27 - 28 June, 2018
Sofitel Singapore City Centre, Singapore

CONFERENCE DAY ONE

8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Welcome Remarks

9:00 am - 9:30 am Revolutionising Customer Experience with Conversational Artificial Intelligence and the Chatbot Imperative

Kailash Ramalingam - Regional Head, DBS Customer Centre & Service Platforms DBS Bank
·      Championing digital transformation and the successful integration of chatbots
·      Evolving bots into intelligent agents that drive unified and collaborative customer engagement
·      Putting conversational AI at the forefront of your organisation’s digital agenda and strategic investment roadmap

Kailash Ramalingam

Regional Head, DBS Customer Centre & Service Platforms
DBS Bank

·     Creating a compelling business case for bots and your brand to secure organisation-wide buy-in
·     Designing evaluation metrics to measure the ROI for chatbots
·     Winning approaches to the widespread adoption of chatbots in the digital era
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Sarindar Frost

Senior Director Customer Service
DHL eCommerce Asia Pacific

Anthony Monteleone

Head of Client Servicing – Asia
ANZ

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Jason Tai

Head of Data & Analytics, IT
Prudential Assurance Company Singapore

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May-Ann Lim

Executive Director
Asia Cloud Computing Association

10:15 am - 10:45 am Harnessing the Benefits of AI-Powered Chatbot Interactions

Ewen Plougastel - Managing Director, Applied Intelligence & Delivery Lead – ASEAN Accenture
·     Taking chatbots beyond their functional service role to offering deeper personalised customer engagement
·     Increasing the efficacy of machine-driven communication tools
·     How are advancements in AI technology benefiting both customers and businesses alike?
 
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Ewen Plougastel

Managing Director, Applied Intelligence & Delivery Lead – ASEAN
Accenture

10:45 am - 11:00 am Speed Networking

11:00 am - 11:30 am Morning Refreshment Break

11:30 am - 12:00 pm From Chatbots to Intelligent Virtual Assistants with Speech-Enabled Technology

Wilson Ang - Director, Intelligent Computing Lab Info-communications Media Development Authority of Singapore (IMDA)
·     Optimising advancements in speech recognition as the primer for chatbots
·     How AI-based conversational analytics will enhance customer interactions
·     Intelligent virtual assistants: How can chatbots rise to the next level of customer engagement?
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Wilson Ang

Director, Intelligent Computing Lab
Info-communications Media Development Authority of Singapore (IMDA)

12:00 pm - 12:30 pm AliMe: Chatbot as a Game Changer in the Age of the Customer

Haiqing Chen - Senior Technical Expert, Alibaba Intelligence Innovation Center Alibaba
·      Imagining possibilities and market potential: An introduction to Alibaba’s intelligent interaction technical practice
·      Capturing business opportunities by utilising chatbots in customer service, shopping guides and assistant applications
·      Embracing artificial intelligence and chatbots in preparation for a digital-first future
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Haiqing Chen

Senior Technical Expert, Alibaba Intelligence Innovation Center
Alibaba

12:30 pm - 1:00 pm Transforming Customer Experience with the Intelligent Integration of Bots and Brains

Martin Taylor - Global Chief Marketing Officer Content Guru
·      Introducing ‘smart’ enterprise chatbots for seamless communication and business scalability
·      Maximising the value of artificial intelligence and complex analytics in chatbot implementation
·      How are chatbots enhancing agent productivity and delivering cost savings for organisations?
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Martin Taylor

Global Chief Marketing Officer
Content Guru

1:00 pm - 2:00 pm Networking Lunch

·     Why gradually growing pilot tests are vital in ensuring the success of chatbot launches
·     Pioneering the commercialisation of chatbot technologies – What are the common pitfalls and lessons learnt?
·     Incorporating chatbots as an integral part of your business operations
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Anila Fredericks

Head of Customer Service Operations
Telstra

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Vikas Jain

Marketing Director
Funding Societies Pte. Ltd

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Timothy Hou

Director, Internal Communications and Social Media
Marina Bay Sands

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Dave Teo

Project Lead
Singapore Life

2:45 pm - 3:15 pm Developing an Effective Chatbot Ecosystem within the Organisation

Ravi Madavaram - Head of Marketing and Customer Experience Axiata
·     What are the different ways businesses can access, utilise and distribute content via chatbots?
·     Ensuring readiness in enterprise infrastructure to operate in synergy with the integration of bots
·     Fuelling technology innovation and growth opportunities that extend beyond the functional outcomes of bots
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Ravi Madavaram

Head of Marketing and Customer Experience
Axiata

3:15 pm - 3:45 pm Chatbot Deployment: Prioritising the Right Platforms and Channels to Maximise ROI

·     Putting chatbots at the core of your digital strategy
·     Cross-examining the potential of chatbot monetisation across different platforms and applications
·     What are possible barriers that can limit the growth, adoption and use of chatbots
 
(Reserved for LivePerson)

3:45 pm - 4:15 pm Afternoon Refreshment Break

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

4:15 pm - 5:45 pm Roundtable A: Leveraging Hybrid Bots in Customer Care

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

4:15 pm - 5:45 pm Roundtable B: Building up the Data Ecosystem to Enhance Chatbot Capabilities
Ines Lin - Project Manager Asus

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Ines Lin

Project Manager
Asus

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

4:15 pm - 5:45 pm Roundtable C: Achieving Quality and Speed in Chatbot Pilot Programs
Joyce See - Head, Corporate Marketing & Communications Mount Alvernia Hospital
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Joyce See

Head, Corporate Marketing & Communications
Mount Alvernia Hospital

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

4:15 pm - 5:45 pm Roundtable D: Advancing Next Generation Customer Engagement with Bots
Hemlata Mansukhani - Head of Customer Service Sephora Digital
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Hemlata Mansukhani

Head of Customer Service
Sephora Digital

5:45 pm - 5:55 pm Chairman’s Closing Remarks & End of Day One