Customer experience (CX) has emerged as something of a panacea for businesses. When done well, it creates value, reduces costs, and improves both customer and employee satisfaction.
This virtual conference comes at an opportune moment providing a platform for all key stakeholders to explore ways to set new standards in customer experience in the new normal and understand the mind of the customers and their evolving needs to survive and thrive in the market. You can register for the training to gain insights into creating personalized seamless experiences across the customer lifecycle and embracing customer centricity for your brand’s success.
The Course Contents and Resource Persons:
Benefit from the practical experience, case studies and presentations from leading CX experts such as:
• Managing Director & Head Singapore Consumer & Wealth Operations and Regional Self-Service Banking Ops | DBS BANK, SINGAPORE
• Chief Customer Officer | LAZADA, MALAYSIA
• Head of Marketing & Head of Customer | SEPHORA ASIA, SINGAPORE
• Senior Manager, Customer Experience Strategy, Customer Experience Department | SINGAPORE AIR
• Chief Operations Officer – Asia Pacific | PIZZA HUT, SINGAPORE
• Head of Customer Experience | GRAB, SINGAPORE
• APAC Customer Experience, Marketing & Innovation Director | KIMBERLY-CLARK, SINGAPORE
• Chief Consumer Officer | L’OREAL, MALAYSIA
• Head of Retail | LOVE, BONITO, SINGAPORE
Featuring 3 key themes to cover this topic thoroughly:
• CX Integration & Journey Transformation
In this stream delegates will learn how to address organisational barriers and lead your companies toward the adoption of a journey-driven mindset and customer-first culture with CX governance and leadership. We will discuss the steps necessary to operationalise customer experience by analysing CX maturity level as well how to rapidly respond to evolving customers needs such as contactless commerce, multi experience management etc. We will also discuss journey-management practices throughout an organisation to maintain consistency and seamless experience that their customers love.
• Tech, Tools & Trends
In this stream, we will explore the various tools and trends that are shaping the new world of customer experience together with latest innovations in technologies and digital tools. How to create extraordinary experience with the digital advantage by using artificial intelligence, automation, machine learning, blockchain, bots, data analytics and visualisation and innovative digital applications to measure customer satisfaction to ensure you are not only creating happy customer but also strong advocates. We will also discuss about the how automating processes can help streamlining workflows and how to balance man and machine collaboration to stay ahead of the competition.
• Brand Experience Management
This workshop will address the gap between brand strategy and CX. We will cover topics such as brand experience proposition, how should companies design their processes to articulate a clear mission and vision for their brands and how they can ground their brands in customer needs and expectations. We will discuss about the obstacles and challenges and also the interactions through which customers experience the brands. We will cover strategies as well as the role of technology in building a strong experiences right in the beginning when they come in contact with brand.
