Registrations on or before 20th May 2016

Standard Rate

Financial Institutions* US$1095.00 US$1295.00

Standard Rate US$1595.00 US$1795.00

Marketforce presents

WWW.MARKETFORCE.EU.COM/CXASIA

Marketforce is proud to announce the inaugural 20:20 Customer Experience: Financial Services – Asia Pacific conference. Join industry leaders to discuss and debate the current and future trends in customer experience.

Customer Experience in Financial Services: Asia Pacific

7th & 8th June 2016Suntec, Singapore

Dr. Ruediger SchaeferRegional COOAllianz

Tim OliverGroup Chief Commercial & Marketing OfficerFWD

Joe LapierreRegional Head Digital IT TransformationAXA

HuiHui LiPresident, Global Business ManagementEvergrowing Bank

Chatchawan SangpreedeekornVP Digital and Customer ExperienceSCB

Jurgen MeerschaegeSVP, Head of Operational Analytics & Decision SupportDBS

Wendy LeeDirector, Digital SolutionsAgeasAsia

Warren CammackHead of InnovationVietnam International Bank

Stephanie MyersVP Digital ChannelsHSBC

KK LooSVP, Chief Agency OfficerAIGChina

Troy BarnesHead of Customer ExperienceAIAMalaysia

Sharmila MartisHead, Frontline EngagementStandard Chartered Bank

Engage, excite and delight your customer with the best in customer experience strategies

“The speaker list is really impressive. I am looking forward to taking part in the conference!”

Dr. Ruediger Schaefer, Regional COO, Allianz

EARLY REGISTRATION RATES

Book now and save US$200 before the early rate expires

SPECIAL DISCOUNT

Additional 15% discount for group bookings of 3 or more delegates

In this era of digital change and technological advancement, the customer has never been more important. The

heightened expectations and increased connectivity of customers has meant that the need for a better understanding

and a customer-centric strategy is at the heart of financial services business models. Engage with your peers at this

thought-provoking conference and benefit from the vital lessons given by senior industry leaders.

and debate the increasing demands of your customerDISCUSS

with customer experience professionals from across the financial services sectorNETWORK

how to engage your employees to ensure complete customer centricityDISCOVER

the importance of data and analyticsUNDERSTAND

how to translate that all important data into insightLEARN

“Fantastic representation from around the industry

and an outstanding opportunity to share

views and hear different perspectives.”

Mark MullenChief Executive Officer, Atom Bank

“Some excellent speakers with insightful views both

interesting and useful takeaways“

Associate Director, Fidelity Worldwide Investment

100+ BLOG PIECES

& VIDEOS

2000 MEMBERS

FORTNIGHLY NEWSLETTER

The 20:20 Customer Experience Network is a cutting edge

global hub that brings together customer experience

professionals to gain insights and share opinions.

•Access exclusive videos, expert blogs, articles, speaker presentations & much more

•Participate in polls, debates and conversation

•Connectwith your industry peers around the globe.

Customer Experience:

NETWORK

http://2020.marketforce.eu.com/

Mobile Voting Sessions

FEEDBACK FROM PREVIOUS

CUSTOMER EXPERIENCE EVENTS

5+ hours of networking time

Over 12 hours of content

InteractivePanel Discussions

DAY1 - TUESDAY7THJUNE2016

2

3

1

09.00 Welcome address by Marketforce

09.05 Chair’s opening remarks

Striving for outstanding customer experience

09.10 Delivering excellence in customer experience•Whatdoesexcellenceincustomerexperiencemean?•Whatarethefundamentalsofsuccessfulcustomerservice?•Appreciatingtheimportanceofrelevantcustomerexperience•CreatingandmaintainingmeaningfulcustomerrelationshipsSpeaker to be confirmed

09.30

P2P

!

?

!P2P

Case Study

Our journey to becoming a truly customer-focused bankTwo years ago Warren Cammack joined Vietnam International Bank as Chief Innovation Officer. Over the last twenty four months he has dedicated himself to driving VIB towards customer centricity. In this presentation, Warren will tell us how the culture has changed, the challenges faced and the successes achieved.Warren Cammack, Head of Innovation, Vietnam International Bank

09.50 Advisory session

10.10

P2P

!

?

