Mr. Tang Kim Yee

Director of Technology and Architecture Office, Singtel’s Group Enterprise.

"The topic that the speaker is going to present on."

Edward J. Hansen

Partner, Morgan Lewis

"The topic that the speaker is going to present on."

"The topic that the speaker is going to present on."

Director GBS, DellEMC

Tilak Banerjee

Mark Davison

Partner - Robotics Process Automation

"The topic that the speaker is going to present on."

Jay Flanagan

Strategy & Transformation, Global Services DellEMC

"The topic that the speaker is going to present on."

Frank Kelly

Director – Digital Transformation, DellEMC

"The topic that the speaker is going to present on."

Dr. Mary C. Lacity

Curators’ Distinguished Professor at University of Missouri-St. Louis and Visiting Scholar at MIT CISR.

"The topic that the speaker is going to present on."

Simen Munter

COO, Nordea

"The topic that the speaker is going to present on."

Last year we brought together a group of people that have devoted their time and energy to o digital marketing.

LAST YEAR SPEAKERS

AGENDA

We will post the agenda in the upcoming weeks, stay tuned!

Attendees at CX APAC Online 2019 will gain exclusive first hand access to carefully curated content - presentations from pioneering CX thought leaders from cross-industry. Gain expert insights into the most innovative customer experience projects from across the APAC region. 

Update yourself on the latest industry intelligence on key topics including:

  • Emerging Technologies Impacting and Enhancing CX
  • Change-Managing CX during Digital Transformation
  • Voice-of-the-Customer
  • Re-inventing your Brand to Reflect Evolving Consumer Expectations
  • Delivering a Consistent Customer Experience in a Modern Gig Economy
  • Delivering a Seamless and Competitive Omni-Channel Customer Experience
  • Using Big Data to Model Customer Loyalty and Create Actionable Insights

Through a combination of cutting edge sessions, in-depth panels and downloadable podcasts, wherever you are in the CX journey our Digital Summit will provide the tools to exponentially improve your CX offering.

Don’t miss out and book your place now!

Day 2 - Tuesday, 26 March 2019

MyRepublic: From Customer Engagement Strategy to Everyday Omnichannel Success

Delivering Business Transformation in the Experience Economy

11:00-11:45

Speaker: Jason Bradshaw, Chief Customer Officer, Volkswagen Group Australia

14:00-14:45

Delivering Consistency and Change Managing CX During Digital Transformation

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ABOUT CX NETWORK

CX Network is the leading online resource for senior customer experience, service, insight, digital and marketing decision makers. Our value-rich content includes industry news, market reports, the latest trends and challenges, CX TALK videos, interviews and podcasts with CX leaders, best practises, digital events, and much more.

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When you partner with CX Network, you get the opportunity to expose your brand to our opt-in membership of over  31,000 customer experience professionals globally and our wider audience of more than 150,000 CX executives. 

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Whether you are embarking on a brand re-launch or planning to increase your current brand awareness, CX Network will ensure your brand is associated only with credible, highly recognized industry players. Our webinars put your brand in front of highly relevant, highly active and qualified industry players in a cost-efficient manner.

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Position your brand at the forefront of this topic and industry developments. By being part of this webinar we will ensure you are seen as part of the conversation between industry players, analysts and decision makers. If you want to be positioned as an industry leader, then partnering with CX Network is a great step in this direction.

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Will the sessions be recorded?
Yes. the sessions will be recorded and available for free for a limited time.

25 - 27 March 2019

10am - 17pm SGT

Register for FREE

Join the discussion #CXAPAC


APAC’s online CX conference, bringing you global customer experts direct to your desk 

  • Chatbots and AI: Discover the Emerging Technologies Impacting the Customer Journey
  • Change Managing CX during Digital Transformation
  • Using Voice of Customer and Data to Inform CX Design and Improve your Offering 
  • Corporate Responsibility and Drive for Purpose: Reinventing your Brand to Reflect Evolving Consumer Expectations
  • Delivering a Consistent Customer Experience in a Modern Gig Economy 
  • Transforming CX to Engage Customers in Social and Digital Channels of Choice
  • Creating a Culture of Customer Advocacy: Linking Employee Experience to Customer Experience

Access to cutting edge content and world class speakers from the comfort of your desk
Downloadable mp3 recordings of all presentations
Downloadable slides you can review again and again
Opportunity to meet cutting edge technology providers
Chat with attendees and presenters in our live networking sessions

Register for FREE

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Why Register?

