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Hear directly from seasoned marketers and CX professionals across Asia Pacific on how they measure customer engagements and ensure that every single interaction is a positive step towards loyalty and driving growth.
Ever wondered what the business case for CX is today and how successful CEOs use it as a differentiator in delivering business outcomes? Listen to real life examples from Shalini in their journey of bringing together sales, service and marketing functions with the intent to improve overall CX; reduce cost, improve sales effectiveness and increase revenue potential.
Shalini Warrier, Executive Director, Federal Bank
Samantha and her team are leading an organisation wide program to transform from divisional siloes & good 'customer' intention to a consistent, customer-led and co-designed approach to listening and actioning on what matters the most in - the moments that matter to their customers. By aligning customer, donor and employee experiences they are changing lives, find out how.
Samantha Bartlett, Chief Marketing Officer, Australian Red Cross Lifeblood
In this conversation, listen to Dharmarajan share how Tata CliQ is using data as the foundation of their CX strategy, how they extract insights from this data, action the insights derived and in-turn drive more meaningful customer relationships while helping the business grow both, top line and bottom line.
Dharmarajan K, Chief Product & Customer Experience Officer, Tata CLiQ
Pankaj talks about how modern marketers need to think beyond conventional demand generation and wear a cross-functional hat, keeping CX as their guiding light. He shares real life examples of how INSEAD has seamlessly integrated front end touchpoints with admissions offices, invoicing, finance/AR, on-boarding and community building into a delivering and end-to-end delightful experience for customers.
Pankaj Kumar, Associate Director Digital Marketing Innovation & Operation, INSEAD Executive Education
As a director at Australian Loyalty Association, Carly advises loyalty marketers on why they need a robust loyalty program and how to make it real. In this session she shares industry best practices on the use data to effectively reduce churn, gain insights, identify gaps in customer journeys, personalise communications, and drive up profitability with real life examples from Woolworths, Stitch Fix, Software, Il Makiage, Spotify and CVS Pharmacy.
Carly Neubauer, Director of Sciensa Loyalty & Co-Founder, WiiN Global
Grounded in real life customer experience transformation, Sourabh shares examples of how Bajaj Allianz is delivering customer delight in the moments of truth. With an intelligent use of data, they are able to settle travel insurance claims even before customers action the ask. Working to earn customer trust is his north star and effective use of data his super power.
Sourabh Chatterjee, President, Head - Technology, Digital Sales, Travel, Bajaj Allianz General Insurance Limited