Transformative CX Talks
September 20 - 22, 2022

All organizations are driven by a certain vision that goes back to the drawing board of its early founders. Such vision is the true north which companies strive to carve its path towards. What happens though when the plan you have on paper becomes obsolete the next day? At the pace transformation runs, which accelerates at astonishing rates amid global phenomena, a highly perceptive approach is inevitable.

Immerse in thought-provoking exchanges on transformative strategies with some of the most passionate CX aficionados we gathered. We will delve into how the industry is defined today – and in the years to come – by the hyper-competitive CX needs and how companies can fulfill these expectations.

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Themes
Speakers
Combined CX Experience
CX Audience
Watch the sessions
Day 1
Sept. 20, 2022
Forward-Looking CX Trends
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Plenary Sessions
Uncover the latest CX practices shaping the way disruptive brands service their customers
Ian Aitchison
Ian Aitchison
COPC APAC
Hisashi Tsuji
Hisashi Tsuji
Adobe
Amelie Brouhard
Amelie Brouhard
Club Med
Krishna Baidya
Krishna Baidya
Frost & Sullivan
Focus Sessions
Channel digitization and expansion
When a digital-first experience becomes a staple and integrates with other CX modes
Revisiting service journey for future CX
Understanding the value of connected experiences and a customer-centric outlook
Smarter products and services
With lifestyle-altering transformations, how technology breakthroughs are defining customer expectations
Hyper-personalization
How companies can step up their game as customers look for customizable, concise connections. Tip: timing is everything
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Day 2
Sept. 21, 2022
Future CX Talent Strategies
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Plenary Session
Enable the workforce of the future today amid the fast-shifting talent landscape
Loukas Tourkomanis
Loukas Tourkomanis
ex-Airbnb and Tiktok
Sjiva De Meester
Sjiva De Meester
9 Yards Innovation
Daniel Mendez Costabel
Daniel Mendez Costabel
Microsoft
Krishna Baidya
Krishna Baidya
Frost & Sullivan
Focus Sessions
The new age of learning
As hybrid work models emerge, how today’s talent can gear up for tomorrow’s capabilities
Hiring and working from anywhere
What best practices organizations have embodied in recruitment, beyond the swift adoption of virtual alternatives
Making data-driven people decisions
How companies can redefine strategies through the convergence of technology and human experiences
Driving positive impact
With the workforce’s growing awareness of sustainability, how trailblazers are promoting better involvement
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Day 3
Sept. 22, 2022
Digital Transformation in CX
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Plenary Session
Lead the pack as you propel your organization’s technological evolution
Karen Teo
Karen Teo
Meta
Tuukka Josefsson
Tuukka Josefsson
Utopia Analytics
Wouter Delbaere
Wouter Delbaere
Mangtas
Krishna Baidya
Krishna Baidya
Frost & Sullivan
Focus Sessions
Latest innovations affecting CX
More than just a buzzword, how metaverse breaks barriers and elevates CX
Leveraging AI and ML in CX
How AI and ML navigate the intricacies of the human-reliant content moderation domain
Adopting Tech of the Future to transform CX
Making tomorrow’s tech concepts your company’s CX offerings today
The rise of green tech
As digital divide prevails, how companies can strengthen its ESG efforts to make a difference
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Speakers
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Ian Aitchison
CEO at COPC APAC
DAY 1
Ian has great expertise in Asian and Australian customer contact operations. With 20+ years in the customer contact industry, his career has been marked by the consistent delivery of quality, service and process improvement - the hallmark of the COPC Standards.
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Dibyo Haldar
Managing Director, Small Business Programs (APAC) at Meta
DAY 1
Dibyo leads Meta’s Small Business Group, helping small and medium businesses grow across the Asia-Pacific region. He has worked in sales, marketing, and strategy roles in India, London, and Singapore across organizations including Coca-Cola, Marketics, and Skype.
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Hisashi Tsuji
Director, Customer Support Japan and APAC at Adobe
DAY 1
Hisashi has been in the contact center management space for 15 years. He is armed with the passion to transform operations through the optimal convergence of partner and in-house relations along with digital and direct methods to provide an effortless service support model.
