CX Tour Singapore

08:00 am – 09:00 am

Registration

Welcome Coffee

Welcome message

Speaker:

Kelvin Tan, Director, Enterprise Sales, Genesys

Stay ahead of the game: Delivering exceptional service through Empathy

Many industries are witnessing a paradigm shift and significant disruption to cater to consumers’ evolving needs. To meet the expectations, organisations need to re-evaluate their transformation strategy and modernise quickly. In doing so, they need to adopt a ‘people-centric’ approach built on the core principles of empathy and providing Experience as a Service that helps the brand to deliver frictionless and connected customer experiences (CX), ultimately resulting in consumer trust and loyalty.

Speaker:
Albert Tay, Director, Financial Services, Genesys

Fireside Chat: how evolving consumer expectations are shaping CX in the transport industry

Speakers:

Gerald Lee, Vice President of Digital Transformation, ComfortDelgro Group
Spike Choo, Principal Consultant of Orange Business Services

Does your cloud CX migration need some blue-sky clarity?

We will share key insights from The NTT Global Benchmark report on what fourteen hundred clients and customers are telling us to stop, start and accelerate.

Migration to the cloud offers the opportunity for digital transformation, a new operating model and customer journey transformation, which heightens the need for proactive and flexible Managed CX.  This session will move from key client and industry insights to the best practices in design, migration, and management

Speakers:
Pranay Anand, VP, Go to Market, ASEAN, NTT Ltd

Panel Discussion: Understanding today's Customer Journey and the expectations of Excellent Customer Experience in an Endemic Environment

Speakers:
Jonathan Wan, Director, Global Marketing and Customer Experience, Japan Airlines
Alex Bono, Chief Digital Officer, DKSH
Albert Tay, Director, Financial Services, Genesys
Then Kian Foh, Deputy CEO, Collectius

Fireside Chat: Driving Community-first Digital Experience with Adobe

Speakers:

Albert Tay, Director, Financial Services, Genesys

Chak Ming Fai, Director, Solution Consulting SEA, Adobe

Transforming Experiences, Empowering Connections

Speaker:
Amitabh Sarkar, Vice President & Head of Asia Pacific, Tata Communications

Emerging Technologies in CX

Speaker:
Jean Marc Provost, Director Digital and Conversational AI, Genesys

Lunch and networking

Take this time to network with professionals alike during Lunch. Don’t forget to grab yourself a Genesys Genbee cocktail or Raflles Hotel Singapore Sling.