!P2P

Leaders’ Forum

Customer centricity: the new competitive edge•Succeedinginahighlycompetitiveenvironment:customer experience as the answer•Isinvestmentincustomerexperiencejustifiedandwhat challengesdoesitbring?•MaximisingtheROIofcustomerexperience•Profitandservice:understandingtheinterrelationship•Gainingandretainingcustomers:CXasacrucialfactor•Beyondcustomeracquisition:understandingcrossselling,win backs and retention•Customerloyalty:whatistherealvalueofexistingcustomers?HuiHui Li, President, Global Business Management, Evergrowing BankWarren Cammack, Head of Innovation, Vietnam International BankBhaskar Katta, Regional COO,ANZ

10.40 Refreshments

Knowing and understanding your customer

11.10 Data and analytics: the key to great customer experience?•Buildingabetterpictureofcustomersandtheirbehaviour•Understandingthelimitationsofdataandanalytics•Real-timeinsights:attaininginstantaneousvalue•Howcanyoueducateyourteamontheimportanceofdataand analytics?Jurgen Meerschaege, SVP, Head of Operational Analytics & Decision Support, DBS

11.30 Translating data into insight•Whataretherightquestionstoasktogainworthwhileinsight?•Actionableintelligence:avoidinguselessdata•Usingyourdatawisely:frominsighttoimprovedcustomer experience•Removingsilos:usingcustomerunderstandingtobreakdown barriersAlexZhang,Director Customer Intelligence Analytics, Prudential

11.50 Advisory session

12.10 P2P

!

?

!P2P

Panel Discussion and Mobile Voting

Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include: Onesizefitsall?Therealityofcustomersegmentation•Whatisthevalueofsegmentation–ismeaningful segmentationachievable?•Age,gender,income,spending:understandinggrouping techniques•Isethnographyvitaltocustomerexperience?•Howcanbanksandinsurersusesegmentationtobettertailor productsandservices?•Withchangingpatternsofbehaviour,whatarethelimitations ofsegmentation?•Lookingtothefuture:isfullpersonalisationtheonlyway forward?Jurgen Meerschaege, SVP, Head of Operational Analytics & Decision Support, DBSJoachim Joseph, VP Head of Customer Service Management, AmBankAmranKhamis, Head of Customer Experience and Innovation, Great Eastern Life Malaysia

12.40 Lunch

Succeeding in an ever-developing and demanding world

13.55 The customers of 2016 and beyond: responding to emerging needs

•Understandingthe“alwayson”customer•Learningfromotherindustries:whatdocustomersreally want?•Intimacyandprivacy:creatinganappropriatepersonalised service•Predictingfutureneeds:whatwillcustomersbeaskingfor overthenextdecade?Tim Oliver, Group Chief Commercial & Marketing Officer, FWD

14.25 Product design and service: how can we create greater value for our customers?

•Movingbeyondpricedifferentiation:whatelsedocustomers lookfor?•Utilisinglifestagesforproductdesign•Understandinghuman-centreddesign:buildinganempathy for people•UsingpredictivemodellinginthecreationofnewproductsDr Ruediger Schaefer, Regional COO, Allianz

14.45 Meeting the emotional needs of customers•Achievinglifegoals:amoresophisticatedresponseto customer needs and aspirations•Leveragingexpertisetohelpcustomersintheirdailyactivities•Human-connectedness:ensuringitsexistenceinfinancial servicesJoachim Joseph, VP Head of Customer Service Management, AmBank

15.05 Advisory session

15.25 Questions

15.40 Refreshments

20:20 Customer Experience in Financial Services: Asia Pacific7th & 8th June 2016 | Suntec, Singapore

FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA

4

7

6

5

Measuring your success – utilising customer metrics

16.10 Employing metrics to determine customer satisfaction•TheroleofNPS:understandingyourcustomerexperience strategy•VoC:utilisingcustomerfeedbackonserviceexperiencesand expectations•Therightmetricsfortherightchannels:generatingan accurate picture of user experience•TheblindspotsofmetricsandhowtoavoidthemSharmila Martis, Head, Frontline Engagement, Standard Chartered Bank

16.30 Advisory session

16.50 Customereffort:thenewbuzzwordforachievingoutstanding customer service?

•Whatcancustomerefforttellyouaboutyourcustomer?•Iscustomereffortthewaytobetterunderstandthesuccessof yourservice?•Shouldminimisingcustomereffortbethegoalofcustomer experience?Rory Carty, Head of APAC Customer Experience & Insights, BMWGroupFinancialServicesAustralia

17.10 Questions

17.25 Chair’s closing remarks and end of day one

17.35 Drinks reception

09.00 Chair’s opening remarks

The route to an optimal channel strategy

09.05 Omnichannel integration: crafting a seamless multiplatform experience

•Whyisomnichannelintegrationimportant?•Frictionlessinteractions:ensuringswiftserviceandeasy movement across channels•Brandmessage:consistentidentityonalltouchpoints•IdentifyingandmanagingtheweaknessesofeachchannelDavid Tan, Head of Customer Management, VIB

09.25 Exploring the future development of customer channels•Channelpreferences:willthesechangewithdemographics?•Howwillthetraditionalbranchchangewiththeincreasing useofonlinebanking?•Willtheroleofthecontactcentrechangeinanomnichannel environment?•Understandingtheroleofagentswiththeincreaseindirect customers•Whatwillmobilemeantocustomerchannelsinthefuture?Troy Barnes, Head of Customer Experience,AIAMalaysia

09.45 Advisory session

10.05 P2P

!

