Why the event

CX is the new battleground many companies lack agile, responsive customer relationship mechanisms to match their growth ambitions. Customer experience programs are no longer a cost, rather it is the way to build value

Attend the only focused event in Indonesia meant for organizations obsessed with excellence in customer experience with a core focus on " CX Leadership, Strategy, and Technology".

With data & digital disruption redefining every aspect of business today - this event will help you turn this challenge into an opportunity with foremost experts, the real practitioners sharing their insights to equip you with the strategy, tools and technology needed to make your customers your advocates, delighting them time and again.

Event Highlights

  • One day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy
  • Focused talks on CX by inspirational thought leaders
  • Special focus on Call-centres , which form an important part of CX
  • A Special focus on Digital and Technology the most relevant subset of CX today
  • Learning's from managing CX in a digital pure play model
  • Focus on technologies like AI and VR to promote better CX
  • Measuring CX in different models
  • Understanding how to drive profitability of your CX initiatives

Be part of the West Africa's only CX and Contact Center event hosting more than 100 top CX and Contact Centre experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

Why should you attend?
  • Learn from the region's top CX and contact center experts
  • Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
  • Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

Job Titles

  • CXO's
  • Country Heads
  • Regional Heads
  • VP
  • EVP
  • SVP
  • Directors
  • Heads

Enterprises

  • Customer Experience
  • Contact centre
  • Data and Analytics
  • Digital Transformation
  • IT
  • Customer Service Quality
  • Customer Service
  • VOC

Who will you meet?

  • Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
  • Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
  • Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

  • Artificial Intelligence
  • Big Data & Analytics
  • Business Intelligence and Reporting
  • Business Process Management
  • Customer Experience Management
  • Customer Experience Consultants
  • Customer Journey Mapping
  • Customer insight
  • Data Quality Enhancement
  • Customer Satisfaction monitoring
  • Employee Engagement
  • Loyalty and Rewards
  • NPS
  • Outsourced Call Centres
  • Predictive Analytics
  • Robotics and Process Automation
  • Social Media Management
  • Software and IT
  • VOC
  • Voice of Employees

Speakers

Noor Adham Satria

Head of Customer Experience Excellence

James Erick Pattipeilohy

AVP Customer Experience

Citi Bank

Rudy A Dalimunthe

VP Operations & Customer Experience

Satyadev Saraviya

Chief Customer Engagement

Smartfren Telecom

Cipta Dwi Utama

Head of Customer Experience

Allianz

Ridwan Nugraha

SVP Customer Experience

Bank BTPN

Silvia Latief

Head of Customer Experience

DBS Bank

Agung Prastiya

Group Head Customer Experience & Excellence

LinkAja

Intan Eugenia

AVP Customer Experience

Home Credit

Melisa Chandra

Head Customer Care

YesJob

Fairuz Nandi

Head Customer Care

Zilingo

Aldila Septiadi

Asia Pacific E-business Director

L'oreal

Series Sponsors

Series Media Partners

AGENDA

Contact us for speaking opportunities

Time Session

8:00 - 08:45 AM

Registration and Coffee

08:45 - 08:50 AM

Welcome address by Phoenix Business Intelligence

08:50 - 09:00 AM

Opening Remarks by the Chair

09:00 - 09:20 AM

Keynote:

Evolving Role of a CX Leader

  • The CXO is the new CMO
  • Managing the shift from advertising to delivery
  • The connection between CX and EX - success recipe
  • The role of CXO in aligning customer and organization

09:20 - 10:00 AM

CXO Panel Discussion:

How organisation can bridge the gap between their CX ambitions and CX capabilities?

  • Role of the Board members to acknowledge and be responsible for CX transformation
  • Embedding CX into each aspect of an organization’s culture.
  • Alignment of CX and EX before investing in technology.
  • Establish a comprehensive set of CX metrics and ensuring customer is always the primary focus

10:00 - 10:20 AM

Reserved For Sponsor (Platinum)

10:20 - 10:50 AM

Networking and Coffee Break

10:50 - 11:40 AM

CX Diaries:

12-minute CX thought leadership talks from pioneering cross-industry experts

  • Foundations for CX Success
  • Addressing Latest trends across the digital terrain.
  • Overcoming challenges in CX Transformation
  • Success stories and Q& A

11:40 - 12:00 PM

Session Reserved for sponsor

12:00 - 12:20 PM

Spotlight Session:

Unlocking the doors of CX to prepare for the rise of Gen Z

  • How to capture valuable insight to create experience they love
  • Understand how will CX shape the Gen Z expectations?
  • Anticipating what they are looking for and how they want to be served
  • Role of personalization in building brand loyalty in Gen Zers.

12:20 - 12:40 PM

Tech Talk :

CX Revolution : Improving CX through machine learning and A

  • Machine Learning: How algorithms are impacting CX Strategy
  • AI-driven Customer Analytics
  • How to leverage on your CX strategy with VOC data

12:40 - 1:00 PM

Designing & Implementing an effective CX Transformation Programme

1:00 - 2:00 PM

Lunch and Networking

2:00 - 2:20 PM

Session:

Robotic Process Automation for better CX and Higher Revenue

  • RPA-integrated contact centers can help improve the customer experience (CX) as well as the employee experience.
  • RPA collaboration across business units (BUs) and enhance operational efficiencies.
  • Challenges and benefits of RPA in CX transformation.

2:20 - 2:45 PM

Campfire Session:

Implementing a successful CX transformation plan is a difficult journey that involves constant reassessment and changes to journey maps. This panel will respond to live audience questions in order to create a dynamic conversation around existing industry challenges and to generate actionable solutions. Points to start with:

  • Customer’s needs are constantly changing and expectations forever growing, thus how to fully meet customers' needs
  • Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want – today!
  • How do you harness your customer journey maps to create an immersive experience?
  • The Road Ahead: Overcoming your CX Obstacles

2:45 - 3:05 PM

Session Reserved for Sponsor

3:05 - 3:25 PM

Panel Discussion:

How much responsibility do customers have in helping create better customer experience?

  • Opening various channels for direct feedback between you and your customers
  • How to encourage customers to talk to you, not just about you?
  • Capture, understand, and socialize the authentic voice of your customer

3:25 - 3:45 PM

Session:

The power of emotions in CX and its impact on your brand.

  • What do businesses have to consider when creating emotionally engaging experiences?
  • How can you map the emotional connections that a customer has with your brand?
  • Can you measure a customers’ emotional connection and use that metric to further your cx agenda?
  • Determine what high-touch emotion you are trying to resonate with, and how that emotion might differ throughout each of the ouchpoints.

3:45 - 4:20 PM

Round Table

  • Round Table 1: Revolutionizing Content Experience to Revolutionize Customer Experience
    • Get to know how content as a service can separate your company from competitors
    • Interlace content seamlessly into the overall brand and customer experience across all verticals
    • Personalizing contents for personalized experience

  • Round Table 2: Enhanced Social approach for enhanced digital CX
    • Connecting social outreach with organisation goals
    • Understand the Social CX approach for B2B, B2C and C2C
    • Engaging in 2-way conversation with your customer to avoid the risk of alienating your customer
    • Drive value to customer through social media to create lasting impression

4:20 - 4:30 PM

Summary by Conference Chair

4:30 - 5:30 PM

End of Conference and Coffee /Networking
Time Session

10: 30 - 1:30 PM

CX Workshops

2:30 - 5:30 PM

CX Workshops

Conference Location

Jakarta Indonesia

Hotel Information

Update Soon

Contact


Reach us on: +91 8049521553

Write to us: [email protected]