Exchange Day Two: Monday, 26 March 2018

Exchange Day Two: Monday, 26 March 2018

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

Exchange Day Two: Monday, 26 March 2018

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

Exchange Day Two: Monday, 26 March 2018

8:45 AM - 9:15 AM Redesigning Financial Services in the Age of the Customers

Mike Power, Managing Director & Chief Operating Officer (COO), Group Technology & Operations | Regional Head, Consumer Banking Operations, DBS Bank
· Digitising to the core
· Embedding ourselves in customer journeys
· Transforming into a 22,000 person start-up

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Mike Power

Managing Director & Chief Operating Officer (COO), Group Technology & Operations | Regional Head, Consumer Banking Operations
DBS Bank

Exchange Day Two: Monday, 26 March 2018

9:15 AM - 9:45 AM Fireside Chat: Leading Organizational 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
· Aligning sales, operational, marketing KPIs with CX KPIs
· Iterating and innovating to transform your customer journeys
· Bringing CX into the corporate culture
· Leadership and Advocacy of the customer in the operational functions

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Neil Gardner

Chief Customer Officer – Asia
Generali
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Michelle Liew

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

One-to-One Business Meetings

9:55 AM - 10:20 AM One-to-One Business Meetings

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

Think Tank (40 Minutes)

10:30 AM - 11:35 AM Think Tank 1 (40 Minutes)

Leveraging Design-Thinking to Identify CX Gaps

11:35 AM - 12:05 PM Defining Customer Expectations & Deploying a Data-Driven Customer Strategy

  • Understanding your customers and their expectations
  • Leveraging data for actionable customer insights to drive engagement, product and service differentiation
  • Bringing all elements together to outperform and exceed customer expectations

MasterClass 1/2

12:10 PM - 12:50 PM (MasterClass 1) - Analysing Data & Segments for Customer Value Maximisation

MasterClass 1/2

12:10 PM - 12:50 PM (MasterClass 2) - Getting the Most Out of Your VOC Programs

12:50 PM - 1:50 PM Networking Lunch

INTERACTIVE ROUNDTABLE DISCUSSIONS

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:00 PM - 2:45 PM (Roundtable 1) - Deploying Chatbot to Revolutionise Customer Interactions

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:00 PM - 2:45 PM (Roundtable 2) - Structuring an Exceptional Mobile-First CX Strategy

INTERACTIVE ROUNDTABLE DISCUSSIONS

2:00 PM - 2:45 PM (Roundtable 3) - Transforming Branch Performance & Experiences

One-to-One Business Meetings

2:50 PM - 3:20 PM One-to-One Business Meetings

One-to-One Business Meetings

3:25 PM - 3:55 PM One-to-One Business Meetings

2:50 PM - 3:55 PM Think Tank 2 (40 Minutes) - Mastering Digital Customer Interactions & Engagement

3:55 PM - 4:35 PM Delivering CX to a Multi-Channel, Multi-Generational Consumer

Jeremy Young, Chief Marketing Officer, Asia, Sun Life Financial
· Evaluating the effectiveness of your channel strategy in addressing different customer needs
· Designing and delivering generation/segment-specific user experiences and campaigns
· Closing the omni-channel gap: Effective strategies on providing on-point, seamless experience

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Jeremy Young

Chief Marketing Officer, Asia
Sun Life Financial

4:40 PM - 5:10 PM One-to-One Business Meetings

5:15 PM - 5:45 PM One-to-One Business Meetings

4:40 PM - 5:45 PM Think Tank 3 (40 Minutes) - Creating Unified Experiences in an Omni-Channel Era

5:45 PM - 6:25 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
· Measuring the effectiveness of your customer journey maps: How are you accounting for differences in profiles, cultures and behaviours?
· Leveraging design-thinking, technology and data science in your customer journey mapping
· Crafting a personalised, customer-centric buying process from awareness, evaluation to purchase and retention

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Raju Nair

Managing Director – Regional Head of Customer Experience Journey
DBS Bank

6:25 PM - 6:30 PM Chairman’s Closing Speech for Exchange Day One

6:30 PM - 7:30 PM Networking Drinks

7:30 PM - 7:30 PM Dinner