ira

Saifon Janjaree Thitirat Saowanee Jiravara Pawasut Navik

Warunee Anawat Kittima Junphen Supalurk Suphavadee

PANEL OF DISTINGUISHED GUEST SPEAKERS

� Customer Experience: Supporting Growth, Transforming & Redefining

Relationship With Your Customers � “Customer Experience Transformation” - What Does That Look Like?

� Customer Experience Management With Corporate Responsibility Commitment

� Harmonising Tailored Customer-Interaction Across Channels � Online: How To Keep Up With Constantly Evolving Customer Expectations � Discovering The New Experience Mix “SoLoMoMe” � Unlocking Valuable Customer Loyalty In Competitive Industries � State Of The Region: How Thailand Market Leading The Digital

Transformation In Customer Experience � Uplifting Customer Experience Through Enhanced Digital Strategy � Short-Term Initiatives That Deliver Satisfaction Without

Increasing Investment � Driving Improved Customer Experience Through Excellent Complaint

And Feedback Management � Bringing It All Together: Creating A Comprehensive Customer

Experience � Mini-Workshop: Big Data Using Marketing Engineering Approach

FEATURING & NETWORKING LEADING ORGANIZATIONS FROM

*ALL PRESENTATIONS WILL BE IN THAI*

ORGANIZED BY

SAVE 3,000 if book & pay by 30 MAY 2014

200% TAX Deductible

10% Discount for GROUP of 2 or More

ONE-DAY WORKSHOP COURSE ON 17 JULY 2014

ENHANCING CUSTOMER

EXPERIENCE EXCELLENCE

CONFERENCE HIGHLIGHTS: YEAR 2014 & BEYOND

“ ”

13

���� High-Level of Executive Meeting Platform Gathering Over 13+ Top Level Guest Speakers from National & International Levels

���� Hear 4 Real-Life Case Studies from Krungthai-AXA, Affinity, Krungsri Bank, True Touch

15-16 JULY 2014 ���� THE ST.REGIS BANGKOK

Driving Profitable Customer Centric Delivery through Seamless Multichannel Customer Experience – Exclusive to the Current Thailand Market!

TOP ADF’s EVENT!

DEAR EXECUTIVE,

The world in 2014, the revolution of technologically enhanced Customer Experience Management has gained the noteworthy impact for both global and local business. Importantly, the Asia region has raced ahead in

terms of enhanced superior Customer Loyalty and Satisfaction.

From e-commerce innovation, the proliferation of multi-channel engagement and highly efficient customer centric organisational design, Asian brands are often internationally perceived as market leading in

the 2 core competencies: Culture and Insight. But leading the pack is not an opportunity to sit back and relax; pole position brings with it a unique set of

challenges.

You are coming to the right event, if you are you striving to:

���� Demonstrate the value of the customer experience on the balance sheet? ���� Incorporate customer data, feedback and profiling into strategic

decision making? ���� Drive improved customer experience through multi-channel contact and

feedback monitoring? ���� Harness technological innovation to drive improved e-commerce, insight and

customer contact?

���� Achieve stakeholder buy-in and employee engagement to drive customer experience transformation?

This top’s event of Asia Dyna Forum (ADF), “CUSTOMER EXPERIENCE TRANSFORMATION” unites 13+ national and regional leaders from Marketing, Service and Contact functions to discuss your top priorities for the year 2014 and beyond. Profit from 2 days of interactive discussion, peer-

led exchange and case study driven knowledge sharing at the only cross-industry forum to ensure your Customer Experience Management strategy can

live up to the pressure of this highly competitive regional market especially for the AEC 2015 to come!

Let Customer Experience Transformation: Thailand guide you through the

advanced challenges faced by you and your peers, and provide solutions to

your most frustrating problems through this unique forum.

Make sure your Customer Experience is transformed for 2014 - your position as leaders demands you stay ahead of the game!

I look forward to seeing you soon at the event!

