Discover the Power of Artificial Intelligence, Text Analytics and How Leading Brands Leverage Omni-Channel Consumer Signals to Improve Experiences
24 March, 2023 | JW Marriott Hotel Singapore South Beach
Join us at XI Forum Singapore to hear from the leading Consumer Insights and Customer Experience experts across Asia as they share industry secrets, insights into what makes their programs successful with AI-powered technology. The XI Forum Singapore is guaranteed to leave you with practical takeaways to kick-start your year.
Agenda
Join a line up of award-winning speakers from some of the world's most renowned brands
9:15 am

Humanising Customer Experience at Scale: Striking the Right Balance with Emerging Technologies
Sam Middleton, Vice President Product Marketing at InMoment
InMoment’s Vice President Product Marketing, Sam Middleton, will tackle the evolution of CX and the role that the latest and greatest technology is playing within it. This session is designed to explore what the intersection between emerging technologies and what it means for customer experience and how companies like yours can leverage ChatGPT, predictive simulations, AI-based intent models (and more!) to humanise experiences for their customers.
9:45 am

Driving Business Transformation Through Customer Insights
Sylvain Pingont, Digital Marketing and Customer Excellence Manager, SEA and Taiwan at KARL STORZ
Driving exceptional customer experiences has always been important to the regional KARL STORZ team, but the manufacturer knew the next step in improving experiences was to directly connect with customers, giving them a stronger voice and ability to impact the company’s direction. Sylvain Pingont, KARL STORZ's Digital Marketing and Customer Excellence Manager will take you through how to reduce risks and use VoC data to move the business forward and improve customer experiences at the same time.
10:45 am

Loyalty in Uncertain Times: A Guide to Building Trust and Resilience
Ron Nevis, Associate Partner at Bain & Company
In an era of rapid digital transformation and multiple global crisis, the importance of establishing and maintaining loyal customer relationships is more critical than ever. Ron will present best practices from leading companies across the world that have adapted their strategies and developed tactics to ensure future business success in a changing world.
11:15 am

Launching and Scaling a Global CX Program, One Internal Champion at a Time.
Tabia Chui, Manager, Retail Promotions Department at ASICS
In 2019—after running a mystery shopping-based program across its various stores for several years—ASICS recognised the need for a more organic and actionable approach to customer experience. But launching a CX program that purposely drives positive change is no easy task, especially when your internal audiences span digital teams, store managers, franchise partners, senior executives and more. In this session, ASICS Retail Promotions Department Manager, Tabia Chui, will talk us through the ASICS Customer Experience program's launch—explaining how to identify and win the heart of internal champions, leverage the support from the wider business to boost internal engagement and scale the impact of your experience improvement initiatives across audiences and geographies.
11:45 am

A Practical Guide for Using AI to Strengthen Customer Signals for Maximum CX Impact
Eric Weight, VP Solutions Consulting, APAC at InMoment
An organisation's ability to gather, analyse and act on customer feedback is the cornerstone of any winning CX strategy. But with more than 80% of customer data living outside of surveys, CX professionals face the mammoth challenge of accessing, consolidating and making sense of that data from dispersed sources to enable positive customer experiences. In this session, InMoment's VP of Solution Consulting, APAC, Eric Weight, will run you through practical ways organisations can expand, integrate and analyse customer feedback using AI—all with the intention to maximise the ROI from your program.

Intelligent, Integrated, Future-Ready
On March 24th, we’ll be uniting experience improvement professionals who’ll share how to move beyond a siloed view of the world to find creative new ways of connecting data, people, and decisions—aligning organisations around one revolutionary goal: experience improvement.
Join an award-winning lineup of CX professionals to accelerate your program growth by learning from their stories and discovering how they overcame challenges faced across the industry.
By attending XI Forum, you’ll discover how to gain deeper insights into your customers, resulting in better experiences and improved business outcomes for your organisation.
Why Attend?





One conference, hundreds of applicable takeaways
The XI Forum is jam-packed with real-life stories, hands-on demonstrations, workshops and interactive opportunities to help you get real value and applicable knowledge. Some of the topics covered include:
– Artificial Intelligence
– Text Analytics demonstrations
– Expanding customer signals
– Understanding, visualising and operationalising consumer insights for growth
Discover resources, case studies, frameworks and methodologies to apply to your own customer experience and insights program from day one.

Moments
Don’t take our word for it. CX leaders from across the region experienced the XI Forum 2022 in Sydney and Singapore, here is what they say…

What Are the Event Details?
Friday, 24 March, 2023
JW Marriott Hotel Singapore South Beach, 30 Beach Road, access via Nicoll Highway, Singapore 189763
8:30am-1:30pm