Customer-Centric Business Transformation & Service Excellence:
Achieving Differentiation in a Commoditised Market
Financial institutions in Asia are now facing massive disruption. At a time when financial products and services are increasingly seen as homogenous, the emergence of FinTech and InsurTech has greatly contributed to the intensification of an already competitive landscape.
Coupled with evolving customer behaviours and heightened expectations, the race is on for Asia’s financial institutions to leverage customer experience (CX) as the key to driving organisational competitiveness and market growth in a commoditised market.
Managing Director, Head, Group Customer Experience Management
Senior Vice President, Head of Operations
Singapore Exchange Limited
Managing Director – Regional Head of Customer Experience Journey
Chief Marketing Officer, Asia
Sun Life Financial
Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking
Head of Marketing
Tokio Marine Insurance Group
Vice President, Process Innovation & Customer Experience
Affin Bank Berhad
Executive Director, Technology & Operations, Strategy & Planning Management Office
APAC Enterprise Strategic Accounts
Managing Director APAC
Regional Sales Director
The Trust Economy
Chief Client Experience & Digital Officer
Sun Life Hong Kong
Vice President, Group Customer Analytics & Behavioural Insights
Managing Director – Ipsos Loyalty
Key Topics To Be Addressed in 2018 Include:
Discover how you can expedite the transition of your financial institution into a customer-centric, digital enterprise
Transform your branch operations, mobile engagement strategies and self-service options with valuable customer feedback and insights
Embed customer-centricity as an integral part of your business – from FinTech partnerships, process optimization to managing compliance
Explore opportunities to achieve differentiation in a commoditised market through exceptional customer experience designs, product and service innovations
In-depth review on optimising service delivery and customer interactions with AI, chatbot and robotics
Become a customer-first organisation through CX KPIs alignment and powerful employee change management programs
Why Attend & What’s Unique?
Participation is strictly limited to senior executives from leading organisations to facilitate true peer level networking
Benchmark with leading financial services institutions across Asia on the performance and ROI of your CX strategy
Chatham house rules applies guaranteeing a conducive environment for sharing and learning
The Ultimate CX Toolkit
Topical discussions covering both business and customer-centric objectives ensuring that you stay at the forefront of regional CX developments
Maximise your time out of the office by selecting the conference sessions, MasterClass, roundtables and one-to-one business meetings that match your current business needs
What Others Have to Say
"The 1:1 meetings with the vendors were very valuable, and I can see a couple of them offering very solid proposition for the company"
"Right mix of business and environment – we achieved a lot in terms of meeting the right people. It was also a very ideal environment unlike those large-scale events where you don’t remember the people you meet"
"I obtained a couple of great insights in about the first 15 minutes and it just got better from there. The combination of great presentations and casual interactions have been very powerful"