NGCX Asia 2022

16 November, 2022

Equarius Hotel, Sentosa, Singapore

Main Conference Day 1

Main Conference Day 1 Main Conference Day 2

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8:00 am - 8:35 am Conference Registration & Networking Breakfast

8:35 am - 8:40 am Welcome Address and Speed Networking: Danny Levy, Managing Director, NGCX

8:40 am - 8:45 am Welcome Address: Gladys Caligagan, Lead Editor, Researcher & Producer, NGCX

8:45 am - 9:00 am Chairperson’s Opening Remarks

Winning In The New Normal

9:00 am - 9:20 am CXO Opening Keynote: There is no return to the status quo – How to respond to the ever-evolving demands of customers that care about experience as much as the product or service

Speaker:
Jason S. Bradshaw CEO, Power of CEX, & Former Chief Customer & Marketing Officer Volkswagen Group Australia

Jason S. Bradshaw

CEO, Power of CEX, & Former Chief Customer & Marketing Officer
Volkswagen Group Australia

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9:20 am - 10:00 am Keynote Panel: Being brave and bold to deliver the change required – How can you build back better around a revitalised customer experience?

10:00 am - 10:25 am Case Study: Hyper-personalized experiences – How to deliver the right context and sensing, understanding and responding to customer expectations at any point in time

10:25 am - 11:00 am 1-1 Networking and Exhibition Visit

10:25 am - 11:00 am Exhibitor Tech Tour

Mastering Brand Values Alignment

11:00 am - 11:20 am Case Study: Making a stand on issues that your customers care about – How to align your brand with purpose, inside and out

Speaker:
Dan Ramirez Head of Business Excellence (AVP) Insular Life

Dan Ramirez

Head of Business Excellence (AVP)
Insular Life

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11:20 am - 12:00 pm All-Star Panel: Serving your purpose in every external facet – How can you build your communications around “who you are” internally to attract your ideal clients?

Speakers:
Neil Gardner Regional Chief Customer Officer Generali
Nadya Melic VP Customer Solutions, APAC & Middle East Vodafone
Pakamon Tulyapizitchai SVP, Head of Digital Transformation Ngern Tid Lor
Bryan Nee Head of Customer Experience LOJEL
Moderator:
Bi Ying Wong VP, Customer Experience Lazada Singapore

Neil Gardner

Regional Chief Customer Officer
Generali

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Nadya Melic

VP Customer Solutions, APAC & Middle East
Vodafone

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Pakamon Tulyapizitchai

SVP, Head of Digital Transformation
Ngern Tid Lor

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Bryan Nee

Head of Customer Experience
LOJEL

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Bi Ying Wong

VP, Customer Experience
Lazada Singapore

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Lunch, 1-1 Networking and Exhibition Visit

1:00 pm - 2:00 pm Lunch, 1-1 Networking and Exhibition Visit

1:00 pm - 2:00 pm Exhibitor Tech Tour

Traveling With Customers On Key Digital Journeys ~In-depth & Interactive~

Track A Main Conference Session Channel-Less CX Mastery

1:00 pm - 1:30 pm Case Study: How to create O2O business model to improve both efficiency of communication and convention rate

Speaker:
Hanson Wang Chief Digital Officer APAC Saint Gobain

Hanson Wang

Chief Digital Officer APAC
Saint Gobain

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Track A Main Conference Session Channel-Less CX Mastery

1:30 pm - 2:10 pm All-Star Panel: Reinventing UX across all touchpoints – How can you provide a frictionless experience across the entire endto-end customer journey?

