CEMA

The #1 customer experience event in Asia is back and once again
is BIGGER, BETTER and UNPARALLELED in every way…
Save up to S$1300 when you
register before 3rd JulySite Tour: 31st August
Pre-Conference Workshop: 1st Sep
Main Conference: 2nd & 3rd Sep
Post-Conference Workshop: 4th Sep
Venue: One Farrer Hotel & Spa, Singapore
Shep Hyken
Chief Amazement Officer
New York Times and Wall Street
Journal Bestselling Business Author
National Speaker Association
Hall of Fame Lifetime
Achievement Award
World’s Leading Customer
Service Expert
Even for someone like me who
might be considered a veteran in the
business, I can still find nuggets of
truth that will help me further reinforce
that we do and I think this is the true
value of this CEM conference.”
Michael Lee, CIO, Banyan Tree
Researched & Developed by:
Daniel Lee, Senior Director -
Digital Experience Lead APMEA
McDonald’s Corporation
Douglas Lim, Global Head of
Customer Service
Midea Group
Mark Weinstein,
Founder & CEO
MeWe
Rajeev Mahajan, Group Digital CIO /
Chief Digital, Design & Data Office
Arab Bank
Cahyadi Poernomo, Group Head Customer
Value Management
Indosat
Ravi Kumar,
Chief Operating Officer
PT. Mitra Adiperkasa
Kunal Mehta, Head of IT
Star Bazaar
Brendan Leece, International Customer
Experience Manager
E.ON Energy
Shailesh Chopra, Director, Vendor Service
Relationship GTO DeAWM
Deutsche Bank
David Lee, Head of eCommerce
Electrolux Victor Cui, CEO
ONE Championship
Louise Long, Head of Customer
Experience Design NABLabs
National Australia Bank
Start the discussion now! Connect with your peers across our multiple channels
DEFINING THE FUTURE OF CUSTOMER EXPERIENCE IN ASIA
Excellence in Customer
Experience Asia Awards
Details on Page 3
Featuring
Site Tour of Singapore Zoo Lego Serious Play Workshop
PIC & HRDF
claimable

Media Partners
T : (65) 6722 9388 F : (65) 6720 3804 E : enquiry@iqpc.com.sg W : www.customerexperienceasia.com2
Dear CX Enthusiast,
On behalf of our CEM team, I’m delighted to welcome you to
CUSTOMER EXPERIENCE ASIA SUMMIT 2015, a week of learning,
networking and celebrating excellence in CEM from 31st Aug –
4th Sep at One Farrer Hotel Singapore.
Most organizations understand the importance of customer centricity.
After all, the last remaining competitive differentiator is customer
experience. But actually embedding customer experience into the
fabric of an organization and ensuring that it’s a driving force is
another story. Customer Experience Asia Summit is your opportunity
to gain the skills and insight needed to transform the customer
experience from the outside in.
Customers are now defining the game and setting the vision for
service excellence in a digital world. Smart companies are assessing
and delivering on what customers expect and how they want to be
serviced. Personalization will be the differentiator now and in the
future.
CEM Asia will share inspirational stories and action strategies from
over 28 organizations that have enhanced customer and employee
engagement with proven business results. Here’s your chance to be
the hero of your company. Discover how to change process journeys,
create 1 on 1 experience, and achieve mass personalization in a digital
world.
Register today! I look forward to seeing you at the event.
Sincerely,
Nazrul Aman
Customer Experience Asia
LEGO® SERIOUS PLAY® WORKSHOP an innovative, experiential process
designed to enhance innovation and customer experience.
“You can learn more about a person in an hour of play than you can
from a lifetime of conversation”- Plato
SHEP HYKEN THE WORLD’S FOREMOST AUTHORITY IN CUSTOMER
SERVICE & LOYALTY sharing best practices and tips to create amazing
customer satisfaction.
THE FIRST EVER CHIEF INFORMATION OFFICER SESSION focused on
driving customer experience through technology
BRAND NEW TRACKS FOCUSED on Social Media, Big Data & Analytics,
Contact Centre, Customer Journey Mapping, Voice of the Customer,
Brand Management, CRM & Loyalty
NEW MOBILE APP allowing you to network and connect before, during
and post the event
SINGAPORE ZOO SITE TOUR first-hand experience of creating the best
visitor experience journey
ROLLING OUT THE RED CARPET FOR THE CUSTOMER EXPERIENCE
SUMMIT “EXCELLENCE AWARDS CEREMONY”.
Join our evening gala dinner and celebrate your team’s success
REAL-TIME AUDIENCE FEEDBACK & BENCHMARKING TECHNOLOGY
NEW FOR 2015

3 To attend the Awards Gala Dinner see page 15 or contact us at info@iqpc.com.sg
You are cordially invited to
CUSTOMER EXPERIENCE ASIA
EXCELLENCE AWARDS
WEDNESDAY, SEPTEMBER 2, 2015
Apply today in 3 simple steps:
1. Visit: www.customerexperienceasiaawards.com
2. Download the application forms
3. Submit the application via email: cemasiaawards@iqpc.com.sg
Deadline for submission 17th July 2015.
Buy your ticket now:
The Awards Finals will be held on Wednesday, September 2nd 2015 at One Farrer
Hotel, Singapore.
Join your peers, finalists, judges, sponsors, guests and let your hair down in an
evening of laughter and entertainment.
Limited Awards Gala Tickets Available! Make sure to purchase your awards
tickets for only S$299 or bring your entire team of 10 for S$2500.
The Excellence Awards are established
around six categories that showcase
the core competencies of customer
experience.
Best Customer
Experience Award
Best Contact
Centre
Best Digital
Experience
Best Customer
Experience Team
Best Social Media
Strategy
Best CEM
Technology
Want to sponsor the Awards?
Contact us at sponsorship@iqpc.com.sg

