CX APAC

May 11 – 12  |  Live Virtual Experience

Tuesday

May 11
  • 12:00 pm – 12:15 pm AESTWelcome & Opening Remarks
  • 12:20 pm – 12:50 pm AESTKeynote Session
  • 12:55 pm – 1:40 pm AESTBreakout & Case Study Sessions
  • 1:40 pm – 2:00 pm AESTBreak
  • 2:00 pm – 2:45 pm AESTBreakout & Case Study Sessions
  • 2:50 pm – 3:40 pm AESTKeynote Sessions
  • 3:45 pm – 4:10 pm AESTFeatured Performer: Ricki-Lee
  • 4:10 pm – 4:15 pm AESTEnd Of Day Remarks
  • 4:15 pm – 4:45 pm AESTNetworking & Marketplace

Wednesday

May 12
  • 12:00 pm – 12:10 pm AESTWelcome Back
  • 12:10 pm – 12:40 pm AESTKeynote Session
  • 12:45 pm – 1:30 pm AESTBreakout & Case Study Sessions
  • 1:30 pm – 1:45 pm AESTBreak
  • 1:45 pm – 2:05 pm AESTBreakout Sessions
  • 2:10 pm – 2:45 pm AESTKeynote Session & Closing Remarks
  • 2:45 pm – 3:15 pm AESTNetworking & Marketplace

Tuesday May 11

9:00 am – 12:00 pm AEST

CX Certification Live: Sharpen Your CX Measurement & Metrics – Available On Demand

Without a strong measurement program, CX efforts will struggle to demonstrate impact and win funding. In this session, learn the key steps to establishing your measurement program including how to set future targets, identify quick wins, and tools and processes to share CX measurement insights. By attending, you’ll also get a jump start earning your Mastering CX certification.

Speakers:
Vikram Sehgal, VP, Research Director, Forrester

Inclusion And The Math Of Equity – Available On Demand

What does inclusion mean and what are the implications if we truly want to be an equitable organization? Schindler’s Inclusion Scale explains how inclusion relates to tolerance, equality, empathy and equity. The session reveals the surprisingly radical implications of equity based on a mathematical model.

Speakers:
Eric Way, Global Head of Inclusion, Diversity and CSR, Schindler Group

Attendee Orientation – Available On Demand

Join us for the CX APAC Virtual Experience attendee orientation. We’ll take you on a tour of the platform while we share planning and engagement tips to help you get the most out of the event.

Spotlight Sessions – Available On Demand

See the list of available Spotlight Sessions here.

12:00 pm – 12:15 pm AEST

Welcome & Opening Remarks

Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Michael Barnes, VP, Research Director, Forrester
George Colony, CEO, Forrester

12:20 pm – 12:50 pm AEST

How To Become Customer Obsessed

Customer obsession is the great idea that everyone agrees with and no one knows how to do. In this session, we’ll consider how an enterprise-wide focus on the customer — Customer Obsession — will sustain you through these turbulent times, give a clear beacon for day-to-day efforts, and help demonstrate your brand promise. Get ready, this session is about action, not theory. We’ll introduce you to Forrester’s Operations Review, a template to link customer obsession to your brand strategy so that you can operationalize customer obsession in a way that is right for your firm’s capabilities and customers.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

12:55 pm – 1:15 pm AEST

Breakout Sessions

Sessions led by Forrester analysts that look at the latest in topics such as culture, operations, strategy, design and more.

Priorities
How To Craft Hybrid Customer Experiences That Build Trust

Customers want the best of both worlds – digital and physical, and choose to do business with companies that have embodied their values and earned their trust. This poses a challenge for companies in light of the present economic realities. But it also presents an opportunity to compete and grow with a renewed purpose. In this session, you will learn how to craft hybrid customer experience strategies to reinforce trust with your customers while also driving growth.

