8:00 am – 9:00 am Registration and Breakfast
9:00 am – 9:15 am Welcome to The Zendesk Showcase
Sandie Overtveld, VP Asia Pacific, Zendesk; with Sarah Reed, Senior Director Global Events, Zendesk
9:15 am – 10:15 am Opening Keynote: Break Free
Tom Keiser, COO, Zendesk; Adrian McDermott, President of Products, Zendesk; and Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Susan Chaika, Director of Product Marketing, Zendesk
Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Tom Keiser, Zendesk COO, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also welcome some surprise guests along the way.
Zendesk President of Products Adrian McDermott will join to unveil Zendesk’s product vision. You’ll see how it will help you keep delivering the experiences your customers want.
10:15 am – 10:30 am The Future of Messaging
Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Deepesh Trevedi, APAC Strategic Partnerships, WhatsApp
In 2018, seventy-two trillion messages were sent across the world’s largest messaging apps. And there is no sign of things slowing down. As more and more customers prefer to use messaging to communicate with brands, companies need to incorporate this technology into their strategy. Join Mike from Smooch and Deepesh from WhatsApp as they share what you have to know for the future of messaging.
10:30 am – 11:00 am Networking break & refreshments
11:00 am – 11:30 am The State of CX in Asia
Michael Barnes, VP Research Director, Forrester
As companies undergo Digital Transformation, a lot of initiatives are being driven based on a parameter checklist. These investments are often not helping improve Customer Experience (CX), nor are they driving business growth. In this session, Michael Barnes discusses what really improves CX and some areas which continue to be pain points among customers.
11:30 am – 12:00 pm Panel: Realigning your company to your customers
Hosted by Elizabeth Zornes, Chief Customer Officer, Zendesk with Vaughan Baker, Group Director, Government & Corporate Relations, My Republic; Jonathan Hwa, VP of Experience Strategy, DBS Bank
That customer experience journey you’re on – Zendesk is on it too. Come hear from brands who are on a journey back to having a better understanding of their customers, as well as Zendesk’s own (and first) Chief Customer Officer. They’ll share their experiences to prepare you for potential roadblocks, provide best practices for aligning your organisation around the customer, and help you start to think about how you can take what you’ve heard today and put it into practice.
12:00 pm – 12:30 pm How to Spot Disruptive Innovation Opportunities
Scott Anthony, Managing Partner, Innosight Asia Pacific
The word disruption often invokes fear, but companies that embrace possibility can turn the innovator’s dilemma into the innovator’s opportunity. By adopting a growth mindset, all companies in Asia can become transformation champions and own the future, rather than be disrupted by it. In this session, Scott Anthony explains how to break the addiction of business as usual. He’ll provide practical points to take back to your organisation.
12:30 pm – 1:45 pm Networking break & lunch with book signing by Scott Anthony
1:45 pm – 2:15 pm Track 1:Get your business omnichannel-ready
Rachel Palad, Senior Product Marketing Manager, Zendesk; Joanne Avendano, VP Customer Experience, GCash
Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk as they showcase the latest in workflows, productivity and collaboration strategies your team can use for omnichannel success. Hear how Asian companies like GCash are innovating with Zendesk Omnichannel Solutions to create the ultimate customer experience.
Track 2: How to build a business case for your CX initiative
Malcolm Koh, Customer Experience Strategist, Zendesk; Marcos Cadena, VP Digital Marketing, Distribution, CRM & Loyalty, Minor Hotels
As a CX leader, you know exactly what kind of technology you need. You’ve done your homework, attended the right events, and now you’re ready to pull the trigger. Except, you need funding.
Join Zendesk and Minor Hotels as they hash things out. You’ll hear what a technology leader expects from a business case, and what a CX leader plans to do with the investment. We can’t make any guarantees, but you’ll walk into your next conversation better prepared for a positive outcome.
2:25 – 2:55 pm Track 1: Platform: Bring on the Sunshine
Susan Chaika, Director of Product Marketing, Zendesk
It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team to hear how brands are taking advantage of the Sunshine Platform to create new and exciting ways to connect and understand all your customer data.
Track 2: Creating the next wave of call center culture
Tiffany Apcynzki, VP of Social Impact and Public Policy, Zendesk
Culture is a competitive game-changer for any organization. But do your support agents feel your company’s intended culture? In order to deliver top-notch customer experiences, today’s support agent needs collaboration, empowerment, and opportunities for company-wide engagement. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today, and the future.
3:05 pm – 3:35 pm Track 1: Guide: Take a team-centric approach to smarter self-service
Steph Owen, Senior Director Success (APAC), Zendesk
It’s no secret that self-service has become the preferred support channel by customers and businesses. Hear how APAC companies have used knowledge management and self-service technologies to transform their support organisation – arming their agents with the key insights and the right context to have more meaningful customer engagements.
Track 2: From Unknown to Unicorn – Learning from Asia’s skyrocketing startups
Astha Malik, VP of Planning & Enablement, Zendesk with Linda Nguyen, Deputy Head of Product, Grab; Michele Ferrario, CEO & Co-Founder, StashAway; Lynette Tay, Head of Marketplace Experience, Carousell; Ammar BA, Regional CS Performance Manager, ShopBack
3:35 pm – 4:00 pm Networking break & refreshments
4:00 pm – 4:15 pm The CX Summary
Sarah Reed, Senior Director Global Events, Zendesk
For over nineteen years, Sarah ran contact centers across the Philippines, Central America, and the United States. She knows what CX leaders need to hear and what team members want to learn. In this quick summary, she’ll highlight the big themes and the key stats you can take back to your organisation.
4:15 pm – 4:45 pm Closing keynote
4:50 pm – 5:00 pm Closing remarks
Tom Blackman, Senior Director of Sales Asia, Zendesk; and Sarah Reed, Senior Director Global Events, Zendesk
5:00 pm – 6:30 pm Zendesk Happy Hour