Advanced Customer Analytics for Personalisation

AI Powered CX (ML, IA, DL)

Advanced Customer Analytics for Personalisation

Human Centre Design & the Power of Innovation for Customer Experience

Mobile Banking UX & UI

Addressing Privacy Concerns Surrounding the use of Customer Data for Personalisation

How Open API Banking can Transform CX & Help Deliver Intuitive Financial Services

Neuromarketing - How to Increase Revenue, Recall and Response Rates

Harnessing the Power of Cognitive Analytics to Deepen Customer Insights and Grow Relationships


FULL AGENDA  | 7th April 2021

Chair’s Opening Welcome Address
Chief Data Officer & Chief Customer Officer Symposium

What will you learn?


  • CDO Mandates for the use of Data to Drive Personalised Experiences and Services
  • The drivers of the intelligence revolution in the years to come.
  • How is data analytics being harnessed to complement CX?
  • How did Covid-19 shape the use of data to understand current and future CX needs?
  • The data analytics strategy going forward.


Kaspar Situmorang
Executive Vice President of the Digital Banking
Development and Operation

PT Bank Rakyat Indonesia (Persero) Tbk


Hartnell Ndungi
Chief Data Officer
Absa Bank Kenya PLC


Millie Gillon
Global Head of CX, Managing Director
Standard Chartered Bank


Rajnish Kumar
SVP, Head of Data Science & Analytics

Panel Moderator
Nirav Patel
Managing Director
The Digital Banker


Keynote Presentation: “How UnionBank is driving superior digital experiences thru its transformation and Agile ways (during the pandemic)”


Henry Rhoel R. Aguda
SEVP, Chief Technology and Operations Officer and Chief Transformation Officer
UnionBank of the Philippines


Networking and Virtual Booth Session
Digital Wealth Management: Transforming and Democratizing Wealth Management through Superior CX, UX and UI

What will you learn?


  • How is digital management breaking down the barriers of wealth creation?
  • The importance of CX in building next-gen digital platform or app in wealth managements.
  • The evolution of RMs in the world of digital wealth
  • The buzz around chatbots, robo-advisory, AI and data rich insights to drive wealth creation.


Sammeer Sharma
Managing Director & Head, Wealth Management
Standard Chartered Bank Malaysia Berhad


Phan Luong
Head of Digital Innovation & Customer Experience
UOB Vietnam


Gauraw Srivastava
Head of Affluent Banking & Wealth Management


Lunch Break
The Future of Digital Insurance & InsureTech

What will you learn?


  • Can real-time and seamless be associated to the insurance industry?
  • Can insurers incentivize their customers to stay healthy and fit through dynamic pricing?
  • How are insurers using technology to minimize processes such as medical check-ups, property inspections, etc.
  • Bringing CX transformation to claims.
  • The disparity in Digital CX between Life and General Insurance


Anthony Choy
Head of Product and Business Development
ZA Insure


Nuttaporn Tayananuphut
VP, Head of Customer Experience
Prudential Life Assurance


Roopa Malhotra
Head of Digital
Chubb Asia Pacific

Panel Moderator
Simon Partridge
Strategic Advisor – Digital Insurance
The Digital Banker

Keynote Presentation II: FORCS

Rethink Customer Experience 
The Art of Winning Delivering the Ultimate Customer Experience via eForms



Future of Disruption – The Proliferation of Neo Banks, Fintech and BigTech in the Digital Economy of 2021


  • How fintech is disrupting traditional banking?
  • Disruptive FinTech and NeoBank Models – how advanced will CX be in the next 5 years and what does this mean for incumbents
  • BigTech’s advancement into financial services
  • Payment and PayTech Innovation


Joey Kim
Founder and CEO


Mohamed Keraine
MD – Head of Retail Development Asia


Stelios Papadakis
Group Head of Business Technology
African Banking Corporation Holding (ABCH)


Matt Baxby
Group CEO Banking


Tauriq Keraan

Panel Moderator
Manish Bhai
Co-Founder and CEO
DigibankASIA (UNO/UNObank)


Chair’s Summation
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