July 6th & 7th, 2020,
Shangri-La's Rasa Sentosa Resort & Spa, Singapore


July 6th & 7th, 2020,
Shangri-La's Rasa Sentosa Resort & Spa, Singapore

What is

CSCX APAC is an invitation-only conference for 70 customer experience leaders and 12 customer experience solutions providers (Sponsors). Sessions are designed for collaborative conversation between CX experts in leading companies. Together we’ll dig into real-world applications of the latest customer experience technology and best practices.

War Stories

2 customer experience leaders will take us through lessons learned from a CX initiative that succeeded or failed. No podium, no stage, no PowerPoint.

Panel Sessions

A solution expert will moderate a 3-person panel on a single topic. Questions and conversation will follow.


Attendees will submit CX challenges they need help with ahead of time. We’ll pick the most interesting ones and everyone will sit down and work on solving them, led by solution experts with relevant expertise.


See what Common Sense CX attendees have to say about previous conferences.

Customer experience as a strategic focus is pretty new, whether it’s part of marketing, customer support or a stand-alone function. This means best practices are changing rapidly and even large companies don’t have many true experts.

Common Sense Customer Experience events bring together CX innovators from many different industries to share what’s working and what isn’t, and everybody learns.

Request an Invitation to Attend


The Common Sense Customer Experience agenda is being developed now, and will include the following types of topics:


Customer Journey Mapping Best Practices

  • How do your maps translate to execution?
  • Which software tools are offering useful innovations?
  • What overlooked tools should you be considering?

Qualitative feedback vs. unstructured data analysis

  • How and when should you integrate learnings from individual customer conversations with insights from high-volume analysis of complaints, questions, reviews or trouble tickets?
  • How does one inform the other?
  • What do you do when they are telling you different things?

Can you measure the impact of CX on Marketing, Product and Sales?

  • How companies are tying CX activities to outcomes in other functional departments.
  • Designing experiences with impact metrics in mind.
  • How Marketing, Product and Sales are taking the lead in better leveraging CX teams for better outcomes.

How to Design a CX Team for Long-Term Success

  • What are the essential foundational roles and the critical secondary roles?


Customer Effort Score as a new KPI

  • Customer effort is the best predictor of long-term customer loyalty and provides a really interesting lens to look at the customer experience through. “How can we reduce the amount of effort the customer needs to exert to solve their problem?”

Do your customer experiences create loyalty?

  • Being happy with an experience will not necessarily create loyalty if the “must-have” elements are missing.

Transforming a CX organization to a profit center in the eyes of your CFO

  • CX and customer support are by default categorized as cost centers. This session will provide insights into how to re-frame CX as a profit center to your CFO.

How To Communicate CX Metrics Better

  • Making sure stakeholders and staff understand what the numbers mean.
  • How should metrics be interpreted, and how are metrics commonly misinterpreted?
  • How do you include the impact of individuals and functional groups on the metrics?


Getting the most out of loyalty programs

  • Loyalty programs can be perceived as an earned discount or something that really turns customers into brand advocates. We’ll discuss how to accomplish the latter.

Implementing a CXM program in a matrixed organization

  • Implementing CX programs across business units in an enterprise can feel like herding cats. This session will dig into how to succeed in the face of organizational obstacles.

Funding Digital Transformation

  • How to fund digital transformation, while keeping focus on ever changing consumer needs and the bottom line.

How AI can predict customer intent in real time to boost CX?

  • Emerging AI technology is now being developed to help sales, contact center and other customer-facing employees deliver superior customer experience.

July 6th

11:00 AM - 11:30 AM
11:30 AM - 11:40 AM
Welcome Address & expectations
-Brief explanation of the event and format, and why we're doing it this way.
11:40 AM - 12:15 PM
Sponsor Capabilities Presentations
Each sponsor gives a brief capabilities presentation

- What pain points do you solve?

- Who do you help? (industries, company types, roles)

- Who from the team are attending and what is their expertise?

12:25 PM - 1:15 PM
1:25 PM - 2:20 PM
Panel Sessions: 2 Separate Sessions
2:30 PM - 3:20 PM
War Stories: 2 Separate Sessions
3:30 PM - 3:45 PM
Networking Break
3:45 PM - 5:45 PM
Vendor Meeting
5:45 - 6:00 PM
6:00 PM - 6:30 PM
Cocktail Reception
6:30 PM - 7:30 PM

July 7th

10:00 AM - 10:15 AM
Welcome Remarks & Coffee
10:20 AM - 11:10 AM
Panel Sessions: 2 Separate Sessions
11:20 AM - 12:10 PM
War Stories sessions: 2 Separate Sessions
12:15 PM – 1:00 PM
1:10 PM – 2:00 PM
War Stories sessions: 2 Separate Sessions
2:10 PM – 3:00 PM
Roundtable Sessions: 2 Separate Sessions
3:10 PM – 3:30 PM
Networking break
3:30 PM – 5:00 PM
Vendor meetings
5:00 PM – 5:30 PM
Cocktail reception
5:30 PM – 6:30 PM

Request an Invitation to Attend


CX professionals who meet our qualification criteria attend at no cost. We cover the conference program, travel, food and lodging.

You must be a Customer Experience leader or someone who drives a significant portion of your company's CX strategy
You must have buying authority for CX technology or services within your company
We welcome B2C and B2B companies, but skew towards B2C
You must complete a brief qualification call


Perx Tech

Become a Common Sense Customer Experience Solution Expert

Common Sense CX APAC is designed to provide solution experts (sponsors) with time to listen, engage and build relationships with CX leaders in Singapore and surrounding markets.

Our CX practitioners actively seek out meetings with solution experts, so there are plenty of opportunities to build new, profitable relationships.

Companies attending Common Sense CSCX20 APAC


Request an Invitation to Attend



Shangri-La's Rasa Sentosa Resort & Spa

101 Siloso Rd, Singapore 098970


Mitch Speers

+1 917-750-7287

Ash Prasad

+1 218-389-7816

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