4 T : (65) 6722 9388 F : (65) 6720 3804 E : enquiry@iqpc.com.sg W : www.customerexperienceasia.com #CEMAsia
OUR DISTINGUISHED SPEAKER LINE-UP INCLUDES:
Shep Hyken
Shep Hyken is a New York Times
and Wall Street Journal bestselling
author and has been inducted
into the National Speakers
Association Hall of Fame for lifetime
achievement in the speaking
profession. His articles have been
read in hundreds of publications,
and he is the author of Moments
of Magic®, The Loyal Customer,
The Cult of the Customer, The
Amazement Revolution and Amaze
Every Customer Every Time. He is
also the creator of The Customer
Focus™ program, which helps
clients develop a customer service
culture and loyalty mindset. Some
of his clients include American
Airlines, AAA, Anheuser-Busch,
AT&T, AETNA, Abbott Laboratories,
American Express and that’s just a
few of the A’s!)
Cahyadi Poernomo
Group Head Customer
Value Management
Indosat
Kunal Mehta
Head of IT
Star Bazaar
(A Trent Hypermarket &
TESCO enterprise)
Victor Cui
CEO
ONE Championship
Mark Weinstein
Founder & CEO
MeWe
David Lee
Head of eCommerce
Electrolux Asia Pacific
Brendan Leece
International Customer
Experience Manager
E.ON Energy
Louise Long
Head of Customer
Experience Design
National Australia
Bank Limited
Simon Lee
Regional Director Asia
Interactive Intelligence
Hussain Afeef
Director of Training,
Development and
Quality Assurance
LUX*
Maldives
Ravi Kumar
Chief Operating Officer
PT. Mitra Adiperkasa
Prashant Hoskote
Senior Director Quality
and Service Excellence
Max India Group
Ankit Lal
Head of Social Media
and Campaign
Evangelist
Aam Aadmi Party
Philip Joseph
Contact Centre Director
Ooredoo
Raymond Teo
Certified Lego Serious
Play Facilitator and
Regional Six Sigma
Master Black Belt
Linde Gas Asia
Daniel Lee
Senior Director - Digital
Experience Lead
APMEA
McDonald’s Corporation
Deepak Sharma
EVP and Head of Digital
Initiatives
Kotak Mahindra Bank
Sunil Narang
VP Services
Business APAC
Kodak
Roy Hoh
Director, Customer
Care & Customer
Experience, APAC
IHS
Shailesh Chopra
Director, Vendor
Service Relationship
GTO DeAWM
Deutsche Bank
Roman Nedielka
Group Director
Customer Experience
Etisalat Group
Dr Jason Price
Management
Consultant
Price Perrott Limited
Edwin Shao
Head Data Scientist
Asia Miles Limited
Rajeev Mahajan
Group Digital CIO /
Chief Digital, Design &
Data Officer
Arab Bank
Ramesh
Narayanaswamy
CIO
Singapore Post
Isabel Cheng
Chief Marketing Officer
Wildlife Reserves
Singapore
Douglas Lim
Global Head of
Customer Service
Midea Group
Sareena Baldhiraj
Regional Manager,
Customer Support
Operations APAC
TripAdvisor
Benjamin William
Secretary General & CEO
Singapore Red
Cross Society
João Marcelo Rocco
Vice-President, Global
Brand Experience and
Consistency
Accor Hotels Luxury
and Upscale Brands
Claire Sporton
Vice President,
Customer Experience
Management
Confirmit

SITE TOUR AND LEGO SERIOUS PLAY WORKSHOP
Monday, 31st August 2015
HERE’S YOUR OPPORTUNITY TO VISIT
SINGAPORE ZOO AND SEE
CUSTOMER EXPERIENCE IN ACTION
Customer Insights using LEGO®
SERIOUS PLAY®
Best in Class Singapore Zoo Site Tour Workshop A
Registration begins at 9:00AM and
bus leaves promptly at 9:30am.
“You can learn more about a person in an hour of
play than you can from a lifetime of conversation”
- Plato
0900hrs – 1300hrs 1400hrs – 1800hrs
About the Site Tour:
Designing the ultimate customer experience
One of the most effective approaches to improving your customer experience is to see first-
hand how leading organizations design, operate and improve their customer experience.
Take a look behind-the-scenes at Singapore Zoo to see how they create immersive
experiences for their customers. What goes into designing the nine-time winner of the
coveted Best Leisure Attraction Experience? Singapore Zoo has been known to have among
the most beautiful settings in the world, where animals roam freely in open and natural
habitats.
Whether you travel on-board one of our guided trams or trek on foot at your own leisurely
pace, your experience will take you through some of the most distinctive global wildlife
habitats of the world.
Our tour will start with a video presentation highlighting the concept and design behind
the creation of the experience of visiting the park. Find out how voice of the customer is
collected through various channels and touch points.
The Tour portion will include a guided walk-around tour of the enhanced features of the
park and will have an inside look at the culture, technology and strategy that goes into
developing the best experience. Discover how the customer experience is built around these
touchpoints:
Ticketing plaza at Zoo entrance (online ticketing services)
Retail shop & Digi Photo (retail experiences)
Otter (way finding, signage)
Towards Tiger Exhibit (interpretive theming)
Shaw Foundation Amphitheatre
LEGO® SERIOUS PLAY® is an innovative, experiential process designed to enhance
innovation and business performance. Based on research that shows that this kind of
hands-on, minds-on learning produces a deeper, more meaningful understanding of the
world and its possibilities, LEGO® SERIOUS PLAY® deepens the reflection process and
supports an effective dialogue – for everyone in the organization.
The interactive workshop allows participants to visualize the wide impact of their customer
experience programs and identify potential problems and gaps that might otherwise not be
obvious. In this workshop you will participate in a corporate role play exercise that will tackle
an actual entire customer experience journey.
Join us to have some fun with LEGO® SERIOUS PLAY® and the Customer Journey
Think through the emotional journey of your customer as they interact with your product
Strategies to create low investment, rapid customer feedback processes
Think through innovative research methods
Workshop Leader:
Raymond Teo, Certified Lego Serious Play Facilitator and
Regional Six Sigma Master Black Belt, Linde Gas Asia
Raymond is a Certified LEGO® Serious Play facilitator, and uses this powerful facilitation
technique in strategy development, team building and visioning. Raymond Teo is a
seasoned and well-rounded Lean Six Sigma practitioner with extensive experience from
organizations such as Caterpillar, Eastman Chemicals, Royal Bank of Scotland and ANZ
Bank.

