This document appears to be a program or agenda for the 2017 Customer Experience Asia Summit, which will take place from September 11-14, 2017 at the Marina Bay Sands in Singapore. It includes details about keynote speakers, panel discussions, and award categories at the event. Some of the highlighted session topics include how to break silos and unify CX, optimizing internal journeys, mobile-first CX strategy, and seamless omni-channel experiences. It also provides an overview of the audience from the 2016 event and lists sponsors.

1. Raju Nair
MD & Regional Head Customer
Experience Journey
DBS Bank
Marc McAllister
VP & MD
International Sales Markets
Harley-Davidson Motor Company
Tony Nga
VP & Head of
Customer Experience
Grab
Ketan Samani
MD & Chief Digital Officer,
UBS Wealth Management
Francesco Lagutaine
SVP, Chief Marketing
& Experience Design Officer Asia,
Manulife
Ganesh Kashyap
GM & Director eCommerce,
Mondelez International
Dominic Hoffmann
Chief Customer Officer,
Lazada Malaysia (Alibaba Group)
Angela Hunter
EVP & Chief Customer Officer
Prudential Assurance Company
Singapore
n 11 - 14 September 2017
n Marina Bay Sands, Singapore
RETHINK. UNIFY. INNOVATE. DELIVER.
Asia’s #1 Customer Experience Event is BACK & BIGGER than ever!
Frank Eliason
Partner, Brian+Trust Partners
ALL-NEW FOCUS DAY
B2B CX & CX Financial
Services
Researched & Developed by:
The most famous customer service
manager in the US, possibly the world
BusinessWeek
customerexperienceasia.iqpc.sg
WHAT’S TRENDING IN THE WORLD OF CX THIS YEAR?
How to
Break Silos
& Unify CX
Putting
a $ Value
on CX
Optimising
Internal
Journeys
Design-
Thinking
Co-Creation
to Engage
Customers
Mobile-First
CX Strategy
Personalise &
Contextualise CX
Chatbot &
AI in CX
Seamless
Omni-Channel
Experience
Shaping CX
with IoTCustomer
Insights
via VOC
Program &
Market
Research
Putting Customers at
the Centre of Digital
Transformation
Building Operational
Capability to Deliver
Great CX
Employee
Empowerment
for Service
Excellence
DON'T MISS OUR 2017 CUSTOMER EXPERIENCE
ASIA EXCELLENCE AWARDS
TURN TO PAGE 3 FOR DETAILS
#CEMAsia2017We are a community and we are a social one. Connect with us at
Brand Experience
as the New
Loyalty Strategy

2. #CEMAsia2017
Dear CX Colleagues,
The age of the customer is now upon us. The concept that the customer is king is
nothing new but the real question that we need to put to test is this - how adept are we, as
organisations, in meeting and matching their heightened expectations in a connected world?
The customers of today are faced with a plethora of choices and they demand instant
gratification. What used to work in building customer loyalty, engagement and satisfaction
are fast becoming obsolete. Transitioning into a customer-oriented organisation in
every aspect will be the winning key to increasing market shares and maintaining
competitiveness.
Join us in September at Asia’s largest CX gathering as we feature 60+ industry practitioners
taking the stage to share best-in-class CX strategies. Spanning 4 days with a series of
impactful discussion formats – 8 unique streams, 12 interactive roundtables,
2 workshops and 2 dedicated CX focus days - the 5th CEM Asia Summit is the ONLY EVENT
you will need to attend for inspirations on how you can fast-track your customer-centric,
digital-enabled CX journey.
Turn the pages to see what we have in store for you at the event! See you in September!
Ann Liu
CEM Portfolio Director
AUDIENCE OVERVIEWWELCOME TO THE 2017 CEM ASIA SUMMIT
2017 SPONSORS
In 2016, over 74% of the audience were brand-new to the event!
Here is a look at who attended:
INDUSTRY BREAKDOWN
JOB TITLE BREAKDOWN
Consumer Goods .......................................................12%
Energy.........................................................................1%
Financial Services......................................................29%
Government.................................................................1%
Healthcare...................................................................6%
Manufacturing .............................................................3%
Real Estate ..................................................................2%
Professional Services...................................................1%
Retail & Ecommerce ..................................................15%
Technology ..................................................................5%
Telecommunications & Media ....................................13%
Travel & Hospitality ......................................................9%
Utilities .......................................................................3%
Brand Experience & Loyalty ........................................4%
CXOs, Chairman, GMs, MDs .......................................14%
Commercial Strategy ...................................................8%
Customer Insights & Analytics......................................6%
Customer Centers, Care & Support...............................6%
Customer Experience.................................................17%
Digital Strategy & IT.....................................................8%
Digital Marketing & Communications .........................14%
Operations, Service Quality & Performance ................14%
Sales & Product Innovation ..........................................9%
BASED ON OUR 2016 BENCHMARKING RESULTS, HERE’S A SNAPSHOT OF CX DEVELOPMENTS IN ASIA
HOW DO YOU SEE THE ROLE OF CX
EVOLVING IN YOUR ORGANISATION?
WHAT IS THE MAIN FACTOR DRIVING
CX IN YOUR ORGANISATION?
85.7%
Increasingly
Important
Largely
Staying the
Same
Having a
Role in the
Boardroom
Needs More
Attention
2.9% 4.3% 7.1%
5%
38.6%
17.1%
27.1%
12.2%
Costs Reduction
Differentiation
Brand Expression
Revenue Growth
Cultural Mindset
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3. T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg#CEMAsia2017
The Customer Experience Asia Excellence Awards is born out of
a simple vision; to create an event that will honour the highest
level of achievement in customer experience (CX) across the
Asian community. Returning for a 3rd year, the Awards has now
become a must-attend affair for CX professionals in Asia and
for organisations that have put customer at the heart of their
businesses.
Following the success of last year’s Awards, 2017 will be our
biggest and best yet with 5 new categories including the Best
Omni-channel Experience category, the Best CX Personality
category, the Best Brand Experience category, the Best Use of
Mobile category and Customer Experience Vendor Excellence.
These new additions will not only pay tribute to organisations
that lead the way but also shine the spotlight on teams and
individuals that are continuously innovating and excelling in the
customer experience space.
The Awards are judged by a panel of independent, esteemed
CX leaders across Asia with vast experiences in CX and the
winners will represent best-in-class organisations of all sizes
from Asia across a broad spectrum of industries.
ABOUT THE AWARDS
MARINA BAY SANDS, SINGAPORE
12 SEPTEMBER 2017
KEY DATES
■ Entries
Open:
6 FEBRUARY 2017
■ Entry
Deadline:
16 JUNE 2017
■ Shortlisted Finalists
Announced:
28 JULY 2017
■ Announcement of Winners
& Gala Dinner:
12 SEPTEMBER 2017
n Best Customer Experience Award
n Best Customer Experience Team
n Best Contact Centre
n Best Social Media Strategy
n Best Digital Experience
n Best Use of CEM Technology
n Best Employee Engagement
n Best Brand Experience
n Customer Experience Vendor Excellence Award
n Best CX Personality
n Best Omni-Channel Experience
n Best Use of Mobile
2017 AWARD CATEGORIES
The Customer Experience Asia Excellence Awards 2017 is open to all CX initiatives, campaigns
or programmes which demonstrate results from the period of June 2015 to January 2017.