Best Regards

Kantima Bunsong

Head of Conference Development - Asia Dyna Forum (ADF) Thailand

Chief Marketing Officer (CMO) Chief Customer Officer (CCO) Chief Innovation Officer (CIO) Vice President / Director / Head of: • Customer Experience • Customer Strategy • Marketing • Digital / Online Customer

Experience • Customer Relationship / Loyalty • Customer Retention • Customer Complains • Customer Insight & Analytics • E-Commerce • Contact / Call Centers • Service Delivery

From these industries: • Financial Services • Retail • Utilities • Travel and Leisure • E-Commerce • Telecommunications • Public Sector

WHY You Cannot Miss This Event?

���� HEAR about the importance of

understanding customer value, and how

to apply that knowledge to drive

profitability and marketing effectiveness

���� LEARN unique aspects of understanding

customer needs, and how to use that

insight to create a memorable and

relevant customer experience

���� FIND OUT how to implement Customer

Experience Transformation strategies to

help build lasting relationships with your

customers and strategically transform

your customer experiences to maximize

revenue and profit

���� REDUCE your marketing costs while

improving relationships and loyalty

���� DRIVE your organization’s growth and success through advanced CEM

���� UNDERSTAND tips and tricks to

accelerate your customer experience

strategy implementation

���� DISCOVER how these insights are

being action throughout the organization

across all touch points

���� GRASP on how to improve customer

experience that can dramatically improve

loyalty and retention, and make your

organization more profitable

���� CONVERSE, DELIBERATE & MATCH WITS with market-savvy business

professionals in our Networking sessions!

BOOK & PAY BEFORE

30 MAY 2014

TO SAVE UP TO

THB 3,000

CUSTOMER EXPERIENCE TRANSFORMATION

Driving Profitable Customer Centric Delivery through Seamless Multichannel Customer Experience – Exclusive to the Current Thailand Market!

WHO Will You Network?

AN EXECUTIVE OPTIONAL! A ONE-DAY WORKSHOP ON

“Enhancing Customer Experience Excellence”

This one-day workshop will be presented in conjunction with main conference on

Thursday, 17 July 2014 focusing on the understanding, structuring and

developing the CEM strategy that align with CRM strategy. Learning how to

match your customer segment with the right CEM strategy, keeping abreast with the

CEM 2.0 trend, and finally, evaluating your CEM endeavor will all be discussed.

���� CONFERENCE: 15-16 July 2014 ���� WORKSHOP: 17 July 2014 ���� VENUE: The St. Regis Bangkok

█████████ CONFERENCE CHAIRMAN █████████

Janjaree Thanma Managing Director She (Thailand) Co., Ltd.

8:00-8:45 Conference Registration & Refreshments 8:45-9:00 Chairman’s Welcome & Opening Remarks

9:00-10:00

รบฟงเรRองการจดการประสบการณลกคา(CEM)ในยคของขอมลขาวสารทRไรซRงพรมแดน อพเดทประเดนเดนในการเชRอมโยง กลยทธนtเพRอสรางความประทบใจและสมพนธอนเหนยวแนนกบลกคาอนจะยงผลถงการเตบโตอยางย Rงยนของธรกจในปจจบน CUSTOMER EXPERIENCE: SUPPORTING GROWTH, TRANSFORMING & REDEFINING RELATIONSHIP WITH YOUR CUSTOMERS

� Understanding today’s concepts of customer experience and

managing the resultant expectations, channel consistency

and customers’ experience across the various channels � Voice of the customer, listening to customers and prioritize

to develop and enhance your CEM � Measuring what matter the most, linking customer

experience data to company growth, performance, and

bottom line

Janjaree Thanma Managing Director She (Thailand) Co., Ltd.

10:00-10:15 Morning Refreshments & Networking 10:15-11:15

ประเดนเดนสาหรบการทาการตลาดในยคนtค อ Customer Experience Transformation อะไรคอกลยทธและเทคนคทRเกRยวของ ทาไมนกการตลาดถงตองตRนตวกบเรRองนtเปนอยางยRง “CUSTOMER EXPERIENCE TRANSFORMATION” - WHAT DOES THAT LOOK LIKE?

