What we discussed at
COMMON SENSE CX
Data & Analytics 2022 APAC
Customer Experience is increasingly data-centric, and the amount of data is overwhelming. How are leading companies turning all that data into better experiences that create loyalty, incremental revenue and stronger brands? How are they navigating the tension between personalisation and trust?
Who AttendED
70 data-forward Senior Marketers, CX leaders, Marketing Analytics leaders, CX Analytics leaders and MarTech leaders at leading enterprises in APAC and ANZ.
CSCX 2022 Singapore was a great success thanks to the brilliant #CX practitioners who traveled from all over Asia to share their experiences and learn from their peers.
AGENDA
16:00 – 20:00
Registration
18:00 – 18:45
Sponsor Intro
18:45 – 20:00
Cocktails & Appetizers (Networking Sponsor)
8:00 – 8:50
Breakfast
9:00 – 9:50
Panels
Theme – Personalisation & Trust
Privacy journey design for CX
Superior CX requires that we understand customers well enough to predict what will make them happy. Doing this at scale means deducing preferences by observing the behavior of anonymous buyers and feeding that into a predictive ML model.
Seems harmless enough, but this is precisely the sort of data gathering and analysis that privacy advocates often object to. As countries adopt greater privacy protections for consumers, how can you design and measure the privacy-related KPIs and metrics needed in your CX measurement programs to monitor journey performance?
Theme – Customer Experience Analytics
Building a customer relationship health management program
An annual feedback survey won’t uncover very granular trends or emerging topics in the feedback they collate. This kind of static approach is designed to measure and report, not manage and drive action.
By becoming effective listeners who take targeted, results-driven actions on their customer insights, brands can create a loyal customer base that’s more cost-effective than constantly driving new business. In this session we’ll work through the data & analytics framework needed to manage, not just measure your customer relationship health.
10:00 – 10:50
Panels
Theme – Personalisation & Trust
Moderated by:
When does personalisation create a trust problem?
We believe that personalisation delivers less buying friction, improves average order value, and improves CSAT. While this is true, there is a point at which personalisation is perceived to be intrusive. In fact Meta (Facebook) lists “knows too much” as a reason for blocking an ad in your feed.
The answer to this question is not simple, because it varies by culture, by demographics and by channel. In this session we’ll discuss some of the ways companies are making sure their personalisation efforts are welcomed by customers. We’ll also discuss how to tell if you have a trust problem and how to recover.
Theme – Customer Experience Analytics
Moderated by:
The case for real-time customer analytics
In 2022, no forward looking company is building mission-critical analytics that generate monthly insights. Real-time (or near-real-time) analytics is the only way to ensure you’re keeping up with the ever-shifting consumer demands shaped by hundreds of unpredictable factors.
Real-time customer analytics will require investment in technology and resources that executive management may be reluctant to sign off on. In this session we’ll discuss the core points you’ll need to bring to any budget discussion about upgrading to real-time.
11:00 – 11:15
Executive Insights Sessions
Theme – Personalisation & Trust
Best practices for encouraging product reviews
Positive online reviews are the best predictor of ecommerce sales success, but how do successful sellers ensure customers are leaving any reviews at all? We’ll explore the different approaches companies take to build product reviews into the buyer journey. What are the dos and don’ts, and how can you do to accelerate the accumulation of positive product reviews?
Theme – Customer Experience Analytics
Comparing metrics between mobile, PC and smart devices
Customers interact with your brand differently on different hardware. You’ll likely see different customer demographics on different devices too. In this session we’ll discuss how the same metrics have different meanings on different hardware, and how you can interpret these to improve CX on all the devices your customers use.
11:20 – 11:55
Panels
Theme – Personalisation & Trust
Moderated by:
Modernizing CX to reduce customer effort
Most CX & CS leaders are charged with creating experiences that are efficient, aligned with customer preferences, and create meaningful connections often by leveraging some form of AI or intelligent automation.
Because AI is freeing agents from low-value work and providing more useful data and guidance, building rapport with more customers is happening. In this session we’ll discuss ways forward-thinking companies are reducing customer effort by simultaneously elevating individual digital experiences, improving integration between channels, and taking a more strategic approach to customer journey design.
Theme – Customer Experience Analytics
How to graduate from loyalty program to loyalty brand
Most loyalty programs start out as purely transactional, but building true loyalty to your brand requires more than points and rewards. In this session we’ll discuss how companies are taking their loyalty programs to the next level and the kinds of outcomes they are seeing as a result.
More referral sales? Yes. Customer evanglists? Absolutely. Higher customer lifetime value? No doubt.
12:00 – 13:00
Lunch
13:00 – 13:50
Panels
Theme – Personalisation & Trust
Converting real-time analytics into real-time actions
The case for real-time analytics is built on the need to catch CX problems and take advantage of CX opportunities quickly. But converting analytics into actions in real time (or close to it) is not automatic or easy. In this session we’ll discuss practical actions companies have put into practice that are directly triggered by their CX analytics.
Theme – Customer Experience Analytics
Moderated by:
Driving CX investment with ROI-focused metrics
Marketers and CX leaders often measure their programs with aggregated metrics like NPS and CSAT, but when it comes time to defend a CX budget you need to show how CX generates revenue or reduces cost. The most straightforward way to accomplish this is by adopting metrics that clearly communicate ROI. In this session we’ll discuss what these ROI-focused metrics are and how to set them up in your organization.
14:00 – 14:30
Networking Break
14:30 – 17:30
Meeting & Learning
18:00 – 18:45
Cocktail Reception
18:45 – 20:30
Dinner
7:30 – 8:45
Breakfast
9:00 – 9:50
Panels
Theme – Personalisation & Trust
Moderated by:
New approaches to personalisation with 1st-party data
The heightened focus on 1st-party data has opened up new opportunities for personalising your customer journeys. In this session we’ll discuss the latest personalisation trends being driven by the increasing volume of 1st-party data.
