Thursday, Sept. 26th &
Friday, Sept. 27th, 2019

2019 Agenda

September 26, 2019
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Address from Conference Chair
  • 8:30 AM
    Opening Keynote Address:
    Navigating Your Organization Through Rapid Change to Stay Relevant and Competitive
    Dave Anderson
    SVP Marketing, Dynatrace
  • 9:00 AM
    Industry Expert Digital:
    Redefining the Rules of Business to Drive Your Strategy and Business Growth
    Mark Smith
    President, Kitewheel

    In an increasingly digitized world, the balance of power between customer and business is blurred. Rapid digital technological advancement gives you the power to engage, compete and grow! Source practical tips to:

    • Lead with CX– why effective, easy and optimized CX engagement matters
    • Leverage partnerships and build platforms to accelerate and scale
    • Improve efficiency – the intersection of business, technology and design

    Implement digital to transform your CX and positively impact your bottom-line.

  • 9:30 AM
    Transform Your Business with a CX-first Mindset to Engage, Win and Retain Customers
    Shefali Gupta
    SVP, DBS Improvement Program; Regional Customer Experience, Consumer and Private Bank, DBS Bank

    Demanding, and ever connected customers are now in the driver’s seat. A holistic strategy incorporating technology, culture and product is key to success and growth. Hear key insights from DBS, on how their journey to leveraging digital technology and shaping the future of banking:

    • Revolutionize products and services with digital transformation
    • Map out a detailed roadmap digital integration across channels
    • Strengthen your digital capability for to deliver on customer expectations

    Hear key insights from the world’s number one digital bank

  • 10:00 AM
    Fireside Chat:
    A CDO, CMO and CCO Walk into a Bar…
    Troy Barnes
    Chief Customer Officer, Pizza Hut
    Danny Tawiah
    Former VP Global Digital Brand Innovation, Nike, Co-Founder and CMO WEARE8
    Gaurav Bhatia
    Chief Digital Officer, NewDay USA

    Bringing together a stellar group of leading CX champions from a cross-section of industry in discussion on how to excel and over deliver on customer expectation. Source practical tips to understand:

    • Why CX matters
    • Understanding your customers habits to keep them coming back for more
    • Whose responsibility is CX anyway?
    • Realizing why experience design crucial to DCX engagement

    Gain insights from leading CxO’s on why DCX is crucial for business growth.

  • TRACK A: Innovation & Leadership
    • 11:15 AM
      Case Study: Walmart
      How to Create a Digital CX-Culture to Become Customer-Centric
      Travis Mcneal
      Director - Change Management and Communications; Walmart Supply Chain, Walmart

      Being customer centric is now the benchmark on what determines continued business success. Increase speed to market of new products and services and streamline operations with a customer-centric culture. Master strategies to:

      • Create a customer-led business strategy
      • Gain business buy in
      • Develop a culture that loves to love customers

      Make a CX first approach your leadership priority.


    • 11:50 AM
      Industry Expert:
      Understanding the Key Requirements Needed to Build an Integrated Digital Campaign

      Structing an effective digital customer campaign is crucial for customer acquisition. Source practical tips to:

      • Create messaging across all customer points
      • Understand the key factors in building a digital marketing strategy
      • Optimize your SEO

      Create integrated digital marketing strategy to capture the hearts and minds of customers


    • 12:25 PM
      Best Practice Panel:
      A journey through disruptive Innovation: Harnessing social media
      Jerri Helms
      Senior Director, Digital Marketing Initiatives, HarperCollins Publishing
      Sarah Busch
      Director, Digital Strategy, Aperture Investors

      Harnessing social media for innovation project success

      • How do you introduce a wider culture of innovation without threatening the existing innovation department
      • Social media communication strategies which extend the reach of innovation
      • What are the best social media platforms and tools to launch new innovation
      • Top 5 social media tips

      A road-map on how you can grow your business at scale, through implementing a robust DCX strategy

    TRACK B: DCX Best Practices
    • 11:15 AM
      Case Study: LinkedIn
      Creating Cross-Channel and Content to Drive Digital Customer Engagement
      Gina Wolf
      Global Head of Content Marketing Consulting, LinkedIn

      In a digital and content driven economy you need to create leading-edge customer engagement. Ensure your cross-channel content transforms your customer engagement with your brand. Gain practical insights on how to:

      • Create a successful integrated digital plan  
      • Navigate the digital and content marketing economy
      • Understand channel performance and how to optimize your digital marketing campaign

      Learn how to integrate digital marketing for greater ROI on your marketing spend


    • 11:50 AM
      Industry Expert:
      Utilizing AI and Machine Learning to Accelerate Digital Engagement

      AI and ML, as MIT Sloan describes is needed to “radically improve performance… and to change customer relationships, internal processes and value propositions”. Source practical tips to:

      • Deploying AI and ML for DCX
      • Using an iterative approach to AI adoption across the organisation
      • Measuring results, and trouble shooting

      Gain insight into how AI and machine learning can accelerate digital engagement

    • 12:25 PM
      Industry Expert Panel:
      Embracing Digital Inclusion in CX to Reach More Customers
      Amanda Chin
      Partner, Head of Growth and Digital, evolveHer

      The best digital experiences are designed for all customers, not just market personas. Expand your brand’s reach by considering all users in your Digital CX design. Gather practical insights to:

        • Meeting ADA guidelines in digital customer interactions.
        • Accelerate omni-channel deployment by testing experiences across platforms


      • Create positive CX experiences across the entire user base


      Improve your service delivery to connect with a wider audience.

  • 1:00 PM
    Networking Lunch
  • TRACK A: DCX & Channel Strategy Optimization
    • 2:00 PM
      Case Study: Allina Health
      Optimizing Your Customer CX Capability
      Chris DuFresne
      Director Information Services, Digital Consumer and Employee Experience, Allina Health

      Mobile apps, using open API’s in creating a seamless integrated experience. With technology constantly advancing and machine-learning automating many tasks to scale, using APIs helps you meet, and exceed customer expectation.

      Learn how to ensure your mobile app design is developed with a CX-led approach:

      • Creating UI interface, that maximises optimum UX, and ultimately increase CX
      • How can using APIs make the consumer experience more integrated than ever before
      • APIs making cross-channel integration a breeze

      Optimize your mobile-channel strategy and engage with your customers on their prepared channel.

    • 2:35 PM
      Industry Expert: Leveraging Next-gen Tech
      Disruptive Technology to Drive Customer Engagement

      How will next-gen CX technologies shape how companies engage with new and existing customers.

      Keep abreast of major tech treads and how you can leverage them to create exceptional digital customer experiences. Develop a blueprint to:

      • Staying ahead of the emerging tech curb
      • Integrating new and emerging tech into your business strategy
      • Create efficiency by understanding where your customers want to connect

      Use technology to improve your customers experience with your brand across all touchpoints.

    • 3:00 PM
      Case Study: JPMorgan Chase & Co
      Creating an Integrated Digital Plan to Maximize Performance
      AnnaZulma Macfadden
      VP UX Design Lead/Branding Strategist, JPMorgan Chase & Co

      According to a recent study over sixty percent of senior marketers invest their allocated budget to content, development and performance optimization. Plan your integrated digital CX strategy to ensure better performance and

      optimization. Achieve a step-by-step action plan to:

      • Create a successful cross channel marketing strategy  
      • Create a seamless brand experience across channels
      • Adopt a winning formula for SEO, UI, UX and CX

      Successfully plan an integrated DCX strategy from a UX, design-led lens.

    TRACK B: DCX Transformation
    • 2:00 PM
      Case Study: WeAre8
      Redesigning the Future of Digital Customer Experience to Enhance your Competitive Advantage
      Danny Tawiah
      Former VP Global Digital Brand Innovation, Nike, Co-Founder and CMO WEARE8

      Your competitors are improving their digital CX each day, and you must too. Place the customer first and manage their journey and interaction with your brand. Walk away with an action plan to:

      • Move beyond touch points, and shifting the lens to customers end-to-end journey
      • Maintain consistency of experience across channels, applications and devices
      • Top 3 tips for experience redesign

      Take away practical insights on how to manage CX across-channels for consistent brand experience.

    • 2:35 PM
      Industry Expert: Utilizing AI and Machine
      Learning to Accelerate Digital Engagement

      AI and ML, as MIT Sloan describes is needed to “radically improve performance… and to change customer relationships, internal processes and value propositions”. Master the success factors to:

      • Deploying AI and ML for DCX
      • Using an iterative approach to AI adoption across the organisation
      • Assessing AI trends for marketing 2019 and beyond

      Using AI and machine learning to accelerate digital engagement


    • 3:00 PM
      Case Study: Verizon Media
      Improve CX Efficiency by Leveraging Next-gen Disruptive Technologies
      Shuo Tian
      Director of Product Management, Advertising Platforms, Verizon Media
  • 3:30 PM
    Afternoon Tea Break
  • 4:00 PM
    The Wisdom of the Data: How the Few Benefit from the Many
    Jeff Foley
    VP of Marketing, Luminoso
    Successful CX leaders understand the importance of using Voice of the Customer (VOC) data to identify trends, detect trouble spots, and optimize processes. However under sampling and bias can obscure what's going on, especially when overwhelmed with data to analyze.  Learn how enterprises are changing how they find insights in customer data:
    • Accelerating analysis from manual to modelled to automated
    • Delivering timely feedback to functional leaders
    • Operationalizing VOC analysis into product release cycles
    Tighten the loop from VOC data to insight to action, for greater CX engagement 
  • 4:30 PM
    Panel: Mapping Engagement
    How to Bridge Engagement gaps to Create Seamless Digital CX
    Nicole Maynard
    Director of Product Design – Mobile Apps,
    Adam Arcus
    Creative Director, 1871

    One of the most common challenges is the development of a strong, consistent customer engagement experience. Source practical tips to:

    • Identify key causes of customer frustration.
    • Deliver unified experiences with customer journey maps.
    • Bridge organizational silos to reduce friction in digital CX.