Initiatives or strategies developed and implemented prior to this period are also eligible,
provided the results / impact was measured during the past year.
n Organisations from the following regions are eligible: South Asia, Southeast Asia, ANZ and
North Asia.
n Organisations must have an office in the eligible region, and work must have
been carried out for a regional and/or global market that includes any country in that region.
n Organisations may submit the same entry in multiple categories and a maximum for 1 entry
per category across all 12 categories.
n Agencies may also submit entries on behalf of their clients.
n Submissions carried out in partnership between organisations are welcomed too
WHO CAN ENTER?
HOW TO ENTER?
Apply today in 3 simple steps:
1. Visit: https://customerexperienceasia.iqpc.sg/
2. Choose the relevant CX category(ies) and download the application forms
3. Upon completion, send your forms to cemasiaawards@iqpc.com.sg
NEW!
NEW!
NEW!
NEW!
NEW!

4. #CEMAsia2017
MEET THE SPEAKERS
Participating in the panel on Day One at 1100,
Angela, Ketani & Miao will shed light on the
importance of building a customer-first digital
ecosystem to drive value-creation in your
organisation.
Angela Hunter
EVP & Chief
Customer Officer,
Prudential
Assurance
Company Singapore
Ketan Samani
MD & Chief
Digital Officer,
UBS Wealth
Management
APAC
Miao Song
Chief Information
Officer & VP
IT ASPAC,
Johnson & Johnson
Francesco Lagutaine
SVP, Chief Marketing
& Experience Design
Officer,
Manulife
Christopher Loh
Group Chief
Strategy Officer,
RHB Banking Group
Alp Altun
Executive GM,
Transformation &
Customer Operations,
Asia,
IAG
Jonathan Ye
Head of Digital & Social,
Huawei Technologies
Akira Mitsumasu
VP Marketing
& Strategy,
Asia & Oceanic,
Japan Airlines
Serene Lee
Head of Insights,
Design & Culture,
DBS Bank
Ian Wilson
SVP, Hotel Operations,
Marina Bay Sands
Nicco Tan
VP Relationship Marketing
& Social Media,
Resorts World Genting
Enrique Pinilla
Digital Marketing
& eCommerce
Leader Asia,
3M
Luke Cream
Customer Experience
Leader Asia,
3M
Gerald Ang
Director of Marketing
& Communication,
Discovery Networks
Daniele Perotti
Marketplace Operations
Director,
Global Fashion Group
Bill McMurray
APJ Managing Director,
Qualtrics
Jason Bradshaw
Director Customer
Experience,
Volkswagen Australia
Craig is a digital healthcare strategist, currently
leading the Takeda Digital Accelerator Program. On
the panel on Day One, 1400, Digital-Enabled CX
Stream, Craig will share how the healthcare sector
is putting customers at the heart of their digital
transformation programs.
Craig DeLarge
Head of Digital
Acceleration,
Emerging Markets,
Takeda
Pharmaceutical
Company
Jarod is currently the head of operations with
Singapore Exchange and brings with him a
wealth of operational excellence and process
leadership experience. Join him on Day One,
1430, Operational Excellence in Customer Service
Stream, as he shares how you can effect positive
CX outcomes through process innovation.
Jarod Ong
SVP, Head of
Operations,
SGX
Gain insights from Adam on Day One, 1610,
Customer Journeys Stream on how you can
incorporate empathy mapping in your customer
journeys to enhance the final impact of a great CX.
Adam Geneave
VP Customer
Experience,
Wyndham Vacation
Resorts Asia Pacific
Catch Ganesh on Day Two, 0915 as he shares how
Mondelēz - one of the world’s largest snackfood
companies - is delivering distinct, personalised
experiences online with beloved brands such as
Oreo cookies.
Ganesh Kashyap
General Manager &
Director, eCommerce
Mondelēz
International
How can we systematise trust building to enhance
perceived customer value? Do not miss Philipp’s
presentation as he maps out clearly on what needs
to be done on Day One, 1430, Customer Loyalty &
Brand Experience Stream.
Philipp Kristian
Innovation Strategist
& Author,
The Trust Economy
Frank Eliason is a renowned CX leader
who is adept at introducing disruptive and
transformative strategies to revolutionize
businesses. Working for Comcast, he was
recognized by BusinessWeek as “the most
famous customer service manager in the U.S.,
possibly in the world.” At Citi he won accolades
as one of the most innovative people in banking,
not once, but twice by Bank Technology News.
Frank drives the right behaviors at all levels
by bringing focus to the customer and their
stories. Prior to joining the team at Brain+Trust,
he led U.S. digital for Zeno Group, a Daniel J.
Edelman company. He is also the author of “@
YourService” (Wiley, 2012).
Frank offers both vision and practical insights on
executing winning CX strategies and is the BIG
IDEAS SPEAKER for the 2017 CEM Asia Summit.
Frank Eliason
Partner, Brian+Trust Partners
INTRODUCING 2017
BIG IDEAS SPEAKER
Join Grab & honestbee for a fire-side chat on Day
One at 1740 as they discuss scaling CX in the
sharing economy.
Tony Nga
VP & Head of
Customer Experience,
Grab
Toni Ruotanen
Country Manager
honestbee
Don’t miss Marc’s session on Day Two, 0845 as
he offers a rare glimpse on how his talented global
team is building the next-generation of Harley-
Davidson riders through unique CX programs
befitting the iconic brand.
Marc McAllister
VP & MD International
Sales Markets,
Harley-Davidson
Motor Company
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5. #CEMAsia2017
Nikolay Novozhilov
Chief Data Scientist,
Wego.com
Dave Ong
Head of Passenger
Service,
SMRT
Troy Barnes
Chief Customer Officer,
AIA Malaysia
Raju joined DBS in late 2005 and has been
instrumental to the success of the bank’s
Improvement Programs and their Human Centered
Design practice. Learn from the seasoned CX
leader on demonstrating CX ROI and how you can
operationalize CX delivery across the business on
the Day Two Panel at 1100.
Raju Nair
MD & Regional Head
Customer Journey
Experience,
DBS Bank
Join Satyaki for an inspiring session on how you
can transform supply chain operations to optimise
last mile delivery at 1645, Day One, Operational
Excellence in Customer Service Stream.
Satyaki Banerjee
Head, Transformation
& Operations,
Luxasia
Michelle Choo
Director of Customer
Experience,
Singtel
Frank Yazdi
Regional Head of Client
Services APAC,
Societe Generale
Tyrone Almeida
Director of Marketing
& Commercial Insights,
ASEAN,
The Coca-Cola Company
Shafi Shaikh
EVP Customer Delivery,
APAC,
Mastercard
Hemlata Mansukhani
Head of Customer
Service,
Sephora Digital Douglas Lim
Head of Customer Service
& Logistics Operations
Midea Group
Jet Choy
Director, Head of Digital
Experience & Design,
Singtel
David Oliver
Director of Client Insight,
Aon Center for
Innovation and
Analytics (ACIA)
Singapore
Claire Sporton
VP, Customer Experience
Management,
Confirmit
Gordon Nugent
Head of Omnichannel
Consumer APJ,
HP
Giovanni Tavani
Global Social Media
Support Manager,
Dell
Keya Chaturvedi
Trend Research Manager,
DHL
Marianne
Køien Paulsen,
Director, Customer
Experience Management,
Confirmit
John Epok Pascual
Head of Customer
Service Operations,
Circles.Life
Dr. Alok Bharadwaj
SVP South & South East
Asia, Corporate
Strategy Group,
Canon
Nicolas Payen
Founder,
Future Economy
Studio
Simon Torring
Head of Innovation
& Omni-Channel,
Sephora Digital
Scott heads internal and partner innovation
and design thinking for Asia Pacific, in Visa’s
Singapore Innovation Centre. He is passionate
about customer-driven innovation, making digital
products simple to use and a joy to experience.