We know your challenges are unique. That is why we are giving you five options of ground-breaking workshops over three-days. We tackle the most pressing and relevant
issues for Customer Experience Leaders and Champions today. These highly interactive exercises deep-dive into case studies and engaging discussions. To promote maximum
interaction and value for your investment, workshops are limited to a small number of participants. You can look forward to lively discussions, networking with peers and
sharing of ideas and information.
Do not miss out on this opportunity, register for the workshops today! Course material and refreshments will be provided during the sessions.
0900hrs – 1130hrs | Workshop B
Building a Customer Centric Organization
from the Ground Up
Learn how to set the stage for your organization to become
more customer centric with a presentation by Louise Long,
who can share both her experiences at National Australia
Bank as well as her wealth of knowledge in customer
experience.
Louise will share insights on creating the customer
centered mind shift including:
Communication and engagement
Customer conversational intelligence
Insights & action planning
Aligning executive, mid-level management and working
teams
Making measure and metrics really work
Louise Long, Head of Customer Experience Design,
National Australia Bank Limited
1230hrs – 1500hrs | Workshop C
How to Identify Business Processes and
Performance Measures from Your Customer’s
Perspective
Customers are the lifeblood of any business. To retain
customers, a business needs to meet and even exceed its
customers’ expectations. But are your business processes
designed to achieve this? Have you kept the customer’s
perspective in mind while designing processes and defining
performance measures?
The interactive workshop will use live business examples
to show how you can identify and design your business
processes and performance measures from your
customer’s perspective.
Learn how you can meet customers’ expectations
through excellence in your processes and service
delivery.
Understand how to align your customer’s needs with
your process to enhance the customer experience?
Understand the importance of benchmarking progress
and realigning your business processes to ensure
customers satisfaction.
Discover how you can deliver substantial value to your
customers through data-driven business process.
Shailesh Chopra, Director, Vendor Service Relationship
GTO DeAWM, Deutsche Bank
1500hrs – 1730hrs | Workshop D
Creating A Better Customer Experience by
Improving Complaint Management Performance
Delivering outstanding customer service isn’t just
about getting it right first time – it’s also about how you
recover when things don’t go well. Customer complaints
management is at the heart of business improvement and
it’s essential to creating a winning customer experience.
In this practical workshop, we’ll look at the fundamentals
of what it takes to ensure your customer service operation
is providing world class standards of complaints
management.
You’ll learn about:
The role of complaints in improving the customer
experience and your business performance
The strategic value of complaints. How complaints data
links your strategy and customer experience, and gives
you the information you need to improve performance
efficiency
The new international standard for complaints
management, ISO (AS/NZ) 10002:2014. How does
it help and what should you do to bring your service up
to the latest ISO standards?
Human factors in complaints. What research tells us
about customer behaviour, its impact on your staff and
the key role managers play in creating a positive culture
for complaints.
Using practical examples and the results of Price
Perrott’s benchmark survey of conference delegates,
you’ll develop an action plan for a better customer
experience by improving your complaints performance.
Dr Jason Price, Management Consultant, Price Perrott
Limited
PRE-CONFERENCE WORKSHOPS
Tuesday, 1st September 2015

07:30 Registration and Refreshments
08:30 Welcome Address by Customer Experience Asia
08:40 Opening Remarks from the Chairperson
09:00
OPENING BIG IDEA KEYNOTE
Creating “Moments of Magic,” Customer Loyalty, Excellent Customer Service & Customer Relations
Shep Hyken
New York Times and Wall Street Journal Bestselling Business Author
National Speaker Association Hall of Fame Lifetime Achievement Award
World’s Leading Customer Service Expert
10:30 Morning Tea and Networking Break
11:00 Customer Experience Benchmarking (1)
Discover where you stand in terms of customer experience management through our anonymous benchmarking polling sessions. Using our interactive event app we will be asking the audience the
questions you want answered on topics such as how to measure the ROI of CEM, who owns CEM in your company, which metric is the most effective and how advanced your data analytics strategy
is? This is an exclusive chance for you to access free of charge and up-to-the minute benchmarking information and help establish your next move forward.
The Future of CEM
11:10 Visionary Keynote: Secrets to the McDonald’s Digital Customer Experience
When it comes to creating amazing customer experience, McDonald’s takes it as seriously as their burgers. Having a vast amount of data from their omni-present feedback channels, McDonald’s
latest initiatives “Create your own burger” and “ibeacon” has left customers and competition amazed.
• Learn how McDonald’s digital revolution uses technology as an enabler to position itself from a vanilla fastfood chain to one with a gourmet touch.
• With the first roll out of the ibeacon initiative coming up, be one of the first to discover how McDonald’s have managed the convergence of the digital and physical experience.
Daniel Lee, Senior Director - Digital Experience Lead APMEA, McDonald’s Corporation
The Customer Focused Technology
11:50 Delivering the Human Experience in a Digital Era
• How Arab Bank’s customer-centric thinking guides their self-service and digital platforms.
• With simplicity as the guiding principle, learn how Arab Bank helps their customers use their platforms in the easiest and most convenient way.
• Find out how technologies like cloud, big data and “The Internet of Things” are making it possible to connect the dots to better understand customers and improve their experience.
Rajeev Mahajan, Group Digital CIO / Chief Digital, Design & Data Officer, Arab Bank
12:30 Case Study: How Trent Hypermarket Utilized VoC to Develop A Customer-Centric Technology Platform Improving Loyalty Across the Organization
• Learn how Trent Hypermarket utilized a customer satisfaction survey to identify e-commerce and mobile app services that are a “must have” vs. a “good to have”.
• Discover how Trent Hypermarket segmented their markets across regions, states and size to deliver outstanding customer service for end-customers, partners, suppliers and their workforce.
• Find out how Trent Hypermarket seamlessly manages their loyalty programs across channels, online and offline.
Kunal Mehta, Head of IT, Star Bazaar (A Trent Hypermarket & TESCO enterprise)
13:10 Lunch and Networking Break
CONFERENCE DAY ONE
Wednesday, 2nd September 2015