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Agenda

Day 1 - Monday, 25 March 2019

Chatbots and AI: Leveraging Emerging Technologies to Impact the Customer Journey 

10:00-10:45

11:00-11:45

10:00-10:45

The Science of Genuinely Understanding Customer Experiences and How We Can Improve Them

15:00-15:45

13:30-14:15

Agenda subject to change. All times listed below SGT

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  • What does Customer Experience (CX) look like today in its current state and how are businesses and consumers thinking about CX? 
  • Implementing chat-bots, ensuring CX remains consistent during change and how to manage a bot/human team 
  • Enabling CX with tools that demonstrates customer time and attention is valued 
  • How emerging technologies like Artificial Intelligence (AI) are changing CX for the better 
  • AI & machine learning: the role of artificial intelligence in the future of customer experience 
  • Using data effectively to create actionable insights and how to measure the impact of your actions

Your customers are defining the terms of engagement and both your strategy and execution must seamlessly align to respond. Join Rob Glennon from MyRepublic and Rod Moynihan from Zendesk as they explain how MyRepublic realigned their people, processes and systems to create a seamless experience for their customers - all the way from initial strategy to everyday success. Whether you’re just getting started or already on the omnichannel path, this session will help you build an agile, long-term engagement strategy. Learn how to 

  • Use real-time data-driven personalised CX technology platform across the customer lifecycle 
  • Acquire, onboard, engage and retain account and policy holders 
  • Reduce customer communication costs and call centre traffic 
  • Listening, learning and acting on customer feedback with our crowdsourcing CX tool 
  • How we are gaining a deeper understanding of the customer experience.
  • Mapping how the organisation stacks up against competitors 
  • Capturing the right data to make a difference that’s meaningful to customers 

Speaker: Matt Butler, Senior Channel Development Manager, ANZ

Winning at Customer Engagement Management: Providing a Holistic Customer Experience Proposition

  • How to make the customer experience even better at each stage of the journey 
  • Breaking down product component and support silos and driving improved sharing capabilities 
  • Beyond the marketing: bringing a unified, 360-degree experience to a business 
  • Customer journeys are non-linear: how to empower the person that the customer gets to first with a 360 view of customer data 
  • Why a consumer expects your company to anticipate, allow him to navigate easily, personalize, and make his interactions natural 
  • Moving from one-time purchase oriented business models to recurring customer relationship business models 

Day 3 - Wednesday, 27 March 2019

10:00-10:45

Delivering a Seamless and Competitive Omni-Channel Customer Experience

  • How Moving to a New CMS platform has Enhanced CX in our Business
    Resourcing for cross-border customer service 
  • Delivering a seamless customer experience whilst departing from previous concepts of channel separation 
  • How we have bolstered the capabilities of our warehouse-based customer operations team 

Presenter:  Paul Waddy, Head of Operations, Showpo

“E-commerce Business of the Year 2018” Online Retail Industry Awards;
“E-commerce winner 2018, NSW Exporter of the Year,” Premier’s NSW Export Awards 

11:00-11:45

Intelligent Customer Experience: Harnessing Data to Give Your Business the Edge in CX

The information your business generates and accesses is not merely a tool for operational execution, it’s so essential to the success of a modern business that it must be handled as carefully and strategically as currency. This session will outline why the new 'data currency' has become the key to success for the world's most valuable companies. Join Joseph Sullivan, Informatica's APJ Sales Solutions Specialist Leader to discover how data governance, next generation analytics and a 360 customer view combine to set your business apart from the rest through providing an intelligent customer experience both on and offline.

  • Understanding how to turn your data currency into a personalised customer experiences that set them apart from the rest 
  • How to ensure your business can compete with the data-driven giants 
  • Learning how to harness both old and new sources of data to better understand your customers 
  • Personalising interactions and offers to provide the best possible customer experience

14:00-14:45

Using Voice of Customer and Data to Inform CX Design and Improve your Offering

We assume because AI is involved that OTT content delivery will be smart – but it is not...yet. This session will explore how the type of data used in algorithms can create a great customer experience or not. Using peripheral behavioural data rather than just preferences customers have specified is unlocking amazing opportunities to create next level customer experiences and how these experiences are not just a win for customers but for media business as well.