Speakers:
Tom Mouhsian, Principal Analyst, Forrester

READ MORE +READ LESS -
Leadership & Culture
Propel Your Culture Towards Customer Obsession

Cultures that support customer obsession don’t exist by accident. Rather, they are the result of a defined strategy and target expression of customer obsession that employees fulfill. We’ll talk about how cultures can transform towards customer obsession by: 1) determining your right-fit version of customer obsession, 2) educating employees on what customer obsession is and how to strive for it, and 3) reinforcing customer obsession through recognition and reward.

Speakers:
Angelina Gennis, Senior Analyst, Forrester

READ MORE +READ LESS -
Special Session
Start Today: A Practical Framework For Using Instant Feedback To Power Real-Time CX

Lag time in customer feedback won’t cut it. Market conditions and customer sentiments move too fast for an outdated customer feedback system that takes weeks or months to go from collection to insights. Join Steve Peltzman, Forrester’s chief business technology officer and head of FeedbackNow, as he offers a practical, actionable framework for implementing real-time CX operations at your organization. Plus, get an overview of some of the technologies that can help you revolutionize your customer experiences.

Speakers:
Steve Peltzman, Chief Business Technology Officer, Head of FeedbackNow, Forrester

READ MORE +READ LESS -
1:20 pm – 1:40 pm AEST

Case Study Sessions

Real-world case studies presented by our sponsors.

Confirmit: “What gets measured, gets done!” Customer Experience at ROCKWOOL

ROCKWOOL has completely redefined the Customer Experience with a goal to continuously engage with customers and improve all touchpoints across the customer journey. In this presentation, you’ll learn: why a global market leader in stone wool insulation is revolutionizing its CX; how ROCKWOOL addressed the challenges they faced on this CX improvement journey; what outcomes they’ve achieve with their new customer-centric approach.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Gerda Swinkels-Legierse, Head of Customer Experience, Grodan
Jørgen Schüren, Business Director, Customer Experience Management, Confirmit

Oracle: Disruption at the Edge – Emerging Leaders in CX

As we emerge from a fraught period living at the edge, senior leaders are still struggling with the issue of conceiving and sustaining success through digital transformation. The reality is that successfully navigating this change is easier for truly digitally connected organisations who are open to (sometimes radical) business model innovation. We’ll bring you inspiring stories of leading organisations who are pushing the boundaries of what’s possible in CX.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Christian Hyland, Director, Customer Experience Strategy & Transformation, Oracle Asia Pacific
Lisa Collins, Director of Customer Experience Strategy, Oracle

Sprinklr: Standard Chartered Bank’s Ambitions & Agility to Provide Omnichannel CX

Standard Chartered expects to grow it’s global customer base by 3x. With this exponential growth, comes challenges and opportunities to deliver relevant, personalised customer experience in real-time across channels. With his characteristic humility and thoughtfulness, Aalishaan sits down with Carlos to discuss Standard Chartered Bank’s journey to be agile and provide omnichannel CX in new markets, whilst serving existing ones, all the while staying true to its ambition of being “here for good.”

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Aalishaan Zaidi, Global Head, Personal Banking, Standard Chartered Bank
Carlos Dominguez, Vice Chairman of the Board and Chief Evangelist, Sprinklr

1:40 pm – 2:00 pm AEST

Break

2:00 pm – 2:20 pm AEST

Breakout Sessions

Sessions led by Forrester analysts that look at the latest in topics such as culture, operations, strategy, design and more.

Priorities
Top Design Projects Of 2021:​ Beware The Design Deficit

Design can determine the success or failure of your CX strategy, but where should you focus your finite design efforts? In this session, you’ll hear new Forrester data about where design contributes most often and how to judge its success.

Speakers:
Andrew Hogan, Principal Analyst, Forrester

READ MORE +READ LESS -
Leadership & Culture
Employees First, Customers Second!

Yes, you read that right. Despite ongoing efforts and investments in CX, most firms still deliver mediocre CX. How can you break through to the next level using the power of employees? Attend this session to learn how a handful of firms are leveraging employee experience and data to boost their CX efforts, and how you can begin replicating this at your own firm today.

