Exchange Day Three: Tuesday, 27 March 2018

9:00 am - 9:10 am Chairman’s Opening Remarks

7:00 am - 8:50 am Breakfast & Registration

9:10 am - 9:50 am Panel: Adopting a Digital Customer-First Strategy to Win Over Next Generation Customers

Juliana Chua, Head of Digital Transformation,NTUC Income Maria Sit, Chief Client Experience & Digital Officer,Sun Life Hong Kong
·         What does it mean for your organisation and your customers to be truly digital?
·         Deploying superior digital capabilities to transform operations, products and services
·         Driving continuous improvement and innovation to value-create for your customers, stakeholders and organisation

Juliana Chua

Head of Digital Transformation
NTUC Income


Maria Sit

Chief Client Experience & Digital Officer
Sun Life Hong Kong

9:50 am - 10:35 am WORKING GROUP DISCUSSION 2: Leading Service Culture Transformation for Exceptional CX

Vijayakumar Subramaniam, Vice President, Process Innovation & Customer Experience,Affin Bank Berhad


Vijayakumar Subramaniam

Vice President, Process Innovation & Customer Experience
Affin Bank Berhad

10:40 am - 11:10 am One-to-One Business Meetings

11:15 am - 11:45 am One-to-One Business Meetings

10:50 am - 11:55 am Think Tank 4 (40 Minutes) - Business Process Optimisation to Streamline CX Delivery

Jarod Ong, Senior Vice President, Head of Operations,Singapore Exchange Limited

Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

12:00 pm - 12:30 pm Deploying a Data-Driven Customer Strategy

Dr. Yuhui Yao, Vice President, Group Customer Analytics & Behavioural Insights,FWD Group

Dr. Yuhui Yao

Vice President, Group Customer Analytics & Behavioural Insights
FWD Group

12:35 pm - 1:05 pm One-to-One Business Meetings

1:10 pm - 1:40 pm One-to-One Business Meetings

12:35 pm - 1:40 pm Networking Break

1:45 pm - 2:25 pm Networking Lunch

2:25 pm - 3:10 pm WORKING GROUP DISCUSSION 3: Delivering CX to an Multi-Channel, Multi-Generational Consumer

Jeremy Young, Chief Marketing Officer, Asia,Sun Life Financial
·         Co-creation: Incorporating customer voice in your innovation process
·         Leveraging customer intelligence in the design and delivery of products and services
·         Forming win-win FinTech partnerships and models

Jeremy Young

Chief Marketing Officer, Asia
Sun Life Financial

3:15 pm - 3:50 pm CLOSING FIRESIDE CHAT: Leading Organisational Transformation Towards Greater Customer-Centricity

Neil Gardner, Chief Customer Officer – Asia,Generali Michelle Liew, Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking,RHB


Neil Gardner

Chief Customer Officer – Asia


Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking

3:50 pm - 4:00 pm Chairman’s Closing Speech & End of CX Financial Services Exchange