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

CONFERENCE DAY TWO

8:15 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Opening Remarks

9:15 am - 9:45 am Integrating Chatbots into Your Omni-Channel Strategy to Enhance Customer Experience

Sudesh Thevasenabathy - Head of Customer Experience AXA Hong Kong
·     Developing strategies around chatbots to remain competitive in the emerging digital landscape
·     Unifying customer experience across the physical and digital channels of sales, marketing and customer service
·     Modernising the frontline of customer services and empowering seamless digital experiences
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Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

·     Investing in technology that enables rich and intelligent customer interactions to boost satisfaction and loyalty
·     How are chatbots keeping up with current trends for self-service in customer care?
·     Adopting an integrated approach to improving operational efficiency, customer engagement and revenue growth
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Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

Luzanne Chong

Head of Customer Experience
FWD Singapore

Rohan Mathur

Head of Marketing, Emerging Asia
The LEGO Group

10:30 am - 11:00 am The Rise of Chatbots: Transforming the Customer Experience Battleground in the Age of the Consumer

Chris Hall - Vice President, Product Management – Customer Experience Solutions Pitney Bowes
·      How are organisations delivering meaningful business impact with the use of chatbots and other digital tools?
·      Predictions on how chatbots will evolve over time for enhanced customer engagement and greater personalisation
·      Best practices for starting your customer journey in today’s context with an eye on tomorrow
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Chris Hall

Vice President, Product Management – Customer Experience Solutions
Pitney Bowes

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

11:30 am - 12:00 pm Using Chatbots to Create Customised Experiences that Woo Customers

Jess Tang - Total Brand Experience Innovation Lead for J&J Consumer, Asia Pacific Johnson & Johnson
·     Unlocking the potential of chatbots to influence, guide and improve customer experience
·     Implementing chatbots as part of your digital marketing strategy
·     Automating and enhancing customer communications to deliver personalised experiences

Jess Tang

Total Brand Experience Innovation Lead for J&J Consumer, Asia Pacific
Johnson & Johnson

12:00 pm - 12:30 pm Staying Competitive with the Advancement of Chatbots in Digital Products, Channels and Strategies

Kenneth Andersson - Head of Innovation & Product Transformation AirAsia
·      How are businesses laying the groundwork for greater online interactivity through chatbots?
·      Scaling up conversational platforms and putting in place the right ecosystem for customer engagement
·      The shift from omni-channel to convergence – How can chatbots deliver a new digital experience?
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Kenneth Andersson

Head of Innovation & Product Transformation
AirAsia

12:30 pm - 1:00 pm Leveraging Customer Engagement using Naturalised and Personalised Conversations at Scale

Rita Abdellatifi - Data & AI Technology Specialist – Asia Pacific Microsoft
·      Showing a unique and personalised way to interact based on cognitive sciences
·      Getting smart insights with machine learning behind the scenes
·      Connecting with business processes for providing customers with best service aligned to their situations in life
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Rita Abdellatifi

Data & AI Technology Specialist – Asia Pacific
Microsoft

1:00 pm - 2:00 pm Networking Lunch

2:00 pm - 2:30 pm Giving your Chatbot a Personality: How to Align with Brand Identity and Delight your Customers

Manisha Seewal - Head of Marketing Tokio Marine Life Insurance Singapore Ltd
·     Creating a chatbot ‘character’ that defines brand identity and elevates value perception
·     Programming chatbots to capture customer sentiments and behavioural patterns
·     Building brand engagement and loyalty – How to not lose clients with a chatbot?
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Manisha Seewal

Head of Marketing
Tokio Marine Life Insurance Singapore Ltd

2:45 pm - 3:15 pm Utilising Self-Diagnose and Self-Help on Chatbots to Improve Customer Experience

Hariharan Rajagopalan - Senior Manager, Global Consumer Services McAfee
·     Putting customers first and enabling smooth transitions when incorporating chatbots
·     Responding to customer demands and expectations with personalised experiences and self-help services
·     Scaling up chatbots to diagnose technical issues and perform functions that extend beyond basic customer service
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Hariharan Rajagopalan

Senior Manager, Global Consumer Services
McAfee

3:00 pm - 3:30 pm Advancing Chat Commerce in the Era of Digitalisation: How Chatbots can be the Core Strategy in Customer Care

Chin Kiat Teo - Senior Manager, Customer Care Technology Program Management Lazada Group
·      Avoiding the pitfalls and barriers to deploying effective chatbots
·      Ensuring the scalability and consistency of chatbots in eCommerce
·      Insights to developing chatbots that propel a broader AI strategy
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Chin Kiat Teo

Senior Manager, Customer Care Technology Program Management
Lazada Group

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

3:45 pm - 4:15 pm Building Chatbots In-house and Scaling Up Intelligent Bot Capabilities

Jason Widjaja - Associate Director, Global Data Science Competency Merck
·      Connecting the dots in designing, deploying and managing intelligent bots
·      Comparative advantages of in-house purpose built bots over buy or outsourcing options
·      Progressing in-house delivery capabilities and adding new age functionalities to your bot
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Jason Widjaja

Associate Director, Global Data Science Competency
Merck

4:15 pm - 4:45 pm Accelerating Self-Learning in Chatbots for Automated Operations and Customer Self-Service

Sasin Lerdsurasakda - Global Program Manager, Social Automation Google Asia Pacific
Theeraphol Wattanavekin - Software Engineer Google Asia Pacific
·     Chatbots and artificial intelligence: The journey towards automation of self-care
·     How are bots undergoing a continuous process of enhancement and automation in enabling client autonomy?
·     To what point and extent should customer relations be entrusted to algorithms?
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Sasin Lerdsurasakda

Global Program Manager, Social Automation
Google Asia Pacific

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Theeraphol Wattanavekin

Software Engineer
Google Asia Pacific

4:45 pm - 4:55 pm Chairman’s Closing Remarks & End of Summit