14:30 STREAM A
Engaging the Customer on the Social
and Digital Frontier
STREAM B
Customer Journey Designs
STREAM C
Building a Great Brand Experience
STREAM D
Voice of the Customer
Case Study: Transforming the Banking
Experience through Facebook
Transfer money through your Facebook – Kay Pay
is the latest innovation by Kotak Mahindra Bank,
the World’s First Agnostic Instant Funds Transfer
Platform using Facebook.
• Learn how Kotak Mahindra infuses digital
with the physical experience for its millennial
customers.
• Understand how 250 million account holders can
transfer funds to each other without net banking
nor needing to know the details for the payee,
i.e. simply choosing who they want to transfer to
from their Facebook friends list.
• Discover what the challenges were and how
Kotak has tapped into the new millennials
through leveraging social media to offer better
and secure payments to all.
Deepak Sharma, EVP and Head of Digital
Initiatives, Kotak Mahindra Bank
Case Study: Building A Multi-Channel Delivery
Model for the Future
The growth of smart technology has
enabled customers to move from traditional
communication channels to mobile and the web.
To deliver true value for consumers, your business
now needs to offer flexible and scalable touch
points allowing customers to get in-touch when
and how they want. This also includes building in
strategies that ensure a low effort and convenient
response channel for customers.
• Understand the evolving needs of your
customers and creating a flexible delivery
strategy to increase engagement.
• The demand for interactive and customized
communication channels is changing business
dynamics. Are you engaging the customer on all
channels?
• Discover how you can leverage on smart
technology to enhance the experience across
your delivery touch points.
Ramesh Narayanaswamy, CIO, Singapore Post
Case Study: Learn How ONE Championship
Delivers on its Brand Promise to Create Customer
Loyalty
Your brand creates expectations, defining who
you are, how you operate, and how you’re different
from your competitors. Your brand image is
a promise which must be delivered through
customer experience. You need to actively
reinforce your brand at all touch points or risk
loosing everything.
• Learn how ONE personalized the customer
experience; it’s all about emotional engagement.
• Find out how ONE achieved phenomenal
customer retention and exponential growth by
adopting a two-pronged marketing approach
with market segmentation and targeted
strategies which have successfully engaged its
client-base.
• Discover how ONE developed a loyal following by
“making their special communities feel special”.
• Understand how ONE embraced social media as
one of its primary go to market tools.
Victor Cui, CEO, ONE Championship
Case Study: Hear How Max India Group’s VoC
Program Has Been A Game Changer in the
Boardroom
Well on their way to achieving their vision to
be “one of India’s most admired corporates for
service excellence”, Max India has won awards in
delivering best service to their customers through
technology and clever strategy.
• Learn how they made CX a key boardroom topic
with buy-in from all top management.
• Find out how Max Life, the largest private life
insurance company in India, through their VoC
program proactively engages the customer.
• 30 minutes! That’s the promise to every
customer that their medical insurance claims
will be processed and replied to once Max
receives it. Discover their success story.
Prashant Hoskote, Senior Director Quality and
Service Excellence, Max India Group
15:00 Case Study: How the Red Cross Connection
Mobile App Reinvents Customer Experience for
the Digital Era
In a complex world, the mobile app provides the
simplicity demanded by customers. To step up its
digital reach and continue its campaign to attract
and engage the younger generation, Singapore
Red Cross launched its Mobile App, “Red Cross
Connection” which is touted as the world’s first
crowdsourcing app for blood donation.
• Discover how the Singapore Red Cross through
their mobile apps reaches out to its customers
enhancing their experience.
• Learn how Red Cross Connection drives
processes by engaging young blood donors to
connect with each other, share information and
motivate others in the community to participate
in blood donation exercises.
Benjamin William, Secretary General & CEO,
Singapore Red Cross Society
Case Study: Discover How NAB’s Customer-
Centric Design Creates Delightful User
Experience
• Discover NAB’s journey to collaborative,
participatory “design thinking” in the last 4 years
• Learn how NAB’s customer experience design
helps create tailored user experience for different
customer segments
• Presenting NAB’s “Target Customer Experience”
tool that is helping us embed customer thinking
across NAB
• Distinguishing gaps in the customer journey
between devices, departments and channels
Louise Long, Head of Customer Experience
Design, National Australia Bank Limited
Delighting Your High-Value Customers to
Enhance Their Lifetime Value and Profitability
(Upselling and Cross Selling)
• Finding effective ways to increase the spend
of your existing high value customers and
re-engaging with them at the right time for
upsell and upgrades
• Optimizing real-time data and proactive
engagement of high-value customers to
enhance customer experience
• Identifying strategies to attract new high-value
customers through upgrading medium-value
customers or effective NPS
Cahyadi Poernomo, Group Head Customer Value
Management, Indosat
Embracing Customer Feedback to Create
Strategic Business Insights
• How can you leverage on feedback to improve
your service levels?
• Learn how you can effectively manage feedback
to drive positive customer experience.
• Exploring alternative channels to address
customer feedback.
• Overcoming barriers to collecting feedback. How
do you make it easy for the customer to share
their feedback?
Sareena Baldhiraj, , Regional Manager, Customer
Support Operations APAC, TripAdvisor
CONFERENCE DAY ONE