Recently, there is significant market buzz around the term

‘Customer Experience Transformation’. Analysts, gurus and vendors all challenge perceptions with innovative research,

cutting edge visions to inspire us to transform. However, in

reality, our businesses cannot replicate the utopian vision to transform the way in which we offer our customers an

experience of our products, brands and touch points. So what does this actually mean in an operational context? What has to

be done to achieve real, and most importantly, profitable transformation?

This session will highlight the most prominent trends and how to achieve the core goals that transformation-

must enable in order to: � Engage customers in efficient, satisfying experiences

� Differentiate your customer experience from that of the

competition � Capture, align, and distribute key customer information

from multiple channels in a timely fashion � Ensure that customer interaction remains fast, reliable,

and consistent

Pawasut Seewirot Country Manager Marketing and Communication IBM Thailand Co., Ltd.

11:15-12:15

กรณศกษาเรRองการสรางกลยทธการบรหารประสบการณลกคาโดยโยงเขากบ Corporate Responsibility ซRงทาใหธรกจมการเตบโตทRดเยRยม อกท tงยงสงเสรมนวตกรรมการใหบรการทRมประสทธภาพสงสด CUSTOMER EXPERIENCE MANAGEMENT WITH CORPORATE RESPONSIBILITY COMMITMENT � How can customers be kept at the centre of any cost-

reduction strategy? � Managing expectations: Need Based Selling

� Incorporating customer feedback into the product

innovation process to target your customers effectively

Saifon Sutchasila Cheif Marketing Officer Krungthai-AXA Life, Plc.

Mrs. Saifon Sutchasila, Cheif Marketing Officer of Krungthai-AXA Life, Plc. has held a variety of executive management positions across project management, corporate development, strategic planning, distributors training, and marketing. With her contribution to the Thailand Insurance Industry and the Thai society, the economy and the environment for more than 10 years, she has received public recognition as “Role Model” from Quality Persons of The Year Award from the Foundation of The Scientific and Technological Council of Thailand in 2011.

12:15-13:15 Networking Lunch

Take this extended working lunch to connect with faces, old and new, from across the delegation, and discuss your anticipated opportunities to learn, connect and share across the full spectrum of strategies and tactics to drive your Customer Experience Transformation.

13:15-14:15 การวางแผนการใชชองทาง/สRอแบบตางๆ ในการสงเสรมประสบการณทRดแกลกคา และนาเสนอสนคาและบรการทRคมคา ซRงเปนการสรางความแขงแกรงใหกบแบรนดอกดวย HARMONISING TAILORED CUSTOMER-INTERACTION ACROSS CHANNELS

As the future of Customer Experience focuses heavily on evolving digital platforms, multichannel capabilities are the

only way to survive in the technological age. How can you

effectively offer a rich set of products and services seamlessly across all channels, without running into heavy

costs, or compromising your offering?

> >> >> >> > CONFERENCE DAY ONE Tuesday, 15 July 2014

CUSTOMER EXPERIENCE TRANSFORMATION

OPENING SESSION

Case Study ����

Discover the critical success factors and fallout of keeping these multiple plates spinning: � Ensure appropriate levels of contact and support for each channel individually

� Harness the opportunities unleashed through multiple

interactions � Strengthen your brand promise across each channel, and

demonstrate your brand value to a wider audience

Jiravara Virayavardhana Managing Director Ogilvy Public Relation, Bangkok

14:15-15:15

การตลาดแบบออนไลน: อพเดทกลยทธทRสาคญยRงในการบรหารความคาดหวงของลกคาในปจจบน(ยคดจตล) การใช Insight เพRอพฒนาแพลตฟอรมสนคา/บรการและรกษา Retention ซRงยงผลตอกาไรทRเพ Rมข tนขององคกร ONLINE: HOW TO KEEP UP WITH CONSTANTLY EVOLVING CUSTOMER EXPECTATIONS

How to manage these industry developments?

What can you do to keep up?

