Why millennials are killing loyalty and demanding brand engagement?

The first panel discussion at the 2017 CXO Leaders Summit Singapore was moderated by Anna Gong, CEO, Perx Technologies and featuring Jessica Li, APAC Director of Customer Experience at Johnson & Johnson, Niamh Byrne, Head of Customer Experience, APC & EMEA at Citi Bank, Rod Strother, Vice President of Digital Transformation at StarHub and Tomasz Kurczyk, Digital Transformation Director at AXA Singapore. The discussion was themed around ‘Why millennials are killing loyalty and demanding brand engagement?’’ and covered why Millennials are highly flirtatious, spoilt for choice and are no longer lured simply by brand loyalty.

The panellists discussed how in the digital age, we need to engage and build relationships with our customers in a way they only know how – instant, spontaneous, purpose driven and fun with contextual and predictive engagement being fundamental. This panel discussion delved into the strategic move towards building a more personalized and contextualized customer journey with the younger demographic, leveraging data, AI, apps and customer engagement solutions and highlighted the importance for brands to create a customer relationship to build sustainable brand loyalty.

Moderator:
Anna Gong, CEO, Perx Technologies

Panellists:
Niamh Byrne, Head of Customer Experience, APC & EMEA, Citi Bank
Tomasz Kurczyk, Digital Transformation Director, AXA Singapore
Rod Strother, VP Digital Transformation, StarHub
Jessica Li, APAC Director of Customer Experience, Johnson & Johnson

Anna is the CEO and Founder of Perx Technologies Pte Ltd, the leading mobile customer engagement SaaS company, backed by the co-founder of Facebook Eduardo Saverin and Golden Gate Ventures. Previous to joining Perx, her 5th startup experience, Anna was Vice President of Channels Sales for Asia Pacific & Japan at Infor where she’s responsible for the go-to-market strategy and execution of the channels sales business.

Niamh is currently the Head of Customer Experience at Citi Bank and is a seasoned international marketer with deep experience in the mobile telecom and technology sectors. His role focuses on building a customer first, mobile first culture, delivering personalized, consistent and compelling Omni-channel customer experiences across 16 markets.

Tomasz is the Digital Transformation Director at AXA Singapore. He is a seasoned Senior Digital, CRM and Customer Experience Leader with strong leadership and entrepreneurial aptitude, complemented by a decade of outstanding hands-on expertise in business and technology aspects of digital business, customer strategies and customer experience within complex organisations.

Rod leads StarHub’s digital transformation efforts in order to deliver a seamless multi-platform brand experience for customers. He has more than 30 years of experience in marketing, digital and social media for brand and marketing agencies across UK, Malaysia, New Zealand and Singapore. A regular speaker at conferences in Asia and internationally as well as a judge for a number of international marketing and digital award shows, Rod was named as one of the Top 20 Digital Marketing professionals by the CMO Council in 2013.

Jessica is the APAC Director of Customer Experience at Johnson & Johnson. She started her career with Procter & Gamble as a Distribution Resources Planning Manager and has held progressive positions in supply chain management, in Canada and in China, with Unilever, Novartis, Diageo and Louis Vuitton prior to joining Johnson & Johnson in 2011.

How culture drives customer experiences?

Shefali Gupta, Senior Vice President Strategy and Priyank Sharma, Vice President, Regional Customer Experience at DBS Bank spoke to delegates at the 2017 CXO Leaders Summit Singapore about ‘How culture drives customer experiences?’

The keynote presentation covered learnings from DBS on the right behaviours and mindsets that employees should have to ensure delivery of exceptional experience to their customers. They covered questions on how customer experience is not driven only by the frontline staff, but is dependent on the organisation’s mindset as a whole.

Shefali is currently the Senior Vice President of Strategy at DBS Bank. She is Senior banker with experience in Assets and Liability business. Functional expertise in Operations, Service, Sales & Distribution and call centre management with 15 years of global banking experience with Citibank.

Priyank is currently the Vice President of Regional Customer Experience at DBS Bank with experience in customer experience management, customer experience analytics, business and marketing analytics, customer strategy, focus group discussions, enterprise transformation and strategic initiatives.