    Stay ahead of the competition by identifying engagement gaps.

  • 5:00 PM
    Connecting the Dots in Creating Exceptional Digital Customer Experience
    Troy Barnes
    Chief Customer Officer, Pizza Hut

    The art of creating a cross-platform integrated digital customer experience. The importance of identifying customer behaviour and tailoring a personalised experience is crucial for customer engagement. Master success factors to:

    • Creating exceptional digital customer experiences
    • Understanding how to get-to-marketing with new and emerging technology
    • Moving from personalisation to individualisation

    Gain insights into changing customer behaviour from a uniquely APAC perspective.

  • 5:30 PM
    Day One Closing Remarks
  • 5:35 PM
    Networking Drinks
September 26, 2019
September 27, 2019
  • 7:30 AM
    Registration Opens Day Two
  • 8:15 AM
    Welcome to Back, Opening Remarks from Conference Chair for Day Two
  • 8:30 AM
    Keynote Address
    Deducing Customer Behaviour Data to Maximize Profit
    Bruce Rogers
    SVP Marketing, G/O Media Inc

    Understanding the importance of behavioural analytics to drive customer acquisition, retention and growth. Learn how to use advanced analytics to compete in a world created by demand;

    • Using behavioural data, and analytics to achieve personalization at scale
    • Insight driven messaging
    • New technologies for CX personalization

    See how customer behaviour data can be used to increase customer retention and maximize profits.

  • 9:00 AM
    Industry Expert
    Creating ROI from Customer Journey Mapping

    In-order to win the hearts and minds of customers, brands must now utilize both data, and technology to gain a 360-degree customer view. Take away instantly deployable strategies:

    • Creating context for individual customer profiles
    • Identify where, what, how and why of your individual customers behaviours
    • The key strategy to improving customer segmentation

    Keeping your customers coming for more through targeted customer segmentation

  • 9:30 AM
    Panel Discussion: Optimizing DCX
    Managing and Optimising Digital Customer Experience to Drive greater Loyalty and Profit
    Tim Bay
    Head of Digital Marketing, Fellows Brands
    Vanessa Yeh
    Director of Marketing, Ascent RegTech

    Digital customer experience is all about creating memorable experiences, and lasting impressions. Generate greater loyalty with the right information, product and service for your customers in real-time. Take back to the office a plan to:

    • Understand a customer’s digital exhaust, to tailor DCX
    • Create innovative systems of customer engagement
    • Build purpose-built engagement strategies to meet customer demand

    Gain key insights on how you can strike a balance between maximizing profit and delivering on customer expectations.

  • 10:15 AM
    Expert Insights
    Ensuring Data Privacy Whilst Balancing Customer Expectations and Demands

    Online customer activity and the data collected from them give companies greater insights into customer behaviour, specific nuances and preferences to tailor product offerings. However how can businesses aggregate and use data, whilst ensuring customer privacy and security. Understand how to create a roadmap to;

    • Deploying a robust data governance framework
    • Balancing customer data usage and privacy
    • Customer Data Ethics in the post GDPR world

    Learn to balance balancing data privacy strategies and still meet customer need for personalisation.


  • 10:45 AM
    Mid-Morning Networking Break
  • TRACK A: Marketing Innovation
    • 11:15 AM
      Case Study:
      How to Focus on Employee Experience as the ‘Aha moment’ to Create Memorable CX Experiences
      Manuel Christoffel
      Chief Customer Officer, Woom bikes USA

      Employee Experience is the new frontier in CX. Focus on your employees to develop the ultimate way to delight and surprise customers. Gain insights on:

      • Why employee experience matters
      • Making time to revisit errors and designing solutions for the future vs 'perfection or else'
      • Reflective vs reflexive behavior when dealing with Customers - it makes a huge difference

      Gain insights into how EX impacts the overall brand experience - and brand perception.