� In the early days, e-commerce websites were restricted to shopping functionality, but it’s now possible to map complex

sales and procurement processes to enhance your view of your customer’s purchasing decisions. Harnessing these

capabilities will allow you to derive profitable insights and improved retention through this evolving platform, and also

cater to evolving customer expectations � Learn what your customers want, and how to give it to them to innovate your offering and enable improved profitability,

through online marketing and personalisation, to payment options and logistics

Navik Numsiang Managing Director Sundae Solutions: Online Research

15:15-15:30 Afternoon Refreshments & Networking 15:30-16:30 “SoLoMoMe” ประเดนทRนาจบตามองและทาทายสาหรบนกการตลาด การผสมผสานอยางลงตวสาหรบเทรนดใหมทRมความรวดเรวและนาเชRอถอในการสงเสรมประสบการณทRดเยRยมแกลกคาโดยพจารณาถงทศนคตใหมๆ และรสนยมทRเปลRยนแปลงไป DISCOVERING THE NEW EXPERIENCE MIX “SoLoMoMe”

There is a new world order Social–Local-Mobile. In other

words, “SoLoMo” and the vital factor “Me”. SoLoMo gives the ultimate power-to-the-people; it is “Social Revolution” with

your customers at the centre. Social (So) and mobile (Mo) –

allows your customers to be active at any location and at the same time be connected to your entire social graph,

and openly voice their opinions, advice and buying power. The implications for you as a company are a dramatic

paradigm shift which will impact all aspects of your

business. This session will illustrate how you can incorporate and integrate the SO+LO+MO+ME phenomenon within your organisation.

� Incorporating the SoLoMoMe phenomenon into your marketing mix

� Fine-tuning your strategies and methodologies to the new attitudes and motivations of your SoLoMo customers

� How to use SoLoMo to communicate faster and with

more credibility with your customers

June Saowanee Rattanasomboonsuk Managing Director Publicis Groupe

16:30-17:30

พลาดไมไดในชวงนtสาหรบการสรางแผนการตลาดระยะส tน โดยมการวางแผน, ออกแบบกลยทธและใชเทคนคทRสามารถสรางความพงพอใจแกลกคาไดเปนอยางดภายใตสดสวนการลงทนหรอการใชทรพยากรขององคกรในปรมาณเดม SHORT-TERM INITIATIVES THAT DELIVER SATISFACTION WITHOUT INCREASING INVESTMENT

During a time where cost cutting is key and budgets across

the board are stringently being monitored how you deliver exceptional customer service without affecting your

bottom-line, the notion that increased investment in technology and infrastructure is required to reach new

heights of customer satisfaction and deliver superior multi-

channel service experienced is overstated.

This session will illustrate how “Less is more” with specific a specific focus on what you can do to elevate customer satisfaction without eating into your budget.

� Re-visit each customer touch-point and look at increasing

efficiency through process innovation � Employee motivation - motivating your employees

through innovative incentive programs � Reduce customer dissatisfaction by reducing complexity

and minimizing breakdowns

Junphen Juntana Senior Vice President Electronics Media Management The Siam Commercial Bank Pcl.

17:30 Chairman’s Closing Remarks & End of Day One

> >> >> >> > CONFERENCE DAY ONE Tuesday, 15 July 2014

CUSTOMER EXPERIENCE TRANSFORMATION

█████████ CONFERENCE CHAIRMAN █████████

Thitirat Charoenyingwattana Managing Director & Marketing Consultant "Anything Write", a marketing consultancy

8:00-8:45 Conference Registration & Refreshments 8:45-9:00 Chairman’s Welcome & Opening Remarks 9:00-10:00 อพเดทการเปลRยนแปลงของ Digital Marketing ในภมภาคเอเชยและประเดนทRมผลตอประเทศไทยโดยตรง เพRอทบทวน กลยทธในการสรางประสบการณทRดเยRยมและเปนทRพงพอใจอยางสงสดแกลกคา และรบฟงแนวทางในการประยกตใช STATE OF THE REGION: HOW THAILAND MARKET LEADING THE DIGITAL TRANSFORMATION IN CUSTOMER EXPERIENCE

As of Q3 2013, NBTC estimates the total number of mobile

subscribers in Thailand to be 90 million. That’s 131.8 percent penetration to the whole country’s population. Moreover the

digital transformation is going to the standard practice for sophisticated engagement strategies across the country. The

next challenge is to harness the capabilities of the

technological age to further innovate and diversify across an increasingly hi-tech landscape.

