cema 2015 psr
TRANSCRIPT
31 August – 04 September 2015 | Marina Bay Sands, Singapore
www.customerexperienceasia.com
THE FUTURE OF CUSTOMER EXPERIENCE IN ASIA UNRAVELEDPersonalisation for your Digital-Savvy, Sophisticated, Heterogeneous and Demanding Customers
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Dear CEM colleague,
2015 once again sets the bar for the CEM Asia Summit as we saw exponential growth in both the size and quality of the event making it the largest of its kind in Asia. Perhaps what’s more impressive is that the level of energy and engagement stayed high from the beginning to end.
Prior to the event, you told us the top 5 challenges and trends you would like addressed. With this we designed an agenda to deliver value to you as you continue to innovate and improve customer experience in this ever-changing omni-channel environment. The CEM Asia Team would like to thank our speakers and sponsors in helping us to make this possible by sharing their inspiring stories of success and challenges and how they have manage to master the elusive art of creating “Moments of Magic” at every touch point.
Our bigger and improved exhibition hall featured the newest technologies and gadgets that helps you track your customer journey, measure insights and build your brand across the omni-channel platforms you are expected to engage the new age customer on.
And there was fun and entertainment… In the evening, the venue transformed into a night fit for the Oscars; the inaugural Excellence in Customer Experience Asia Awards 2015 recognized winners across 6 categories who have truly exemplify customer experience excellence across their organizations and customers.
Lastly, we will like to thank you for your feedback which will help us improve and deliver an even bigger and more amazing event in 2016.
Registration is now open for CEM Asia Summit 2016, visit www.customerexperienceasia.com for more information.
I look forward to seeing you in 2016.
All the best,
Nazrul AmanCEM Asia Portfolio [email protected] or (65) 6722 9389P.S. Have an inspiring CX story? Share it at the 2016 show.
“The summit gave me a chance to learn about actual success stories in transforming customer experience. Change is happening faster than you realize in the regional/global landscape.”
Ma. Carmen Asinas, First Vice President and Head of Operations, BPI-Philam Life Insurance Company (an AIA Company)
2015 FACTS AND FIGURES
351ATTENDEES
18NETWORKINGROUNDTABLES
2 : 1END USER TO VENDOR RATIO
5 DAYSOF CASE STUDIES, PANEL DISCUSSIONS, WORKSHOPS AND SITE TOURS
277ACCOUNTS
47SPEAKERS
21SPONSORS
187BRAND NEW ORGANISATIONS TO THE EVENT
6CATEGORIES OF AWARD WINNERS
6PURPOSE-BUILDWORKSHOPS & SITE TOUR
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WHAT YOU HAD TO SAY?
The summit gave me a chance to learn about actual success stories in transforming customer experience. Change is happening faster than you realize in the regional/global landscape.”
Ma. Carmen Asinas, First Vice President and Head of Operations, BPI-Philam Life Insurance Company(an AIA Company)
An excellent event for getting an understanding of what is happening in the Asian CEM market”
Chris Brown, Director: Customer Experience Management, Confirmit
There are some really great companies here at the CEM Asia Summit and the decision makers are here too. The level of the people attending is really high.”
Tom Blackman, Asia Sales Manager for Zendesk
“Informative, interactive, great networking opportunity, interesting speakers and guests. Time well spent!”
Anne Lampeter, Consumer Relations Manager Asia Pacific, Mondelez International
CELEBRATING EXCELLENCE IN CUSTOMER EXPERIENCE
THE 2015 AWARDSThe inaugural Excellence in Customer Experience Asia Awards 2015 paid tribute to organizations and inspiring role models that lead the way in providing exception customer service. These awards saw overwhelming submissions across 6 categories.CEM Asia would like to congratulate the winners:
BEST CUSTOMER EXPERIENCE TEAMWinner:Singtel
1st Runner up:DHL Express, Bangladesh
2nd Runner up:DBS Bank Ltd
Honorary mention:DHL Express India Pvt Ltd
BEST SOCIAL MEDIA STRATEGYWinner:Bank of Ayudhya Public Company Limited
1st Runner up:DBS Bank Ltd
2nd Runner up:Manipal Health Enterprises Private Limited
BEST USE OF CEM TECHNOLOGYWinner:DBS Bank Ltd
1st Runner up:Department of Transport – Abu Dhabi
2nd Runner up:Sensiple
BEST CUSTOMER EXPERIENCE AWARDWinner:Mumbai International Airport Pvt. Ltd.