Speakers:
Amit Bhatia, Senior Analyst, Forrester

READ MORE +READ LESS -
Special Session
Panel: Shining The Light On Diversity & Inclusion In Asia Pacific

The business case for diversity is no longer up for debate in most geographies, with data showing that a diverse workforce brings benefits in terms of innovation, the ability to connect with customers and overall engagement. Yet there are still some parts of the world where even the terms diversity and inclusion are new age concepts. Take Asia Pacific as an example where cultural norms in certain geographies can appear as discriminatory practices in others. Join prominent Forrester analysts across Asia Pacific as they discuss the D&I issues unique to APAC, and how organizations can respect those cultural norms without rewarding discriminatory behavior.

Speakers:
Rania Makriyiannis, Principal Consultant, Forrester
Jinan Budge, Principal Analyst, Forrester
Vasupradha Srinivasan, Senior Analyst, Forrester
Sam Higgins, Principal Analyst, Forrester

READ MORE +READ LESS -
2:25 pm – 2:45 pm AEST

Case Study Sessions

Real-world case studies presented by our sponsors.

Intercom: Striking a Balance Between Efficiency and Personalisation with Automated Self-Service

Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Nick Wellner, Senior Account Executive, Intercom

UserTesting: Successfully Maximizing Customer Insights At T. Rowe Price

T. Rowe Price faced a challenge: 37% of new account applicants weren’t moving beyond the first page of the process. The UserTesting® Human Insight Platform enabled the company to identify the points of customer confusion within hours, close the experience gap, and reduce the percentage of customers dropping out of the application process. In this session, learn the value of how fast, actionable human insights can strengthen your organization’s bottom line.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
, ,
Harsha Thayi, Senior Manager of User Experience, T. Rowe Price

2:50 pm – 3:20 pm AEST

A Brand Is What A Brand Does

A must-attend session with Sweta Mehra, Chief Marketing Officer at ANZ. Sweta will share ANZ’s journey to delivering exceptional experiences to their customers.

Speakers:
Sweta Mehra, Chief Marketing Officer, ANZ

3:25 pm – 3:40 pm AEST

Introducing Forrester’s Bold New Research Offerings

Gain insights into current and future markets. Make decisions with confidence. Accelerate progress on your most pressing priorities. Join us for a deep dive session on Forrester’s new research offerings that help you do all of these things and more.

Speakers:
Vikram Sehgal, VP, Research Director, Forrester

3:45 pm – 4:10 pm AEST

Featured Performer: Ricki-Lee

RICKI-LEE is a multi-platinum selling ARIA nominated singer/songwriter. The powerhouse vocalist has sold over 1 Million records globally, achieved 4x #1’s on the ARIA Dance Chart & UK Club Chart, 15x ARIA Top 20 singles, 2x ARIA Top Ten Albums, a Top 10 album on Japan’s Billboard Hot 100 Chart, 5x Gold, 4x Platinum and 3x Double Platinum certifications and over 30 million streams of her music. Her latest single, the feel-good anthem ‘Last Night’ was released in 2020 and went straight to #1 on the Australian iTunes chart. She has toured Australia playing sold out shows all around the country for the past 15 years, and has also toured Australia with international superstars Jason Derulo and the Backstreet Boys. Ricki-Lee is working on new music to release in 2021 and is looking forward to filming the new season of AGT!

4:10 pm – 4:15 pm AEST

End Of Day Remarks

Closing out the first day of CX APAC with a few words from our event host.

Speakers:
Riccardo Pasto, Principal Analyst, Forrester

4:15 pm – 4:45 pm AEST

Networking & Marketplace

Connect with other attendees by participating in facilitated networking sessions or learn more about the solutions that will help your organization deliver connected experiences by visiting the Marketplace Village.

Analyst-Led Peer Roundtables

Join interactive, analyst-led group discussions focusing on specific topics that are top of mind.

Crafting Hybrid Customer Experiences To Serve And Engage Clients Better

During this session, we will discuss how various organizations are adapting to the new COVID-era realities by upgrading their digital, virtual and interactive capabilities in their omnichannel sales and service models. We anticipate an active peer-to-peer discussion, so please come prepared to share your ideas and ask questions. Below are some of the topics that will be covered in this session.