� Review your strategy in line with regional demographic shifts. How will technology fare in new or emerging markets

when it works well for Thailand?

� Develop your business’ agility by supplementing your strategy with this 360 view of the Thailand’s trends and

forecasts � Gain invaluable insight into national drivers and industry updates to inform your Customer Experience Digital Strategy for the year ahead

Supalurk Tangcharoensiri Digital Director MEC Interactioin

10:00-10:15 Morning Refreshments & Networking 10:15-11:15

กรณศกษาเรRองการใชกลยทธสความสาเรจในการสงเสรมประสบการณทRดแกลกคาและสรางความผกพนธอนเหนยวแนน โดยมงเนนทRการตอบสนองความตองการแกลกคาอยางสงสด และรบฟงตวอยางการพฒนานวตกรรมทRเกRยวของ

UPLIFTING CUSTOMER EXPERIENCE STRATEGIES THAT MAXIMIZE VALUE FOR BOTH YOU AND YOUR CUSTOMERS

Cast your mind back to the financial crisis of 1997. Many banks were widely criticised for unscrupulous practice, poor service

and had a long way to go to rebuild their customers trust, and

raise their expectations. Through enhanced customer experience transformation, combined with a transparent

and pro-active approach to rebuilding trust, Krungsri Bank have started their journey towards being recognized as the

most trusted financial partner. Be inspired by this real-life case study, and pinpoint key takeaways to drive positive

experience with your customers by:

� Customer Interaction based on clear segmentation, proactive care and solutions

� Driving customer needs into your business

� Meeting customer’s requirements – high value clients are

busy people – meet the needs of their lifestyle

Kittima Thongket Senior Vice President Marketing Management, SME Banking Bank of Ayudhya

11:15-12:15 กรณศกษาเรRองการสรางและบรหารความจงรกภกดของลกคาทRม ตอแบรนดไดอยางเหนยวแนนและ เขมแขง ในสภาวะเศรษฐกจปจจบนทRมการแขงขนอยางรนแรง UNLOCKING VALUABLE CUSTOMER LOYALTY IN COMPETITIVE INDUSTRIES

How can you drive loyalty when your competitors win on

price? Recent research indicates that whilst price a primary driver, it’s not the only reason customers come back.

Strengthened process, innovative initiatives and tangible links between top quality products and brand promise are

also key reasons why customers will remain loyal to your

brand.

Learn from speaker and cross industry case-study based

experience on what the key to driving profitable loyalty

programmes is.

Warunee Treebumrungsak CRM & Research Director Affinity Solution Co., Ltd.

12:15-13:15 Networking Lunch

Take this extended working lunch to connect with faces, old and new, from across the delegation, and discuss your anticipated opportunities to learn, connect and share across the full spectrum of strategies and tactics to drive your Customer Experience Transformation.

> >> >> >> > CONFERENCE DAY TWO Wednesday, 16 July 2014

CUSTOMER EXPERIENCE TRANSFORMATION

Case Study ����

Case Study ����

CUSTOMER EXPERIENCE TRANSFORMATION

13:15-14:15

กรณศกษาสาหรบการพฒนาและปรบปรงประสบการณทRดแกลกคาโดยใชกลยทธการบรหารการตอบกลบและขอรองเรยนของลกคา(Feedback & Complaint Management)อยางทนทวงท และนาขอรองเรยนเหลานtมาปรบปรงและพฒนาผลตภณฑและการใหบรการขององคกร DRIVING IMPROVED CUSTOMER EXPERIENCE THROUGH EXCELLENT COMPLAINT AND FEEDBACK MANAGEMENT

Listening to customers' feedback in order to improve and develop your services to meet their needs, an efficient tool to

maintain long-term customers; � The power of customer voices

� Make it actionable

� Feedback = Customer Life Time � Tools, Tools and Tools

Suphavadee Trakulboon General Manager True Touch Co., Ltd. (World Award - Best Large Contact Center in 2010, Bronze medal)

14:15-16:15

พลาดไมไดกบมนเวร คชอปการใชเทคนคอนทรงพลงของ Marketing Engineering สาหรบวเคราะหขอมล Big Data อะไรคอเรRองของ Big Data ทRนกการตลาดในยคนtตองร และการประยกตใชกบ Customer Experience Transformation BIG DATA USING MARKETING ENGINEERING APPROACH

We live in a data-driven world. Increasingly, the efficient operation of organizations across sectors relies on the effective

use of vast amounts of data. Making sense of big data is a

combination of organizations having the tools, skills and more importantly, the mindset to see data as the new “oil” fueling a

company.

