer experience but what does it take to achieve the best possible outcome when it comes to customer delight.

How do we as leaders within our organisation inspire growth and capability within our teams and also position the CX function in the possible place when it comes to CX design and alignment? What does it take to get heard from the management in this journey? And how do we know we are taking the next steps when it comes to innovation and/or tools?

We can start getting some hints and insights by closely looking at case studies and stories of organisations currently tackling their way through these challenges.

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

The fundamentals of creating a roadmap in CX and the CCO's role in the design process

Technology vs. Innovation and deciding what your next best move is

Inspiring growth and building capability within new teams

What to expect

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

What we will cover

• Design process The fundamentals of creating a roadmap in CX and the CCO's role in the design process
• Technology vs. Innovation Technology vs. Innovation and deciding what your next best move is
• Growth and capability Inspiring growth and building capability within new teams

Agenda

• 11:00 am The 2022 CX trends and how to build CX agility to meet shifting needs(Plenary) Your customers have changed. Do you know exactly what consumers want from companies in 2022? Join our CX subject matter expert, Harish Agarwala as he dives deep into the comprehensive findings of our 2022 Global Consumer Trends Report — a study of 23,000+ people from around the world. He’ll reveal exactly what consumers want from companies in 2022 across South East Asia and provide practical guidance on how to build an agile, always-on CX approach to meet shifting customer experience expectations.
• 11:18 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
• 11:37 am Customer Trust is Earned or Broken with Every Experience(Plenary) The report finds that for APAC consumers, brand experiences that are personal, in line with consumer preferences, and delivered at the right time can amplify trust. They recognise the role that technology can play to enhance these experiences. However, savvy digital consumers also know poor execution when they experience it and are conscious of the vital role their personal data plays. They expect more from brands today when it comes to keeping their data safe and providing control and transparency over how it is used. Exploring the views of brands and consumers also reveals a trust gap. While 95% of APAC brands think consumers trust them to keep their data safe, 85% of consumers are concerned about how it’s being used. Similarly, 76% of APAC leaders think the benefits of collecting customer data outweigh the risks, a view held by only 38% of APAC consumers. The report charts a course through consumer preferences revealing a significant opportunity for brands across APAC to respond and adjust their strategies to the prevailing views. In this way, a strong focus on data care and governance are foundational, but leaders will be those that deliver experiences that are personal and personally valuable.
• 11:56 am Keynote: Truly Defining the Customer(Plenary) 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
• 0:10 pm Delivering Curiously Human Engagement with Your Customers(Plenary) The traditional contact centres model no longer works. The rapid increase in digital adoption, and shifts in many business models provides opportunities for contact centres to not only lift customer satisfaction, but employee satisfaction as well. Many companies are transitioning to more convenient and efficient forms of engagement, where messaging plays a key role. Automation and bots are an integral part in navigating between voice and mobile channels, however, many companies forgo the crucial "human touch". Hear from Director of Strategy at LivePerson, Kevin Wordon as he discusses how businesses are delivering technology powered conversations that are Curiously Human™ and how the Human Bot Tango leads to better customer and agent experience.
• 0:34 pm 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
• 0:54 pm Winning In The Relationship Economy(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 organizational 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.
• 1:19 pm Keynote: Harmonising your data strategy with your organisational culture, flexibility and growth plans for your teams(Plenary) Customers never stop evolving so nor should your CX, so what is the true value of brand development? here we discuss: How agile ways of working can boost your CX CX design process and communication strategy Identifying & prioritising obstacles and opportunities

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.
• 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.
• Amelia Ponio · Customer Affairs Head, CIS Bayad Center Inc

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.
• Qualtrics Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 13,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
• Liveperson LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Our Conversational Cloud platform empowers consumers to stop wasting time on hold or crawling through websites and message their favorite brands instead, just as they do with friends and family. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020 and is a founding member of EqualAI. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.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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