Final stages for registration

24 March 2017 – The 2nd annual CXO Leaders Summit Singapore is just over 4 weeks away and is now entering its final stages for registration. The event will take place at Suntec Singapore Convention and Exhibition Centre on 27 April 2017. The CXO Leaders Summit Singapore is an invitation-only event, and attracts the regions’ key marketing and customer experience leaders to discuss the critical issues that affect the day-to-day operations of their business. The Summit provides these individuals an opportunity to learn about the critical issues facing the industry along with understanding and exchanging ideas with their peers through targeted workshops and sessions. The event is held in a relaxed and captive environment allowing all involved to interact in targeted and personalised workshops, keynotes, panels, think-tanks, roundtables and one-to-one meetings. Now is the time to register your interest to ensure your seat at this prestigious event.

Media Corp International who hosts the CXO Leaders Summit Singapore have been working to bring together the top marketing and customer experience executives from throughout Singapore to discuss and debate the current trends, challenges and solutions facing the industry within the region. “We are really excited about hosting the 2nd annual CXO Leaders Summit Singapore and from the incredible response and feedback we have had from delegates and sponsors about the calibre of the program in place, we are in for a fantastic event. The international and local speakers lined up for this event are certainly going to make it the key CXO gathering for 2017. But it’s not too late to get involved in this event – now is the time to reach out and connect” said Media Corp International CEO, Tyron McGurgan.

Among the guests are a specialist list of speakers including:

  • Pete Nuchanatanon – Head of Marketing (SG), Google
  • Anna Gong – CEO, Perx
  • Jessica Li – APAC Director of Customer Experience, Johnson & Johnson Vision Care
  • Stephanie Myers – Senior Vice President Customer Experience, Prudential
  • Bjorn Sprengers – Chief Marketing Officer, PropertyGuru Group
  • Shefali Gupta – Senior Vice President Strategy & Planning, DBS Bank Singapore
  • Karen Chan – Chief Digital Officer, Pizza Hut Asia
  • Navneet Nayyar – AVP and Head of SEA, Sterlite

The CXO Leaders Summit Singapore will bring together over 120 of Singapore’s leading marketing and customer experience professionals to discuss critical issues facing their industry with delegates from some of the largest organisations in Singapore and around the world including Accor Hotels Asia Pacific, AIA, AIG, Allianz, Aon, Aviva, Carlton Hotel Singapore, Citi Bank, DBS Bank, Facebook, General Motors, Google, HARIBO, HSBC, Japan Airlines, Johnson & Johnson, Jones Lang LaSalle, Lazada Group, Mastercard, Maybank, Metlife, Mondelez International, Motorola Solutions, Nokia, OCBC Bank, PGA Tour, Prudential, Randstad, RCMA Group, Rolls-Royce Singapore, SGInnovate, Singapore Post, Telstra, Tesco, Thales, TNT Asia, UA Sports, Wilson Electronics, Yum Brands and Zest just to name a few.

The CXO Leaders Summit Singapore offers companies an amazing opportunity to get their products and services in front of leaders within the marketing and customer experience space over the course of the event. For more information on how the Summit can benefit your business as a sponsor or partner, please contact Nicholas Roberts, Media Corp International Regional Director on +61 (0) 403 517 226 or at nick@mediacorpinternational.com.

For more information about the CXO Leaders Summit Singapore or to register your interest please visit http://cxoleaders.com.

CXO Leaders Summit Singapore

Thursday 27 April, Singapore

http://cxoleaders.com

#CXOLeadersSummit

Premium Sponsors

Research Partner

CXO Leaders Summit Singapore is powered by Media Corp International.

For all media enquiries please contact:

Ivana Roberts – Marketing Director, Media Corp International

E: ivana@mediacorpinternational.com

P: +61 (0) 421 055 326

The 2nd annual CXO Leaders Summit Singapore is set to exceed expectations!

CXO Leaders Summit Singapore
27 April 2017, Suntec Singapore Convention & Exhibition Centre


3 March 2017 – Preparations for the 2nd annual CXO Leaders Summit Singapore program are nearing completion and the 2017 Summit is on track to exceed expectations. The event will take place at Suntec Singapore Convention and Exhibition Centre on 27 April 2017 and registrations are now entering their final stages. The CXO Leaders Summit Singapore is an invitation-only event, intended for the regions’ key marketing and customer experience leaders to discuss the critical issues that affect the day-to-day operations of their business. The Summit provides these individuals an opportunity to learn about the critical issues facing the industry along with understanding and exchanging ideas with their peers through targeted workshops and sessions. The event is held in a relaxed and captive environment allowing all involved to interact in targeted and personalised workshops, keynotes, panels, think-tanks, roundtables and one-to-one meetings. Now is the time to register your interest to ensure your seat at this prestigious event.