Theme – Customer Experience Analytics
Building loyalty by valuing your customers’ data
Consumers are increasingly concerned about their personal data being collected and how it is used. They want companies to provide them with transparency and control over their data.
Companies are beginning to look at differentiating their brands by explicitly recognizing the value of customer data, using it to drive customer loyalty. IDC says that by 2024, privacy will be redefined as the “value of data,” and vendors will provide loyalty services in exchange for consumer data with 60% of consumers in developed countries participating. In this session we’ll discuss how to get ahead of this trend.
10:00 – 11:50
Meeting & Learning
12:00 – 12:50
Lunch
Some of our Speakers
Quick Facts about
COMMON SENSE CX
Data & Analytics 2022 APAC
Invitation-only
We are very selective about who we invite to Common Sense Conferences so you can network and learn from smart senior marketing & CX executives at leading companies across the Asia-Pacific region.
Fully paid for
The conference program, airfare, hotel and meals are all covered for qualified participants.
Intentionally small
60-70 participants and 10 sponsors can easily get to know each other over the course of the conference, starting relationships that can last a lifetime.
OUR SPONSORS
GOLD SPONSORS
SILVER SPONSOR
Companies who have attended past Common Sense CX APAC conferences
Companies who have sponsored past Common Sense CX Events
VENUE & REGISTRATION
Singapore
Pan Pacific Singapore,
7 Raffles Blvd, Singapore 039595
TALK TO US
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About Common Sense Conferences
Since 2019 Common Sense conferences have hosted more than 325 events focused on a wide variety of topics from Customer Experience to Data & Analytics. Learn more at commonsense.events.
Common Sense Conferences are produced by BuyerForesight, a global marketing services and research firm with offices in Singapore, USA, The Netherlands and India.
Questions our invited guests often ask us
General Conference
Launched in 2019, Common Sense Conferences attract executive thought leaders from around the globe for conversation with peers and industry experts to promote innovation and growth. All Common Sense events share a “Less Presentation, More Conversation” theme because the last thing anyone needs is more heavy-handed sales pitches masquerading as “thought leadership”.
Common Sense Conferences are produced by BuyerForesight, a 90-person (and growing) marketing services company with offices in the US, India, Singapore, and the Netherlands.
We produce executive thought leadership events worldwide.
We emphasize conversation over presentation. We carefully vet every prospective participant to ensure they will both contribute and get value from each event.
We have offices in Singapore, Duluth, Minnesota, Kolkata, Bangalore and Amsterdam.
Attend to learn and network with industry experts and executive peers.
Expect between 60 and 70 participants and 10 sponsors.
There are no current plans to invite media to this conference.
Sessions will be recorded.
Sessions will not be broadcast or made available for public viewing.
Yes.
Our business model relies on our participants being decision makers on behalf of their company, with control of a budget, buying authority, need for solutions and a timeline for purchase of those solutions within 12 months.
Logistics
Qualified participants pay nothing to attend.
Common Sense Conferences will arrange and pay for air travel and your hotel and meals for each qualified participant.
You’ll need to complete a qualification form.
You can register here
No. However, we request that you make a serious effort to find a colleague in your organization with similar qualifications to participate instead of you or take a meeting with at least 3 of our sponsors.
Registration begins at 16:00 and the welcome cocktail reception begins at 18:00. You should plan to arrive in time to join us for cocktails.
No. Our only requirement is that you participate in the full program from the welcome cocktail reception to the final meal on the last day.
No. Our only requirement is that you participate in the full program from the welcome cocktail reception to the final meal on the last day.
Airfare and hotel fees are covered. We also provide food & beverages at designated times and locations at the hotel during the conference
Please make your own arrangements to travel to and from the airport by taxi or rideshare.
Yes, you may.
Sessions
The format includes several session types from a full-group keynote address to small conversational breakout sessions. The majority of our activities are designed to foster small-group conversations among participants and our industry experts.
Here is the agenda.
A panel discussion is 3-5 experts discussing a series of questions posed by a moderator. Participants may ask and respond as well.
Typically each session will be 20-30 people.
As many as you like.
Yes, though some sessions may fill up; in this case you’ll need to choose a different session.
Yes, we strongly encourage your topic suggestions.
Participants
If you are a decision maker with control of a budget, buying authority, need for solutions, and a timeline for purchase of those solutions within 12 months, you will qualify. You may also qualify if you are a primary purchase influencer.
You are expected to attend and participate in sessions, join us for meals and stay through the full program. You are not required to meet with any of our sponsors, though of course we hope you’ll want to.
We believe our participants have a lot of valuable information to share, so we encourage all participants to actively ask and answer questions during our sessions. We also ask some participants to consider serving on a panel.
You aren’t required to be a “speaker” and lead a session; however, all participants should come prepared to share their expertise or ask good questions of their peers.
If you are serving on a panel or delivering a War Story, we’ll introduce you to others you’ll be presenting with, and set up prep calls for you. We do not use PowerPoint presentations in our breakout sessions, so a simple outline of what you intend to discuss is enough. Otherwise, all you need to do is read through the agenda and decide which sessions you’d like to participate in.
Yes, we’d like a detailed description of what you intend to cover.
Yes.
Other participants are Customer Experience, Data and Analytics and AI executives in medium to large enterprises in a variety of industries.
Sponsors
Sponsors are leading data infrastructure and data analytics technology vendors in the Middle East.
No.
Yes, we will share the information you provide to us with sponsors.
Yes, sponsors will reach out to you after the conference.
Yes.
Yes.