15:30 Afternoon Tea and Networking Break
16:20 INTERACTIVE DISCUSSION GROUPS (See Roundtable details on p13)
Our peer-to-peer interactive discussion sessions are designed to provide an open forum to discuss your challenges and potential solutions. These sessions are the perfect way to dig a little deeper
into topics and learn new strategies by sharing ideas in interactive groups. And the best thing is, over the course of the two-day you get to choose three topics that suits you best. Take a good look
through the list below and then get ready to get involved.
17:20 KEYNOTE: The Rise of the Privacy Revolution: How MeWe Pioneers “Privacy by Design”
A 2014 Harris Interactive poll showed that almost every American (99%) cares about their online privacy, with 71% saying they ‘care deeply’. A TRUSTe 2014 Privacy Index revealed that 76% of
Internet users claimed they were more likely to check websites and apps for privacy certification or seals.
With the rise of the mobile generation, how are organizations treating their data? The amount of data collected has risen phenomenally over the last decade, with analytics proving helpful in
increasing sales and improving customer experience.
Learn how Mark through listening to the voice of the customer created the world’s first private collaboration platform that groups your real life communities in one convenient place. Discover how
MeWe grows and retains their satisfied and loyal customer base through predicting and proactively addressing the needs of their customers.
Mark Weinstein, Founder & CEO, MeWe
18:00 Closing Remarks from the Chairperson & Hosted Evening Reception
18:30 CUSTOMER EXPERIENCE ASIA EXCELLENCE AWARDS CEREMONY AND GALA DINNER
We are committed to continuously increasing the value the Summit delivers, and are delighted to announce the launch of the Customer Experience Excellence Awards and Gala Dinner!
The Customer Experience Awards celebrate and promote excellence in customer experience. The Awards aim to support organizations and businesses that wish to promote an exceptional
customer experience and resultant competitive advantage. The Awards are also a vehicle to sharing best practice and for promoting continuous improvement, learning and personal
development.
This is the opportunity of the year to showcase and gain recognition for your hard work and great results within customer experience!
ROUNDTABLE 1 ROUNDTABLE 2 ROUNDTABLE 3
Communicating with Customers Across Channels – Best Practices
for Email, Chat, Mobile App, IVR automation and Social Media
Discussion Leaders:
Sunil Narang, VP Services Business APAC, Kodak
Value in the Voice of The Customer
Discussion Leaders:
Roy Hoh, Director, Customer Care & Customer Experience, APAC,
IHS
Investing in the Digital Lifecycle and Transforming Customer
Experience
Discussion Leaders:
Deepak Sharma, EVP and Head of Digital Initiatives, Kotak
Mahindra Bank
Customer Insights and Analytics
Discussion Leaders:
David Lee, Head of eCommerce, Electrolux Asia Pacific
Discussion Leaders:
Douglas Lim, Global Head of Customer Service, Midea Group
Creating a Customer-First Culture that Inspires World-Class
Performance and Service Excellence
Discussion Leaders:
Shailesh Chopra, Director, Vendor Service Relationship GTO
DeAWM, Deutsche Bank
CONFERENCE DAY ONE

08:00 Registration and Refreshments
08:40 Welcome Address by Customer Experience Asia
08:50 Overview of Day 1: Remarks from the Chairperson
Highlights of the Excellence in Customer Experience Asia Awards Gala
The Power of Social Media – Creating New Destiny
09:00 KEYNOTE: Case Study: Learn How Social Media Changed the Destiny of 10 Million People
The Aam Aadmi Party created history on 10th February in the capital city of the largest democratic country in the world, by winning 67 of Delhi’s 70 seats. The massive sweep is now, in part, being
attributed to its successful and well-planned social media campaign.
Discover how the AAP listened to the real voice of the customer, in this case, citizens by creating a research tool to scout thousands of social media posts to access public opinion, which helped
shape its massive 70-point agenda for its manifesto that promised to deliver what the “customer wants”.
Learn how AAP, cleverly used Twitter which it considered “more organic (and) a more direct medium to engage in discussion, debate and reasoning” and felt it was more suitable a medium “to
change public perception”.
Ankit Lal, Head of Social Media and Campaign Evangelist, Aam Aadmi Party
09:40 Case Study: Building a Sustainable Service Culture as your Competitive Differentiator
Striving to the be an employer of choice in the world’s most competitive hospitality destination is not an easy feat. With over 112 resorts & hotels in the Maldives, discover how LUX*
Maldives service
culture enabled them to climb 54 ranks to be the 4th most recommend hotel on TripAdvisor (against 171 registered hospitality service providers) in a span of just 2 years.
· How can you cultivate a company culture that consistently drives towards creating a delighted customer and steps to take in building a powerful service culture transformation.
· Creating and developing an innovative and competitive service culture for maximum guest and team engagement.
· Empowering employees: Creating a balanced CEM framework which allows Team Members the opportunity to go beyond and consistently deliver outstanding service at LUX*
Maldives.
Hussain Afeef, Director of Training, Development and Quality Assurance, LUX*
Maldives
10:20 Driving true customer-centric transformation through data and voice of the customer
Claire Sporton, Vice President, Customer Experience Management, Confirmit
10:50 Morning Tea and Networking Break
It’s been terrific. I attended some of theworkshops they were fantastic, eye opening. I always like walking away from these
things and having a slightly different perspective than what I came in with. That’s certainly what I got out of it...”
Andrew Jeffree, Head of Retail Contact Centre APAC, ANZ
CONFERENCE DAY TWO
Thursday, 3rd September 2015
Discussion Leaders:
Discussion Leaders:
IHS
Experience
Discussion Leaders:
Mahindra Bank
Discussion Leaders:
Discussion Leaders:
Discussion Leaders:

12:00 STREAM A STREAM B STREAM C
Big Data & Analytics CRM & Loyalty Improving CEM at your Contact Centres
Case Study: Capitalizing on Digital Social Commerce, Big and
Small Data for Electrolux Mobile Social Shopping Experience
Using omni-channel data to migrate shoppers to customers
and finally to advocates.
• How can you create “Big Content” by using data to trigger retail
shopping impulse?
• Learn how to integrate small and big data into your customer
experience framework to create a seamless experience across
all channels.
• Discover how through the use of data, Electrolux was able to
deliver targeted relevant messaging to their customers,
shortening the buying cycle.
Case Study: Discover How PT. MAP Enterprise Loyalty Strategy
Creates Customer Satisfaction and Drives Upselling
With customer engagement being primarily emotional, how can
rewards programs be designed as a rational means for creating
customer loyalty? What is the relationship between loyalty
programs and customer engagement?
With over 150 brands and 2000 outlets PT. MAP, one the
region’s largest lifestyle retailers, designed a group level loyalty
program for their 2million customers which is set to help drive
their target of 5million customers in the near future.
• Learn the concepts and importance of an enterprise approach
to customer loyalty.
• How can a loyalty program go beyond simply offering rewards,
to help drive upselling and cross-selling.
• Discover PT. MAP’s approach to developing an enterprise
loyalty strategy and how mobile technology has transformed
the way they engage their customers.
• Learn the process to create a customized value proposition
that succeeds in fulfilling strategic goals and delighting
customers?
Ravi Kumar, Chief Operating Officer, PT. Mitra Adiperkasa
Ooredoo Journey Towards Building an Effective
Customer-Centric Contact Centre in Myanmar, The Last
Greenfield Frontier in South East Asia.
With huge talk on Social media campaigns, VoC and big data,
companies are forgetting that what often makes the biggest
impact is the personal touch offered by a friendly voice on the
end of the phone. Unfortunately, doubling your customer service
department does not solve the root of the problem.
This session discusses how to the technology, process and
people behind the success of a customer-centric contact
centre:
• Discover Ooredoo’s journey in being the 1st non-governmental
mobile operator to launch in Myanmar and the unparalleled
steps taken to building its entire customer care structure
• Learn how Ooredoo’s in-house knowledge tool captures all
customer interaction & activities, facilitating greater
personalization of services
• Tapping in on our employees feedback and experience to
shape the contact centre.
Plugin on our learning and key challenges to fast track your
journey in building a state-of-the-art contact centre.
Philip Joseph, Contact Centre Director, Ooredoo
12:30 Lunch and Networking Break
13:30 Leveraging Large Quantities Of Data And Analytics To Improve
Customer Experience And Drive Business Growth
• How do you identify the available channels of data?
• How does privacy law affects the capture and utilization of
consumer data?
• What tools can help you manage your structured and
unstructured data?
Edwin Shao, Head Data Scientist, Asia Miles Limited
Case Study: Discover How E.ON Energy Embed Nps Into
Its CEM Framework To Transform From A 20th Century
Engineering Business Into A 21st Century Customer-Centric
Business
With 35 million customers and a strong risk adverse engineering
heritage, discover how E.ON embarked on their transformation,
mapping out the customer journey and making customer-
centricity relevant to employees across all levels ensuring a
common goal.
Learn how E.ON increased its NPS by 60points in the last five
years while reducing cost and increasing profitability. Plus how
E.ON measures ROI on its customer improvement efforts.
Brendan Leece, International Customer Experience Manager,
E.ON Energy
Roundtable Discussion: Building An Effective Customer
Experience Through Employee Engagement
Being a customer-centric company isn’t just about having the
best customer service people…it’s about ensuring that every
leader engages and communicates with the team aligning them
to this goal. In this highly interactive session we will talk about:
• Strategies that work for engaging your employees.
• Keeping customers who are satisfied and loyal
• How to earn buy-in from decision-makers and staff in the
frontline.
Discuss real companies and real stories about customer
experience journeys and challenges.
Discussion Leader: Sunil Narang, VP Services Business APAC,
Kodak
CONFERENCE DAY TWO