Media Corp International who hosts the CXO Leaders Summit Singapore have been working to bring together the top marketing and customer experience executives from throughout Singapore to discuss and debate the current trends, challenges and solutions facing the industry within the region. “We are really excited about hosting the 2nd annual CXO Leaders Summit Singapore and from the incredible response and feedback we have had from delegates and sponsors about the calibre of the program in place, we are in for a fantastic event. The international and local speakers lined up for this event are certainly going to make it the key CXO gathering for 2017.” said Media Corp International CEO, Tyron McGurgan.

Among the guests are a specialist list of speakers including:

  • Renaud Besnard – Marketing Director Asia Pacific, UBER
  • Pete Nuchanatanon – Head of Marketing (SG), Google
  • Anna Gong – CEO, Perx
  • Jessica Li – APAC Director of Customer Experience, Johnson & Johnson Vision Care
  • Stephanie Myers – Senior Vice President Digital Marketing, HSBC
  • Bjorn Sprengers – Chief Marketing Officer, PropertyGuru
  • Shefali Gupta – Senior Vice President Strategy & Planning, DBS Bank Singapore
  • Danial Mausoof – Head of Strategic Marketing, Nokia
  • Karen Chan – Chief Digital Officer, Pizza Hut Asia

The CXO Leaders Summit Singapore will bring together over 120 of Singapore’s leading marketing and customer experience professionals to discuss critical issues facing their industry with delegates from some of the largest organisations in Singapore and around the world including Accor Hotels Asia Pacific, AIA, AIG, Allianz, Aon, Aviva, Carlton Hotel Singapore, Citi Bank, DBS Bank, Facebook, General Motors, Google, HARIBO, HSBC, Japan Airlines, Johnson & Johnson, Jones Lang LaSalle, Lazada Group, Mastercard, Maybank, Metlife, Mondelez International, Motorola Solutions, Nokia, OCBC Bank, PGA Tour, Prudential, Randstad, RCMA Group, Rolls-Royce Singapore, SGInnovate, Singapore Post, Telstra, Tesco, Thales, TNT Asia, UA Sports, Uber, Wilson Electronics, Yum Brands and Zest just to name a few.

The CXO Leaders Summit Singapore offers companies an amazing opportunity to get their products and services in front of leaders within the marketing and customer experience space over the course of the event. For more information on how the Summit can benefit your business as a sponsor, please contact Nicholas Roberts, Media Corp International Regional Director on +61 (0) 403 517 226 or at nick@mediacorpinternational.com.

For more information about the CXO Leaders Summit Singapore or to register your interest please visit http://cxoleaders.com.

CXO Leaders Summit Singapore

Thursday 27 April, Singapore

http://cxoleaders.com

#CXOLeadersSummit

 

Premium Sponsor

 

CXO Leaders Summit Singapore is powered by Media Corp International.

For all media enquiries please contact:

Ivana Roberts – Marketing Director, Media Corp International

E: ivana@mediacorpinternational.com

P: +61 (0) 421 055 326

Grace Ho, Chief Commercial Officer, Singapore Post talks The Journey to Digital Transformation

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Grace Ho, Chief Commercial Officer for Singapore Post (SingPost), gave the Closing Keynote Presentation for the CXO Leaders Summit Singapore on The Journey to Digital Transformation. Her presentation touched upon several key industry issues and how it can be resolved. Engaging the audience and

 

Grace highlighted the emerging and disruptive technology, increasing competitive pressure in a volatile economic climate where we need to change the way businesses engage with customers.  What are the catalytic drivers needed to sustain and drive brand and customer engagement with conversion? Grace offered her thoughts and insights into the industry and how SingPost was able to adapt with the changing market.

 

As the Chief Commercial Officer (CCO) of Singapore Post Limited (SingPost), GraceHo is responsible for the commercial strategy and execution of SingPost’s marketing, sales and commercial operations for Singapore and international business. Her charter is to drive business growth and market share for the company. Grace is also a key member of the Executive Leadership Team where she is central in ensuring that the business units, product development and customer service are tightly integrated with marketing and sales, to ensure a customer-centric-go-to-market approach.

 

Grace also plays a pivotal role in SingPost’s transformation agenda. She is the architect and owner of the blue-print for how SingPost’s commercial Team operates in the domestic and international markets, for Postal and Logistics business. In addition, she owns and leads SingPost’s Brand strategy and positioning, and is instrumental in strengthening SingPost as a thought leader in the region. Prior to SingPost, Grace was the Head of Marketing for SAP Asia Pacific Japan (APJ) and oversaw SAP’s Audience marketing, Partner marketing, advertising, brand management digital and social media across the region.