Speakers:
Aisha Stephanie Munaf Head of Digital Channels & Customer Experience CIMB Bank Philippines
Raghu Kolli Head of Customer Centricity Leapfrog Investments
Joel Corsan APAC CX, Marketing & Innovation Director Kimberly-Clark Professional

Aisha Stephanie Munaf

Head of Digital Channels & Customer Experience
CIMB Bank Philippines

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Raghu Kolli

Head of Customer Centricity
Leapfrog Investments

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Joel Corsan

APAC CX, Marketing & Innovation Director
Kimberly-Clark Professional

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Track A Main Conference Session Channel-Less CX Mastery

2:10 pm - 2:30 pm Case Study: How to achieve true omnichannel personalization with a customer data platform (CDP) Reserved for Commercial Partner

Track B Small Group Facilitated Networking Building Your Ideal CX Tech Stack

1:00 pm - 2:30 pm Synergy Workshop: How to quickly evaluate, refine and optimise your tech stack to scale fast

Track C Small Group Facilitated Networking Design Thinking For Innovation

1:00 pm - 2:30 pm Design Thinking Workshop: How to assess the specific issues facing your customers to determine alternative ideas and strategies, leading to innovation

Speaker:
Pascal Gerard Daniel Head of Customer Success, APAC & Japan Nokia

Pascal Gerard Daniel

Head of Customer Success, APAC & Japan
Nokia

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2:30 pm - 3:10 pm 1-1 Networking and Exhibition Visit

2:30 pm - 3:10 pm Exhibitor Tech Tour

Track A Main Conference Session Driving Loyalty Through AI & Automation

3:10 pm - 3:40 pm Case Study: How to use AI powered technology to automate QA functions and customer feedback

Track A Main Conference Session Driving Loyalty Through AI & Automation

3:40 pm - 4:20 pm All-Star Panel: How can you gain accurate understanding of your customers to improve their everyday experiences?

Speakers:
Maria Sit Chief Client Experience Officer Sun Life Hong Kong
Ashlyn Rodrigues Head of Customer Success, Global Clients APAC LinkedIn
Millie Gillon Managing Director & Global Head of Client Experience Standard Chartered Bank
Sun Loo Yeoh Head of Digital B2C & Platform DTAC

Maria Sit

Chief Client Experience Officer
Sun Life Hong Kong

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Ashlyn Rodrigues

Head of Customer Success, Global Clients APAC
LinkedIn

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Millie Gillon

Managing Director & Global Head of Client Experience
Standard Chartered Bank

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Sun Loo Yeoh

Head of Digital B2C & Platform
DTAC

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Track A Main Conference Session Driving Loyalty Through AI & Automation

4:20 pm - 4:40 pm Case Study: How to anticipate needs by context, preferences, and prior queries to deliver proactive alerts, relevant offers and content

Track B Small Group Facilitated Networking User Experience Mastery

3:10 pm - 3:40 pm How to apply lean UX for your digital product innovation

Speaker:
Kevin Boezennec Director, Team Head UX Bank of Singapore

Kevin Boezennec

Director, Team Head UX
Bank of Singapore

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Track B Small Group Facilitated Networking User Experience Mastery

3:40 pm - 4:40 pm Spotlight on Leadership: You are not your user – How to support a user when they do everything wrong Round table 1: Round table 2:

Track C Small Group Facilitated Networking Strategic Digital Transformation

3:10 pm - 4:40 pm Synergy Workshop: Digital transformation – How to drive forward your digital innovation efforts across three main challenging areas: people, processes and technology

Speaker:
Vaughn van Bosch Head of Digital Transformation & Enterprise Agility Lead Celcom

Vaughn van Bosch

Head of Digital Transformation & Enterprise Agility Lead
Celcom

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4:40 pm - 4:55 pm 5 Mins Transition Time

Debate – For and Against Personalisation At Scale

4:55 pm - 5:45 pm Debate – For and Against: To succeed you MUST be able to personalise at scale

Speakers:
Victor Cobo Ramirez Director, Digital Marketing & Transformation, Asia Manulife
Amos Seet Regional Customer Experience DBS Bank

Victor Cobo Ramirez

Director, Digital Marketing & Transformation, Asia
Manulife

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Amos Seet

Regional Customer Experience
DBS Bank

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Creative Boardroom Champagne C-Suite Retreat

4:55 pm - 5:40 pm Creative Boardroom: How can you ensure long term brand loyalty rather than entice customer back in store