A good decision requires a reasoned choice among competing

alternatives. Good decision making essential in business and

does not happen by accident or guts. Business leaders in today’s unpredictable but data-rich decision environments who

want to develop effective decision-making skill must learn the art and science of decision making and then apply those

lessons in practice. This workshop will help leaders become

more effective marketing decision maker by providing the necessary concepts and tools, as well as the opportunities to

apply them. • What Is Big Data?

• What Does Big Data Look Like?

• The Dark Side of Data • Marketing Engineering Approach

o Data

o Information o Insights o

o Decisions o Implementation

• Application of Marketing Engineering

o Marketing resource allocation o Segmentation & targeting

o Product repositioning o Incentivizing sales people using customer

satisfaction data

o Promotional effectiveness o Market entry strategy

o Retail expansion planning

Anawat Jorapunyanont General Manager B-Excellence Co., Ltd.

16:15-16:30 Afternoon Refreshments & Networking 16:30-17:30 ปดทายการประชมดวยกลยทธเทคนคในการรวมองคความร ท tงหมดเพRอสรางประสบการณทRด เยRยมแกลกคาและใหเหนอกวาคแขง รบฟงปจจยอRนๆทRทานตองรและปดประเดนใหผเขารวมประชมไดสอบถามและรบฟงขอเสนอแนะตางๆ BRINGING IT ALL TOGETHER: CREATING A COMPREHENSIVE CUSTOMER EXPERIENCE

If the customer experience is to be improved to meet raised expectations, organisations need to consider the

wider picture and think more in terms of revolution than evolution. While businesses should look to create a

transformation roadmap, and incremental improvements

can accumulate over time (if directed toward a common vision), addressing demands relating to the customer

experience represents, for most, a change of mindset. Institutions need to change culture across the organisation,

with staff who are incentivized, empowered, and focused

on driving a strong customer experience. In the main, achieving this purely through incremental change is a

challenge; it needs to be led from the top to drive necessary organisational transformation.

This final session will look at the “big picture” from employee motivation to cultural change and provide you with a holistic view.

� Changing mindsets a revolution not an evolution

� Driving customer centric culture from the top – senior management drive and investment

� Long term innovations versus short term incremental changes

Thitirat Charoenyingwattana Managing Director & Marketing Consultant "Anything Write", a marketing consultancy

17:30 Chairman’s Closing Remarks & End of Conference

> >> >> >> > CONFERENCE DAY TWO Wednesday, 16 July 2014

CUSTOMER EXPERIENCE TRANSFORMATION

MINI-WORKSHOP Hot

Issue!

Case Study ����

ABOUT COURSE TRAINER

COURSE BACKGROUND & INTRODUCTION

A customer experience is an interaction between an organization and the customer. The creation of superior customer experiences – that is, tapping into your customers’ emotional needs and expectations, and then delivering a relevant and convenient experience at each touch point – requires commitment, passion and the resources of your entire organization. Achieving success in today’s marketplace is determined by the total customer experience your customers have with your brands.

Nowadays, it is ‘Customer Experience Economy’. Whether you are a marketing professional or business executive in sales, service, or branding, you bear responsibility as a customer touch point of your company during the total customer experience process. This is critical, because: ���� Customer Experience is a key part in constituting your brand ���� Customer Experience puts you in customers’ position - to feel how they feel ���� Customer Experience gives you a solid grounding to design your customer-centric process

In addition, there is a strong correlation between a unique and well articulated customer strategy and customer loyalty, but many companies find that they lack a full understanding of what their customers really want. Often, a disconnection exists between the metrics that are used to evaluate the customer experience and the needs, requirements and expectations of those customers. Creating a positive customer experience requires strategic preparation, continual intelligence gathering, the ability to adapt flexibly with innovative responses to customers, and the integration of a CEM mentality throughout the organization.

