COMMON SENSE
Customer Experience
& Data Analytics APAC 2022

Pan Pacific, Singapore, July 6-8, 2022, Successfully held

The 4th Annual Data-Driven Customer Experience Conference

COMMON SENSE CX
Customer Experience & Data Analytics APAC 2022

Pan Pacific, Singapore, July 6-8, 2022, Successfully held

The 4th Annual Data-Driven Customer Experience Conference

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:

ServiceNow
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:

Uniphore
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:

Glassbox
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:

Resulticks
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

Devendra Shivhare
Director – Marketing Technology at The Coca-Cola Company
LinkedIn
Neil Gardner
Chief Customer Officer – Asia at Generali Asia
LinkedIn
Lianne Mui
Director – Digital Marketing at McCormick & Company
LinkedIn
Abhishek Arora
Head Digital Sales & Marketing (MarTech) and CRM, Standard Chartered Bank
LinkedIn
Nikki Taylor
Marketing Growth Strategy Director, Asia Pacific at UPS
LinkedIn
Falguni-Desai_Microsoft_347x347
Business Strategy Advisor – Banking & Capital Markets at Microsoft
LinkedIn
Rishi-Dhawan_347x347
Head Of Digital Customer Experience at Nissan Motor Corporation
LinkedIn
Bharati Amarnani
CX Practitioner
LinkedIn

Personalisation & Trust

Privacy journey design for CX
When does personalisation create a trust problem?
Converting real-time analytics into real-time actions
New approaches to personalisation with 1st-party data

Customer Experience Analytics

Building a customer relationship health management program
The case for real-time customer analytics
Driving CX investment with ROI-focused metrics
Metrics that will matter most in 2023

Personalisation & Trust

Privacy journey design for CX
When does personalisation create a trust problem?
Converting real-time analytics into real-time actions
New approaches to personalisation with 1st-party data

Customer Experience Analytics

Building a customer relationship health management program
The case for real-time customer analytics
Driving CX investment with ROI-focused metrics
Metrics that will matter most in 2023

Quick Facts about
COMMON SENSE CX

Data & Analytics 2022 APAC

OUR SPONSORS

GOLD SPONSORS

Resulticks Logo

SILVER SPONSOR

Uniphore
Glassbox Logo

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.

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