 

This presentation opened the floor to many questions from the CXO Leaders. Tweet to @CXOLeaders or use #CXOLeadersSummit to join the smarter conversation. 

Steven Sos, VP Asia Pacific Shazam Wows Audience with Interactive Presentation

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The CXO Leaders Summit was proud to have Steven Sos VP, Asia Pacific, Shazam give an engaging interactive session. Steven Sos is responsible for all commercial aspects of Shazam’s APAC operation. Drawing on over 20 years of experience in media sales across mobile, television, online, magazines and newspapers, Sos is responsible for the growth and expansion of the businesses core sales proposition, leveraging mobile technology to extend engagement from a brand’s traditional consumer touch points.

Prior to joining Shazam, Steven was with Mobile Embrace, one of Australia’s leading integrated mobile and digital communications companies as their Head of Sales. There, he helped build the Mobile Embrace brand from inception and drove sales revenue and solutions across three core competencies, including mobile advertising.

He also spent 12 years with Multi Channel Network, where he was responsible for maximising advertising revenue across 50 national STV channels and a multitude of channel and independent websites.  Steven began his career in media sales working at News Corporation on The Australian Newspaper before moving to Fairfax Media to work on their stable of business magazines.

 

Shazam is one of the world’s most popular apps, used by more than 120 million people each month to magically connect to the world around them. Building on its pioneering leadership in music identification, Shazam now helps people discover, interact with, and share video, audio, or printed content on TV, radio, print and many more. The app has exceeded 20 billion total Shazams since its launch, and users Shazam over 20 million times each day.

 

Steven captured the audience with thought-provoking key messages and with live demonstrations using the Shazam app.  The audience was able to Shazam throughout Steven’s presentation and highlighted the innovative marketing campaigns.

 

This presentation opened the floor to many questions from the CXO Leaders. Tweet to @CXOLeaders or use #CXOLeadersSummit to join the smarter conversation. 

Keeping up with Consumers: Why messaging is the future of customer engagement

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The CXO Leaders was proud to present LivePerson as a Gold Sponsor as they gave a presentation on, Keeping up with Consumers: Why messaging is the future of customer engagement. LivePerson prides itself in making meaningful connections and hosts a cloud-based platform, LiveEngage that enables just that. LiveEngage enables brands to connect with consumers through app, mobile and web messaging to create the personalised, convenient service expected in today’s connected society. From the largest global enterprises to newly formed start-ups, our 18,000 customers trust us to deliver increased conversions, higher order values, lower support costs and a better customer experience.

 

Clinton Alver, Strategic Director APAC for LivePerson has comprehensive knowledge and experience in telecoms and technology, business case justification validation. He has worked closely with Enterprise IT security and regulatory authorities as well as having published articles on financial services requirements such as PCI and Anti-Money Laundering. Clinton currently works with some of APAC’s largest enterprises in Financial Services, Telecommunications, and Retail and Aviation, delivering direction that transforms the digital customer experience and drives growth.

 

Clinton was an engaging and interactive speaker that brought new insights to the CXO crowd. The way we communicate with each other has changed; we are much more likely to use technologies like SMS, WhatsApp, Twitter or Facebook as opposed to picking up the phone or writing an email. As a result WhatsApp sees over 30 billion messages sent every single day and Facebook now has 1.44 billion active users. This trend towards message-based communication is now extending to the way that consumers are interacting with their brands. However, there is a still significant gap between how businesses allow their customers to contact them and what consumers want. This session explored how major brands are innovating to keep pace with changing consumer behaviour by embracing new technology and best practices, and how this is also having a positive impact on their bottom line.

 

This presentation opened the floor to many questions from the CXO Leaders. Tweet to @CXOLeaders or use #CXOLeadersSummit to join the smarter conversation. 

CXO Leaders Presents Panel on The Power of Video in Your Brand Strategy

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The CXO Leaders Summit Singapore was proud to host an amazing panel who discussed The Power of Video in Your Brand Strategy. Panelists discussed the different formats and inventory available in a landscape that is much greater than YouTube. The panel also explored measurement and metrics, viewability, brand lift, video completions, going beyond just clicks. The conversation also brought about the social media platform and how it can be integrated.

 

Tai Morshed, TubeMogul’s Director of Enterprise Sales SEA, joined the panel. Tai moved to Singapore earlier this year and prior to that spent 2.5 years at TubeMogul NYC, where he ran point on some of the biggest brand direct partnerships. Tai is focused on helping brands in SEA shift the needle by maximising their video and brand advertising budgets and understanding how programmatic technology can add value.