    • 11:45 AM
      Expert Insight:
      Understanding the Key Requirements Needed to Build an Integrated Digital Campaign

      Structuring an effective digital customer campaign is crucial for customer acquisition. Source practical tips to:

      • Creating messaging across all customer points
      • Understanding the key factors in building a digital marketing strategy
      • Optimising your SEO

      Creating an integrated digital marketing strategy to capture the hearts and minds of customers

    • 12:15 PM
      Case Study: Voice of Influence
      Leverage Your Customer Contact Center as a Strategic Brand Asset
      Andrea Joy Wenburg
      Communication Strategist, Voice of Influence

      Forward-thinking companies understand the imperative of turning their customer contact center into a profit center that helps achieve the company’s revenue goals. Walk away from this interactive session understanding: 

      • Why current trends in AI make it imperative that customer-to-human interactions are better than ever 
      • How to enhance productivity and increase the lifetime value of the customer
      • Three essential components to "brand ambassador" training
    TRACK B: DCX Technologies
    • 11:15 AM
      Case Study: Vizalanche
      Utilising AI and Machine Learning to Enhance Patient Care
      Peter Berki
      Co-Founder and CMO, Vizalanche Inc
      Dr Quinn Wang
      Co-Founder + CEO, Vizalanche Inc
      Vizalanche’s use of AI, ML, and robotics to help an unlimited number of patients, especially those who rely on the county healthcare system. After all, top-notch eye care is a right, not a privilege. Gain insight on the incredibly powerful uses of AI;
      • A brave new world with AI
      • Improving patient experience and outcomes
      • Integrating AI into healthcare – opportunity and challenges
    • 11:45 AM
      Expert Insight:
      Harness the Opportunities of Marketing Automation, Chatbots, IVR, AR, VR and Beyond

      Navigating the technology landscape is no easy feat. Adopt new technologies to decipher what will and won’t work for you. Source practical tips on understanding:

      • Imaging a-tech led digital customer engagement model
      • Using technology to boost DCX
      • Tapping into engaged customers on social

      Navigate the technology landscape to boost your DCX efforts.


    • 12:15 PM
      Creating an Empathetic Customer Experience Across the Buyer Lifecycle
      Parvez Ahmad
      Global Marketing Lead, Financial Services, Oracle

      With 90% of customers trusting peer references (Deloitte), it’s no surprise that most executives see CX as a major priority. To stay ahead, you must remain competitive in a dynamic marketplace characterized by increasing technological and complexity.

      Create a roadmap to:

      • Assessing the B2B buyer lifecyle
      • Creating connected digital customer experience that builds trust, reputation and loyalty
      • Linking great digital experience and connected marketing campaigns

      Optimize your CX with full-journey digital solutions

  • 01:00 PM
    Networking Lunch
  • 02:00 PM
    Case Study
    Building a CX-Driven Enterprise in the Public Sector
    Kesha Williams
    Digital Customer Experience Initiative Champion, Defence Intelligence Agency
    As technology leads the charge by giving customers more choices, there is growing expectation for government to deliver faster, relevant, and more efficient services. Governments need to drive customer centricity to address technology needs, expectations and priorities; and deliver a positive customer experience. Hear a public sector’s continuing journey to grow a successful CX-driven enterprise;
    •                     Establish a clear vision
    •                     Align CX to organizational efforts
    •                     Create and manage the case for change
    •                     Understand and engage customers
    •                     Equip and inspire employees
  • 2:30 PM
    Industry Expert
    Fuelling the Future of CX with AI

    From virtual assistants that personalize the shopping experience to the next generation of assistance with tax preparation, AI is enabling more conversational, highly relevant and human-centred user experiences than ever before. Create a roadmap to:

    • Transform your business with AI learning.
    • Build cognition into experience design.
    • Understand the tools that understand your customers

    Leverage AI to face the future with confidence.

  • 3:00 PM
    Create An Optimal Customer Journey with Programmatic
    Samantha Krasner
    Director, Business Operations, eBay

    One of the keys to driving customer engagement lies within programmatic marketing. Take-away key strategies on how to optimise:

    • Generating foot-traffic
    • Create efficiency at scale
    • Making programmatic the key ingredient for marketing

    Learn how to integrate, and optimise your programmatic strategy

  • 3:30 PM
    Closing Keynote
    The Gaming of Retail – Practical Strategies for Loyalty and Rewards
    Fred Skoler
    Former Director 'Shop Your Way Engagement, Sears Holding Corporation, Consultant, DIGISNAX

    Using game theory in the development of and execution of loyalty programs and promotions.  With over 34,000 promotions for Shop Your Way partners on a platform, designed for loyalty and data collection, learn how gamification can help engage and wow your customers; 

    • Integrating seamless digital and physical experiences for your customers
    • Why gamification has been a game-changer for CX at Sears
    • What it takes to build a modern-day loyalty program that works

    How to ensure customer loyalty and retention by using gamification

  • 4:00 PM
    Closing Comments & Thank You.
September 27, 2019