Agenda

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Wednesday 18 September

Welcome to CX Leaders Council 2019

6:30 PM – 8:30 PM

Thursday 19 September

Welcome CX Leaders Council 2019

Keith Budge, Senior Vice President, APAC, Genesys

08:40 AM – 09:00 AM

Can Technology Make Us More Human?

Simon Waller, The Digital Champions Club

We are constantly being blindsided by technology. Activities that were previously considered the sole domain of humans such as driving vehicles, helping diagnose cancer and providing exceptional customer service can now be done (often more successfully) by machines. As the rate of technology-driven change continues to increase, a very legitimate question arises: What type of work will be left for people?

As we stand on the cusp of an incredible revolution in machine learning and artificial intelligence, this unique and engaging keynote presentation will explore the inter-relationship of human values and desires, and how these are continuously reshaped by advances in technology. But perhaps most importantly of all, it aims to answer the question, “Where will technology take us next?”

9:00 AM – 09:40 AM

Changing the Game, to Change Lives

Paul Lambert, Chief Information Officer, Homecare Medical

9:40 AM – 10:00 AM

Break and Networking Meetings

10:00 AM – 10:30AM

Make Every Moment Count

Merijn te Booij, Chief Marketing Officer, Genesys

10:30 AM – 11:00 AM

Delivering the World’s Best Airline Experience with Digital

Vice President Application Services, Singapore Airlines

11:00 AM – 11:20 AM

Thinking Like a Start Up to Transform Our Contact Centres

James Iansek, Product Owner, Contact Centre Transformation, ANZ Bank

11:20 AM – 11:40 AM

Transitioning to AI

Jeff Melton, Partner, Bain and Company

11:40 AM – 11:55 AM

Day 1 Close

Lisa Oake, CEO & Founder, Oake Media

11:55 AM – 12:00 PM

Networking Lunch

12:00 PM – 1:00 PM

Make a Difference Activity

1:00 PM – 4:30 PM

Hoi An Street Dinner Experience

6:00 PM – 10:00 PM

Friday 20 September

Welcome Day 2

Lisa Oake, CEO & Founder, Oake Media

08:45 AM – 09:00 AM

Women in Leadership – Panel and Discussion

Lucy Norris, Executive Vice President and Chief Customer Success Officer, Genesys

Colin Philp, Chief Investment Officer, FMG

Thao Nguyen, General Manager, KOTO

9:00 AM – 09:45 AM

The Global Leader in Online Education

Allen Liu, Director of Teacher Service, VIPKid

9:45 AM – 10:05 AM

Reimagine Energy to Put Control in Our Customers’ Hands

Tara Parata, Group Manager Customer Experience, Genesis Energy Ltd

10:05 AM – 10:25 AM

CX Heroes

Bruce Eidsvik, Senior Vice President, Revenue Marketing, Genesys

10:25 AM – 10:30 AM

Break and Networking Meetings

10:30 AM – 11:00 AM

KOTO – The Journey of an Award Winning Social Enterprise

Jimmy Pham, Founder, KOTO
Erwann Thomassain, Vice President Marketing APAC, Genesys

11:00 AM – 11:25 AM

Asia Pacific Consumers’ Expectations Towards Customer Service

Merijn te Booij, Chief Marketing Officer, Genesys

11:25 AM – 11:55 AM

Human Centricity in an AI World – Panel Discussion

Lucy Norris, EVP and Chief Customer Success Officer, Genesys
Colin Philp, CIO, FMG
Thao Nguyen, General Manager, Koto

11:55 AM – 12:25 PM

CX Leaders Council 2019 Close

12:25 PM – 12:30 PM

Lunch

12:30 PM – 1:30 PM

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