18 - 21 June, 2019
Equarius Hotel, Singapore

CONFERENCE DAY ONE

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

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

9:15 am - 9:45 am Beyond the Hype: Realising Scalable and Profitable Chatbots Across the Enterprise

·      What are the market opportunities for chatbots amidst technology disruptors in the age of customer?
·      How can chatbots elevate next generation digital experiences?
·      Ensuring enterprise readiness and operating synergies for chatbot integration

9:45 am - 10:15 am Integrating Chatbots into the Wider Organisational Customer Experience Strategy

·      Transforming organisations and new age customer engagement with chatbot channels
·      Developing customer experience strategies around chatbots for a competitive advantage
·      Delivering a single-view chatbot experience to personalise, engage and delight customers

10:15 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Refreshment Break

11:00 am - 11:30 am Pitfalls and Lessons Learnt from Chatbot Implementation

Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
·      Keeping abreast of changing customer engagement preferences and the technology advancements in chatbots
·      Strengthening digital capabilities to harness the full potential of bots
·      What are the essential factors to keep in mind for successful chatbot implementation? 

Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

11:30 am - 12:15 pm PANEL: Evaluating Chatbot Platforms and Benchmarking Performance Metrics against other Channels

·      Setting chatbot KPIs to measure channel effectiveness
·      Driving chatbot improvements and customer uptake in digital self-service
·      What are the best tools for measuring bot analytics and performance?

12:15 pm - 12:45 pm Augmenting Voice and Digital Channels with AI-Powered Chatbots to Create, Elevate and Capture Customer Value

Martin Taylor - Global Chief Marketing Officer, Content Guru
·      Improving customer engagement with AI-driven insights
·      Powering chatbots to effectively anticipate and respond to customer needs
·      Achieving customer experience excellence through personalised and value-added interactions across channels
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Martin Taylor

Global Chief Marketing Officer
Content Guru

12:45 pm - 2:00 pm Networking Lunch

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

2:00 pm - 3:30 pm ROUNDTABLE A: Tapping into Knowledge-Based Management for Smarter Bots

2:00 pm - 3:30 pm ROUNDTABLE B: Enhancing Service Automation with Chatbots


2:00 pm - 3:30 pm ROUNDTABLE C: Assessing Key Skill Sets for Today’s Bot Trainers

Luzanne Chong - Head of Customer Experience, FWD Singapore

Luzanne Chong

Head of Customer Experience
FWD Singapore

2:00 pm - 3:30 pm ROUNDTABLE D: Trends and Challenges in Developing Multillingual Chatbots

2:00 pm - 3:30 pm ROUNDTABLE E: Designing a Conversational Chatbot Experience

2:00 pm - 3:30 pm ROUNDTABLE F: The Importance of NLP for Chatbot Intelligence

3:30 pm - 4:00 pm Afternoon Refreshment Break

4:00 pm - 4:30 pm Applying Real-Time Sentiment Analysis to Understand Customer Intent, Content and Context

Applying Real-Time Sentiment Analysis to Understand Customer Intent, Content and Context
·      Towards data science in bots: What are the fundamental building blocks of text and sentiment analysis?
·      Sketching dialogue scenarios to better understand user intentions and reactions
·      Making sense of natural language processing nuances to improve conversational experiences
 
(Reserved for sponsor)

4:30 pm - 5:00 pm Building Chatbot Scenarios to Anticipate and Improve User Interaction and Engagement

Chin Kiat Teo - Senior Manager, Customer Care Technology Program Management, Lazada Group
·      Monitoring feedback and analysing chatbot sessions for accurate insights
·      Chatbot user experience: How to craft valuable conversations
·      Creating a chatbot decision tree to improve customer journey mapping
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Chin Kiat Teo

Senior Manager, Customer Care Technology Program Management
Lazada Group

5:00 pm - 5:30 pm Introducing Voice Bots to Promote User Accessibility and Interactions

Ravi Madavaram - Head of Marketing and Customer Experience, Axiata
·      Developing digital capabilities to build a voice bot
·      How can AI-powered conversational analytics enhance customer interactions?
·      Facilitating intelligent voice interactions between users and services to generate actionable insights
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Ravi Madavaram

Head of Marketing and Customer Experience
Axiata

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Day One