KEY 2020 EVENT THEMES

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

2020 AGENDA IS CURRENTLY UNDER PRODUCTION.

FULL AGENDA  | 11th June 2020

Morning
Afternoon
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
TONIK

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
Tealium

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!

 

Moderator:

 

Steve Pardue
Vice President, JAPAC
Tealium

 

Panellist:

 

Sonali Verma

Head, Customer Experience and Innovation, Regional Bancassurance, Asia

Manulife

 

Brendon Clark

Regional Data Architect Asia

AXA

 

Rajnish Kumar Singh

SVP-Head of Data Science and Analytics

Maybank

 

Chen Huaxing

Head of Data and Analytics

UOB Bank

 

Angeline Alexander

Head of HNW & Affluent Customer Segments

Prudential

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
Razer

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

 

Moderator:
Shyaam Krishnamoorthy
Advisory Lead
ThoughtWorks Southeast Asia

 

 

John Januszczak
President & CEO
UBX

 

Jakub Zakrzewski
GM, APAC
Revolut

 

Patsy Wang
VP, Digital Transformation, Group Consumer Financial Services
OCBC Bank

 

Azim Mithani
EVP
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
FORCS

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
Allianz

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.