  • How are organizations leveraging their capabilities to augment client service in a hybrid way, combining the best of digital and human engagement?
  • Are customers happy with what they are getting now (i.e. pandemic phase) from digital and human channels; what are the trends?
  • How do organizations prioritize when trying to decide where to invest their limited resources?

Speakers:
Tom Mouhsian, Principal Analyst, Forrester

Leveraging Customer Service Insights To Be More Customer Obsessed

During this session, you will learn from your peers on how they are becoming more customer obsessed. Below are the topics we’ll explore during our conversation.

  • How are customer service insights different?
  • How do we get started on an insight-based contact center?
  • Are there market technologies that can be leverages to this at scale?

Speakers:
Vasupradha Srinivasan, Senior Analyst, Forrester

VIP Exclusive Session: The Future Of Work

Join this facilitated roundtable with Forrester Principal Analyst, Sam Higgins, to collaborate with peers on identifying emerging tactics for preparing your organization for the future of work as we continue our journey through and out of the pandemic and in line with the rise of automation and intelligent technologies.

Speakers:
Sam Higgins, Principal Analyst, Forrester

Wednesday May 12

11:00 am – 11:30 am AEST

CX Certification Live: Sharpen Your CX Measurement & Metrics

Without a strong measurement program, CX efforts will struggle to demonstrate impact and win funding. In this session, learn the key steps to establishing your measurement program including how to set future targets, identify quick wins, and tools and processes to share CX measurement insights. By attending, you’ll also get a jump start earning your Mastering CX certification.

Speakers:
Vikram Sehgal, VP, Research Director, Forrester

12:00 pm – 12:05 pm AEST

Welcome Back

Speakers:
Riccardo Pasto, Principal Analyst, Forrester

12:10 pm – 12:40 pm AEST

Meet Consumers In The New, Unstable Normal

Within the recent health and economic crises are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their needs during these times of immense change. Here, we apply Forrester’s multimodal data to identify the most important shifts in consumer behavior and attitude, anticipate how consumers expect brands to serve them over the next 12 to 24 months, and reveal how leading brands are creating the new standard of customer experience.

Speakers:
Anjali Lai, Senior Analyst, Forrester

12:45 pm – 1:05 pm AEST

Breakout Sessions

Sessions led by Forrester analysts that look at the latest in topics such as culture, operations, strategy, design and more.

Priorities
Creating Good CX Through Data Driven Marketing

Luxasia have built an ecosystem that uses data to deliver customer centric marketing personalisation & automations. This session will give insights and hints on the challenges and opportunities of implementing this approach.

Speakers:
Avis Easteal, Head of Consumer, Luxasia

READ MORE +READ LESS -
Leadership & Culture
Operationalize VoC To Drive CX Outcomes

The contact center is typically the first to hear about customer issues and almost always the last to know of insights that can help them have more informed, empowered conversations. Its time to change how analytics and insights are delivered and consumed by the customer service frontline. In this session, Vasu will decode and operationalize the voice of the customer into snackable insights and actions for your customer service frontline.

Speakers:
Vasupradha Srinivasan, Senior Analyst, Forrester

READ MORE +READ LESS -
VIP Exclusive Session
Pan-Pacific C-Suite Priorities

In this private panel discussion, Forrester’s Amit Bhatia, Tom Mouhsian and Riccardo Pasto reveal the common CX, marketing, technology, organizational and cultural themes and executive priorities they collaborate with c-suite leaders on across Australia, India and Singapore. Attend this session for validation.

Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Amit Bhatia, Senior Analyst, Forrester
Tom Mouhsian, Principal Analyst, Forrester

READ MORE +READ LESS -
1:10 pm – 1:30 pm AEST

Case Study Sessions

Real-world case studies presented by our sponsors.

