Agenda
Monday
Aug 31- 12:00 pm – 5:00 pm SGTSuper Monday
Tuesday
Sep 1- 10:25 am – 10:45 am SGTOpening Remarks & Welcome Address
- 10:50 am – 11:55 am SGTKeynotes
- 11:55 am – 12:15 pm SGTMarketplace Energizer
- 12:15 pm – 1:25 pm SGTBreakout Sessions and Sponsor Case Studies
- 1:25 pm – 1:45 pm SGTMarketplace Energizer
- 1:45 pm – 2:15 pm SGTBreakout Sessions
- 2:20 pm – 2:50 pm SGTKeynote Panel
- 2:50 pm – 3:00 pm SGTDay One Close
Wednesday
Sep 2- 10:30 am – 11:35 am SGTKeynotes
- 11:35 am – 11:55 am SGTMarketplace Energizer
- 11:55 am – 1:15 pm SGTBreakout Sessions and Sponsor Case Studies
- 1:15 pm – 1:35 pm SGTMarketplace Energizer
- 1:35 pm – 2:05 pm SGTKeynotes
- 2:10 pm – 2:45 pm SGTGuest Appearance
- 2:45 pm – 2:55 pm SGTClosing Remarks
Monday Aug 31
Super Monday
The Summit Asia Pacific virtual experience will open on Monday, 31 August at 12:00 – 5:00 p.m. SGT to login, update your profile, build your agenda, watch pre-event content and demos, and more.
Foundations: Demand and Account-Based Marketing
Are you a new SiriusDecisions client or are you a tenured client well versed in SiriusDecisions concepts and methodologies? SiriusFoundations sessions will help new and experienced Summit delegates alike by presenting a fresh take on established SiriusDecisions concepts, frameworks and terminology. SiriusFoundations present the cornerstones of our research, proven to help B2B organizations achieve high performance and intelligent growth.
– Understand how brand performance is connected to demand performance
– Review an approach for diagnosing demand issues that have a potential brand root-cause
– Describe an approach for breaking down the silos between brand and demand teams to drive improved revenue performance
Speakers:
John Arnold, Principal Analyst, Forrester
Laura Cross, VP, Principal Analyst, Forrester Research
Foundations: The New Campaign Framework
Companies seeking to orchestrate the planning and implementation of integrated go-to-market initiatives have found the SiriusDecisions Campaign Framework to be a lifesaver. Since its introduction, hundreds of companies have used it to achieve a state of campaign bliss. Yet campaign implementation is a journey with many aspects to consider. In this track, we share the foundations of the campaign framework and show how portfolio, campaign and execution teams align their efforts; make key deployment decisions that lead to execution; plan content across the campaign lifecycle; ensure strategic and tactical messaging consistency; and guide corporate, regional and country-level interlock.
Speakers:
Craig Moore, VP, Principal Analyst, Forrester Research
Foundations: Sales Executive
Are you a new SiriusDecisions client or are you a tenured client well versed in SiriusDecisions concepts and methodologies? SiriusFoundations sessions will help new and experienced Summit delegates alike by presenting a fresh take on established SiriusDecisions concepts, frameworks and terminology. SiriusFoundations present the cornerstones of our research, proven to help B2B organizations achieve high performance and intelligent growth.
Speakers:
Mike Pregler, VP, Research Director, Forrester
Tuesday Sep 1
Executive Leadership Exchange
The Executive Leadership Exchange is an invitation-only program. Click here to learn more.
Opening Remarks
Speakers:
George Colony, CEO, Forrester
Welcome Address
Speakers:
Frederic Giron, VP, Research Director, Forrester
Meta Karagianni, VP, Research Director, Forrester
Session Change
Lessons From A Crisis: The Future Of Brand, Employee And Customer Engagement
The current crisis is unprecedented. However, the ideas and priorities that organizations need to apply at this moment are not. There are clear concepts, strategies and tools that companies urgently need to develop that will help them not only survive the effects of the pandemic but also thrive in the future. In this session, we will provide insight and practical guidance about the foundational elements of employee experience, customer engagement, and brand engagement to prioritize in order to thrive today and be best prepared for the future – no matter what that may look like.
