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

Conference Day Two – Thursday 25 April 2019

8:00 am - 8:50 am Registration& Coffee & Tea

8:50 am - 9:00 am Opening Remarks from the Chairperson

·         Aligning business goals with customer experience objectives to drive desired business outcomes
·         Demonstrating the ROI of customer experience and getting buy-in from stakeholders
·         Investing in the right people, process and technology to reap the full benefits of a customer-centric strategy
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Hari Krishna Kadava

Former Director- Global Digital Banking
Standard Chartered Bank

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Kris Siwi

Head, Customer Experience Management (CXM)
Bank Maybank Indonesia Tbk

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Alfi Yani

Vice President, Head of Enterprise Customer Experience
FWD Life

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Bernard Lokasasmita

Head of Customer Franchise and Decision Science,
Commonwealth Bank Indonesia

9:45 am - 10:15 am Accelerating Domestic Customer Transformation to become Global Customer

Suryadi Leung - Head of Change Management - Information Technology & Operation, Standard Chartered Bank
·         Planning and executing local customer experience transformation effectively  
·         Engaging and interacting with senior management for organizational transformation
·         Strategic plans in leading CX culture transformation while sustaining business


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Suryadi Leung

Head of Change Management - Information Technology & Operation
Standard Chartered Bank

10:15 am - 11:00 am Speed Networking & Morning Refreshment Break

11:00 am - 11:30 am OCBC NISP One Mobile: Deploying a Mobile-First Strategy for Profitable Growth

Andreas Kurniawan - Executive Vice President, Head of Digital Banking & Transformation, OCBCNISP
·      Building relevant and impactful mobile experience
·      Improving user experience and customer engagement on your mobile platforms
·      Tapping into strategic partnerships to transform mobile interactions into revenue-growth opportunities  
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Andreas Kurniawan

Executive Vice President, Head of Digital Banking & Transformation
OCBCNISP

11:30 am - 12:00 pm Mastering the Digital Advantage to Win Over Next-Generation Customers

Andhini Putri - VP, Digital Marketing & Customer Engagement Lead, Bank BTPN
·         Developing your digital channel strategy to engage your connected customers
·         Optimising service and experience interactions across web, mobile, chatbot and more
·         Enhancing engagement with customer insights to drive digital acquisition and retention

Speaker: Andhini Putri, VP, Digital Marketing Lead- Jenius-  PT. Bank Tabungan Negara (Persero) Tbk 
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Andhini Putri

VP, Digital Marketing & Customer Engagement Lead
Bank BTPN

·         Evaluating the effectiveness of your channel strategy in meeting diverse customer needs
·         Designing and delivering generation and segment-specific channel experiences
·         Achieving customer experience objectives through highly effective touchpoints and personalised interactions
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Andreas Kurniawan

Executive Vice President, Head of Digital Banking & Transformation
OCBCNISP

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Bayu Fariesta Sakti

Head of Digital Performance Marketing
DBS Indonesia

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Yendra Tirta Perdana Go

Head of Data Analytics
AXA Services Indonesia

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Steven Purnama

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

12:45 pm - 1:45 pm Networking Lunch

1:45 pm - 2:15 pm Digitising and Automating Operations for Enhanced Efficiency and Customer Experience

Bimo Purbo - VP, Head of IT Operation Division, PT. Bank Tabungan Negara (Persero) Tbk
·      Reviewing your digitisation roadmap and key execution strategies
·      Evaluating process to automate and digitise to drive greater operational efficiencies and service interactions
·      Re-engineering business processes and restructuring operating models to be customer-centric
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Bimo Purbo

VP, Head of IT Operation Division
PT. Bank Tabungan Negara (Persero) Tbk

2:15 pm - 2:45 pm Driving Customer-Centric Innovations across Products and Services

James Chan - CEO & Co-Founder, TunaiKita
·      Making the shift from product-centric to customer-first
·      Utilising approaches such as design-thinking and co-creation to enhance products and service delivery
·      Forming innovative partnerships to create further value for your customers
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James Chan

CEO & Co-Founder
TunaiKita

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

3:15 pm - 3:45 pm Empowering Employees to Deliver Exceptional Customer Experience

Kris Siwi - Head, Customer Experience Management (CXM), Bank Maybank Indonesia Tbk
·         Why employee experience equates customer experience
·         Reinforcing the value of exceptional CX and giving employees a voice in your CX strategy
·         Rewarding and incentivizing customer-centric behaviors and actions
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Kris Siwi

Head, Customer Experience Management (CXM)
Bank Maybank Indonesia Tbk

3:45 pm - 4:15 pm Building a Sustainable Customer Experience Management Framework

Alfi Yani - Vice President, Head of Enterprise Customer Experience, FWD Life
·         Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy
·         Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey 
·         Designing customisable customer experience programs across different business models and industries 
·         Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses
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Alfi Yani

Vice President, Head of Enterprise Customer Experience
FWD Life

4:15 pm - 4:25 pm Closing's Closing Remarks & End of Summit