8 June, 2022 | The Hilton Singapore Orchard

Join the most experienced CX practitioners and thought leaders for a day of inspiring keynotes, hands-on workshops and networking opportunities. This all-in-one conference will help you ELEVATE experiences for customers and employees in 2022 and beyond.

SOLD OUT!

12pm

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Registrations and Lunch

1pm

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MAIN STAGE

Welcome Address

David Blakers, Managing Director, APAC at InMoment

1:15pm

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The FUTURE of Customer Experience: How You Should Think About It and What You Should Know

Kristi Knight, CMO at InMoment

Customer experience (CX) has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes. This session was designed to shake up that perspective—CX leaders need a new paradigm of the total customer experience, not to mention connecting their programs to key business initiatives. And we're here to help! InMoment’s Global CMO, Kristi Knight, will show delegates how to move beyond collecting operational and customer feedback, toward building differentiation from competitors, and ultimately designing and innovating new revenue streams and customer segments for the future.

1:45pm

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NPS: More Than a Metric to Drive Customer Centricity

Alice Fok, Head of Customer, International and Marketing at HSBC

What is the Net Promoter System (NPS) and how does it help HSBC Singapore drive customer centricity across the whole company? Alice Fok, Head of Customer, International and Marketing at HSBC Singapore will share how HBSC uses NPS beyond a survey metric in its journey to build a world class customer centric organization.

2:15pm

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Voice of the Customers: Driving Change and Differentiation

Amy Loke, Chief Market Management Officer at Allianz

2:45pm

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Afternoon Tea and Networking

3:20pm

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Customer Led Expansion Strategy, How Foot Locker Elevates Omni CX When Expanding in Asia

Thomas Schmidl, Senior Director of CX & Sales at Foot Locker

Foot Locker, Inc. leads the celebration of sneaker and youth culture around the globe through a portfolio of brands including Foot Locker, Kids Foot Locker, Champs Sports, Eastbay, atmos, WSS, and Sidestep. With approximately 2,900 stores in 28 countries across North America, Europe, Asia, Australia, and New Zealand, as well as websites and mobile apps, the company's purpose is to inspire and empower youth culture around the world, by fueling a shared passion for self-expression and creating unrivaled experiences at the heart of the global sneaker community. Foot Locker’s Senior Director of CX & Sales, Thomas Schmidl, will describe how Foot Locker collects and acts on omnichannel customer feedback, localises global initiatives with a customer-focused lens, and how the brand uses that feedback to drive customer-focused growth in-region.

3:50pm

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AI in CX: Turning Blind Spots in Customer Data Into Transformative Business Insights

Eric Weight, VP Solution Consulting, APAC at InMoment

Organisations from both public and private sectors are turning to AI for its professed ability to help reduce costs, manage risks, streamline operations, accelerate growth, and fuel innovation. But in a world that is rapidly moving to AI-first, the professed benefits do not always match the expected outcomes and too often AI-powered technologies remain a shiny object on the shelf with no tangible financial benefit to the organisation. In this presentation, InMoment’s VP of Solution Consulting, APAC, Eric Weight will run you through the ins and outs of AI in CX, the key reasons why AI investments often fall short and what CX professionals can do to maximise their investment.

4:20pm

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Closing Address

David Blakers, Managing Director, APAC at InMoment

Customer Expectations Are Changing Fast—Do You Have A Plan to Stay Ahead of Them?

2020 and 2021 flipped experiences on their heads, forcing organisations to rethink their approach to relationships and accommodate new customer expectations. Today more than ever, listening to customers, employees and the broader market is vital to organisational survival while understanding and responding in real time and at scale can make the difference between survival and success.

On 8th June, we are bringing together the people, resources, and case studies across all disciplines of the experience improvement framework, discussing the trends and ways to anticipate your customers’ needs and elevate your customer experience program in 2022 and beyond.

Why Attend?

InMoment
Network with CX Leaders
InMoment
Award-Winning Speakers
InMoment
4 Hours of Practical Learning
InMoment
Interactive Demonstrations
InMoment
COVID-Safe Conference
InMoment
Latest CX Trends

Who’s Joining Us?

Chief Customer Officers
Customer Experience Directors
Head of Customer Experience
Customer Insights
Customer Loyalty
Customer Service
Voice of Customer Programme Manager

Hilton Singapore Orchard

What Are the Event Details?

Wednesday, 8th June 2022
The Hilton Singapore Orchard
Mandarin Wing, level 35

 

Conference: 12:00pm—4:30pm

Which of These Describes Your CX Program?

01

Kicking Off
Design a customer experience program from the ground up, with an emphasis on a strong foundation. This will ensure your program is pointing to ROI from the start.

02

Embedded, But Disconnected
Discover the “why” behind your customer data, which will help establish buy-in across the business. When people start seeing real customer improvements, momentum is inevitable.

03

Mature and Thriving
You’ll learn how to encourage a culture of action and prove the return on customer experience investment—whether that’s customer retention, customer acquisition, or reducing costs.

Change Region

North America
United States/Canada (English)
Europe
Dach (Deutsch) United Kingdom (English) France (français) Italy (Italian)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)