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Rahul Rajpal
Director, Services Operations, Operations & Practices (gCare, gTech) at Google
DAY 1
Rahul lives by the 3P model: people's person, passionate at heart for sustainability and the environment, and believes in spreading positivity in every situation. He is keen on CX and digital transformation and aims to make an impact in the lives of SMBs globally.
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Amelie Brouhard
VP Marketing, Omnichannel North America & USA Sales at Club Med
DAY 1
Amélie leads the North American Marketing and USA Sales teams, based in Miami, Florida. With rapid expansion plans through 2024, Amélie and her team have key roles in the evolution of the Club Med portfolio as well as leading the way through the post-pandemic travel rebound.
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Bhavana Chauhan
Large Enterprise Account Director, LinkedIn Talent, Learning & Engagement Solutions at LinkedIn Learning
DAY 2
Bhavana is a trusted advisor for some of the largest clients across SG and MY. As a strategic advisor and value creator for her clients, she enjoys her role in helping organizations prepare for the “Future of Work.” She has built a diverse career trajectory which spans 20 years.
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Loukas Tourkomanis
CX Executive (ex-Airbnb and Tiktok)
DAY 2
Loukas is a huge proponent for remote work and believes flexibility is tomorrow's currency. He has spent his career in customer support, working for large scale BPOs and high growth tech companies. Fascinated by the intersection of people and technology, he is always looking for the next big thing.
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Sjiva De Meester
Founder & Managing Director at 9 Yards Innovation
DAY 2
Sjiva has 15+ years of experience working with senior human resources, customer experience, and business leaders. Her team has led award winning projects globally. She mentors various aspiring entrepreneurs and leaders that are trying to build a bridge between social and data science.
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Daniel Mendez Costabel
Innovation Lead and Customer Experience Director at Microsoft
DAY 2
Daniel is an enthusiastic explorer of relationship management, innovation, and customer service ideas and practices. For 20+ years, he has focused on the orchestration of teams and partners to deliver customers’ experiences and business results at a global level.
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Karen Teo
VP Global Business Group SMBs, APAC at Meta
DAY 3
Karen is Meta’s first Southeast Asian female VP in APAC. She continues to elevate the dialogue on equality externally and has spoken at various government and private institutions on the importance of diversity and inclusion in building a future-forward workforce.
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Tuukka Josefsson
Commercial Director at Utopia Analytics
DAY 3
Tuukka is a seasoned commercial leader. With an MBA and 20+ years of experience in sales and business development, having worked with international start-ups, growth companies and large multinationals, he understands the opportunities and challenges embracing change can bring.
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Wouter Delbaere
Co-Founder & CEO at Mangtas
DAY 3
Wouter is a tech entrepreneur. With a master's degree in IT, and having applied tech to various domains since he was 16, he eventually ran a regional FinTech business for one of the largest solutions providers in the world. Having built three startups so far, his current mission is to help fuel the future of tech through his company.
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Wendy Gonzalez
CEO at Sama
DAY 3
Wendy is one of few female leaders within the male-dominated AI industry. With two decades of managerial and technology leadership experience, she is an executive passionate about building high-performing, high-functioning teams that develop and scale innovative, impactful technology.
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Krishna Baidya
Director and Head of Asia Pacific​ Customer Experience Practice at Frost & Sullivan
ALL DAYS
Krishna has spent 15+ years in ICT research and consulting. His experience includes supporting technology vendors and service providers in addressing key strategic issues. He has been quoted in leading media such as Channel News Asia, BBC, BusinessWeek Telecom Asia, Singapore Business Times, Business Standard, The Straits Times, and Malaysian Business.

Let’s continue the CX conversation!

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