Join Scott on Day Two, 1425, Innovate CX Stream
as he speakers on customer-centric product
innovation touching on co-creation, empathy
mapping, design-thinking and user experience.
Scott Polchleb
Senior Director,
Innovation & Customer
Experience Design
APAC,
VISA
Working in one of India’s largest private
conglomerate spanning Telecom, Logistics, FMCG,
Consumer Durables and Retail, join Jacqueline on
Day Two, 1620, Customer & CX Insights Stream,
as she dissects the complexity of designing VOC
programs to suit different business units and
customer groups in India.
Jacqueline Mundkur
Group Head Customer
Service,
The Future Group
Don’t miss Dominic’s closing keynote presentation
on winning in the age of experience – topics
include chatbot, Alibaba-partnerships and more!
Dominic Hoffmann
Chief Customer
Experience Officer,
Lazada Malaysia
(Alibaba Group)
Witness how Zalora is optimising customer
self-service interactions and improving customer
satisfaction through intelligent routing and
personalisation on Day Two, 1520, Service
Excellence & Employee Engagement Stream.
Jonathan Hwa
Regional Head of
Customer Experience,
Zalora Group
Re-energise your mobile-first CX strategy with
Niamh on Day Two, 1620, Channel Experiences
Stream, as her presentation reviews how you can
build relevant and impactful mobile moments to
delight and engage your connected customers.
Niamh Bryne
Head of Customer
Experience APAC
& EMEA,
Citi
MEET THE SPEAKERS
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6. #CEMAsia2017
ACTIVITIES AT A GLANCE
FOR SPONSORSHIP AND EXHIBITION OPPORTUNITIES
DOWNLOAD OUR SPONSORSHIP PROSPECTUS NOW!
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7. #CEMAsia2017
TECH CUBE DEMO @ EXHIBITION HALL
SUMMIT DAY ONE
Tuesday, 12 September 2017
0730 SUMMIT REGISTRATION & MORNING REFRESHMENTS
0830 Welcome Address by CX Asia
0840 Chairman’s Opening Remarks
0845 The Age of CX: Rethink. Unify. Innovate. Deliver.
Times are changing and it is imperative to stay ahead of the game. The challenge CX
leaders faced today is that most CX efforts can be seen as ‘buzz’, with no direct impact
on the bottom line. With years of experience in transforming the way major global brands
approach CX, Frank will demonstrate how to get past the ‘buzz’ and delve directly into
what your board is looking for i.e. results. It is time for CX leaders to rally (and secure!)
organizational-wide support and lead impactful CX moments to deliver for the business of
tomorrow.
Getting past the CX ‘buzz’
Creating moments that matter
Achieving scalable intimacy with your customers
AI, AR, VR, chatbots, IoT, data analytics…Nice-to-have or your next strategy?
Harnessing the right technology to drive business results
Frank Eliason
Partner,
Brian+Trust Partners
0915 Leveraging Customer-Centric Innovation to Drive Organisation-Wide Business
Transformation
Customer-centricity as the cornerstone of business success in the digital age
Investing in the right mix of people, process and technology to effect positive CX
outcomes
Driving continuous improvement and innovation to value-create for your customers,
stakeholders and organisation
0945 RESERVED
1015 MORNING TEA & NETWORKING BREAK
1100 Building a Customer-First Digital Ecosystem
Investigating the business impact of ‘going digital’ on your organisation and how it will
change the game for CX
Modernising legacy IT systems to build capacities and accelerate your organisation’s
digital ecosystem development
Cognitive computing, IoT, API economy…deciding on the right technologies and digital
investments to pursue for the best business outcomes
How can you further value-create for your organisation and your customers?
Angela Hunter
Executive Vice President & Chief Customer Officer,
Prudential Assurance Company Singapore
Miao Song
Chief Information Officer &VP ITASPAC,
Johnson & Johnson
Ketan Samani
Managing Director & Chief Digital Officer,
UBS Wealth Management APAC
1145 CX Benchmarking 1
Benchmark your organisation’s CX strategy with industry peers through our live
polling sessions. Find out where your company stands when it comes to the structure,
performance and outcomes of your CX programs.
1150 RESERVED
1215 Building a Customer-Centric Organisation: How to Unify CX & Break Silos
Assessing what ‘great’ CX means across functional departments and business units
Empowering consistent, quality experiences across touch-points through unified CX goals
Aligning sales, operational, technology, marketing KPIs with CX KPIs
Effective strategies on driving customer-centricity in your organisation
Francesco Lagutaine
SVP, Chief Marketing & Experience
Design Officer Asia
Manulife
Christopher Loh
Group Chief Strategy Officer,
RHB Banking Group
1300 NETWORKING LUNCH
BIGIDEASPEAKER
CXOPANELCXOPANEL
DIGITAL-ENABLED CX CUSTOMER JOURNEYS
OPERATIONAL EXCELLENCE
IN CUSTOMER SERVICE
LOYALTY & BRAND EXPERIENCE
1400 Panel: Putting CX at the Centre of Your
Digital Transformation Programs
Aligning your digital transformation
strategies with defined CX goals
Investing in the right technologies and
platforms to achieve process and CX
optimisation
Operationalising your plan: Gaining
organisational buy-in and driving
execution
Craig DeLarge
Head of Digital Acceleration, Emerging Markets,
Takeda Pharmaceutical Company
Panel: Reimagining CX & Brand
Experience in the Connected Age
When the bar for CX keeps getting
raised, how are you evolving your brand
engagement strategies?
Integrating social, technology, digital to
develop effective and impactful campaigns
Standing out from the competition:
Achieving brand differentiation and
creating loyalty that truly sticks
Gerald Ang
Director of Marketing & Communications,
Discovery Networks Asia Pacific
Panel: Designing Exceptional End-to-End
Customer Journeys
Structuring your customer journey
framework
Navigating complexities across platforms,
regions and cultures
Instilling a customer-centric culture across
front-line, marketing, product, operations
to anticipate, match and deliver CX
Akira Mitsumasu
VP Marketing & Strategy, Asia & Oceanic,
Japan Airlines
Jonathan Hwa
Regional Head Customer Experience,
Zalora
Panel: Driving Service Delivery
Transformation with a Customer-Centric
Operating Model
Putting on the customer lens: Streamlining
operations to enhance efficiency, reduce
waste and empower customer service
Elevating operational capabilities to enable
exceptional service delivery
Exploring opportunities and challenges
with digitising operations and automating
customer service processes
Alp Altun
Executive GM Transformation & Customer
Operations Asia,
IAG
Ian Wilson
SVP, Hotel Operations,
Marina Bay Sands
Jarod Ong
SVP & Head of
Operations,
SGX
TECH CUBE DEMO @ EXHIBITION HALL
STREAM SESSIONS
The Most Famous Customer Service
Manager in the US, Possibly the World
BusinessWeek
1430 Realising the Benefits of a Scalable,
Lean & Agile Digital Enterprise
Why a digital operating model is going to
win you more customers
Simplifying processes, operations to
improve agility and empower customers
Building Trust & Co-Shaping Brand
Experiences
Systematise trust building to enhance
perceived customer value
Balance proactive and accommodating
approaches to facilitating customer
decisions
Embedding Human-Centred Design to
Deliver Exceptional CX
Moving beyond transactional to emotional
insights
Leading cross-functional efforts in design
Driving Customer-Centric Process
Innovation in Your Organisation
Embarking on process innovation that
contributes to great CX
Simplicity is key - Identify areas to
innovate and engaging stakeholders to
deliver results
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8. #CEMAsia2017
SUMMIT DAY ONE
Tuesday, 12 September 2017
Providing on-demand services and
seamless CX
1610 Panel: Crafting Your Digital Customer
Experience Strategy
Mapping out your customers’ journey
across digital platforms
Mobile, web, social: How are you
optimising your engagement strategies?
