Customer Experience Exchange Asia 2017

March
19
To
March
21
Phuket, Thailand
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OVERVIEW | SPEAKERS | PROGRAMME | SPONSORS | OFFICIAL SITE  


Delegate Information Pack Sponsorship Information Pack

OVERVIEW

As customer expectations on service speed and quality rise, organisations start competing at experience level. Driving customer engagement is not enough, this year it’s all about measuring and understanding the numbers. Ensuring consistent, personalised customer experience across all channels is at the core of every business these days. Brand is experience and experience is the brand.

Key topics to be addressed in 2017 include:

  • Evolving the CX function and developing a strong customer-centric culture within organisation
  • Utilising data for predictive customer analytics and further personalization of interaction
  • Measuring at different points of customer journey and utilizing metrics to drive actionable insights
  • Bridging online and offline channels, platform integration
  • Driving employee engagement, aligning customer services, marketing and sales
  • Focusing on customer advocacy, developing effective loyalty programs
  • Discussing the challenges in B2B customer experience management 

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SPEAKERS

ahmad-azhar-yahya

Ahmad Azhar Yahya
Chief Customer Advocacy
Telekom Malaysia Berhad

nopic-speakers

Pankaj Batra
Chief Marketing Officer, Pizza Hut – Asia
Yum! Restaurants Asia

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Dr. Alok Bharadwaj
Senior Vice President South & South East Asia, Corporate Strategy Group
Canon

niamh-byrne

Niamh Byrne
Regional Head, Customer Experience, APAC & EMEA
Citi

su-fong-chew

Su Fong Chew
SVP, Director of Customer Experience Management
Celcom Axiata Berhad

richa-goswami

Richa Goswami
Asia Pacific Head of Digital for Consumer Healthcare Businesses
Johnson & Johnson

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Gunardi Gun 
President Director of PT Lion Express, Marketing Director
Lion Air Group

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Judy Ho
General Manager of Sales, Customer Relations & Call Centre
HK Express Airways

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Joachim Joseph
Vice President & Head of Customer Service Management
AmBank

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Philip Joseph
Chief Customer Experience Officer
Ooredoo

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Amit Keswani Manghnani
Vice President, E-commerce and CRM
MAP Mitra Adiperkasa

nopic-speakers

Daryl Lau
APAC Advisory Board Member
CMO Council

han-san-lim

Han San Lim
VP Customer Contact Centres & Corporate Reservations
Shangri-La Hotels and Resorts

jarod-ong

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

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Sri Safitri
Senior Advisor – Chief Innovation & Strategic Portfolio Office
Telkom Indonesia

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Michelle Shiers
Chief Customer Service Officer
Telstra

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Nopparat Suksaranludee
Group Director of Loyalty and Partner Marketing
ONYX Hospitality Group

nopic-speakers

Jeremy Tan
Director, Call Centre Operations
Marina Bay Sands

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Alain Thibault
Chief Commercial Officer
AirAsia BIG Loyalty Programme 

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SPONSORS

Official News Distribution Partner

 

 

 

Media Partners

       PATA-Logo-transparency    

MAP