Exchange Day Two: Monday, 26 March 2018

7:30 am - 8:30 am Breakfast & Registration

8:30 am - 8:45 am Chairman’s Opening Remarks

Jeremy Young - Chief Marketing Officer, Asia Sun Life Financial
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Jeremy Young

Chief Marketing Officer, Asia
Sun Life Financial

8:45 am - 9:15 am Driving a Customer-Obsessed Mindset in Your Organisation

Shefali Gupta - Executive Director, Technology & Operations, Strategy & Planning Management Office DBS Bank

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Shefali Gupta

Executive Director, Technology & Operations, Strategy & Planning Management Office
DBS Bank

9:15 am - 9:45 am FIRESIDE CHAT: Measuring & Benchmarking CX Performance across Divisions, Business Units, Organisation & Industry

Manpreet Singh - Managing Director, Head, Group Customer Experience Management CIMB Group
Alexandre De Saint-Leon - Managing Director – Ipsos Loyalty Ipsos

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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group

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Alexandre De Saint-Leon

Managing Director – Ipsos Loyalty
Ipsos

9:50 am - 10:20 am One-to-One Business Meetings

10:25 am - 10:55 am One-to-One Business Meetings

9:55 am - 11:00 am Networking Break

11:00 am - 11:40 am Shaping Future Interactions with Chatbots

Manisha Seewal - Head of Marketing Tokio Marine Insurance Group

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Manisha Seewal

Head of Marketing
Tokio Marine Insurance Group

11:40 am - 12:10 pm Conversational Businesses: Your Winning Mobile Strategy in 2018

Gareth Parker - APAC Enterprise Strategic Accounts LivePerson

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Gareth Parker

APAC Enterprise Strategic Accounts
LivePerson

12:45 pm - 1:15 pm One-to-One Business Meetings

12:10 pm - 12:40 pm One-to-One Business Meetings

12:45 pm - 1:25 pm MASTERCLASS 1 (40 Minutes) Revolutionising Operations & Customer Service with Intelligent Automation

Ronen Lamdan - Managing Director APAC Workfusion
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Ronen Lamdan

Managing Director APAC
Workfusion

1:25 pm - 2:25 pm Networking Lunch

Leveraging Design-Thinking to Identify CX Gaps

INTERACTIVE ROUNDTABLE DISCUSSIONS

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:25 pm - 3:40 pm Driving Operational Productivity & Service Excellence with Robotics
Raghunath Subramanian - President & CEO (India and APAC) UiPath
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Raghunath Subramanian

President & CEO (India and APAC)
UiPath

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:25 pm - 3:40 pm Creating Unified Experiences in an Omni-Channel Era
Kulachart Ngernpermpoon - Country Manager, Thailand Genesys
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Kulachart Ngernpermpoon

Country Manager, Thailand
Genesys

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:25 pm - 3:40 pm Creating High-Value, Profitable CX Programs
David Blakers - Managing Director APAC Maritz CX
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David Blakers

Managing Director APAC
Maritz CX

3:45 pm - 4:10 pm One-to-One Business Meetings

4:20 pm - 4:50 pm One-to-One Business Meetings

5:05 pm - 5:50 pm WORKING GROUP DISCUSSION 1: Leveraging Design-Thinking to Identify CX Gaps

Philipp Kristian - Author The Trust Economy
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Philipp Kristian

Author
The Trust Economy

5:05 pm - 5:50 pm One-to-One Business Meetings

6:35 pm - 7:10 pm FIRESIDE CHAT: Mapping Today’s Complex Customer Journeys in the Financial Services Sector

Raju Nair - Managing Director – Regional Head of Customer Experience Journey DBS Bank

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Raju Nair

Managing Director – Regional Head of Customer Experience Journey
DBS Bank

4:20 pm - 5:00 pm Think Tank 2 (40 Minutes) - Mastering Digital Customer Interactions & Engagement

Miljan Stamenjovic - Regional Sales Director Backbase
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Miljan Stamenjovic

Regional Sales Director
Backbase

7:10 pm - 7:15 pm Chairman’s Closing Speech for Exchange Day One

7:15 pm - 7:45 pm Networking Drinks

7:45 pm - 8:45 pm Dinner