1st Runner up:Globe Telecom
2nd Runner up:Maybank Malaysia
Honorary mention:DHL Express, Bangladesh
Honorary mention:Max Bupa Health Insurance Limited
Honorary mention:MEASAT Broadcast Network Systems
BEST CONTACT CENTREWinner:DBS Bank Ltd.
1st Runner up:Singapore Telecommunications Limited
2nd Runner up:DHL Express Bangladesh
Honorary mention:Ooredoo Myanmar Ltd
BEST DIGITAL EXPERIENCEWinner:DBS Bank (Hong Kong) Limited
1st Runner up:Manipal Health Enterprises Private Limited
2nd Runner up:Department of Transport, Abu Dhabi
Honorary mention:Maybank
Honorary mention:Singtel
Speaking after receiving the award for Best Customer Experience Team, Michelle Choo, Director of Customer Experience at Singtel said,
“Due to our passion, it doesn't feel as though we've worked hard, it comes from the heart. My whole team persevered regardless of the challenges and this award affirms that our passion and perseverance paid off.”
Winning the top award of the evening, Rekha Nair the Head of Customer Experience at Mumbai International Airport said,
“Receiving an award in Singapore, a city known for it’s customer service excellence, is one of the best things that could happen for our team, it’s complete moral boost.”
Speaking of the importance of these awards, Shep Hyken, a world expert in customer experience and one of the presenters of the awards said,
“Customer experience is becoming strong in this part of the world and I believe that an awards ceremony like this recognizes people for the effort they put forth and for the recipients it validates their efforts and encourages them to pursue continuous improvement. Next year we’ll have more people competing, it’ll be even more exciting, more competitive and it will raise the bar for everyone.”
Book your seat for 2016 at the unpublished discount rate by emailing [email protected]
LEARN
BEST IN CLASS SINGAPORE ZOOPRE-CONFERENCE SITE TOUR
The pre-event show kicked off with a Best in Class tour of the Singapore Zoo. Andrew De Silva presented on the Zoo’s “Wild Journey towards an Immersive Customer Experience” followed by a guided walk-around tour of the enhanced features of the park and an inside look at the culture, technology and strategy that goes into developing the best experience.
LEGO® SERIOUS PLAY®
PRE-CONFERENCE WORKSHOP
4 DEDICATED STREAMS
BIG IDEA SPEAKER
The workshops started with some play where certified LSP facilitator, Raymond Teo got the delegates to dive into his lego collection, with some serious results on mapping out their customer’s journey and how they can build insights.
The Summit opened with a Big Idea Presentation from Shep Hyken, renowned author and the world's foremost authority in customer service on “Creating “Moments of Magic,” Customer Loyalty, Excellent Customer Service & Customer Relations” sharing his winning formula on Ten Ways To Create Client Amazement
Four dedicated streams after lunch offered delegates the opportunity to narrow into their focus areas; Stream A: Engaging the Customer on the Social and Digital Frontier, Stream B: Customer Journey Designs, Stream C: Building a Great Brand Experience and getting your employees to deliver, and Stream D: Voice of the Customer.
A DAY OF GREAT DISCUSSIONS AND SHARING
Raju Nair, Executive Director and Head of Customer Journey Design, DBS Bank and João Marcelo Rocco, Vice-President, Global Brand Experience and Consistency, Accor Hotels Luxury and Upscale Brands emphasized how culture, training, collaboration and service excellence has been fundamental to organizations’ success. Wise words from Raju Nair - “banking is essential, banks are not”.
Ankit Lal, Head of Social Media for the AAP Party speaking on role of social Media and sharing his compelling story of how social media videos helped the AAP to win public support without large political spending and achieve a sweeping win in the Delhi elections against the ruling government.