Freshworks: The New CX Mandate for APAC

At Freshworks we recently surveyed 1,500 service professionals across the globe with 400 of them from ANZ & ASEAN to understand predictions for CX in 2021.

The big concerns are that customer expectations are rising and so are contact volumes.

In APAC, over 80% of customer service leaders have seen an increase in support volumes across digital channels like email, live chat & messaging, social media and websites.

65% of customer service leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward. With this change, we’re witnessing the rise of a new brand of customer service that’s centred around agility.

Join this webinar with Freshworks to learn more.

Do attend the webinar to receive a copy of the CX Mandate report 2021.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Sreelesh Pillai, General Manager, ANZ, Freshworks

Sprinklr: How Arnott’s, Australia’s Oldest CPG Brand, is Moving Beyond Analogue CX

Simon Lowden, the first Chief Transformation Officer at The Arnott’s Group, seeks to catapult the organisation to represent the future of connected companies. Spending the last 24 years at PepsiCo, Simon brings ideas and experiences that will help him deliver on his personal call-to-action, “to make big changes to big things.” Join this insightful Q&A to learn from Simon what it’s going to take to transform Arnott’s to build upon its analog legacy in the digital world.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Simon Lowden, Chief Transformation Officer, The Arnott’s Group

1:30 pm – 1:45 pm AEST

Break

1:45 pm – 2:05 pm AEST

Breakout Sessions

Sessions led by Forrester analysts that look at the latest in topics such as culture, operations, strategy, design and more.

Priorities
Prioritization Done Right: Keys To Successfully Choosing Which CX Projects To Do And Which To Discard

While many businesses have basic prioritization models in place, too few consistently use approaches that engage the enterprise and consider the customer. In this session, CX leaders will learn the keys to building and developing prioritization maturity that supports better business decision-making and improved customer experiences.

Speakers:
Judy Weader, Senior Analyst, Forrester

READ MORE +READ LESS -
Leadership & Culture
Be A Rainmaker - Align Your CX Business Case to Revenue Growth

Compare priorities for CX Teams and C-Suites (even for CX Teams reporting to C-Suites) and you’ll see a disconnect. CX Teams are focused on keeping customers happy, while executive teams are focused on winning new customers and getting existing customers to spend more. While researching what makes successful CX teams stand out from the pack, we uncovered a group of “Rainmaker” leaders who built their business case with new products, ventures, markets and customer segments. In this session we’ll share exactly what Rainmakers do differently and how you can apply their growth strategies to your CX success story.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester

READ MORE +READ LESS -
Special Session
A New Society Has Arrived. Is Your Company Ready To Embrace It?

Conversations about race and gender and the imperative for fairness and equality have reached a crescendo. It is urgent that companies address these social vectors head-on. Getting it right means moving beyond knee-jerk action to tackle systemic change. In this session, we will explore the challenges ahead and outline a framework to rethink relationships with stakeholders — employees, partners, customers, and the community — in light of a new social reality.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
2:10 pm – 2:40 pm AEST

Jumpstarting And Sustaining A Purposeful CX Transformation

Strong customer-centric culture underpins successful CX transformations. For most organizations, this will require a multi-year journey toward a new mindset and a new way of operating. In this fireside chat with Todd Stevenson, Chief Member Outcomes Officer at Colonial First State (CFS), you will learn best practices and common challenges to jump-start a sustain a purposeful customer-centric culture transformation.

Speakers:
Todd Stevenson, Chief Member Outcomes Officer, Colonial First State (CFS)
Riccardo Pasto, Principal Analyst, Forrester

2:40 pm – 2:45 pm AEST

Closing Remarks

Speakers:
Riccardo Pasto, Principal Analyst, Forrester

2:45 pm – 3:15 pm AEST

Networking & Marketplace

Connect with other attendees by participating in facilitated networking sessions or learn more about the solutions that will help your organization deliver connected experiences by visiting the Marketplace Village.

*Times are subject to change.

CX APAC · May 11 – 12 · Live Virtual Experience

Take advantage of our team discount by using discount code 5FORR4 for 5 tickets for the price of 4!