To assist you in these objectives, Asia Dyna Forum (ADF) Training has developed a 1-day intensive workshop program focusing on the understanding, structuring and developing the CEM strategy that align with CRM strategy. Moreover, learning how to match your customer segment with the right CEM strategy, keeping abreast with the CEM 2.0 trend, and finally, evaluating your CEM endeavor will also be elaborated and discussed.

COURSE AGENDA

MORNING SESSION (09:00 - 12:30)

� Customer Experience The Facts - One company, one experience � Experience ecosystem – Explore the value evolution chain � Define experience – Redefine customer problem, benchmark and

define differentiating and profitable customer experience � CRM reflection – Does your CRM align with CEM?

AFTERNOON SESSION (13:30 - 17:00)

� Experience opportunity – Any room to innovate your customer experience?

� Different experience for different customers – Match your customer segment with the right CEM strategy

� Experience in virtual world – Let’s design CEM 2.0 � Measure what matters – Evaluate your CEM endeavor

*This course will be conducted in Thai*

WHO SHOULD ATTEND

• Customer Experience • Customer Relationship • Customer Loyalty • Customer Strategy • Customer Insight & Analytics

• Customer Retention • Customer Complains • Marketing • Contact / Call Centers • Service Delivery

KEY POINTS ABOUT THIS COURSE

• HEAR about the importance of understanding customer value, and how to apply that knowledge

to drive profitability and marketing effectiveness

• LEARN unique aspects of understanding customer needs, and how to create superior customer

experience

• FIND OUT how to implement CEM strategies to help build lasting relationships with your

customers and strategically transform your customer experiences to maximize revenue and profit

• REDUCE your marketing costs while improving customer relationships and loyalty

• UNDERSTAND tips & tricks to accelerate your customer experience strategy

• GRASP on how to improve CEM that can dramatically improve loyalty and retention, and make

your organization more profitable!

Thitirat Charoenyingwattana Managing Director & Marketing Consultant "Anything Write"

Thitirat Charoenyingwattana is Founder, Writer, and Marketing Consultant at Anything Write. “Anything Write” offers marketing consultancy and professional copywriting service speaking for clients in a content-driven world e.g. advertising, marketing and PR material, speech, newsletter, corporate stationery, proofreading, editing, ghostwriting, translation to communicate value from clients’ voice. Prior joining the current position, she was Deputy Managing Director, Sales and Marketing at Prima Gold International Co., Ltd., her notable achievement at Prima Gold International were introducing a new pricing strategy “one price” for gold jewelry, and increasing PR coverage value per month 200% with the same budget spending. Importantly, Thitirat was Vice President: Marketing at SF Development (MEGABANGNA) which her notable achievement at this time were; launching Megabangna to public via grand opening event, massive communication, sale promotion with over 77MB PR coverage; generating income from sponsorship, common space, and media 36% above target; receiving a recognition from BrandAge Magazine for “2012 Brand Conqueror”; and obtaining the highest employee satisfaction score among the management team. Moreover, she were also Vice President: Marketing Management at K.E. Retail Co., Ltd. (CRYSTAL DESIGN CENTER), Vice President: Market Management at Ayudhya Allianz C.P. Pcl., and Marketing Division Manager: Marketing Promotion and Customer Relation Management at The Emporium Shopping Complex Co., Ltd.