FUNDAMENTAL TO ORGANIZATIONS’
SUCCESS
NETWORK
PLAY
4 LIVE POLINGSTATION
ENDED ON A HIGH NOTE
NETWORKING COCKTAILS
EXCELLENCE IN CUSTOMER EXPERIENCE
ASIA AWARDS 2015
4 live polling session spread throughout the two days which gave the delegates an opportunity to benchmark with peers in the room. Our Benchmark leader, Chris Dunn, Director Customer Experience from Nielsen gave his insight and breakdown into the results real-time.
The evening started with cocktails leading into the glitz and glamour of the Excellence in Customer Experience Asia Awards 2015. The award ceremony paid tribute to organizations and inspiring role models that lead the way in providing exception customer service across six categories. Congratulations to our winners!
One of Asia’s most versatile performers – Kyle Ravin dazzled the crowd with magic and his amazing sense of humor.
The Summit ended on a high note with Chairman Mark Liversidge, Chief Marketing Officer Asia Pacific, Hilton Worldwide wrapping up the key takeaways from the 2 days.
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ABOUT OUR ATTENDEESIn 2015 over 70% of the audience were brand new to the event… making it the 3rd year in a row to host over 65% new organisations.
Audience Breakdown
Industry Breakdown
48%C-level, General Managers,
VPs and Director
23%BFSI
3%CONSUMER
GOODS
4%GOVERNMENT
8%Healthcare
and Education
2%Logistics andTransportation
11%Manufacturing
2%Professional Services
7%Retail & Entertainment
5%Technology
20%Telco
8%Travel and Hospitality
7%Utilities
36%Customer Experience and Service Delivery Manager
12%Heads of Customer Experience and Service Delivery
4%Marketing
“There are some really great companies here at the CEM Asia Summit and the decision makers are here too. The level of the people attending is really high.”
Tom Blackman, Asia Sales Manager for Zendesk
“I have attended the CEM Asia Summit 2 years in a row and I have to say that the event has got better and bigger. The quality of the speakers and sponsors was terrific and I wish them all the best for all their future events.”
Kunal Mehta, Head IT, Trent Hypermarket Ltd
“The different learnings and interactions that this summit provided is very balanced and engaging. I left the conference with quite a number of key takeaways I believe our organization would benefit from.”
Gretel Benibe, Sr. Policy Services Manager, AXA Philippines
WE’RE NOT JUST AN EVENT.WE’RE A COMMUNITY.AND WE’RE A SOCIAL ONE.
APP DOWNLOAD
FIGURES ONSITE
SOCIAL MEDIA REACH RESULTS FOR
THE FULL CAMPAIGN
Total downloads
340
NUMBER OF FOLLOWERS
242
REACH OF MESSAGE
20,567
NUMBER OF MESSAGES
41
1028members
INCREASE OF FOLLOWERS
OF CAMPAIGN
101
351of total
attendees onsite
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� 3M Singapore� AIA Shared Services Sdn Bhd� ANZ Bank� APL Logistics� ATR Eastern Support Pte Ltd� AXA Insurance Singapore Pte Ltd� AXA Life Indonesia� AXA Philippines� Aam Aadmi Party� Academy of Customer Experience� Accenture Singapore� Accor Asia Pacific� AccorHotels� Advent Software� Aegis BPO Malaysia� Alliance Bank Malaysia Berhad� Allianz SE, Singapore Branch� Amanah Saham Nasional Berhad� Arab Bank PLC� Asia Miles Limited� Auric Pacific Group Limited� Australia and New Zealand Banking Group Limited - ANZ� Aviva Asia� Avows Technologies Sdn Bhd� Ayudhya Capital Services Co.,Ltd.