24 - 25 April, 2019
Shangri-La Hotel, Jakarta, Indonesia

Conference Day One – Wednesday 24 April 2019

8:00 am - 9:00 am Morning Refreshment and Registration

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Hari Krishna Kadava

Former Director- Global Digital Banking
Standard Chartered Bank

·         Evaluating changing customer preferences and the need for new value propositions
·         Scaling business growth with a customer-centric strategy across product, process, people and technology
·         How can Indonesia’s financial institutions stay competitive amidst digital disruption and the rise of FinTech?

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Hari Krishna Kadava

Former Director- Global Digital Banking
Standard Chartered Bank

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Edwin Sugianto

Chief Operating Officer
PT Asuransi AXA Indonesia

9:45 am - 10:15 am Conversations in the Mobile Age

Felix Leong - Director of South East Asia and ANZ, Nexmo
Today’s consumers are always on, always connected. That does not mean they want companies to contact (or spam) them anytime and across all channels. With average attention span shortening to 10 seconds and falling, winning the engagement battle is about being relevant and with context. That means engaging consumers in the moments that matter, using the channels they prefer and with relevant data. 


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Felix Leong

Director of South East Asia and ANZ
Nexmo

10:15 am - 10:45 am Structuring an Effective Digital Operating Model to Transform Service Delivery & Customer Experience

Kaspar Situmorang - Executive Vice President Digital, PT Bank Rakyat Indonesia
·      Designing cost-effective and sustainable next generation financial services: Why digital is the future
·      Structuring a digital business strategy transforming transactions, customer interactions, product and services
·      Aligning strategies, teams, processes and technologies to deliver the digital experience  
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Kaspar Situmorang

Executive Vice President Digital
PT Bank Rakyat Indonesia

10:45 am - 11:30 am Speed Networking & Morning Refreshment Break

11:30 am - 12:00 pm Harnessing AI & Blockchain to Transform Customer Experiences

Irence Wee - Head of Partner Ecosystem - Watson Customer Engagement, IBM Asia Pacific
·         Putting AI at the centre of your customer experience roadmap
·         Acquiring real customer sentiments with text-based analytics and NLP
·         Moving beyond transactional to predictive and proactive customer engagement 
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Irence Wee

Head of Partner Ecosystem - Watson Customer Engagement
IBM Asia Pacific

12:00 pm - 12:30 pm Designing a Data-driven Journey to Enhance Customers’ Personalized Engagement

Jeff Ongkowidjaja - Vice President, Head of Customer Experience - Journey Design & Insight, PT Bank DBS Indonesia
·         Analysing data and segments for advanced customer insights to drive product and service differentiation
·         Building customer loyalty and enhancing engagement with hyper-personalisation
·         Harnessing the potential of real-time data analytics in financial services 
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Jeff Ongkowidjaja

Vice President, Head of Customer Experience - Journey Design & Insight
PT Bank DBS Indonesia

12:30 pm - 1:45 pm Networking Lunch

1:45 pm - 2:15 pm Leading and Implementing Customer-Centricity across the Organisation

Eveline Kusumowidagdo - Chief Customer Officer, PT Prudential Life Assurance
Leading and Implementing Customer-Centricity across the Organisation
·      Embedding customer experience into the corporate culture
·      Aligning sales, product, marketing and operational KPIs with customer experience KPIs
·      Delivering impactful moments that matter to your internal and external customers
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Eveline Kusumowidagdo

Chief Customer Officer
PT Prudential Life Assurance

2:15 pm - 2:45 pm Omni-Channel Integration to Orchestrate High Value Customer Experience

Dave Giblin - Head of Strategic Business Consulting, Genesys
·         The importance of end-to-end customer visibility for an effective omni-channel strategy
·         Identifying and bridging customer interaction gaps across online and offline platforms
·         How to achieve true omni-channel relevance and customer experience
 


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Dave Giblin

Head of Strategic Business Consulting
Genesys

2:45 pm - 3:15 pm Afternoon Networking & Refreshment Break

 

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 40 MINS EACH]

Roundtable A

3:15 pm - 4:35 pm Roundtable A : CX Metrics: Measuring and Evaluating Performance
Kartina Sury - Senior Researcher, STIE Kusuma Negara
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Kartina Sury

Senior Researcher
STIE Kusuma Negara

Roundtable B

3:15 pm - 4:35 pm Roundtable B: Designing Customer-Centric Processes and Operations
Victor Erico Korompis - Senior Vice President IT Infrastructure Group, PT. Bank Mandiri (Persero)
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Victor Erico Korompis

Senior Vice President IT Infrastructure Group
PT. Bank Mandiri (Persero)

Roundtable C

3:15 pm - 4:35 pm Roundtable C: Creating a Seamless CX for your corporate banking with AI & Blockchain
Irence Wee - Head of Partner Ecosystem - Watson Customer Engagement, IBM Asia Pacific
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Irence Wee

Head of Partner Ecosystem - Watson Customer Engagement
IBM Asia Pacific

Roundtable D

3:15 pm - 4:35 pm Roundtable D: Transforming Service Delivery with Smart Automation and Digitisation
Steven Purnama - CRM, Telesales & Digital Marketing Division Head PT. Bussan Auto Finance
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Steven Purnama

CRM, Telesales & Digital Marketing Division Head
PT. Bussan Auto Finance

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

4:35 pm - 4:45 pm Closing Remarks from Chairperson & Close of Conference Day One