The Future of Customer Experience in Singapore
When a business goes about building “loyalty,” they often develop a “loyalty program,” which makes leaders in the customer service sector ask: Are customers loyal because they love the coffee and service of our coffee shop or just because they get a free cup after they buy ten? Creating personalised service and delivering a Seamless Customer Experience over multiple channels is something that consumers now expect. Still, providing a truly Omnichannel experience is something that most organisations still struggle to deliver. We will be discussing:
- What does it mean to have an omnichannel experience?
- What are Singaporean companies doing to bring this to life? Are there challenges in realising this?
- What is the role of machine learning and data in developing trust and loyalty?
- What does the future of CX look like in Singapore?
- What are the best examples of companies that are doing CX really well?
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Zendesk
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert
VP Information Systems & Technology of Mapletree Investment
Head, Digital Transformation, APAC-MEA of Electrolux
Chief Digital & Technology Officer of Mercatus
Global Commercial Head of APL
General Manager of SATS BRF
VP Group Transformation Office of Singapore Post
Head, Allied Health services of NTUC Health
VP, Consumer Services & Digital Transformation of SATS
Director, Technology & Strategy of Mount Alvernia Hospital
Executive Director of KPMG
CEO of Courts Asia
Head of Operations and Administration of Singapore Management University
Director, IT & System Operations of Singapore Institute of Management
CEO of Mercer
CIO – SVP Global Technology of DFS Group