Agenda

19.00 – 19.10
Monday

Justin Lee
Conference MC
Director of Customer Experience, APAC
Expedia

Opening Comments & Dinner

19.15
Monday

Mike Wittenstein
Managing Principal
Storyminers (US)

International Keynote:

Intelligent Experiences: Where CX Meets Tech

08.40 – 09.20
Tuesday

Kei Chan
Head of Marketing, APAC
Net-a-Porter (UK)

International Keynote:

Delivering world class customer experience at Net-a-Porter

9.20 – 10.00
Tuesday

Scott McMillan
General Manager – Business Consulting
Salmat

Keynote:

Insights to Action – Finding the Customer Lifecycle Mother Lode

10.00 – 10.40
Tuesday

Rhod McKensey
Chief Marketing Officer
NIB Health Funds

Keynote:

nib’s Journey to a Healthier Customer Experience

11.00 – 11.40
Tuesday

Quick Wins For Activating 1 Million Customers

Traction Digital, Bookworld & Lion Co.

Taking NPS To The Next Level – Embedding The Customer Voice Into Business As Usual

Resonate Solutions

It’s Just a few Steps To Personalised Experience For Your Customers

Sitecore

11.40 – 12.40
Tuesday

Round Table Discussion Groups

• Personalisation in Omni-Channel Marketing
• Omni-channel or seamless interaction – what’s the difference
• How to develop a customer-centric company culture
• Social CRM: Beyond social media to relevant relationships
• Engaging customers through content lead marketing
• Using NPS as a single customer metric
• Building The Business Case For Customer Experience Investment

12.40 – 13.20
Tuesday

Lunch

13.20 – 13.50
Tuesday

Steve Simpson
Director
Keystone Management Services

Keynote:

Factoring Employee Experience Into The Customer Experience Journey

13.50 – 14.30
Tuesday

Transform Customer Engagement To Drive Better Business Outcomes

Verint Systems

Grasping The Omni-Channel Customer

Criteo

14.30 – 17.00
Tuesday

Wine Tasting

Golf

Chocolate Making Class

17.00 – 19.00
Tuesday

Free Time – Relax & Recharge

08.40 – 9.20
Wednesday

Craig Lee
Senior Mgr Performance Development |
Customer Experience & Brand
Emirates (UAE)

International Keynote:

Driving a Global Customer Centric Approach

9.20 – 10.00
Wednesday

Sam Keninger
Director of Product Marketing
Medallia (US)

Keynote:

The 4 Winning Capabilities Of Truly Customer-Centric Organisations

10.00 – 10.40
Wednesday

The Evolution Of A Best In Class Customer Advocacy Program

Bain & Company

Making Moments Matter In 2015

Saleforce Marketing Cloud

11.00 – 11.40
Wednesday

Greg Smith
Chief Marketing Officer
Co-Op

Keynote:

Reinventing To Stay Relevant

11.40 – 12.30
Wednesday

Jason Bradshaw
Head of Customer Experience
Target

Keynote:

Social Media For A Reason

12.30 – 13.00
Wednesday

Tom McCann
Senior Analyst
Forrester Research

Closing Keynote:

Customer Experience – The True Business Value