?

!P2P

Panel Discussion and Mobile Voting

Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include: Building a digital strategy that meets customer expectations•Howimportantaredigitalchannelsforthecustomersof today?•Assessingtheopportunitiesthatexistwithindigital•Thechallengesofintegratingonlineandofflinechannels•Apps,online,mobilebanking:howcantheseallbeused effectively?•Designinguser-friendlychannels:digitalforallcustomers•Harnessingandutilisingmobilepenetration•Ensuringthatdigitalinteractionremainspersonal•AssessingthelimitationsofdigitalandfillinginthegapsTroy Barnes, Head of Customer Experience,AIAMalaysiaDavid Tan, Head of Customer Management, VIBChatchawan Sangpreedeekorn, VP Digital and Customer Experience, SCB

10.35 Refreshments

Understanding the customer journey

11.05 The customer journey: a day in the life of the customer •Learningbydoing:whyitisimportanttomapcustomeractivity•Whatchallengesdocustomersfaceacrosstheirjourney?•Optimisingthecustomerjourneytoimprovecustomer experience•Howcancustomer-facingprocessesbemoreengagingand responsive?Stephanie Myers, VP Digital Channels, HSBC

11.25 Advisory session

11.45

P2P

!

?

!P2P

Case Study

Building a company from the customer upSpeaker to be confirmed

12.05 Questions

Cultivating a customer-centric culture

12.20 Employee engagement: empowering staff as the first step to top customer experience

•Howtoensurestaffareinvestedinmakingadifferenceand emphasise its necessity•Howcanorganisationsincentivisestafftoprovidegreat customerexperience?•Fosteringanenvironmentofcustomer-focusedoperations•Addingcustomerexperiencetoaresults-orientedworkplaceSpeaker to be confirmed

12.40 Advisory session

13.00

P2P

!

?

!P2P

Case Study

Managing and maintaining a customer-focused team Agents are a key distribution line for many insurances companies and the agents themselves have a close relationship with the customers that they serve. Given this, how can a company ensure that their customer experience strategy isbeingupheldthroughthiscrucialchannel?KKLooisresponsibleformulti-channelsincludingagents,corporateagencies/IFAs, digital partners, bancassurance and brokers. He will discuss the issues involved in providing the ultimate customer experience both inside AIG and beyond.KK Loo, SVP, Chief Agency Officer,AIGChina

13.20 Questions

13.35 Lunch

DAY2 - WEDNESDAY8THJUNE2016

FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA

8

FORMOREINFORMATION,PLEASEVISITTHEWEBSITEATWWW.MARKETFORCE.EU.COM/CXASIA

9

Overcoming the barriers to optimal customer experience

14.50 Legacy systems: handling limited agility within financial services

•Whatchallengesdolegacysystemsposetoenhancing customerexperience?•Improvethespeedofoperationswithoutexcessivebusiness interruption•Whattoconsiderwhenthinkingaboutinvestinginnew systems•Minimisingriskwhenundergoingalargesystem transformationJoe Lapierre, Regional Head Digital IT Transformation, AXA

15.10 Providing superb customer experience within a regulated environment

•Regulationvscustomerexpectations:handlingtheconflict•Understandingrestrictionsoncustomeridentification•Workingwithoutanelectronicsignature•Compliance:treatingyourcustomerfairlyHuiHui Li, President, Global Business Management, Evergrowing Bank

15.30 Advisory session

15.50 Questions

Customer experience in 2020

16.05 P2P

!

?

