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  | 11th June 2020

08:00 - 08:55
Welcome Registration, Breakfast & Coffee
08:55 - 09:00
Chair’s Opening Welcome Address
09:05 - 09:20
Customer Centricity is Either the Biggest Threat or the Biggest Opportunity Banks Face in the Digital Era

What will you learn?


  • How to harness digital disruption and customers’ expectations to unlock the vast opportunities in customer centricity.
  • How can Digital CX Give Rise to New Banking revenue models.
  • What Threats can Customer Centricity Pose to Traditional Banks?


Dr Dennis Khoo
MD & Group Head
TMRW Digital Group

09:20 - 09:40
The Rise of Neo Banks, BigTech and FinTechs in the Digital Economy of 2020

What will you learn?


  • What CX, UX and UI advancements can we expect from virtual banks & insurers in APAC over the next 12 months – who is being licensed and what are the plans?
  • Digital onboarding – how to transform the customer experience in this vital stage of their digital journey.
  • How can banking & insurance providers respond to pressure from FinTechs and digital-only challengers, and how can they foster a culture of innovation?


Greg Krasnov
Co-Founder & CEO

09:40 - 10:00
The Rise of the Marketer – The Future of Customer Data Platforms

Managing data across multiple countries, languages and applications is critical to both digital and physical CX superiority. In order to create a personalised customer experience at scale, data aggregation to create one system of record is imperative.


What will you learn?


  • How can CMOs weave customer data together to create a single source of truth?
  • How to extract insights needed to deliver richer interactions with our customers
  • How are FSI organisations that rate highly on the CX index leveraging CDP and data tech?


Steve Pardue
Vice President, JAPAC

10:00 - 10:50
CCO, CMO & CDO Power Panel

What will you learn?


  • The evolving role of the Chief Customer Officer, Chief Data Officer & Chief Marketing Officer- how they must work together to create a competitive advantage and uncover new lines of revenue.
  • How are retail financial institutions tackling Customer Experience transformation, and how far along should they be in their journey?
  • What new technologies are critical to delivering the digital experience consumers expect?
  • What are the CX opportunities for open APIs?
  • Overcoming cultural resistance to change!




Steve Pardue
Vice President, JAPAC




Sonali Verma

Head, Customer Experience and Innovation, Regional Bancassurance, Asia



Brendon Clark

Regional Data Architect Asia



Rajnish Kumar Singh

SVP-Head of Data Science and Analytics



Chen Huaxing

Head of Data and Analytics

UOB Bank


Angeline Alexander

Head of HNW & Affluent Customer Segments


10:50 - 11:10
Refreshments & Speed Networking
11:10 - 11:30
How DBS successfully use customer journeys to elevate customer experience & achieve customer satisfactions

Soo Huat Chew
Executive Director, Institutional Banking Customer Experience Head
DBS Bank

11:30 - 12:00
The future isn’t digital, the future is hybrid – humans are the greatest asset

What will you learn?


  • A growing number of companies are putting technology on a pedestal and are focusing on the “construction materials” rather than the problems they are trying to solve.
  • Digital disruption wasn’t caused by tech, it was the effect of unhappy customers needing a solution to their problems.
  • Have organisations forgotten why they are in business? Is the premise, to sell products and monetise clients, a thing of the past?


Neal Cross
Fintech Advisory Board Member

12:00 - 13:00
Lunch & Networking
13:00 - 13:20
Singlife’s journey and approach: How Singlife is driving real innovation in life insurance industry?

Azim Mithani
Executive Vice President
Singapore Life

13:20 - 14:05
Future Digital Innovators Symposium

This panel brings industry leaders together to focus on digital customer experience and what to anticipate in the next 5 years.


What will you learn?


  • How to engage with customers in the digital age with customer-centric technologies
  • How to grow revenue, drive CX and lead digital innovation simultaneously
  • Digital customer experience is key to customer loyalty


Shyaam Krishnamoorthy
Advisory Lead
ThoughtWorks Southeast Asia



John Januszczak
President & CEO


Jakub Zakrzewski


Patsy Wang
VP, Digital Transformation, Group Consumer Financial Services


Azim Mithani
Singapore Life


Natalia Kozyura
Head of Innovation Center
FWD Insurance

14:05 - 14:25
2020 Evolution in Payments Landscape – What do Customer’s Expect Next?

What will you learn?


  • How should banks be leveraging cutting edge tech such as biometrics, virtual teller machines, wearables, m-wallets and chatbots at the customer interface?
  • What impact will the adoption of blockchain open APIs have on the payments industry and how should banks be responding to these developments?
  • What business opportunities and challenges do instant payments create for banks around the world, and what are the technological implications of immediate payments for banks?
  • Are the changes under way in the payments industry enough to force banks to re-engineer their legacy, and what are the options for them to achieve this in a timely, cost-effective way?


Judy Bei
Global Head of Payments and Receivables
Standard Chartered

14:25 - 14:45
Rethink Customer Experience in Banking

What will you learn?


  • Adopting a customer-centric culture
  • Building effective communication channels
  • Changing the conversation to build successful customer engagement
  • Data analytics and what you could do with it
  • Effective Business Process Management by taking advantage of software solutions


Benny Tan
Sales Director

14:45 - 15:00
Refreshments & Networking
15:00 - 15:20
Supercharging Standard Chartered’s Digital Transformation

What Will you Learn?

Learning and Innovation are key enablers for Standard Chartered’s path to digital. Hear about how the Bank’s Technology & Innovation team is driving the acceleration of business ideas to reality through:


  • Innovation in open banking
  • Deepening technical learning
  • Digital Ecosystems
  • Building an innovation and learning culture within the Technology team


Sarabjit Anand
Regional CIO for ASEAN and South Asia
Standard Chartered Bank

15:20 - 15:40
The Next Revolution in Digital FSI Models & Customer Experience

What will you learn?


  • What does the next wave of digital transformation & CX look like for the FSI sector?
  • How to cement a digital future and transform your legacy business to deliver seamless and frictionless CX.
  • Scale your digital efforts and deliver the financial services of tomorrow with leading solutions.
  • Becoming Customer Centric to the core with Open APIs Ecosystems.
  • Harnessing the power increased Compute Power
  • The power of 5G – where are we and what can we expect


Mahantesh Patil
Chief Digital and Agile Transformation Office

15:40 - 16:00
Chair’s Summation
18:30 - 19:30
Awardees Champagne Reception
19:30 - 22:30
Awards Gala Dinner & Trophy Ceremony
Select date to see events.