14:20 The Business Value of Integrating the Contact Centre within your Omni-Channel Strategy
This session outlines the business value and best practice in integrating the contact centre with omni-channel programs to deliver a seamless customer experience across multiple touch-points.
• Ensuring seamless integration between contact centre activities and omni-channel efforts to maximize results.
• Putting together a roadmap for investing in assets such as technology, tools and data sets.
• Employing customer data to reduce costs and improve the quality of customer experience.
Simon Lee, Regional Director Asia, Interactive Intelligence
14:50 Case Study: Building Unified and Best in Class Online Experience in Emerging Markets
With over a 180 million customers across 15 different markets, Etisalat realized the opportunity to differentiate themselves by adopting a dynamic approach to continuously offer a well-defined and
differentiated customer experience.
• Discover how Etisalat monitored the digital customer experience journey both within and outside the industry leading to the creation of project ONE (ONline Experience).
• Developing Etisalat’s best practices manual for customer experience strategy.
• Find out how project ONE puts customer delight at the heart of all efforts by introducing innovative services such as the interactive self-care mobile app.
Roman Nedielka, Group Director Customer Experience, Etisalat Group
15:30 Afternoon Tea and Networking Break
16:40 Closing Keynote Address: Discover how Accor Hotels is Building a Consistent Brand Experience and Delivering a Seamless and Highly-Engaging Guest Journey Across its Luxury and Upscale
Hotels Worldwide
• Learn how Accor Hotels Luxury and Upscale brands bring to life their values and DNA, creating a shared vision for customer experience across the entire networks.
• Discover how Accor Hotels Luxury and Upscale brands is designing a guest-centric organization focused on continuously improving Guest Experience at the hotel level.
• In an environment where there are multiple moving elements how do you deliver consistency across all touch points?
• In a highly competitive market, learn how personalization, recognition and brand differentiation can fuel success and build loyalty.
João Marcelo Rocco, Vice-President, Global Brand Experience and Consistency, Accor Hotels Luxury and Upscale Brands
17:20 Closing Remarks from the Chairperson and End of Conference
CONFERENCE DAY TWO
Discussion Leaders:
Discussion Leaders:
IHS
Experience
Discussion Leaders:
Mahindra Bank
Discussion Leaders:
Discussion Leaders:
Discussion Leaders:

POST CONFERENCE WORKSHOP
Friday, 4th September 2015
0900hrs - 1200hrs – Workshop E
Executive Conversation with Shep Hyken
Get up and close with the world’s foremost authority on customer service and loyalty. Join Shep and other senior leaders in a interactive, hands-on and highly-energized session sharing best practises
and tips to better understand customers and choose the best response. Let Shep help you transform your organization into a leader in customer service.
• Learn how you can develop a customer service culture and loyalty mindset dedicated to delivering outstanding service to both external and internal customers.
• Discover the 5 phases that organizations must go through to create an experience that turns your satisfied customers into customer evangelists.
Shep Hyken
New York Times and Wall Street Journal Bestselling Business Author
National Speaker Association Hall of Fame Lifetime Achievement Award
World’s Leading Customer Service Expert
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted
into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their
customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement
Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of
his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s! Shep Hyken’s most requested programs focus
on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with
entertainment (humor and magic) to create exciting programs for his audiences.
INTERACTIVE DISCUSSION GROUPS
• Discover how mobile apps are the next wave of improving
customer experience.
• Building a community strategy around your CEM framework.
• Driving and automating business processes through mobile app
development.
Discussion Leaders: Sunil Narang, VP Services Business APAC,
Kodak
• Making VoC the driver for changes across the organization.
• How do you integrate real-time multi-channel feedback into a
single platform?
• With diverse cultures in Asia, how do you meaningfully capture the
different VoC?
Discussion Leaders: Roy Hoh, Director, Customer Care & Customer
Experience, APAC, IHS
Investing in the Digital Lifecycle and Transforming Customer Experience
• Simplicity and personalization, the key to a successful digital strategy.
• Seamless integration between digital and your physical stores.
• Leveraging digital technology to improve productivity, boost efficiency and
improve customer response time.
Discussion Leaders: Deepak Sharma, EVP and Head of Digital Initiatives,
Kotak Mahindra Bank
Customer insights and analytics
• Using data to build a customer-insight driven organization.
• What are tools to manage your structured and unstructured data?
• Equipping your team with data in order to provide customization.
Discussion Leaders: David Lee, Head of eCommerce, Electrolux Asia
Pacific
• Using design thinking approach to create tailored UX for countries
across Asia.
• Leverage lean start-up techniques within design thinking practise
to promote more agile ideation and speed to market.
• Transform your customers’ journey while staying connected to
your business drivers.
Discussion Leaders: Douglas Lim, Global Head of Customer Service,
Midea Group
• What are the innovative techniques and tactics you can implement to boost
commitment and build and engaged culture in your organization?
• Transforming your business culture into a truly customer centric organization.
• Discuss how a customer focused culture builds relationships, fosters repeat
customers and creates loyalty.
Discussion Leaders: Shailesh Chopra, Director, Vendor Service Relationship
GTO DeAWM, Deutsche Bank