5:45 pm - 6:45 pm In-Person Closed Door VIP Invitation Only Dinner This 60-minute private in-person dinner for up to 8-10 senior executives handpicked by you from the overall registration and speaker list. (Singapore Sponsor and Delegates Only – Invitation Only) Reserved for Commercial Partner

5:45 pm - 6:45 pm Virtual Closed Door VIP This 60-minute private virtual dinner for up to 8-10 senior executives handpicked by you from the overall registration and speaker list. (Invitation Only) Reserved for Commercial Partner

NGCX Asia 2022

Main Conference Day 1

8:00 am - 8:35 am Conference Registration & Networking Breakfast

8:35 am - 8:40 am Welcome Address and Speed Networking: Danny Levy, Managing Director, NGCX

8:40 am - 8:45 am Welcome Address: Gladys Caligagan, Lead Editor, Researcher & Producer, NGCX

8:45 am - 9:00 am Chairperson’s Opening Remarks

Winning In The New Normal

9:00 am - 9:20 am CXO Opening Keynote: There is no return to the status quo – How to respond to the ever-evolving demands of customers that care about experience as much as the product or service

Jason S. Bradshaw

9:20 am - 10:00 am Keynote Panel: Being brave and bold to deliver the change required – How can you build back better around a revitalised customer experience?

10:00 am - 10:25 am Case Study: Hyper-personalized experiences – How to deliver the right context and sensing, understanding and responding to customer expectations at any point in time

10:25 am - 11:00 am 1-1 Networking and Exhibition Visit

10:25 am - 11:00 am Exhibitor Tech Tour

Mastering Brand Values Alignment

11:00 am - 11:20 am Case Study: Making a stand on issues that your customers care about – How to align your brand with purpose, inside and out

Dan Ramirez

11:20 am - 12:00 pm All-Star Panel: Serving your purpose in every external facet – How can you build your communications around “who you are” internally to attract your ideal clients?

Neil Gardner

Nadya Melic

Pakamon Tulyapizitchai

Bryan Nee

Bi Ying Wong

Lunch, 1-1 Networking and Exhibition Visit

1:00 pm - 2:00 pm Exhibitor Tech Tour

Traveling With Customers On Key Digital Journeys ~In-depth & Interactive~

Track A Main Conference Session Channel-Less CX Mastery

Hanson Wang

Track A Main Conference Session Channel-Less CX Mastery

Aisha Stephanie Munaf

Raghu Kolli

Joel Corsan

Track A Main Conference Session Channel-Less CX Mastery

Track B Small Group Facilitated Networking Building Your Ideal CX Tech Stack

Track C Small Group Facilitated Networking Design Thinking For Innovation

Pascal Gerard Daniel

2:30 pm - 3:10 pm 1-1 Networking and Exhibition Visit

2:30 pm - 3:10 pm Exhibitor Tech Tour

Track A Main Conference Session Driving Loyalty Through AI & Automation

Track A Main Conference Session Driving Loyalty Through AI & Automation

Maria Sit

Ashlyn Rodrigues

Millie Gillon

Sun Loo Yeoh

Track A Main Conference Session Driving Loyalty Through AI & Automation

Track B Small Group Facilitated Networking User Experience Mastery

Kevin Boezennec

Track B Small Group Facilitated Networking User Experience Mastery

Track C Small Group Facilitated Networking Strategic Digital Transformation

Vaughn van Bosch

4:40 pm - 4:55 pm 5 Mins Transition Time

Debate – For and Against Personalisation At Scale

Victor Cobo Ramirez

Amos Seet

Creative Boardroom Champagne C-Suite Retreat

5:45 pm - 6:45 pm In-Person Closed Door VIP Invitation Only Dinner This 60-minute private in-person dinner for up to 8-10 senior executives handpicked by you from the overall registration and speaker list. (Singapore Sponsor and Delegates Only – Invitation Only) Reserved for Commercial Partner

5:45 pm - 6:45 pm Virtual Closed Door VIP This 60-minute private virtual dinner for up to 8-10 senior executives handpicked by you from the overall registration and speaker list. (Invitation Only) Reserved for Commercial Partner

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