!P2P

Panel Discussion

Exploring future developments in customer experience•FinTech:exploringthechallengesandopportunities•Aggregators:howtodifferentiateonCXinapremiumprice war•Willcurrentmetricsbeasatisfactorymeasureofcustomer experienceinthedigitalage?•Howwillregulatorsaffectcustomerexperienceinthefuture?•Millennials:howwilltheirneedschangethefaceof experience?•Sensorsandtheriseofwearables•SocialmediaanditsdevelopingroleincustomerexperienceJoe Lapierre, Regional Head Digital IT Transformation, AXAWendy Lee, Director – Digital Solutions, AgeasAndreHesselink, CEO, GoBear

16.35 Chair’s closing remarks and end of conference

Amazon Web ServicesANXInternational

ANZ BankBangkok Bank

Bank Negara MalaysiaBank of New Zealand

Bank of the Philippine IslandsBank RakyatBankMobile

Barclays BankBehavioSec

Credit SuisseDBS Bank

Deutsche BankForrester Research

Go BearGoogle

Hong Kong Monetary AuthorityHSBC BankICICI Bank

InfosysLiberty Mutual Insurance

MasterCardMaybank

Mercedes Benz Financial ServicesNordea Bank

Oliver Wyman GroupPegasystems

SalesforceSiam Commercial Bank

Singapore FinTech ConsortiumStandard Chartered BankStartupbootcamp FinTech

Thanachart BankUangTeman

United Overseas BankVietnam International Bank

VP BankWestpac Bank

YoloPay

WHOCANYOUMEET?

Earlier in March 2016, our Future of Digital Banking: Asia Pacific conference held in Singapore was attended by over 120 senior financial services professionals from across the region.

Retail Banks

Cards & Payments

Other FinancialInstitutions

IT Solutions & Fintech

Consultancies

INTERESTEDINSPEAKING,EXHIBITINGORHOSTINGANEVENTAROUNDTHECONFERENCE?

There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch:

Tel: +603 2181 4741 Email: sponsorenquiries@marketforce.eu.com

EXCLUSIVERATESFORFINANCIALINSTITUTIONPROFESSIONALSAVAILABLE

Other

17%

Attendeebreakdown

43%

14%

9%

8%

9%

17%

20:20 Customer Experience in Financial Services: Asia Pacific7th & 8th June 2016 | Suntec, Singapore

Company NameAddress

Postcode/Zip Country Fax

How to Book

Prices

Company Information

Payments

Terms and ConditionsDelegate informationRegistration and document distribution from 8.30am on Tuesday 7th June 2016.

Event accommodationOvernight accommodation and travel costs are not included in the registration fee. For furtherinformation on discounted hotel rooms, please refer to the delegate pack which will be sent outonce you have confirmed your place.

Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditionsThe fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers.

CancellationsCancellations must be received in writing to cancellations@marketforce.eu.com. Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of US$160 per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time.

Data ProtectionMarketforce Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be amended, removed or not passed on to external organisations, please write to the Database Administrator at the address on the registration form. Following your update or removal request, you may receive additional pieces of communication whilst the changes are effected.

Delegate Information

Registrations on or before 20th May 2016

Standard Rate

Financial Institutions* US$1095.00 US$1295.00

Standard Rate US$1595.00 US$1795.00

15% DISCOUNT

Title First Name SurnameJob TitlePhone Email

Title First Name SurnameJob TitlePhone Email

Title First Name SurnameJob TitlePhone Email

To register your place, please visit the website at www.marketforce.eu.com/cxasia or fill out the below form and return to info@marketforce.eu.com. For any queries, please call +44(0)207 760 8699.

* This rate is available for financial institutions only. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final.

WWW.MARKETFORCE.EU.COM/CXASIA

PLEASE SELECT THE RELEVANT BOX:I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd’s terms and conditions.I cannot attend so I wish to purchase a copy of the conference documentation @ US$250.The conference documentation is distributed online and accessed via a password which will be emailed to you after the conference and once payment has been made. The presentations will be online for a period of 3 months.

Signed

I enclose a cheque for the sum of _______________ . Cheques must be drawn on a UK bank account with a UK sort code and should be made payable to Marketforce Business Media Ltd and sent to The Accounts Department, Marketforce Business Media Ltd, 3 Sutton Lane, London EC1M 5PU.

I will transfer the sum of _________________ Bank Transfer details: please transfer quoting reference SOK01 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR, UK. Bank transfers in USD should be made to Lloyds Bank, sort code 30-97-81, account number 11588125, IBAN: GB02 LOYD 3097 8111 5881 25, BIC: LOYDGB21034. Payments made in this way should also carry the conference name and your company name as reference. Bank transfers in Euros should be made to Lloyds Bank, sort code 30-97-81, account number 88061150, IBAN: GB09 LOYD 3097 8188 0611 50, BIC: LOYDGB21034. Payments made in this way should also carry the conference name and your company name as reference. Please debit the sum of _________________ from my Credit Card: Amex/Visa/MasterCard.Card No Exp. Date Holder’s Name Security Code* Signature Date