� BPI-Philam Life Insurance Company� Bank of Ayudhya Public Company Limited� Banyan Tree Hotels And Resorts Pte Ltd� Bayer Corpscience� Borouge� Brand New Media� British Council (Singapore) Limited� Bursa Malaysia Berhad� Canon Singapore Pte Ltd� Carl Zeiss Pte Ltd� Carlson Wagonlit Travel� Caterpillar Inc.� Cebu Pacific Air Inc.� Celcom Axiata Berhad� Changi Airport Group (S) Pte Ltd� Charles & Keith Singapore Pte Ltd� Chatsworth Medi@rt Academy Pte Ltd� Citibank NA� Civil Service College� Club21� Collab Asia� Comarch Middle East FZ-LLC� Comarch SA� Confirmit� Connections Limited� DBS Bank� DFS Group� DFS Venture Singapore (Pte) Ltd� DHL Express (S) Pte Ltd� DHL Express Bangladesh
� DHL Express India Pvt. Ltd.� Department of Transport – Abu Dhabi� Deutsche Bank AG� Dialog Axiata PLC� Digi Telecommunications Sdn Bhd� Digital in Asia� E.ON Uk� Econsultancy� EdgeVerve Systems Ltd.� Electrolux S.E.A. Private Limited� Elsevier Singapore Pte Ltd� Epicentre Holdings Limited� Epsilon International� Epson Singapore Pte Ltd� Eptica Asia Pte Ltd� Etisalat� Expion� FairPrice Co-operative Ltd� GMC Software Technology (Singapore) Pte Ltd� Genesys Asia Pacific� Gigya� Globe Telecom� Google Inc� Graebel Inc� Gurango Software Singapore� HP� Ha-P.com� Hewlett Packard Asia Pacific Pte Ltd� Hilton Worldwide� Home Product Center Public Company Limited� Honda Malaysia Sdn Bhd� Honestbee Pte Ltd� IDS Medical Systems (M) Sdn Bhd� IHS Maritime & Trade� Infosya Limited� Infosys Limited� Institute of Singapore Chartered Accountants (ISCA)� InterContinental Hotels Group� Interactive Intelligence Inc� Jive Software� Johnson & Johnson� Kasikorn Bank Public Company Limited� Kimberly Clark, Asia Pacific� Kodak Alaris Singapore Pte Ltd� Kodak Singapore� Kotak Mahindra Bank Limited� LCC eCommerce Solutions� LUX* Resorts & Hotels� Lab4motion Solutions Ltd� Lazada Southeast Asia Pte Ltd� Lenovo Singapore� Liberty Mutual� Liebherr Singapore Pte Ltd� Lifecycle Holdings Pte Ltd
� Linde Gas Asia Pte Ltd� MBT� MFE International Pte Ltd� MTR Corporation Limited� Manila North Tollways Corporation� Manulife Singapore Private Limited� MasterCard Worldwide� Max India Limited� Maxis Mobile Services Sdn Bhd� Maybank Singapore� Mazoon Electricity Company� McDonald's Corporation� Measat Broadcast Network Systems Sdn Bhd� Medallia Hong Kong� Medallia Singapore� MediaBUZZ Pte Ltd� Meralco� Mewe.com� Microsoft Operations Pte Ltd� Midea Group - � Ministry of Manpower� Mondelez International� Muang Thai Life Assurance Company PCL� Mumbai International Airport Pvt. Ltd.� NICE Systems (Singapore) Pte Ltd� NTUC Fairprice Co-operative Limited� NTUC Income Insurance Co-operative Limited� National Australian Bank Limited� National Trades Union Congress� National University of Singapore’s Institute of Systems Science� Nike Global Trading Company Pte Ltd� Nikon Singapore Pte Ltd� OCBC Bank� ONE Championship� Ooredoo� Oracle CAPAC Services� Oracle Corporation� Orchard Turn Developments Pte Ltd� Oversea-Chinese Banking Corporation Limited� PASHA Life Insurance OJSC� PLDT Philippine Long Distance Telephone Company� PORTA HOTEL� PR Newswire� PT Bank DBS Indonesia� PT Bank Danamon Indonesia� PT Garuda Indonesia (Persero) Tbk.� PT Griya Miesejati� PT Indosat� PT Mitra Adiperkasa Tbk� PT Smartfren Telecom� PT XL AXIATA Tbk
WHO ATTENDED?
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WHO ATTENDED?
Detailed report on the real-time onsite benchmarking survey at the CEM Asia Summit across more than 350 CEM practitioners. Benchmark leader, Chris Dunn, Director Customer Experience from Nielsen gives us his insights and breakdown into the results.
