CX 4.0: Experience Transformation & Service Excellence conference provides one-stop platform to explore ways to set new standards in customer experience and understand the min d of the customers and their evolving needs. Harnessing new technologies and approaches, delivering tomorrow’s experience today and cultivating loyalty is a vital driver of achieving success. This highly anticipated event is an excellent platform to network, exchange ideas, seek business opportunities and tap into the experience of key industry leaders. 

The customer service industry is experiencing the biggest digital shift and Customer Experience (CX) brand leaders seek to expand channels, leverage analytics, adopt automation, and integrate the front office with back office operations. CX pioneers should prepare for a surge in the adoption of disrupter technologies like artificial intelligence (AI), digital self-service, and bot tools as well as the need to hire data scientists to improve business intelligence and better enable consumers to get the right answer fast. 

This conference will help participants, with the right unified engagement strategy and delivery expertise, to unlock a treasure trove of transformational potential for optimising customer experience and balancing the cost of service with frictionless engagement.

About The Conference

The Speakers

Cindy Chastain

SVP, Customer Experience & Design

MASTERCARD, USA

Sudhanshu Shekhar

Head of Customer Experience

AMAZON, USA

Troy Barnes

Chief Customer Officer - Asia Pacific

PIZZA HUT, SINGAPORE

Olga Quiros

Director - Global Customer Operations

EXPEDIA, SINGAPORE

Namrata Jolly

Head Customer & Digital

PRUDENTIAL, SINGAPORE

Sean Chiu 

Head of UX Design

ALIBABA GROUP, CHINA

Rostin Javadi

Managing Director

ZALORA, MALAYSIA

Dylan Quah

Head of Customer Experience Projects Delivery

CELCOM, MALAYSIA

Fahim Murshed

Customer Experience Advisor

APPLE INC, AUSTRALIA

Marcus Terry

Director, Consumer Support & Head of Global

Customer Operations - APAC

LINKEDIN, SINGAPORE

Lolitta Suffian 

Head of Customer Experience 

Malaysia & Singapore

GRAB, MALAYSIA

Jessica Li

APAC Director of Customer Experience

JOHNSON & JOHNSON, SINGAPORE

Sarindar Frost

Senior Director - Customer Services

DHL ECOMMERCE ASIA PACIFIC

SINGAPORE

Wook Kwon 

Regional Head of eCommerce User Experience

LEVI STRAUSS, SINGAPORE

Key Benefits of Attending the Conference

Need more information on the conference?

About marcus evans:

10th - 12th April 2019 | Grand Copthorne Waterfront Hotel Singapore

Yoko Nogami

Customer Experience & Digital Director

PFIZER, HONG KONG

Maya Darian

Client Experience Director

GIVENCHY, UAE

Exclusive 3rd Day

Design Thinking Workshop

Design thinking nowadays is considered as a critical component of CX Strategy and the companies are looking at transforming to a human-centric business model. 

This workshop will actively engage participants in the steps of design thinking from immersion in the customer's world to mapping and analysing pain points and opportunities to prototyping and validating solutions.

Bronwyn Van Der Merwe

General Manager, Asia-Pacific

FJORD, AUSTRALIA

Ted Kilian

Director

FJORD, SINGAPORE

Facilitators:

Gold Sponsor

Media Partner

Freshworks Inc. is the leading provider of cloud-based customer engagement software. Freshworks’ is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. The company’s cloud-based suite of SaaS products is widely used by over 150,000 organisations across the world including Decathlon, Hamleys, Makemytrip, HP, Grofers, Teamviewer, and Cisco. Freshworks is featured in the Gartner Magic Quadrant for the CRM Customer Engagement Center category for 3 years consecutively.

Founded in 2011, CXPA is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. As a non-profit, the CXPA wants to help customer experience professionals make customer experience management an integral part of how their companies operate, and to enable them to embed its skill set across their organizations. Its goal is to break down the work, create standards and best practice approaches, and transfer those skills across the CXPA network. 

More information: https://www.cxpa.org/