Complementing digital, online strategies
with offline presence
Jet Choy
Director, Head of Digital Experience & Design,
Singtel
1645 Leading Digital Acceleration in Your
Organisation
Transforming sales and marketing to meet
customers’ expectations
Understanding your customers through
digital touchpoint mapping
Activating digital end-to-end CX and
measuring value
Enrique Pinilla
Digital Marketing
& eCommerce
Leader Asia,
3M
Luke Cream
Customer
Experience
Leader Asia,
3M
1500 Personalising Digital CX with a Data-
Driven Strategy
Delivering relevant and impactful
engagements with your digital audience
Taking a unified, data-driven approach to
personalising CX across digital channels
How can you leverage insights to optimise
user experience, engage and anticipate
customer needs?
Embrace customers’ desire to co-shape
brand and CX
Philipp Kristian
Innovation Strategist & Author,
The Trust Economy
Customer Value Optimisation as the Best
Brand Loyalty Strategy
Leveraging customer intelligence to know
your customers and deliver what they want
How can we drive customer value optimisation
throughout the entire customers’ journey?
Reviewing the importance of having
an experimental culture within the
organisation to drive incremental growth
Nicco Tan
VP Relationship Marketing & Social Media,
Resorts World Genting
Enhancing Brand Experience with a
Winning Social Strategy
Improving brand conversion through
strategic social media interaction
Developing an effective social marketing
program to engage your targeted audience
Deploying social listening tools to know
your audience
Jonathan Ye
Head of Digital & Social,
Huawei Technologies
Designing Rewarding & Brand-Relevant
Customer Loyalty Programs
Making loyalty programs available across
channels
Utilising data-driven customer insights to
personalise and tailor loyalty incentives
Building a strong loyalty network through
strategic partnerships
Making the shift from product-focused to
customer-centric culture
Serene Lee
Head of Insights, Design & Culture,
DBS Bank
Incorporating Empathy Mapping in Your
Customer Journeys
The power of emotional intelligence in CX
Recognising the value of empathy in your
CX strategy
Leveraging empathy to stimulate the
delivery as well as the final impact of a
great CX
Adam Geneave
VP Customer Experience,
Wyndham Vacation Resorts Asia Pacific
Shaping Future CX Journeys through an
Amalgamation of Technology, Culture &
Innovation
Tapping into the potential of technology
and people to optimise CX
How can we shape CX from awareness,
evaluation to purchase and retention?
Creating further value along your
customers’ journey
Akira Mitsumasu
VP Marketing & Strategy, Asia & Oceanic,
Japan Airlines
Fusing Customer & Employee Insights
to Close the CX Gap
Discover the importance of combining your
customer and employee insights to drive
customer loyalty and brand engagement
Hear how Volkswagen Australia is
transforming their CX program
Bill McMurray
APJ Managing
Director,
Qualtrics
Jason Bradshaw
Director Customer
Experience,
Volkswagen
Australia
Driving continuous improvements to ensure
long-term customer success and satisfaction
Jarod Ong
SVP & Head of Operations,
SGX
Harmonising Marketplace Operations to
Ensure Seamless CX
Meeting the needs of the "always on"
value chain
Supply chain management and
opportunities in the payment space to
meet customer expectations
Vertical integration and the future of
merchant/3Pls
Daniele Perotti
Marketplace Operations Director
Global Fashion Group
Transforming the Supply Chain Function to
Enhance Service Delivery & CX
Evaluating the impact of a ‘broken’ supply
chain on CX
Driving transformation across the
organisation to ensure supply chain as
well as other support functions are closely
linked with the company's sales and CX
teams
Know the journey to your ultimate
customers and optimisation of last mile
dellivery
Satyaki Banerjee
Head, Transformation & Operations,
Luxasia
Digitising & Automating Operations
to Improve Productivity, Efficiency &
Ultimately, CX
Deciding what to automate and how to
automate for the best ROI
Tapping into technology innovations such
as robotics to drive value-added work
Devising an operational framework to
fast-track the deployment and adoption of
automated technologies
1715 CX Benchmarking 2
Benchmark your organisation’s CX strategy with industry peers through our live
polling sessions. Find out where your company stands when it comes to the structure,
performance and outcomes of your CX programs.
1720 Co-Creation is the New Brand Engagement Strategy
Giving a voice to your customer: Sharing feedback, forming working groups to fine-
tune products and user experience
Building highly-engaged user communities and brand loyalists
Generating advocacy through forming emotional bond and driving continuous
engagement with the brand
1750 Scaling CX in the Sharing Economy
It’s all about the experience - when not all your employees are yours, how can you
drive customer-centricity across all stakeholders?
Technology as a key enabler to disrupt the status quo: What happens next?
Driving continuous innovation to engage and win more customers
Tony Ng
VP & Head of Customer Experience,
Grab
Toni Ruotanen
Country Manager,
honestbee
1810 Chairman’s Day One Closing Remarks
1815 Evening Reception & Networking Cocktail
1930 GALA DINNER & 2017 CX ASIA EXCELLENCE AWARDS
1525 AFTERNOON TEA & NETWORKING BREAK TECH CUBE DEMO @ EXHIBITION HALL
FIRESIDE
CHAT
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

9. #CEMAsia2017
TECH CUBE DEMO @ EXHIBITION HALL
SUMMIT DAY TWO
Wednesday, 13 September 2017
0800 MORNING COFFEE
0830 Day One Recap & Chairman’s Opening Remarks
0845 Creating Memorable & Brand-Relevant CX in a Connected World
CX as a brand differentiator and your edge in a competitive market
Know your customers: Building emotional connections and executing unique moments
Driving integrated, continuous engagement and spot-on interactions
Marc McAllister
VP & MD International Sales Markets,
Harley-Davidson Motor Company
0915 Winning Over Asia’s Digital Consumers
The dramatic rise of the digital consumer in Asia has shaken and re-shaped almost
every category. Consumer expectations and buying habits have fundamentally shifted
and this shift is most evident in the rapid growth of Personalisation, i.e. the consumers’
expectation that with online options, they can now tailor the products and services they
buy to their needs. This has created both a challenge and opportunity for mainstream
consumer goods and retail organisations. This session will review how Mondelez – one
of the world’s largest global snackfood companies – is delivering distinct, personalized
experiences online with mainstream brands like Oreo cookies.
Ganesh Kashyap
General Manager & Director, eCommerce,
Mondelez International
0945 RESERVED
1015 MORNING TEA & NETWORKING BREAK
1215 CX Leaders Interactive Roundtable Discussions - 12 Topics @ 30-Mins Each – 2 Rotations
During this part of the summit, delegates will be sorted into groups of 8-12 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and
will rotate between their choices every 30 minutes. Discussion groups are kept small to ensure that all delegates get the opportunity to ask their most pressing questions thereby guaranteeing a
perfectly tailored experience.