CUSTOMER EXPERIENCE BENCHMARKING REPORT: AN ANALYSIS OF REAL-TIME RESULTS
� PT. IDS Medical Systems Indonesia� Parkway Hospitals Pte Ltd� Parkway Hospitals Singapore Pte Ltd� Philips Electronics Singapore Pte Ltd� Phillip Futures Pte Ltd� Plus Alpha Consulting Co.,Ltd.� Pos Malaysia Berhad� Price Perrott Limited� PricewaterhouseCoopers Consulting (Singapore) Pte Ltd� PricewaterhouseCoopers Malaysia� Prudential Assurance (M) Berhad� Pwc Consulting Services (M) Sdn Bhd� REC Solar Pte Ltd� RICOH Asia Pacific Pte Ltd� RS Components� Rakuten Viki� Rentokil Initial Malaysia Sendirian Berhad� ResponseTek� SAP Asia Pte Ltd� SAP Labs LLC� SAP hybris� SCA Hygiene Malaysia Sdn Bhd� SCG Cement-Building Materials Co.,Ltd.� SKYCable Corporation� SMRT Corporation Ltd� SP Services Ltd� SPRING Singapore� Sacombank� Salesforce.com Singapore
� Salesforce.com Singapore Pte. Ltd.� Samsung� Schneider Electric Southeast Asia (HQ) Pte Ltd� Sembcorp Development� Sensiple� Sentosa Development Corporation� Shell� Shepard Presentations� SingTel - Singapore Telecommunications Ltd� Singapore Cruise Centre Pte Ltd� Singapore General Hospital� Singapore Pools Private Limited� Singapore Post Limited� Singapore Press Holdings Limited� Singapore Red Cross Society� Singapore Telecommunications Limited� Sky Cable Corporation� SkyCable Central CATV Inc� Smart Communications, Inc.� StarHub Limited� Starwood Asia Pacific Hotels & Resorts� State Street Bank & Trust Company, Singapore� Study Group Pte Ltd� Sun Media Corporation Sdn Bhd� Surfer Girl� SurveyMonkey Europe� Sysomos
� Takaful Ikhlas Berhad� Telekom Malaysia Berhad� Teleperformance Singapore� Tenaga Nasional Berhad� The Ascott Limited� The Esplanade Co Ltd� The Loyalty Post� The Nielsen Company� The Pacific Insurance Bhd� The Walt Disney Company (Southeast Asia) Pte Limited� The Western Union Company� Trent Hypermarket Limited� TripAdvisor� True Corporation Public Company Limited� True Distribution & Sales Co., Ltd.� UOB - United Overseas Bank Limited� Unionbank of the Philippines� United Overseas Bank Limited� United Overseas Bank Malaysia Bhd� Visa Worldwide Pte. Limited� Wego Private Limited� Wildlife Reserves Singapore� Wyeth Philippines, Inc.� Wyndham Corporate Centre� Yokogawa Engineering Asia Pte Ltd� Zalora Group� Zendesk� Zopim Technologies Pte Ltd� Zurich Insurance Malaysia Berhad
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WITH THANKS TO OUR 2015 SPEAKERS
Alex PatisonMaster Principal Sales
Consultant, Oracle Corporation
Andrew De SilvaDirector of Operations,
Wildlife Reserves Singapore
Ankit LalHead of Social Media
and Campaign Evangelist,
Aam Aadmi Party
Andreas SkopalDirector &
Customer Leader – Southeast Asia,
PricewaterhouseCoopers Consulting (Singapore)
Andy CranshawSenior Principal
Business Consultant, Southeast Asia,
Genesys
Bartosz DemczukConsulting Director,
Comarch
Chris DannDirector, Customer
Experience, The Nielsen Company
Deepak SharmaEVP and Head of Digital
Initiatives, Kotak Mahindra Bank
Douglas LimGlobal Head of
Customer Service, Midea Group
David LeeHead of eCommerce, Electrolux Asia Pacific
Dominic KohVice President, Head
of Digital & Social Marketing – Asia
Pacific, MasterCard
Dr Jason PriceManagement Consultant,
Price Perrott Limited
Benjamin WilliamSecretary General &
CEO, Singapore Red Cross
Society
Brendan LeeceInternational Customer Experience Manager,
E.ON Energy
Cahyadi PoernomoGroup Head Customer Value Management,
Indosat
Binu AzadDirector Global