SPONSORSHIP
OPPORTUNITIES
Networking:
Maintain Existing
Relationships And Make
New Contacts
• VIP lunch with Shep Hyken
• Premium meeting point
• Standard meeting point
• VIP breakfast
• VIP private lunch
• Cocktail partner
• Private meetings
For a myriad
of branding
opportunities
call us at
+65 6722 9388
Thought
Leadership:
Showcase Your
Experiences And Key
Differentiators
• Plenary speaking
• Moderate a panel
• Interactive round tables leader
• Chair the conference
• Stream speaking
• Workshop
Excellence In
Customer Experience
Awards Sponsor
• Headline sponsor
• Table sponsor
• Award category sponsor
• Drinks sponsor
• CEM sponsor of the awards
Are you interested in meeting hundreds of executives looking to transform their customer
experience, contact centre, social media, VoC program, analytics, omni-channel, loyalty and
etc?
Confirm your sponsorship now and depending on your current strategy in the market, we can
develop innovative packages that meet your specific needs:
Generate new, qualified leads
Access motivated influencers and authorised buyers at the point where
they are making purchasing decisions to further their strategies. Be in
the right place at the right time to influence which vendor they choose.
Demonstrate thought leadership
Take centre stage in front of a captive and targeted audience and
demonstrate the expertise and market knowledge necessary to ensure
they choose you as their preferred supplier.
Network with key decision-makers and influencers
As a key sponsor you will be in a position to have face-to-face meetings
with existing and potential clients in an environment that is set up for
business conversations and interaction.
Position your company brand front of mind
Be the name that all operators think of when selecting vendors. Be
the brand that springs to mind when choosing solutions. Be the most
prominent solution provider in this space.
Stand out from vendor delegates
Stand out on an elevated platform with a heightened presence. Vendors
who attend as delegates, without sponsorship status, miss out on the
opportunity to be seen as front of mind. Be the ‘go to’ company through
maximum recognition and exposure at the event.
Secure a competitive advantage
Place your key staff in a room with operators who have a genuine
interest in your solution and at the time when you can have a direct
influence on their selection criteria.
Gain business intelligence for maximum client engagement
Place your key staff in a room with operators who have a genuine
interest in your solution and at the time when you can have a direct
influence on their selection criteria.
✓
✓
✓
✓
✓
✓
✓
SPONSORSHIP OPPORTUNITIES

Contact us now at sponsorship@iqpc.com.sg or call +65 6722 9388 to discuss
how we can tailor our sponsorship packages to suit your business objectives.
It’s been quite interesting and exciting …. We have been able to converse
with the leaders of customer service industries and try to understand
their pain areas, their KPIs and objectives, what are the key things they
need to drive to satisfy their management and at the same time providing
and evangelising our tools and methodologies that help them meet their
KPIs and goals.”
Rob Stanley, Senior Vice President & GM APAC, Lithium
SPONSORSHIP OPPORTUNITIES
THE STATS
DON’T LIE
45+Speakers300+
Senior Level
Decision
Makers
49% are aggressively looking
for solutions to strengthen their
existing CEM initiatives.
51% of the attendees are
seeking solutions to start
up their CEM Journey.
ENTRANCE
LED Screens
Coffee Coffee
Stage
BuffetBuffet
WC
STREAM 2
STREAM 3
VIP LUNCH
EXHIBITION FLOOR PLAN
JOB FUNCTION
C-level, General Managers,
VPs and Directors of
Customer Experience 48%
Heads of Customer
Experience and Service
Delivery 36%
Marketing 12%
Digital 4%
FROM THESE INDUSTRIES
BFSI 23%
Consumer Goods 3%
Government 4%
Healthcare and Education 8%
Logistics and
Transportation 2%
Manufacturing 11%
Professional Services 2%
Retail & Entertainment 7%
Technology 5%
Telco 2%
Travel and Hospitality 7%
Utilities 5%
X
1
X
3
2
X
X - Reserved
1 -
2 -
3 -
2015 Sponsors

*Vendors can access workshops at the ala carte pricing below
▶ Site Tour: 31st August 2015
▶ Pre-Conference Workshop: 1st September 2015
▶ Main Conference: 2nd-3rd September 2015
▶ Post-Conference Workshop: 4th September 2015
▶ Venue: One Farrer Hotel & Spa, Singapore
CONFERENCE PACKAGES
ALL PRICES SHOWN ARE IN SINGAPORE DOLLARS
STANDARD
PRICE
EARLY BIRD
BOOKING
3 JUL 2015
3,499Conference
$299 per person OR $2,500 per table of 10CEM Asia Excellence Awards Gala Tickets
999 each
workshop
Pre-Conference Site Tour/
Lego Serious Play Workshop (31st Aug)
CONFERENCE PACKAGES
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VENDOR PACKAGES
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To take advantage of this special rate, please process the hotel room
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www.customerexperienceasia.com
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• You may substitute delegates at any time by providing reasonable advance
notice to IQPC. • For any cancellations received in writing not less than
eight (8) days prior to the conference, you will receive a 90% credit to
be used at another IQPC conference which must occur within one year
from the date of issuance of such credit. An administration fee of 10% of
the contract fee will be retained by IQPC for all permitted cancellations.
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days (inclusive) of the conference. • In the event that IQPC postpones an
event for any reason and the delegate is unable or unwilling to attend in on the
rescheduled date, you will receive a credit for 100% of the contract fee paid.
You may use this credit for another IQPC event to be mutually agreed with IQPC,
which must occur within one year from the date of postponement. • Except
as specified above, no credits will be issued for cancellations. There are no
refunds given under any circumstances. • IQPC is not responsible for any loss or
damage as a result of a substitution, alteration or cancellation/postponement of
an event. IQPC shall assume no liability whatsoever in the event this conference
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the advertised speakers and/or topics if necessary without any liability to you
whatsoever. Any substitutions or alterations will be updated on our web page
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CONFERENCE DOCUMENTATION
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without prior written approval of IQPC Worldwide Pte. Ltd
6,093 (SAVE 1100)All Access Premium Pass: Conference + 6 Add On 5,894 (SAVE 1300)
10% off current rateGroup of 3-4
Conference + 5 Add On 5,594 (SAVE 800)5,394 (SAVE 1000)
Group of 5-6
4,995 (SAVE 600)Conference + 4 Add On
Site Tour A B C D E
Site Tour A B C D E 4,795 (SAVE 800)
Group of 7+
4,396 (SAVE 400)Conference + 3 Add On 4,196 (SAVE 600)
2,399Conference 2,199 (SAVE 200)
Post-Conference Shep Hyken Masterclass (4th Sep)
Pre-Conference Workshops (1st Sep)
3,299 (SAVE 200)
799 each
workshop
VENDOR PRICINGEND USER PRICING
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20% off current rate
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