1100 Prioritising CX & Demonstrating ROI in the Boardroom
Putting a $ value to CX
Aligning your CX blueprint with corporate vision, goals and strategy
Shaping CX that cultivates loyalty, enhance customer retention and creates customer
value
Operationalise CX delivery across the business
Raju Nair
MD, Regional Head Customer Journey Experience,
DBS Bank
Dominic Hoffmann
Chief Customer Experience Officer,
Lazada Malaysia (Alibaba Group)
Troy Barnes
Chief Customer Officer,
AIA Malaysia
1140 CX Benchmarking 3
Benchmark your organisation’s CX strategy with industry peers through our live
polling sessions. Find out where your company stands when it comes to the structure,
performance and outcomes of your CX programs.
1145 Window or Aisle? Why Everyone is Wrong to Hate the Middle Seat
Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No
thanks. Yet the person in the middle can facilitate communication between the edges,
share perspectives, join people together. Your organisation’s middle managers are in the
middle seat. Explore how you can get the most out of their unique perspective and enable
positive change across the business - through starting in the middle.
Claire Sporton
VP, Customer Experience Management,
Confirmit
ROUNDTABLE B
Designing Customer-Centric User
Experience
ROUNDTABLE F
Reaching Your Audience:
Context Marketing to Supercharge CX
ROUNDTABLE J
Ensuring Brand Relevance in the
Digital Era
Senior Representative
Prophet
ROUNDTABLE A
Leveraging Customer Intelligence in
Customer Value Creation
ROUNDTABLE E
Structuring Your VOC Programs to
Improve CX
Marianne
Køien Paulsen
Director, Customer
Experience
Management,
Confirmit
Claire Sporton
VP, Customer
Experience
Management,
Confirmit
ROUNDTABLE I
Creating a Data-Driven, Personalised CX
Strategy
ROUNDTABLE C
Optimising Customer Self-Service
Experience
Michelle Choo
Director Customer Experience,
Singtel
ROUNDTABLE G
Deploying a Mobile-First CX Strategy
ROUNDTABLE K
Creating a Seamless Omni-Channel
Experience
ROUNDTABLE D
Driving Social Interactions &
Engagement with Your Customers
ROUNDTABLE H
Creating a Customer-Centric Culture
Within Your Organisation
ROUNDTABLE L
Innovating Service Interactions across
channels
Hemlata Mansukhani
Head of Customer Service,
Sephora Digital
1325 NETWORKING LUNCH TECH CUBE DEMO @ EXHIBITION HALL
Hear from the iconic brand on how
they are Building the Next-Generation
of Harley-Davidson Riders!
INVITE-ONLY BREAKFAST BRIEFING
CCOPANEL
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

10. #CEMAsia2017
SUMMIT DAY TWO
Wednesday, 13 September 2017
INNOVATE CX CUSTOMER & CX INSIGHTS
SERVICE EXCELLENCE
& EMPLOYEE ENGAGEMENT
CHANNEL EXPERIENCES
1425 Driving Customer-Centric Product
Innovation in Your Organisation
Co-creation: Incorporating customer voice
in your innovation process
Leveraging customer intelligence to
design your products and services
Adopting empathy mapping and design-
thinking to identify and match what your
customers want
Optimising the user experience
Scott Polchleb
Senior Director, Innovation & Customer
Experience Design,
VISA
1455 Artificial Intelligence: Enabling
Predictive & Personalised CX
AI as a game-changer in CX
Mapping your CX pilot project
incorporating machine learning
and AI
Demonstrating CX outcomes from AI
applications
1520 Shaping the Future of CX with IoT
Assessing the power of connected devices
in transforming CX
How IoT will reshape CX via new
interactions and deeper customer insights
How organisations can utilise IoT data
insights to drive continuous improvement
in product and service innovation
Nicolas Payen
Founder,
Future Economy Studio
Panel: Orchestrating Seamless Omni-
Channel Experiences & Interactions
How do we build a true omni-channel
experience, deliver and measure it?
Strategies on bridging online and offline gaps
Enabling end-to-end customer visibility
and streamlining omni-channel strategy
execution
Satyaki Banerjee
Head, Transformation & Operations,
Luxasia
Gordon Nugent
Head of Omnichannel Consumer APJ
HP
Opti-Channel: Delivering the Right
Information to Your Right Audience at
the Right Time
Monetising opportunities from an opti-
channel strategy
Harnessing data and context to maximise
your opti-channel experience
Assessing technology investments for
opti-channel execution
From E-Commerce Startup to Omni-
Channel Leader: The Sephora SEA Story
Illuminating insights from customer journey
mapping in nine diverse countries
Exploring the power of ‘browse, buy, ask
and exchange where you want’ retail
How can you successfully get past
problems on pricing, selection and
promotion principles?
Lessons from retail in Southeast Asia: How
can you truly succeed with omni-channel?
Simon Torring
Head of Innovation & Omni-Channel (SEA),
Sephora Digital
Re-Engaging with Customers (and All
Stakeholders) in the Context of Current
Social & Technological Trends
A broader definition of customers
How should you engage with each of
them - source insights (understand them),
mould perception (reach via right content
and medium) and help drive to action
(e.g. close a sale)
Tyrone Almeida
Director of Marketing
& Commercial Insights, ASEAN,
The Coca-Cola Company
Structuring an Effective VOC Program
Accurately capturing and translating
customer insights
Ensuring the relevancy of your VOC
programs
How can you utilise VOC results to improve
and drive outstanding CX?
Senior Representative,
Plus Alpha Consulting
Data to Insight to Action: Driving
Exceptional B2B CX
Managing a global NPS programme and
linking it to commercial KPIs
Helping leaders to hear the Client Voice
How to turn customer feedback into
powerful analytics which in turn, drive
actionable strategies
David Oliver
Director of Client Insight,
Aon Center for Innovation and Analytics
(ACIA) Singapore
Panel: Driving Service Excellence
through Integrating Customer,
Process & People
Integrating customer-centricity into
operations and service delivery
Moving beyond process and operational
improvement to service excellence
Ensuring long-term success by embedding
culture and technology
Dave Ong
Head Passenger Service Department,
SMRT
Shafi Shaikh
EVP Customer Delivery, APAC,
Mastercard
Douglas Lim
Head of Customer Service, Logistics &
Process Management,
Midea Group
Revolutionising Customer Interactions with
Chatbots
Exploring the operational benefits and
opportunities of using chatbot to improve CX
Deciding how best to utilise chatbot
according to customer intent, complexity of
enquiry, customer demographics
Customer satisfaction: Managing the
delicate balance of efficiency and human
touch
Creating Frictionless, Smart & Effective
Customer-Self-Service across Channels
Narrowing the gap with live-service:Are they
matching up to customers’ expectations?
Enabling smarter self-service and
optimising user experience through
intelligent routing, personalisation and more
Measuring customer satisfaction and
resolution rates to drive continuous
improvement
Jonathan Hwa
Regional Head Customer Experience,
Zalora
STREAM SESSIONS
1550 AFTERNOON TEA & NETWORKING BREAK TECH CUBE DEMO @ EXHIBITION HALL
1620 Drones: The Next CX Technology Frontier
Revolutionising CX with drones
Practical applications in connecting with
the customers
Commercialising drones in service
delivery and customer interactions
Keya Chaturvedi
Trend Research Manager,
DHL
Adopting a Mobile-First Strategy for Your
Always On, Always Connected Customers
Building relevant and impactful mobile
moments with your customers
Improving user experience and customer
engagement on your mobile platforms
Monetising your mobile platforms: Turning
service interactions into revenue-growth
opportunities
Niamh Bryne
Head of Customer Experience APAC & EMEA,
Citi
Designing Your VOC Programs for Diverse
Business Units & Customer Groups
One size does not fit all: Tailoring your VOC
programs according to customer profiles
Deciphering, translating and
operationalising customer feedback to
improve CX
Measuring effectiveness with comparable
segment and industry metrics
Jacqueline Mundkur
Group Head Customer Service,
The Future Group
Building a High-Productivity, Service-
Oriented Culture
Balancing robust operational KPIs with
customer KPIs
Integrating CRM with operations
Instilling CX ownership and cultivating
a company culture that celebrates the
delivery of exceptional service
Frank Yazdi
Regional Head of Client Services APAC,
Societe Generale
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

11. #CEMAsia2017
SUMMIT DAY TWO
Wednesday, 13 September 2017
1650 The World of CX Disrupted - With Big
Data at the Wheel
Harnessing analytics to shape your
business strategies across people,
process and products
Accelerating the translation of data to
insights to drive exceptional CX outcomes
One step further - Integrating big data
with AI: What does the future holds?
