CX Asia Week 2021 – Hybrid Edition | IQPC | 22 November 2021 | Grand Hyatt Singapore, 10 Scotts Rd, Singapore 228211

CUSTOMER EXPERIENCE: ADAPTING AND TRANSFORMING TO THE NEW NORMAL POST-PANDEMIC
As we enter the next phase of the pandemic and restrictions ease, people and businesses are looking for ways to return to a new normal. The Customer Experience (CX) and customer journeys have evolved, and the demand for consistent, quality, seamless, empathetic CX is even higher than before. How have your CX strategy changed following the pandemic? How can you blend technology-empowered CX with the human touch?

CX Asia Week 2021 – Hybrid Edition returns to Singapore in 2021, and will continue to be the focal point for CX leaders in Asia. This must-attend event will allow CX leaders to re-imagine customer experience excellence and explore how CX leaders can deliver quality customer experiences with a human touch through the integration of technology solutions, social media implementations and omni-channels to remain relevant and competitive.

2021 Speakers

Alp Altun
Regional Chief Transformation Officer, Asia-Pacific, Allianz

Jason S Bradshaw
Award-Winning Executive, Thought Leader, Author & Keynote Speaker

Lukas Carruthers
Head of Innovation and Strategy APJC, Webex Customer Experience Practice, Cisco

Pascal Gerard Daniel
Chief Operating Officer, Customer Quality - Asia Pacific & Japan, Nokia

Avis Easteal
Regional Head – Consumer, Luxasia

Ivy Esquero
Director, Head of Enterprise & Loyalty Marketing, APAC, Hilton

Patrick Ong
Manager, Solution Engineering, APAC, Talkdesk

Anila Fredericks
Head of Customer Service Operations, Telstra Global

Darren How
Head of Customer Communications and Experience, Singapore Pools

Sylwia Kulesza
Global Senior Executive Director, Head of Digital Engagement & Cross-Channel Sales; AI & Omnichannel Banking Tribe Lead, Standard Chartered Bank

Sarah Mathews
Group Head of Destination Marketing APAC, Tripadvisor

Khurram Shahzad
Global Head of GBS Transformation and Business Relationship Management, ‎British American Tobacco

Manpreet Singh
Senior Managing Director & Group Head - Customer Experience Management, CIMB

Nikki Taylor
Director Marketing Growth Strategy Asia Pacific, UPS

Janet Young
Managing Director Head Group Channels and Digitalisation, United Overseas Bank Ltd

André Grandt
Customer Experience Chapter Lead, Roche Korea Co. Ltd.

Martin Taylor
Co-Founder and Deputy CEO, ContentGuru

Louis Tan
General Manager, Global Fleet and Sectors, Shell

Frank Yazdi
Head of Priority Client Service, ASP, The Hongkong and Shanghai Banking Corporation Limited

Ryan Mascarenhas
Group Chief Customer Officer, bolttech

Martin Head
General Manager, Customer Support Innovation, Asia Pacific Operations, FUJIFILM Business Innovation

Sri Safitri
DEVP Customer Experience & Digitalisation - Chief Digital Business Office, Telkom Indonesia

Wasi Abidi
Global Head Unified Communication Infra, Mondelēz International

Augustin du Payrat
Regional Vice President, Talkdesk

Patsy Wong
Chief Strategy Officer, CINNOX

Eddie Ang
Executive Director & General Manager, Corporate & Public Sector Business, Lenovo Asia Pacific

Kevin Boezennec
Director | CX - Product – Innovation, Leading bank in Singapore

Anila Fredericks
Head of Customer Service Operations, Telstra Global

Vicki Parris
Vice President, Customer Success, Asia, FCM Travel

Tom Mouhsian
Principal Analyst, Forrester Research

Gerald Carroll
Area Vice President, Customer Workflows APJ, ServiceNow

Mohit Kapoor
Senior Industry Consultant – Retail and Customer Experience, APJ, Teradata

Kate Zawerucha
Director of Customer Analytics & Experience, Asia Pacific, Verint

Asim Zaheer
Chief Marketing Officer, Glassbox

Prasanta Roy
Group Chief Technology Officer, TUNE PROTECT GROUP BERHAD

Eric Weight
VP Solutions Consulting, Asia Pacific, InMoment

Janice Ang
Executive Director and Head of Group Customer Experience and Advocacy, United Overseas Bank Ltd

Sami Ammous
Vice President, East Asia and the Pacific, Avaya

Raymond Tan Choon Guan
Director, Customer Responsiveness Department and Quality Service Manager, Ministry of Manpower (MOM)

Martin Head
General Manager, Customer Support Innovation, Asia Pacific Operations, FUJIFILM Business Innovation

2021 Sponsors

• Avaya
• Calabrio
• CINNOX
• Cisco Webex
• Content Guru
• FPT Corporation
• Glassbox
• InMoment
• ServiceNow
• Talkdesk
• Teradata
• Twilio
• Verint
• Zoho CRM Plus