Singapore Partner Event
2024-03-26 08:00:00 2024-03-26 09:00:00 Asia/Singapore CCO & Enterprise Leaders Summit 2024 This high level leadership Summit brings together internal champions and enterprise leaders driving change needed for customer transformation. Grand Copthorne Waterfront CMO Council cmoteam@cmocouncil.org
The Chief Customer Officers (CCO) & Enterprise Leaders Summit brings together internal champions and enterprise leaders driving change needed for customer transformation. This premium conference is the focal point for cross-functional leaders – Customer, Data, Digital, Technology, Marketing and Operations – to break down silos and drive real change enterprise-wide.
This premium summit will take place in 2024 in the lead up to The Customer Show Asia Expo, which will take place in March 2025.
CMO Council Panel Discussion on March 26th
CREATING THE CUSTOMER-INTUITIVE ENTERPRISE (CiE)
Using Richer CX Insight to Scale Interaction, Transaction and Satisfaction
As market pressures increase and margins erode, the commitment to operational excellence and back-end efficiency frequently lags, often undermining the quality and consistency of the connected customer experience and the level of brand advocacy and affinity. At a time when, customer retention and relationship management should be a top priority, many companies are being forced to cut corners, extract more revenue from existing customers, and reduce customer handling and support personnel.
Siloed, distributed data still remains unconsolidated and untapped from a customer insight and intelligence gathering perspective and marketing groups rarely have a hook into the evolving social media universe, as well as cloud-based customer service and support centers, in an effort to monitor, recover or prevent churn, defection, account loss or turnover issues. Or, for that matter, leverage opportunities to upsell and cross-sell at the frontline point-of-interaction.
Despite the power and influence of socially networked, digitally savvy consumers, few companies today have deployed real-time social listening, customer feedback and pre-emptive response systems that quickly identify and alert management to problems, issues or risks in the everyday customer experience and across multiplying channels of interaction and content consumption. They lack good governance and are not culturally, organizationally or operationally compliant to quickly remedy and address deficiencies in the customer experience. Chief marketers, however, are in a position to lead the way when it comes to defining, driving and delivering on the promise of a “Customer-Intuitive Enterprise.”
Consumers have stated that a single negative experience with a brand can alter the decision to do business with a company. According to a Harris Interactive poll of over 2,000 adult consumers, 80 percent of consumers will never go back to an organization after a negative experience. Marketing’s mandate is to revitalize sagging loyalty and retention numbers and drive top line growth through deeper, more meaningful engagements with customers across all touch points. Senior marketers must now, more than ever before, upgrade customer interactions in order to foster lasting and profitable relationships.
Daniel Ng, CMO Council Advisory Board APAC, will moderate the panel. Joining him to share their insights and perspecitves on this topic during the CMO-led panel discussion, will be:
DOWNLOAD the agenda to The Chief Customer Officers (CCO) & Enterprise Leaders’ Summit.
Amid global economic uncertainty, the ever-evolving technology landscape is fundamentally altering customer behavior. This brings an inherent complexity in how technology is integrated within enterprises, making it business-critical for close collaboration amongst cross-functional teams.
8 Key Modules on Critical Transformation Strategies at the summit include:
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All CMO members get 10% off – applicable on top of early bird rates (cannot be used in conjunction with other promotions except for early bird rates).
PROMO CODE: CMOCouncil10
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EXCLUSIVE CUSTOMER EXPERIENCE RESEARCH REPORTS
CMO Council has been tracking the evolution of customer experience for decades, producing a rich repository of exclusive research reports for members:
Dhiren is a seasoned marketer with 20 years of marketing experience, with more than 8 years as CMO/CCO, across FMCG and Financial services, handling mixes in more than 12 different countries, and living in 4 of them in the last decade. He has led teams of more 100+ marketers and product development professionals for more than 8 years and has a proven track record of delivering revenue growth across sauces and insurance. He is credited to have launched more than 100 different new products and over 200+ campaigns, spanning Indonesia, China, India, Singapore, Thailand, South Africa and other Asian markets. Additionally he has been a judge at Campaign Global and Asia awards, Effie APAC, MMA Smarties APAC and Campaign Women for Change for more than 5 years. He currently sits on the board of MMA APAC and AAMS Singapore.
As a marketing communications professional for over 20 years, Nikki has held senior roles across a variety of industries including finance, insurance, telecommunications, retail, logistics, IT, sports & property. She has worked both in-house and on the strategic creative agency side. Nikki has deep knowledge in brand, PR, customer experience and marketing. She is currently Marketing Growth Strategy Director, APAC managing teams across Small Business, Customer Experience, Brand/ Digital, CRM, Customer communications for UPS a global leader in express international logistics.
Sushmita is the Global CX Strategist at Reckitt, and a senior marketing leader with proven track record of delivering high growth in businesses across sectors, ensuring quantifiable marketing ROI and significant revenue uplift. She has deep expertise in full-funnel marketing, mining insights behind data analytics, brand research analysis, first-party data acquisition and engagement projects. Sushmita has more than 10 years of regional strategic, and in-market operations experiences, spanning across many countries (South-East Asia, Korea, India and more).
Daniel is a passionate leader with extensive Asia Pacific experience in general management, marketing, sales, operations, sustainability, government relations, communications (Internal, PR & AR) and in building teams of professionals for startups, scale-out enterprises and SMBs. He is a former Vice President of Marketing, APAC Neo4j, and has supported businesses from the startup phase of a low million dollars target to one that generated US$500 million across APAC, with a highlight of building the Volume Storage Business for IBM Asia Pacific from zero to US$33 million in a year. He is also a trusted advisor to organisations like Singapore Chinese Chambers of Commerce & Industry (SCCCI), MAD Academy and OpenGov Asia; and was mentor to Singapore Management University (SMU).
