THE ZENDESK SHOWCASE

RAFFLES HOTEL, SINGAPORE

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Wednesday, September 11th, 2019

 

Hosted by:

About

The Zendesk Showcase lands in Singapore on September 11 to bring customer experience leaders together. In one day, we’ll share great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk. Most importantly, you’ll connect with people who care about customer experience as much as you do.

You will also get a chance to mingle with industry peers and have the chance to exchange and share thoughts on your CX opportunities and challenges.

Why Attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend Showcase for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Who Should Attend?

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.

THE SPEAKERS

Adrian McDermott 
President of Products
Zendesk

Astha Malik
VP, Planning and GTM Enablement
Zendesk

Malcolm Koh
Customer Experience Strategist
Zendesk

Michael Barnes
VP Research Director
Forrester

Mike Gozzo
Senior Director, Product
Zendesk

Sandie Overtveld 
VP Asia Pacific
Zendesk

Sarah Reed
Senior Director, Events
Zendesk

Tiffany Apczynski
VP of Public Policy and Social Impact
Zendesk

Elisabeth Zornes
Chief Customer Officer
Zendesk

Tom Keiser
Chief Operating Officer
Zendesk

Elena Gomez
Chief Financial Officer
Zendesk

Scott Anthony
Senior Partner & Author
Innosight

Rachel Palad
Senior Product Marketing Manager
Zendesk

Marcos Cadena
VP of Digital Marketing, Distribution, CRM & Loyalty
Minor Hotels


Lynette Tay
Head of Marketplace Experience
Carousell


Jonathan Hwa
VP of Experience Strategy
DBS Bank

 

Vaughan Baker
Group Director, Government & Corporate Relations
My Republic


Tom Blackman
Senior Director, Asia Sales
Zendesk


Susan Chaika
Director of Product Marketing
Zendesk


Ammar B.A
Regional CS Manager
ShopBack

 


Steph Owen
Senior Director, APAC Success
Zendesk

 

Deepesh Trivedi
APAC Strategic Partnerships
WhatsApp

Joanne Avendano
VP for Customer Experience
GCash

Michele Ferrario
CEO & Co-Founder
StashAway

 

THE AGENDA

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

THE VENUE

Raffles Hotel
1 Beach Rd, Singapore 189673

ATTENDEES

Last Year’s Attendees Included:

  • Customer Experience Leader, Asia at 3M
  • Head of Political Risk & Structured Credit, Asia Pacific at AIG
  • Senior Operations Manager at Antler
  • Director, IT Business Relationship Management, for EMEA and Asia Pacific at Archer Daniels Midland Company
  • IT Director at Asurion
  • Senior Director – APAC Technology at Asurion Singapore Pte Ltd
  • Director, Technical Support, Asia Pacific at Autodesk Inc.
  • CIO at BNPP Cardif
  • Vice President Group Business at Capital Land
  • Managing Director / Coubtey Manager at Cargill
  • CEO at carlsonwagonlit
  • CFO Southeast Asia Pacific at Carrier Singapore
  • Sr. Client Service Manager- APAC at CenturyLink Business
  • AVP at Certis CISCO
  • VP Digital APAC at Chubb
  • Vice President – Customer Experience – Global Program Management at Citibank Singapore
  • Chief Technology Officer at City Developments Limited
  • SVP of Digital , APMEA at Clarks
  • Director, Asia Operations at Colliers International | Asia
  • SVP at DBS
  • Managing Director, Financial Institutions Group at DBS Asia Pacific
  • Director and Head of Marketing, Asia Pacific & Japan, Dell EMC Global OEM & IoT Solutions Group at Dell EMC
  • Performance Director (Digital) at Dentsu Aegis Network
  • VP, Change Execution Manager, User Experience (UX), Client Analytics and Digitalization at Deutsche Bank
  • Sales Director at Dimension Data
  • Director, Transition Transformation & Project Management, Consulting-PMO HEAD at Dimension Data
  • Solutions Director Customer Experience at Dimension Data Asia Pacific Limited
  • CEO at DPEX Worldwide Express
  • Client Director at Duke Corporate Education
  • Senior Manager CEO Office at Dyson
  • Head of Operations at Eatigo Singapore
  • Head of Finance/ Regional CFO at Ebay
  • Marketing Director at Epsilon
  • Head – Service Management Center at Epsilon Telecommunications
  • Director, Services at Epsilon Telecommunications
  • Senior Vice President, Corporate Marketing & Training at ERA Singapore
  • Director, IT PMO & Enterprise Transformation at Essilor
  • Partner, Advisory Services & Customer Experience Leader at EY
  • Managing Director / Partner at EY Corporate Finance Pte Ltd
  • Executive Chairman at Food Empire
  • Senior Vice President at General Electric
  • Regional Aftersales Marketing Manager at General Motors International
  • Director, Graphics Solution Business, Asia Pacific Japan at HP
  • Managing Director, MBA Programme at INSEAD Business School
  • Customer Experience Manager at Jaguar Land Rover
  • Customer Service Director at Jaguar Land Rover
  • APAC Head of Total Brand Experience for Self Care/OTC at Johnson & Johnson
  • Chief Total Brand Experience Officer at Johnson & Johnson
  • Head of Digital & Innovation – Beauty, Asia Pacific at Johnson & Johnson

