Exchange Day Three: Tuesday, 27 March 2018

Exchange Day Three: Tuesday, 27 March 2018

8:00 AM - 9:00 AM Breakfast & Registration

Exchange Day Three: Tuesday, 27 March 2018

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

Exchange Day Three: Tuesday, 27 March 2018

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
· 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

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Juliana Chua

Head of Digital Transformation
NTUC Income

Exchange Day Three: Tuesday, 27 March 2018

9:50 AM - 10:20 AM Shaping Future Interactions with Technology-Powered Conversations

Manisha Seewal, Head of Marketing, Tokio Marine Insurance Group
· Harnessing chatbot to get closer to your customers
· Personalising customer engagement and interactions
· Ensuring digital relevancy and ensuring effectiveness

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Manisha Seewal

Head of Marketing
Tokio Marine Insurance Group

One-to-One Business Meetings

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

One-to-One Business Meetings

11:00 AM - 11:30 AM One-to-One Business Meetings

One-to-One Business Meetings

11:35 AM - 12:05 PM One-to-One Business Meetings

11:00 AM - 12:05 PM Think Tank 4 (40 Minutes) - Business Process Optimisation to Streamline CX Delivery

12:10 PM - 12:50 PM MasterClass 3 - Driving Operational Productivity & Service Excellence with Robotics

12:10 PM - 12:50 PM MasterClass 4 - Optimising Customer Self-Service

12:55 PM - 1:25 PM One-to-One Business Meetings

1:30 PM - 2:15 PM Networking Lunch

2:15 PM - 2:55 PM Measuring & Benchmarking CX Performance across Divisions, Business Units, Organisation & Industry

Manpreet Singh, Managing Director, Head, Group Customer Experience Management, CIMB Group
· NPS, CSAT, NES…how well are we capturing customer satisfaction and fulfilment rates?
· Redesigning metrics to fit with customers’ interactions in an increasingly digital landscape
· Benchmarking with competitors: How do you compare?

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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group

2:55 PM - 3:35 PM A: Operationalising CX in a Compliance-Driven Landscape

Jarod Ong, Senior Vice President, Head of Operations, Singapore Exchange Limited
· The impact of financial regulations on CX: How can we comply and deliver great CX?
· Assessing customer data acquisition technologies to ensure seamless on-boarding experiences
· Fostering cross-functional collaboration to streamline compliance processes and optimise customer interactions

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Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

3:00 PM - 3:40 PM B: Leading Service Culture Transformation for Exceptional CX

Vijayakumar Subramaniam, Vice President, Process Innovation & Customer Experience, Affin Bank Berhad
  • Do you have ‘practical credos’ that will differentiate your service vs. others?
  • How do you create a movement? Getting buy-in from your employees: Linking behaviour back to performance and benefits
  • Idea generation - Giving employees a voice in your CX strategy to transform service delivery

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Vijayakumar Subramaniam

Vice President, Process Innovation & Customer Experience
Affin Bank Berhad

3:35 PM - 4:05 PM Driving Customer-Centric Innovation & Growth in Your Organisation

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

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Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

4:05 PM - 4:15 PM Chairman’s Closing Speech & End of CX Financial Services Exchange