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CX 4.0: Experience Transformation & Service Excellence
A one-stop platform to explore ways to set new standards in customer experience and understand the mind of the customers and their evolving needs.
4th -6th November, Virtual
Singapore Standard Time (SST)
marcus evans Pan Asian
Very interesting topics chosen, very informative and provided important and diverse perspectives.
Singapore Tourism Board
Diverse speakers from a variety of industries, each with unique insights on making CX better.
L’occitane SG
Overall communication, coordination and organization of the event has been commendable. Quality of speakers is value adding.
Amazon
An Interview with Olivia Kosasih, Former Direct Marketing & CRM Domain Leader,
bp Australia
Ahead of the CX 4.0 conference, we spoke to Olivia Kosasih in an depth industry insight on Customer Experience and the challenges faced on certain issues in today's day and age. Marcus Evans 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.
What are the current top 5 challenges faced by Customer Experience Officers (CXOs) in the region today ?
VISION
Establishing and unifying CX vision amongst C-suites of what this vision looks like and to live/enact this vision.
CULTURE and PROCESS
RETURN on INVESTMENT
“Show me the money – NOW!”
What are some effective employee engagement strategies that could be implemented to deliver a seamless CX journey?
How important is it to augment customer interactions using AI and Intelligent Assistants?
Industry and target audience dependant.
AI and machine learning are excellent enablement tools which can help organisations respond to their customer needs faster and efficiently however this won’t 100% replace the need for emotional interactions where we see a lot within the luxury industry – apparel segment and persona banking – first home loan.
Why is it important to be open to transitioning from Online vs. Mobile to Browser vs. App in the digitalisation of CX?
We are living in omnichannel word where customers touch points are fragmented between various channels thus organisations are encouraged to be nimble when it comes to establishing these channels in their digital roadmap.
What are the steps to empowering customers to become more digital self-service customers?
In your opinion, where does the customer experience end or do you think it should be an endless journey?
Customer experience should be an endless journey from the minute a customer learns about the brand and leaves the brand. By having this endless customer experience journey, this will ensure a brand stays congruence with its essence no matter where a customer is at in his/her lifecycle.
You will be presenting at the upcoming event. Which topic (other than your own) interests you most? Why?
Using technologies such as IoT and AI to enhance CX.
Why you should attend this marcus evans conference?
Gain insights into best practices including :
Showcasing global practitioners and trendsetters :
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What our delegates think of us :