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  • Our strategy for customer-centric transformation:  how we survived disruption by successfully leveraging platform, insights and team
  • Focusing on essential factors for successful CX transformation: identifying and discussing crucial ingredients
  • Planning and implementing digital by design, insights-led actions and the vital role of culture in making an organisational change
  • Deploying a new platform to deliver CX operational capability to match rapid business growth

How the Changing Landscape of Customer Experience and Employee Experience is Fueling Business Growth

Research has shown that the employee and the customer experience are inevitably linked, yet the related programs are usually planned and run separately within an organisation. In the experience economy, happy staff make for happy customers and in-turn happy customers lead to greater brand loyalty, increased sales and more profit. Every touchpoint in a customer’s experience shapes customer sentiment. With employees as a crucial touchpoint, having a workforce of brand ambassadors that deliver a consistently differentiated customer experience has never been more vital. To build that workforce, all departments within an organisation including marketing, customer service and HR need to work together.
By attending this session, you will also be able to identify areas of opportunity within your organisation to work better together as one 
team to drive better experiences. 

  • How to ignite the organisation through leadership 
  • Moving from a vision to a true customer culture 
  • Connecting your employees to the customer experience 
  • A framework for connecting EX and CX to fuel growth

Our 2019 Speakers

Headlined by leading VP-level customer contact executives, CX APAC Online features a combination of keynotes, interactive roundtables, fireside chats and demos. All sessions are backed by research and case studies. 

Paul Waddy
Head of Operations  
Showpo 

Nicole McInnes
Chief Marketing Officer
OVO Mobile

Matt Butler
Senior Chanel Development Manager
ANZ

James Walford 
Strategic Director – Digital & Innovation

Genesys

Jason Bradshaw 
Chief Customer Officer 
Volkswagen Australia 

Speaker:  James Walford, Strategic Director – Digital & Innovation, GENESYS 

Presenter:  Joseph Sullivan, APJ Sales Solutions Specialist Leader, Informatica

About meAbout meAbout meAbout meAbout me

Rod Moynihan
Director, A/NZ
Zendesk 

About me

Speakers:  
Rod Moynihan, Director, A/NZ, Zendesk
Robert Glennon, Group Director Customer Experience, MyRepublic

Robert Glennon
Group Director Customer Experience, MyRepublic

About me

Vicky Katsabaris, Head of Customer Experience Strategy and Solutions, Qualtrics, Asia Pacific & Japan

Vicky Katsabaris - Head of Customer Experience Strategy & Solution, 
Qualtrics, Asia Pacific & Japan

About me

Presenter:  Nicole McInnes, Chief Marketing Officer, OVO Mobile

Joseph Sullivan, 
APJ Sales Solutions Specialist Leader, 
Informatica

Kristi Mansfield, 
Director of CX Strategy and Transformation, Oracle

Kristi Mansfield, Director of CX Strategy and Transformation, Oracle

About me

Speaker: Sreelesh Pillai, General Manager ANZ, Freshworks

14:30-15:15

Experience Matters: The Customer Centric Intelligent Enterprise

Your Customer Experience redefines how your business adds value. In this session, we will look at how you can manage all touchpoints that are part of the customer experience throughout the customer journey.  No longer can CX professionals operate in silos in the experience economy. We’ll walk you through customer cases, define the vital components of what a customer experience suite should achieve and present Demos that make it easy to understand how you can harness the power of your operational data for optimal customer experience. 

You need to work across teams, across systems, across data to: 

  • Support the full customer journey with integrations across front office solution 
  • Deliver on what’s been promised to the customer - having front & back office integration to connect the supply and demand chains 
  • Understand the “Whys” as well as the “Whats” with integration of X-O data

Alfred Bonilla, Customer Experience Evangelist, SAP

Alfred Bonilla, 
Customer Experience Evangelist
SAP

About meAbout me

Sreelesh Pillai, General Manager, NZ, Freshworks

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