The Customer Experience Conference 2015, held today at Intercontinental Singapore saw a room full of marketers discuss a broad range of topics on Customer Experience.
For pictures of both days, click here:
The day opened with Jo Hall, regional general manager, Asia, Merchandise and Marketing, Toys R’ Us, talking about how the brand positioned itself as a media channel. (Read also: How Toys R’ Us positioned itself as a media channel.)
Vivek Kumar, director and head, NTUC Membership also spoke about how the brand used content effectively to engage its consumers. (Read also: 4 tips for effective content marketing)
Pascal Ly, former head of digital customer experience, Schneider Electric and Michael Kustreba spoke about taking a data-driven approach to managing customer experience. (Read also: Breaking silos to create a single customer view)
Karen Eidsvik, regional director, Asia, Subway Systems Singapore spoke about structuring a marketing team for a consistent customer experience.
Rahul Asthana, regional marketing director, baby & child care, digital & ecommerce, Kimberly-Clark spoke about creating an omnichannel experience and how marketing needs to incorporate new technologies in its mix. (Read also: Marketers need to keep abreast of new technologies)
Speakers Souad-Marie Assaad and Enny Hartati of Luxola, Jon Sugihara of RedMart and Jason Ling of Millennium & Copthorne also gave practical tips on creating effective user experience design on online and mobile properties.
Day 2 saw speakers such as Kittisak Eh Chuei, director of loyalty and marketing, Pan Pacific Hotels Group, Philipp Kristian Diekhoner, founder of Futurelab under Metlife, and Loo Pei Fen, head of marketing for Challenger Technologies discuss their essentials for a strong customer loyalty programme. Nazia Hayat of Lenovo also spoke about adding the social media aspect to the mix. (Read: 5 things your loyalty programme should be…and shouldn’t)
Patrick Steinbrenner, director of onsite marketing for Zalora spoke on cost-effective customer experience management, while Roshni Pandey, head of strategic projects delivery, InterContinental Hotels Group spoke about keeping the customer experience fresh.
Jerry Lu, director and head of customer care, growth markets, Phillips Lighting gave new perspectives on accurately gauging customer sentiment. (Read: Are your current brand metrics adequate?)
Finally, Reshel Chan, senior customer service manager, Chan Brothers Travel and Carolyn Khiu, director, corporate communications, e-commerce & customer relations, McDonald’s Restaurants both shared their strategies for effective complaint management.