WORKSHOP TIMETABLE

08:30 am. Registration & Coffee/Tea 09:00 am. Morning Program 10:30 am. Morning Refreshment 12:30 pm. Lunch 13:30 pm. Afternoon Program 15:00 pm. Afternoon Refreshment 17:00 pm. End of the Workshop

> >> >> >> > POST-CONFERENCE WORKSHOP < << << << < THURSDAY, 17 JULY 2014 (9:00AM – 5:00PM)

ENHANCING

CUSTOMER EXPERIENCE EXCELLENCE

CONFERENCE REGISTRATION FORM CODE: C817

CONFERENCE FEE

FEE FOR ONE DELEGATE

(Fee includes lunch, refreshments and full conference kit)

Early Bird (Thai Baht)

(Payment before 30 May 2014)

Normal (Thai Baht) (Payment after 30 May 2014)

Workshop Conference Conference +

Workshop

Conference Conference +

Workshop

Registration Fee 22,400.00 30,400.00 25,400.00 33,400.00 13,400.00

+7% VAT 1,568.00 2,128.00 1,778.00 2,338.00 938.00

-3% W/H Tax *Withholding Tax deduction is applied for corporate only, not individual

672.00 912.00 762.00 1,002.00 402.00

TOTAL PAID 23,296.00 31,616.00 26,416.00 34,736.00 13,936.00

**Kindly fill in the registration form in English

4 EASY WAYS TO REGISTER REGISTRATION INFORMATION

1st

Delegate

Name: …………………………………………………………………………………………….

Job title: ……………………………………………..………………………………………….

Tel: …………………………………………………………………………………………………

Email: …………………………………………………………….……..........................

2nd

Delegate

Name: …………………………………………………………………………………………….

Job title: ……………………………………………..………………………………………….

Tel: …………………………………………………………………………………………………

Email: …………………………………………………………….……..........................

3

rd Delegate

Name: …………………………………………………………………………………………….

Job title: ……………………………………………..………………………………………….

Tel: …………………………………………………………………………………………………

Email: …………………………………………………………….……..........................

PAYMENT METHODS (OUR TAX ID. 0105556004951)

• CHEQUE/BANK DRAFT

Please cross cheque or bank draft made payable to

“Asia Dyna Forum Co., Ltd.”

• PAY IN “Asia Dyna Forum Co., Ltd.”

Account No. 772-2- 29276-0, Saving Account

Kasikorn Bank, Central World Branch

(Kindly fax pay-in slip and a copy of withholding tax certificate

to +66 (0) 2197 8385)

COMPANY DETAIL

Tax ID no………………………….………………….. Branch………………………..…….

Company name: …………………………………..……………………………..…………..

Address: ……………………………………………………………..............................

………………………………………………………………………………………………….……..

City: ……………………….… Zip code: ….….……… Country ……………….………

Tel: ……………………………….……………… Fax: …………….……………………………

Company email: ……………………….……………………………………………………..

Nature of business: ………………………….………………………………………………

INCORRECT MAILING

We apologise in advance for the mail which sent out to wrong

address of yours and the one who do not wish to have your

name in our mailing list, please let us know so that we

can immediately update our database and remove you from

our listing as appropriate.

Booking contact (Approving person)

Name: …………………………….……………………………………………………………….

Job title: …………………………………….…………………………………………………….

Tel: ………………………………….……………. Fax: ………………………………………..

Email: ……………………………………………….……………………………………………..

CANCELLATIONS AND TRANSFERS

If you are unable to attend, a substitute delegate is welcomed

at no extra charge. A refund less Baht 3,000 administration

charge will be made for cancellation received in writing on or

before 24 JUNE 2014. After that no refund and you will

receive a complete set of documentation.

CONFERENCE VENUE

The St. Regis Bangkok

159 Rajdamri Road, Bangkok Thailand Tel: +66 (0) 2207 7777

**The organizer reserves the right to amend the program without prior notice**

Email: admin@adf-asia.com

Hotline: +66 (0) 91415 1659

Tel: +66 (0) 2656 1518 (Auto Line)

Fax: +66 (0) 2197 8385

Mail: Asia Dyna Forum Co., Ltd.

973 President Tower, 12th Floor, Unit 12G

Ploenchit Road, Lumpini, Pathumwan, Bangkok 10330

CUSTOMER EXPERIENCE TRANSFORMATION

Driving Profitable Customer Centric Delivery through Seamless Multichannel Customer Experience – Exclusive to the Current Thailand Market!

CONFERENCE: 15-16 July 2014

WORKSHOP: 17 July 2014

VENUE: The St. Regis Bangkok

10% Discount

for GROUP of 2 or More

(Conf. ONLY)