Nikolay Novozhilov
Chief Data Scientist,
Wego.com
Executing Integrated End-to-End Social
Strategy that Resolves, Engages &
Delights
Building an end-to-end social strategy
structured around your customers
Creating meaningful content to drive
impactful social interactions
Active listening strategies on social
networks and forums
Giovanni Tavani,
Global Social Media Support Manager,
Dell
Panel: Ensuring the Relevancy & Success
of Your CX Measurement Programs
NPS, CSAT, CES…how well are we
capturing customer satisfaction and
fulfilment rates?
Redesigning metrics to fit with customers’
interactions in an increasingly digital
landscape
Benchmarking with competitors: How do
you compare?
John Epok Pascual
Head of Customer Service Operations,
Circles.Life
Dr. Alok Bharadwaj
SVP South & South East Asia,
Corporate Strategy Group,
Canon
Optimising Internal Customers Journey to
Engage & Empower
Why employee experience equates
customer experience
Reinforcing the value of exceptional CX
and celebrating employees’ contribution to
drive change
Giving employees a voice in your CX
strategy and encouraging innovative
service delivery
1720 Winning in the Age of Experience: The Future of Customer Interactions & Engagement
How to influence and win even more customers
Partnerships as a key strategy to meet and exceed customer expectations
Leveraging technologies to elevate customer interactions and experience
Dominic Hoffmann
Chief Customer Experience Officer,
Lazada Malaysia (Alibaba Group)
1745 CHAIRMAN’S CLOSING REMARKS & END OF SUMMIT
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

12. #CEMAsia2017
PRE-SUMMIT WORKSHOPS
Monday, 11 September 2017
DESIGN-THINKING WORKSHOP
This interactive workshop is the perfect introduction on immersing yourself into a customer-
focused, design-thinking process. In this session, you will participate in a corporate role play
exercise that will take you through the steps of design-thinking. Start by gaining empathy through
customer interviews, defining the problems, ideating possible solutions, and validating them with
your users through rapid prototyping.
What Will You Learn?
n Design thinking as a problem-solving methodology
n Customer empathy, creative confidence and critical thinking
n Design-thinking influenced interview techniques and best practices
About Your Workshop Leader
Julee
Chief Design Officer & Design Thinking Facilitator,
UXStudio
For the love of design. That is at the heart of who Julee is. Having spent 15 years doing what she loves most,
Julee’s extensive product and design skillsets across various disciplines have been vital in delivering world-
class products for top companies like PayPal, Intuit, Plaxo, Cisco, Yahoo! and Samsung.
Julee is a Chief Design Officer at UXStudio - a design consultancy that crafts innovative design solutions,
rooted in the practice of design-thinking methodology - where she led design strategy, research and design
deliverables for clients like DBS, Hitachi & Royal Bank of Canada.
Julee received her Bachelor in BFA in Communication Design from Carnegie Mellon University. Not only is
Julee a regular keynote speaker in UX conferences worldwide, she also holds 11 patents with the USPTO.
REVOLUTIONISING CX WITH IOT
Customer experience (CX) is the product of an interaction between an organisation and a customer
over the duration of their relationship. The Internet of Things (IoT) is described in the industrial
world as the 4th industrial revolution. How will IoT change the interactions between men and
machines thereby revolutionising CX? Explore how you can tap into the opportunities of IoT to
better serve, engage and delight your customers.
What Will You Learn?
n Understanding what is IoT and its potential benefits and implications in terms of value creation
n Discover IoT in its multiple forms
n Outlining the areas of challenges and opportunities to tap on in your organisation
n Mapping customer journeys and defining CX
n Mapping your IoT pilot project: How can you apply IoT in your organisation successfully?
n Successful case studies on IoT applications that has shaped and revolutionise CX
n Aligning your future business strategy, directions and CX goals with IoT
About Your Workshop Leader
Nicolas Payen
Founder,
Future Economy Studio
Nicolas Payen has 15 years of experience in both engineering and marketing/commercial leadership roles. He
has a deep interest in social and technology innovations and founded Future Economy Studio in April 2017
with the mission of leveraging digital technologies to reinvent the way we do business.
In his last role, from February 2016 to March 2017, Nicolas was the Global Head of Internet of Things for
MANN+HUMMEL where he led an Innovation Lab and a Global Competency Centre on smart devices, digital
services, big data, and AR/VR. Prior to this, Nicolas had a key role in growing Schneider Electric’s smart space
category in Asia Pacific, having started his career with them in 2008.
Nicolas holds an engineering degree in computer science and a master degree from EM Lyon business
school.
1PM - 4PMB9AM - 12PM
A
PIC-ELIGIBLE
SINGAPORE-
REGISTERED
COMPANIES
Attention all
Singapore-registered businesses:
Receive 40% cash back via the Productivity and
Innovation Credit (PIC) when you book.
The PIC is a government scheme that supports
investments in innovation and productivity.
Registered Singaporean businesses can enjoy huge
tax savings in the form of cash payouts and/or tax
deductions when they invest in the training of their
employees.
Your attendance at the 5th Annual Customer
Experience Management Asia Summit is eligible for
PIC credits, as a 40%refund.
Full supporting documentation will be provided
after the event.
*Terms and conditions apply
GET
40%CASH BACK*
The CX Network is an online community for global customer experience, service, insight and marketing
professionals who are leveraging customer management strategies to increase customer acquisition and loyalty,
whilst driving increased profits across the entire organisation.
At the CX Network we’re dedicated to providing members with an exclusive learning environment, community
and resource hub where you can share ideas, best practice and solutions for your greatest customer challenges.
You will receive expert commentary, tools and resources developed by experienced customer management
professionals and industry insiders.With a growing membership and global portfolio of events, the CX Network
ensures you keep your finger on the pulse by delivering you with practical and strategic advice to help you
achieve your business goals.
The combination of live events, webinars and online information resources provide customer management
leaders with unique learning and networking opportunities.Wherever you are on your customer strategy journey;
share your experiences, knowledge and expertise with the CX Network ’s global community today.