Customer Services, Philips Electronics
Singapore
Bruce WellsVice President & General Manager APAC, Medallia
Chris BrownDirector, Customer
Experience Management, Confirmit
Edwin ShaoHead Data Scientist, Asia Miles Limited
Jeannette ArrowoodManaging Director,
Asia Pacific, Expion
(a division of Sysomos)
Jorrit PrangerAssociate Director,
Consulting, PricewaterhouseCoopers
Malaysia
Hussain AfeefDirector of Training, Development and Quality Assurance,
LUX* Maldives
João Marcelo RoccoVice-President, Global Brand Experience and
Consistency, Accor Hotels Luxury and
Upscale Brands
Kunal MehtaHead of IT, Star Bazaar (a Trent Hypermarket &
TESCO enterprise)
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WITH THANKS TO OUR 2015 SPEAKERS
Libby LeeGeneral Manager,
Oracle Applications – Customer Experience,
ASEAN & SAGE, Oracle Corporation
Marcus ChilleryVice President of Sales,
Confirmit
Mark WeinsteinFounder & CEO, MeWe
Louise LongHead of Customer Experience Design NABLabs, National
Australia Bank Limited
Mark LiversidgeChief Marketing Officer
Asia Pacific, Hilton Worldwide
Michal KowalskiFounder & Chief Executive Officer,
Lab4motion
Ravi KumarChief Operating Officer,
PT. Mitra Adiperkasa
Roman NedielkaGroup Director
Customer Experience, Etisalat Group
Shailesh ChopraDirector, Vendor
Service Relationship GTO DeAWM, Deutsche Bank
Raymond TeoCertified Lego Serious Play Facilitator and Regional Six Sigma Master Black Belt,
Linde Gas Asia
Sandie OvertveldVP of Sales, APAC,
Zendesk
Shep HykenChief Amazement
Officer
Mike KeohaneEnterprise Account Executive, Zendesk
Nicholas KontopoulosGlobal Head of Fast Growth Markets &
Marketing Innovation and Customer Engagement &
Commerce, SAP
Prashant HoskoteSenior Director Quality and Service Excellence,
Max India Group
Ng Sze MinConsultant,
Interactive Intelligence
Philip JosephContact Centre Director,
Ooredoo Myanmar
Raju NairExecutive Director and
Head of Customer Journey Design,
DBS Bank
Simon TateAVP, Commercial Sales
Asia, Salesforce
Sunil NarangVP – Services Business,
Asia Pacific Region; VP – WW Services
Business, Packaging Printing Solutions, Kodak Singapore
Victor CuiCEO,
ONE Championship
Stuart SmithChief, Service
Innovation Practice, National University of
Singapore’s Institute of Systems Science
Tom BlackmanAsia Sales Manager,
Zendesk
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WITH THANKS TO OUR 2015 SPONSORS
+
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PORTFOLIO EVENT CALENDAR FOR 2016
1 - 2 March 2016Kuala Lumpur, Malaysia
14 - 15 March 2016 Phuket, Thailand
24 – 25 May 2016Singapore
1- 2 June 2016Manila, Philippines
2016CALL CENTER WEEK
HOW TO GET INVOLVEDProgram Development
Nazrul AmanTel: +65 6722 [email protected]
Press, Marketing & Media Partnership
Rani KuppusamyTel: +65 6722 [email protected]
Sponsoring & Exhibiting
Daniel von BurgTel: +65 6722 [email protected]
HOW TO GET IN TOUCH +65 6722 9388 [email protected]
“Informative, interactive, great networking opportunity, interesting speakers and guests. Time well spent!”
Anne Lampeter, Consumer Relations Manager Asia Pacific, Mondelez International
“An excellent event for getting an understanding of what is happening in the Asian CEM market”
Chris Brown, Director: Customer Experience Management, Confirmit
“Simply - the best conference I have been to in terms of content, networking opportunities and organisation.”
Brendan Leece, CEX business partner, E.ON
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