CCO SEA Live Series - September Edition 2022

Overview

Many organisations are adept at measuring transactions and discrete events. Customer emotions and behaviour are harder to measure. Measuring the impact of the CCO in ultimate terms of revenue and profit is a challenge. This difficulty in measurement is perhaps the single, greatest reason for the CCO’s role being one of the more fragile in the c-suite.

CCOs also tend to struggle with self-advocacy and so during this edition of the CCO Series we take a closer look at what it means to create an environment with a unified approach across the business to ensure not only the mission of the CCO but also the realisation of the business goals through better CX.

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

Creating a path to achieve and gain support from all business units

Striking a balance between overhyping achievements and acknowledging real success stories

Organisational goals and clear monetisation of CX Improvement

Effectively communicating and market the value of customer-centric change to the board for further support and adoption

Effective scanning of the market for the right tools and technologies to fast track your delivery and CX Improvements

What to expect

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

What we will cover

• Monetisation of CX Improvement Understanding the organisational goals and clear monetisation of CX Improvement
• Communication and Adoption Effectively communicating and market the value of customer-centric change to the board for further support and adoption
• Executive Support Creating a path to achieve and gain support from all business units
• Technology as an Agile Enabler Effective scanning of the market for the right tools and technologies to fast track your delivery and CX Improvements

Agenda

• 8:30 am Registration & Welcome Coffee(Plenary)
• 9:00 am Welcome Address & Introduction by Sit-Down(Plenary)
• 9:05 am Achieving Personalization at Scale(Plenary) Personalization means serving a relevant experience to customers based on data. At the next level, doing that at scale delivers better results by leveraging data to create connected, contextually relevant experiences for every customer across all interactions and channels. Customers are demanding more from digital experiences, which is why organizations need to start innovating for possibilities of the future of customer experience and personalization at scale. This keynote session will establish the urgency to invest and implement personalization at scale to enhance customer experience, by highlighting opportunities and challenges in today’s digital-first world. We will explore the importance of building capabilities to achieve it, the challenges in building such capabilities, as well as the recommended approach to personalization at scale in any organization
• 9:25 am Using Data To Drive Innovation(Plenary) In this session: 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
• 9:50 am A Data-Driven Strategy to Enhance Customer Experience(Plenary) Relevant and consistent customer experiences can only happen with a data-driven approach across all business units. Data is key for an unified customer centric approach which eventually leads to loyal and lasting customers. 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 to enhance customer experience. 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
• 10:10 am End of Day & Closing Remarks by Sit-Down(Plenary)
• 10:15 am Cocktail Hour & Networking Break(Plenary)

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.
• Marta Grutka · Global Head of Brand and Communications, Various Companies
• Alvin Lim · Executive Director, Brand and Customer Experience, AM Collective
• Richa Arora · Sr Director - Data Governance, JLL Technologies
• Yiliang Zhao · Head of Data Science, Openspace Ventures
• Irfan Shaikh · Head of Digital Transform, UM WorldWide
• Wei Hao Tan · Head of Data Management, AXA Wei Hao is an experienced IT professional with multiple years of experience spanning across various facets of IT such as IT infrastructure, master planning, systems architecture and data management. Prior to joining the financial services industry, he was deeply involved in the aviation sector where he was part of the IT PMO for the Changi East and Terminal 5 mega-project, and also spearheaded various data governance initiatives for the airport operator. He heads the Data Management Office in his current role, leading various data governance and compliance efforts for the organisation.
• Zahina Bibi · Global Head of Analytics Transformation, Standard Chartered
• Hanh Nguyen · Senior Manager, Analytics and Business Intelligence, Propertyguru A SEA Head of BI and Analytics well-recognised by company's C-level and Board of Management with a track record of 10 years experience in Business Intelligence, Strategy and Analytics in Ecommerce and Finance/ Banking sector, across SEA region.

Partners

• 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
• Informatica At Informatica (NYSE: INFA), we believe data is the soul of business transformation. That’s why we help you transform it from simply binary information to extraordinary innovation with our Informatica Intelligent Data Management Cloud™️. Powered by AI, it’s the only cloud dedicated to managing data of any type, pattern, complexity, or workload across any location — all on a single platform. Whether you’re driving next-gen analytics, delivering perfectly timed customer experiences, or ensuring governance and privacy, you can always know your data is accurate, your insights are actionable, and your possibilities are limitless. Informatica. Cloud First. Data Always™️.

More events from this host

• Canva Melbourne Roundtable August 2026, Melbourne
• AI Systems Scale August 2026
• Agentic Brand Control August 2026, The Rocks
• Modern Govt Day September 2026, Canberra
• CTO Day | Melbourne September 2026, Southbank
• Beyond The Data Centre: Building Government At The Edge September 2026, Canberra
• Executive Confidence in Identity and Security September 2026, Chicago
• Secure Scalable Ecosystems September 2026, Sydney