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

13. #CEMAsia2017
POST-SUMMIT FOCUS DAY
Thursday, 14 September 2017
CX FINANCIAL SERVICES
0900 CX Financial Services Focus Day Registration & Morning Coffee
0920 Chairman’s Opening Remarks
DIGITAL TRANSFORMATION FOR ENABLING CX
0930 Turning Digital Disruption in Financial Services into Your Competitive
Edge
Digital disruption: How to apply digital at the core rather than a digital
lipstick
Leveraging the power of Fintech via API integration
Design for No Branches, No Operations and No Contact Centre
Sonia Wedrychowicz
MD, Head of DBS Consumer Bank Technology,
DBS Bank
1000 Enabling the Transition into a Customer-Centric, Digital Financial
Institution
Mapping your digital transformation blueprint through the customer lens
Building digital products, capability to better serve and engage modern
customers
Securing organisational buy-in and instilling customer-centricity into the
DNA of your organisation
Ajay Mathur
Vice President Director, Head of Retail & Wealth,
PT Bank ANZ Indonesia
1030 Morning Tea & Networking Break
CX IN FINANCIAL SERVICES
1100 Panel: Operationalising CX in a Regulated Landscape
Assessing the impact of financial regulations on CX
How can we comply and deliver great CX?
Fostering cross-functional collaboration to optimise customer interactions
Frank Yazdi
Regional Head of Client Services APAC,
Societe Generale
Alain Boey
SVP Digital Banking,
Bank Simpanan Nasional
1140 Panel: CX Differentiation in the World of Commoditised Financial
Products
CX to stand out from your competition but are you matching up to your
customers’ definition of great CX?
Innovating CX: Products vs. services or both?
Driving transformative CX that delivers results
Manik Nangia
Director Marketing & Chief Digital Officer,
Max Life Insurance
Vikas Jain
Director,
Funding Societies
1220 Networking Lunch
DISRUPTIVE INNOVATION IN FINANCIAL SERVICES
Discover the latest innovations that are radically transforming the delivery of
financial services and ultimately, customer experiences.
1330 Driving Financial Inclusion in Indonesia: PayPro’s Mobile Money
Journey
Accelerating mobile money adoption in Indonesia
Serving Indonesia’s ‘Less-Cash Society’: Revisiting PayPro’s journey and
seven core services
Forming strategic partnerships for providing seamless experience to
PayPro’s different customer segments
Randy Pangalila
Head of Mobile Financial Services,
Indosat Ooredoo
1400 Disrupting SME Lending in South East Asia – with an Emphasis
on CX
Structural gap in SME lending
Using technology for a world-class customer experience
Strategic partnerships for client engagement and retention
Vikas Jain
Director,
Funding Societies
1430 Reshaping CX with Blockchain
The potential of blockchain in transforming CX in financial services
Accelerating from proof of concept into practical applications
Working with financial institutions to expedite adoption
1500 Afternoon Refreshment & Networking Break
THE FUTURE OF FINANCIAL SERVICES
1530 Will AI & Machine Learning Define the Future of Digital Financial
Services?
Realising the infinite possibilities of AI including customer personalization,
patterns identification, and real-time customer Q&A
Developing chatbot and robo advisors which provide automated,
algorithm-based financial advice without the help of a human counterpart
Understanding other benefits such as fraud detection, customer
recommendations and compliance
Manik Nangia
Director Marketing & Chief Digital Officer,
Max Life Insurance
1600 Responsible Finance to Engage the Next Generation of Customers
Providing financial services for a new generation: Why be ‘responsible’?
Executing ‘responsible’ finance
Driving and influencing change
1630 Chairman’s Closing Remarks & End of CX Financial Services
Focus Day
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

14. #CEMAsia2017
POST-SUMMIT FOCUS DAY
Thursday, 14 September 2017
1250 Networking Lunch
1400 Aligning Customer Expectations with Aftersales Operations
& Capabilities
Developing a complete Aftersales business framework with respective SOP
to support customer’s needs
Enhancing CX through understanding the needs of your B2B customers,
reviewing key terms in the SLA, conducting regular business reviews
Integrating front and back-end including logistics for seamless CX delivery
Douglas Lim
Head of Customer Service, Logistics & Business Process,
Midea Group
1440 Driving CX Transformation with Channel Partners
Assessing traditional partner relationships – establishing relevant, win-win
CX strategies
Integrating CX standards and guidelines in channel partner programs
Advocating, influencing and driving positive changes
1520 Designing an End-to-End B2B Customer Excellence Program to Drive
Customer-Centricity in Your Organisation
Developing your B2B CX roadmap aligning with corporate priorities
Embedding customer-centricity into the DNA of your organisation
Encouraging cross-functional collaboration and exceptional service
delivery across the organisation
Ahmed Gharawi
GM, Enterprise Customer Experience Excellence,
Saudi Telecom Company
1600 Chairman’s Closing Remarks & End of B2B Focus Day
B2B CX
0900 Registration & Morning Coffee
0920 Chairman’s Opening Remarks
0930 Succeeding in a Relationship-Driven, Loyalty-Based B2B Business
Environment
Reviewing your B2B CX strategy – is it matching up to the demands of a
competitive, digital world?
Treating clients not as organisations but as individuals
Empowering your customers – helping them win over their customers
Dr. Alok Bharadwaj
SVP South & South East Asia, Corporate Strategy Group,
Canon
1010 Accelerating B2B Digital Transformation for Empowering CX Delivery
Leveraging digital technologies, channels and analytics to deliver
enhanced CX
Fast-tracking digital strategies execution and securing buy-in to ensure
successful organisational transformation
Putting on the customers lens: Adding further value to your B2B2C
customers
1050 Morning Tea & Networking Break
1130 CX LEADERS INTERACTIVE ROUNDTABLES - 2 ROTATIONS
@ 40 MINUTES EACH
How does this work? Delegates will be sorted into groups to take part in
interactive discussions for 40 minutes around the topics below. Discussion groups
are kept small to ensure that all delegates get the opportunity to ask their most
pressing questions thereby guaranteeing a perfectly tailored experience.
Roundtable A
Differentiating & Personalising CX for
Multiple Clients Within an Organization
Roundtable B
Designing Effective B2B VOC
Programs
Roundtable C
Transforming Account Management
& Client Relationships with CX
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

15. #CEMAsia2017
SPONSORSHIP OPPORTUNITIES
Don’t miss out on Asia’s largest CX gathering. Whether it’s
demonstrating thought-leadership as a speaker; bringing
your innovative CX solutions to life in our exhibition hall
and tech cube zone; or ensuring that your target audience
knows you as THE preferred partner through branding, we
can create the ideal platform for you to meet your objec-
tives at the CEM Asia Summit.
Below is an overview on why this is THE CX platform you
need to be at!
COFFEE
BUFFET LINE SPEAKERS LOUNGE
2016 EVENT STATISTICS
EXHIBITION FLOORPLAN
2:1
END-USER RATIO
171
BRAND NEW ORGANISATIONS
TO THE EVENT
218
ACCOUNTS
HOW CAN IQPC REDUCE YOUR SALES CYCLE AND GET
YOU MORE QUALIFIED LEADS?
In the last 5 years, like you, we’ve seen our customers change. CX is no
longer just the domain of customer service; it’s filtered into marketing
strategy, product development and boardroom decisions. As the market
continues to mature, getting in front of the right company and the right
person, at the right time to invest becomes more complex. Over time IQPC
has developed an advanced way of sorting the curious from the serious
when it comes to deciding who is ready to buy and who is merely window
shopping.We call it profiling, and it runs through everything we do.
THIS IS HOW IT WORKS
In the past sponsors would visit an event and
run around trying to meet potential buyers,
become exhausted by having the same
conversation and perhaps even miss out on
meeting potential buyers who were there!
STEP IN PROFILING...
This questionnaire establishes their
key challenges, decision making
process and most importantly, their
investment priorities
We then use this
information to set up
informal meetings
between you and
interested buyers
They are then passed to
our customer experience
manager and taken
through a questionnaire
A buyer books on
to the conference
HOW DOES THIS HELP?
