29 - 30 November , 2016
Hong Kong

Day 2 - 30 November Wednesday

08:20 - 09:00 Registration & Morning Refreshments


Rémi Segoin

Head of Customer Experience & Innovation
BRED Banque Populaire

09:10 - 09:50 Leading Organizational Transformation Towards Greater Customer-Centricity

David Schillmoeller - Chief Customer Officer, Prudential Corporation Asia
  • Customer experience as a competitive edge: How can organisations drive quality, transformative customer experience?
  • Leveraging customer experience design, technology and data science in your customer journey mapping
  • Overview of Prudential’s customer experience initiatives, key strategies and outcomes

David Schillmoeller

Chief Customer Officer
Prudential Corporation Asia

09:50 - 10:30 Case Study: Effectively Capturing the Voice of Your Customers: The Zurich Transactional Net Promoter Score (T-NPS) Case Study

Fiona Kwok - Chief Propositions Officer, Zurich Insurance Hong Kong
  • Getting closer to your customers: Measuring the level of customer advocacy at key touch points
  • How does Zurich T-NPS compare with traditional VoC in the delivery of customer experience?
  • Digital voice of the customer: Collecting customer feedback on digital platforms
  • Improving T-NPS Score by 80% in one year : Actionable insights from Zurich’s VoC strategy

Fiona Kwok

Chief Propositions Officer
Zurich Insurance Hong Kong

10:30 - 11:00 Networking Break

  • Challenging the effectiveness of available metrics such as NPS, CSAT & CES in measuring customer experience
  • Exploring new alternatives of measuring the performance of customer experience
  • Developing a standard method of quantifying customer experience across financial services in Hong Kong
  • How do you translate customer experience results into actions?

Alex Zhang

Director, R&D
Shanghai Oriental Financial


Priscilla Ng

Head of Customer Franchise


Natalie Raso

Global Head of Client Services, Global Trade & Receivables Finance

11:40 - 12:20 Delivering an Outstanding Branch Network Experience

Chang Tshung-Hui - Relationship Director, North Asia, Westpac
  • Catering to the needs of Hong Kong’s modern customers: What constitutes as an excellent branch experience?
  • Digitising & automating branch operations to delight customers: Finding the sweet spot between digital and in-person interaction
  • Devising a complementary branch network and digital customer experience strategy

Chang Tshung-Hui

Relationship Director, North Asia

12:20 - 13:20 Lunch

13:20 - 14:00 Building an Integrated Omni-Channel Experience

Molly Shea - Senior Vice President & General Manager, Digital, Western Union
  • Addressing the challenges of delivering service consistency across channels
  • Leveraging technology to develop a ‘single view’ of your customers across multiple platforms
  • How can you build a true omni-channel experience, deliver and measure it?

Molly Shea

Senior Vice President & General Manager, Digital
Western Union

  • Evaluating the effectiveness of your channel strategy in meeting different customer needs
  • Traditional vs. digital platform: To what degree should investments be focused on digital platform as the key means of financial transaction in Hong Kong?
  • Developing the best strategy to support various consumer groups: Elderly vs. digital natives, high net-worth vs mass market

Jonathan Hsu

Director, Head of SHK Direct & Digital Business
Sun Hung Kai Financial


Chang Tshung-Hui

Relationship Director, North Asia


Natalie Raso

Global Head of Client Services, Global Trade & Receivables Finance


Liza Ding

Managing Director, Head of Marketing & Communications, Asia Pacific
Deutsche Bank Wealth Management


Richard Chow

Head of Digital Channels Management

14:40 - 15:10 Networking Break

15:10 - 15:50 Implementing a Data-Driven Strategy Transforming Customer Experience

Ram Kumar - Senior Vice President, Head of Data and Analytics, QBE Insurance
  • Data correctness and quality: How can you ensure that customer data are captured in the right manner?
  • Going beyond big data analysis: Obtaining actionable insights to improve customer experience
  • Monetizing opportunities from big data: Identifying the gaps in services and offerings

Ram Kumar

Senior Vice President, Head of Data and Analytics
QBE Insurance

15:50 - 16:30 Leveraging Data Insights & Analysis to Drive Personalised Customer Experience

Ashok Krishnan - Head of Strategy, Analytics & Research, AXA China Region
• Analysing customer needs, behaviour and expectations to generate useful insights
• Translating data insights into meaningful improvement actions for a customised, personalised customer experience
• Using predictive modelling to generate business value and improve customer experience

Ashok Krishnan

Head of Strategy, Analytics & Research
AXA China Region

16:30 - 17:10 Empowering Employees to Deliver Top-Notch Customer Experience

Sudesh Thevasenabathy - Head of Customer Experience, AXA Hong Kong
  • Advocating for a customer-centric mindset within the institution: Educating C-suite, senior management and executives across the various business and support lines via top-down approach
  • Providing personalized services and achieving problem resolution: Training 3rd party agents, contact and service centres via bottom-up approach
  • Implementing a global standard framing employees’ dealing with customers, encouraging the organization to look ‘outside-in’
  • Leveraging on attractive incentives to change the behaviour of employees towards greater customer-centricity

Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

17:10 - 17:50 Transforming into a Process-Driven, Service-Based Model

Maya Nakhdjavani - Head of Continuous Improvement & Complaints Management, Global Customer Exp, HSBC
  • Looking through the customer lens: Where are the gaps in traditional product-based business model?
  • Key steps to implementing a service-based business model: How can we streamline processes to improve efficiency and customer experience?
  • Improving inter-departmental connectivity and automating operational processes to deliver ease and efficiency

Maya Nakhdjavani

Head of Continuous Improvement & Complaints Management, Global Customer Exp

17:50 - 23:59 Closing Remarks