 

Also joining Tai on the panel was Adam Wee Abdulla, Group Chief Marketing Officer, CIMB. Adam Wee Abdullah is CIMB’s Group Chief Marketing Officer. Adam oversees CIMB’s group-wide marketing across all its geographies and businesses. He is a veteran in the marketing field with a career spanning more than 25 years. He brings with him diversity, depth and breadth of experience across the entire marketing value chain. Prior to CIMB, Adam was the GCMO of Maybank Group, CMO of Sunrise Bhd, Director of Brand and Advertising in ASTRO and he was also responsible for regional marketing across 17 countries in BMW Asia. Adam also held senior roles managing category leading brands in multi-national agencies.

 

Karina Sury, Head of Strategy & Experience for Prudential, also joined the panel and offered many insights on the power of video. Also on the panel was Jessica Chung, Director, Regional Marketing G. China, Emerging SEA & IN, for Hotels.com. Together the panel was interacting and engaged with audience as they took questions from their industry peers.

Damien Cummings Talks Revolutionary Customer-Centric Content Marketing, At CXO Leaders Summit

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Kicking off day two was Global Head of Digital Marketing for Standard Chartered Bank, Damien Cummings. With over 20 years experience, Damien is a marketing transformation and digital thought leader. Opening with a presentation on Revolutionary Customer-Centric Content Marketing, Damien engaged and led the discussion with his fellow industry peers.

 

Damien is one the  most recognised marketing leaders in Asia having been awards such as ‘Most Influential CMO 2015’. Prior to his role as Global Head of Digital Marketing, Damien was VP & Chief Marketing Officer at Philips ASEAM & Pacific; where he led brand positioning, communications & digital marketing. Also working as the Regional Marketing Director for Samsung, Damien also held positions at Dell, Oglivy & Mather, Citibank, NRMA and Coca-Cola. Damien is also currently an APAC Board Director of the Mobile Marketing Association, on the APAC Advisory Board of the CMO Council and on the Global Executive Committee of the World Federation of Advertisers.

 

Presented in this session was a new framework for engaging customers through content marketing. Damien highlighted the importance of an overview of consumer vs. business use of social and content marketing, that expands many of the myths around how to get started and the challenges of content. Damien then showcased the framework to life through a real-life case study: Standard Chartered Bank’s revolutionary take on how to operationalise content marketing at scale.

 

This presentation opened the floor to many questions from the CXO Leaders. Tweet to @CXOLeaders or use #CXOLeadersSummit to join the smarter conversation. 

Andrew Brent, Former CMO, Barclays Bank, Presents The Growth Paradox

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Closing day one of the Annual CXO Leaders Summit was Andrew Brent, Former CMO for Barclays Bank with his presentation on The Growth Paradox. Andrew has an impressive career that spans across various industries. His presentation on The Growth Paradox examines the importance of growth as business leaders fail to neglect its strategic priority.

 

The session introduced and examined The Growth Paradox – the strange truth that, while business leaders routinely agree on the importance of growth, they frequently neglect it as a strategic priority and fail to organise their businesses to deliver it. The session then discussed how, partly as a result of this neglect, many businesses make the same Big Growth Mistake – a fundamental misunderstanding of how consumers choose between brands and make purchase decisions, and how this mistake leads to expensive, complex and ineffective commercial plans. Finally, the session explains how breakthroughs from the world of neuroscience have revealed a Big Growth Secret – potentially opening up exciting new ways for companies to position their brands for significant, sustained, profitable growth.

 

Andy spent 13 years at Procter and Gamble in senior marketing roles in the UK and Europe before moving into retailing as Marketing Director at Iceland Frozen Foods. He then spent 6 years in Asia, working for Hutchison Whampoa as Marketing Director for the ParkNShop supermarkets in Hong Kong and China, and then in a pan-Asian marketing/strategy role for Watsons The Chemist. On returning to the UK Andy was CMO for Burger King International, overseeing th expansion of this business around the world, spent 3 years as Marketing Director at Boots the Chemist in the UK, and then held CMO role at Sky broadcasting and at Barclays Bank. Recently he has been working in the Private Equity sector helping businesses reposition themselves for growth. Later in 2016 he is publishing his first book ‘The Growth Director’s Secret’.

 

This presentation opened up many questions from the CXO Leaders. Tweet to @CXOLeaders or use #CXOLeadersSummit to join the smarter conversation.

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