Having proprietary information of this sort allows you to meet the right people at the event and have an in depth
conversation based on knowledge of their needs, rather than adopting a scattergun approach in the hopes that you will
hit the right people. It also allows you to approach a company at exactly the right time, when they are open to changing or
engaging a new provider. Without this information it is all too easy to miss the narrow buying window and be left trying to
engage someone who is two years into a ten year contract.
Give us a call on +65 6722 9388 to find out more on how profiling can help you!
T: (65) 6722 9388 n F: (65) 6720 3804 n E: enquiry@iqpc.com.sg n W: customerexperienceasia.iqpc.sg

16. Marina Bay Sands, Singapore
Marina Bay Sands
10 Bayfront Avenue
Singapore 018956
Tel: +65 6688 8815
Fax: +65 6688 3014
www.MarinaBaySands.com
Hotel accommodation and travel costs are not included in the registration fee. A
reduced corporate room rate has been arranged at Marina Bay Sands, Singapore
for attendees at this conference. To take advantage of this special rate, please
process the hotel room reservation form provided upon confirmation of your
attendance.
VENUE & ACCOMMODATION
IQPC recognises the value of learning in teams. Group bookings at the same time
from the same company receive these discounts:
3 or more 7% 5 or more 10% 8 or more 15%
Only one discount available per booking. Team discounts are not available in con-
junction with another discount, and do not apply to workshop(s) only bookings.
Call us for a special discount rate for teams of 10 and above.
TEAM DISCOUNTS
IQPC CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY
• You may substitute delegates at any time by providing reasonable advance notice to IQPC. • For
any cancellations received in writing not less than eight (8) days prior to the conference,
you will receive a 90% credit to be used at another IQPC conference which must occur
within one year from the date of issuance of such credit. An administration fee of 10% of
the contract fee will be retained by IQPC for all permitted cancellations. No credit will be
issued for any cancellations occurring within seven (7) days (inclusive) of the conference.
• In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling
to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid.
You may use this credit for another IQPC event to be mutually agreed with IQPC, which must
occur within one year from the date of postponement. • Except as specified above, no credits
will be issued for cancellations. There are no refunds given under any circumstances. • IQPC is
not responsible for any loss or damage as a result of a substitution, alteration or cancellation/
postponement of an event.IQPC shall assume no liability whatsoever in the event this conference is
cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence
or any other event that renders performance of this conference impracticable, illegal or impossible.
For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor
strike, extreme weather or other emergency. • Please note that while speakers and topics were
confirmed at the time of publishing, circumstances beyond the control of the organizers may
necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC
reserves the right to alter or modify the advertised speakers and/or topics if necessary without
any liability to you whatsoever. Any substitutions or alterations will be updated on our web page
as soon as possible.
DISCOUNTS:
All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in
order to receive any discount. Any discounts offered whether by IQPC (including team discounts)
must also require payment at the time of registration. All discount offers cannot be combined with
any other offer.
YOUR DETAILS:
Please email our Database Maintenance Department at database@iqpc.com.sg and inform them
of any incorrect details which will be amended accordingly.
DATA PROTECTION:
Personal data is gathered in accordance with the Data Protection Act 1984. Your data may be
passed to other companies who wish to communicate with you offers related to your business
activities. If you do not wish to receive these offers, please tick the box below.
Please do not pass my information to any third party.
IQPC Bank Details: Account Name: IQPC WORLDWIDE PTE LTD
Account Number: 147-048128-001 Swift Code: HSBCSGSG
Bank Address: The Hong Kong and Shanghai Banking Coporation, 21 Collyer Quay,
#08-01 HSBC Building, Singapore 049320
All bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount.
BY DIRECT TRANSFER Please quote 21639.010 with remittance advice
Registrations/orders received without immediate payment or credit card details will incur a
processing fee of SGD99 per delegate. Payment is due in full upon receipt of invoice. Full payment
prior to the event is mandatory for attendance.
PAYMENT TERMS
• Gala dinner is only available as an add-on for summit attendees. • Singapore companies, please add prevailing GST.
• Registrations without immediate payment or credit card details will incur a processing fee of SGD99 per delegate
BOOK AND PAY BEFORE 9 JUNE 2017 AND SAVE UP TO $600 ON THE SUMMIT PACKAGE!
IQPC WORLDWIDE PTE. LTD.
Company Registration No: 199702288Z
©Copyright 2017 IQPC Worldwide Pte. Ltd. All rights reserved. This
brochure may not be copied, photocopied, reproduced, translated, or
converted to any electronic or machine-readable form in whole or in part
without prior written approval of IQPC Worldwide Pte. Ltd
DELEGATES REGISTRATION DETAILS
Mr. Mrs. Ms. Dr. OtherTitle:
Country: Postcode:
First name: Surname:
First name: Surname:
Address:
Job Title: Department:
Company:EmailAddress:
Approving Managers Name:
EmailAddress:
If the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below:
If you have not received an acknowledgement before the conference please call us on +65 6722 9388 to confirm your booking.
Fax:Telephone: OFFICE MOBILE
Telephone:EmailAddress: OFFICE
I agree to IQPC’s
payment terms.
Date:Approving
Managers
Signature:
Delegates
Signature:
DD / MM / YYYY
PAYMENT METHOD
I WISH TO PAY BY CREDIT CARD: PLEASE DEBIT MY CREDIT CARD
Name Printed on the Card:
Card Number: / / /
Visa Mastercard American ExpressCard Type: M M / Y Y Y YExpiry Date:
Signature: Date: DD / MM / YYYY
n Pre-Summit Workshops
11 September 2017
n B2B CX & CX Financial Services Focus Day
14 September 2017
n Main Summit
12-13 September 2017
n Venue
Marina Bay Sands, Singapore
SUMMIT PACKAGES
ALL PRICES SHOWN ARE IN SINGAPORE DOLLARS
FROM
11 AUGUST 2017
STANDARD
PRICE
BOOK AND
PAY BEFORE
11 AUGUST 2017
BOOK AND
PAY BEFORE
14 JULY 2017
BOOK AND
PAY BEFORE
9 JUNE 2017
Full Package (Summit + 2 Pre-Summit Workshops AND 1 Focus Day) 5,5995,399 (SAVE 200)5,299 (SAVE 300)4,999 (SAVE 600)
5,3995,199 (SAVE 200)5,099 (SAVE 300)4,799 (SAVE 600)Summit + 1 Pre-Summit Workshop AND 1 Focus Day A B Focus Day
4,3994,199 (SAVE 200)4,099 (SAVE 300)3,799 (SAVE 600)Summit + 1 Pre-Summit Workshops A B
599Gala Dinner
4,9994,799 (SAVE 200)4,699 (SAVE 300)4,399 (SAVE 600)Summit + 2 Pre-Summit Workshop OR 1 Focus Day A B Focus Day
3,5993,399 (SAVE 200)3,299 (SAVE 300)2,999 (SAVE 600)Summit only (2 Day Summit)
EARLY
BIRD PRICE
EXTRA EARLY
BIRD PRICE
SUPER EARLY
BIRD PRICE
5 WAYS TO REGISTER
+65 6720 3804 customerexperienceasia.iqpc.sg
+65 6722 9388 enquiry@iqpc.com.sg
IQPC Worldwide Pte Ltd, 61 Robinson Road,
#14-01 Robinson Centre, Singapore 068893
Please complete in BLOCK CAPITALS as information is used to produce delegate badges.
Please photocopy for multiple bookings. Your priority registration code is printed below. Please quote it when registering.
EVENT CODE: 21639.010 PDFW