This Year’s Attendees Included:

  • Group CFO of Boardroom Limited
  • CEO of Robin.ai
  • CIO, Asia of VMLY&R
  • CMO & Country Director of Tata Projects
  • COO of ANZ
  • COO of OUE
  • CTO of Linkz Asia
  • CTO of Rely
  • Deputy CEO, VP Asia of DDB Singapore
  • Co-Founder, CEO of Linkz Asia
  • Co-Founder & managing director of U2opia Mobile
  • Executive Chairman of Ardent
  • Head of CX of Style Theory
  • Head of Innovation and Data Analytics – Asia Consulting Team of Mercer
  • Head of Marketing of Goodrich Global
  • Head of Performance Marketing of GoBear
  • Head of Strategy and Sales Operations APAC of Google
  • Head Operations – APAC of Champions Group
  • Head of Customer Centricity of LeapFrog Investments
  • Head of Payment Business Development of NTT Data Global Payments Services
  • Head of Creative & Marketing of Grounded
  • Head of Business Development of Grounded
  • VP – Digital Transformation of OCBC
  • VP Business Development of Ohm Energy
  • VP Customer Experience & Process Management of Schneider Electric
  • Product Owner of Pebble Road
  • Senior Manager of Infobip
  • Divisional Manager of Yale NUS
  • Manager, Commercial Sales APAC of Twilio
  • Manager, Commercial Sales APAC of Twilio
  • Manager, Customer Success of Elastic
  • Manager, IT Service Delivery of Chubb
  • Manager, Customer Success of Indeed
  • Manager of Operations of Ohm Energy
  • Senior Advisor of Pinbox solutions
  • Digital Strategist of Iris Concise
  • Marketing Development Strategist of Koroseal
  • Senior Director, Partnership Marketing of Visa
  • Director, Business Development of Ingenico ePayments
  • Director, Data Centre & Services of Eltek
  • Director of Spaceone Interior design consultancy
  • Director of PwC
  • Director of MessageBird
  • Director of Credit Suisse
  • Director of Development of Les Amis Group
  • Director of Global Marketing of DOCOMO Digital
  • Director of Marketing of Popsical
  • Director, APAC of LEKI Aviation
  • General Manager, Asia Pacific of Red Box Recorders Ltd
  • General Manager of Pole To Win Singapore Pte. Ltd.
  • Regional PMO of Allianz SE Singapore Branch
  • Customer Sat and Quality for EAPJ and CIS of Schneider Electric

F.A.Q.

Online registration will close Tuesday, September 10, 2019, at 5:00pm PST.

Interested in sponsoring? Email our team for more info at globalevents@zendesk.com.

The Showcase in Singapore will take place on September 11th, with a pre-event Zendesk Training and Certification day on September 10th. We will be at the Raffles Hotel located at 1 Beach Rd, Singapore 189673.

We will be providing breakfast, lunch, snacks, and small bites at reception.

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