Speakers:
James McQuivey, VP, Principal Analyst, Forrester
Lisa Nakano, Service Director, Customer Engagement Strategies, Forrester
Session Change
Mainstage
Marketplace Energizer
Breakout Sessions
Session Change
Sponsor Case Studies
Hear from industry peers on their experiences working with providers on their services and solutions.
Featuring presentations from: HCL, ServiceNow, Quadient, Appian, and Zendesk
7-Eleven: Digital-Enabled to Meet the Customers' Intent
7-Eleven selected Customer Service Management for customer service/voice of the customer workflow processes. Prior to implementation, all customer service cases and experience survey feedback were funneling through one intake method with no distinguishable flag separating the two. This resulted in delayed customer outreach & resolution, low servicing satisfaction, and high cost of servicing. Post-implementation, quality of service has improved, root causes are identifiable, and continuous improvement has occurred, resulting in case volume decreased by 93% (actionable case identified) and a 205% increase in case resolution rate. Attend this session to learn how this was possible.
Speakers:
Jerry Campbell, Head of Customer Experience and Social Engagement, 7-Eleven
A Future-Proof Approach To CX In The Modern World
For many organisations, meeting customer expectations at scale is complicated, and doing so today looks entirely different than it did just a year ago. As industries evolve, advancements in technology also bring changes in consumer behaviour. In this highly dynamic environment, delivering an excellent customer experience alone is not enough – businesses have to show empathy and agility to embrace the challenges, and build positive, long-term relationships with their customers in the modern world.
Speakers:
Malcolm Koh, Customer Experience Strategist, Zendesk
Kelvin Lam, Regional General Manager, YouTrip
Now, Next and Beyond Customer Experience Future-Proofing
The first half of 2020 has exposed the gaps in the customer journeys which were designed without a pandemic in mind. Customer interactions have been stress-tested to the max and companies are now wondering whether this new paradigm for customer engagement is permanent or just a temporary digital customer who has a different ‘new normal’ expectation in mind. Join Quadient to understand how you can prepare for Now, Next and Beyond future-proofing Customer Experience.
Speakers:
Jo Tyrer, VP Sales & Operations, APAC, Quadient
HCL Customer Experience: “Own the journey”
Companies are looking to better optimize customer experience to help navigate the new normal. Powerful and memorable customer journeys shape their perceptions about your brand at every touch point. Digital marketers are at the forefront of this transformation and faced with juggling activities, deadlines, and budgets to achieve strategic goals against constantly changing constraints. This session will introduce HCL Software’s Customer Experience portfolio, which is designed for today’s digital marketing mindset.
Speakers:
Raj Iyer, VP of Product Management and GM for CX BU, HCL Software
Empowering The Filipinos Digitally In Time Of Covid
Overview of Philippines during COVID and why they needed to empower their citizens digitally in specific areas as the country is primarily a cash based society even to this day. Hear about UnionBank’s culture and the foundations they had in place to enable them to build digital innovations for the Filipinos citizens, reviewing digital transformation which included working with various partners in over 12,000 touch points across the Philippines.
Speakers:
Ronaldo Jose M. Puno, Senior Vice President, Head of Solutions Delivery, UnionBank
Session Change
Breakout Sessions
Marketplace Energizer
Return on Integration Honours: UiPath
Building a Rocketship In-Flight
This is the story of creating a demand ( …and a brand) engine for UiPath in India & South Asia region. Robotic process Automation is new to market category, which is the new wave of technology likely to be as momentous as ERP or Cloud services in next few years. UiPath came into business towards end of 2016 and has been growing triple digit across all continents since then, to achieve current position at $7Bn valuation and >7500 enterprise customers worldwide.
India was the first market to be started in Asia Pacific due to presence of global capability centres of Forbes 2000 corporations here and a large business process Outsourcing industry. The Business ask was to create UiPath presence in this market and deliver a qualified pipe of opportunities, that the sales team could convert to revenue.
This meant building an agile, capable, and sustainable marketing machine to establish category leadership and monetise the opportunity. 8 months later, we have quadrupled our business with undisputed leadership status and >450 customers across all major industries. Marketing is a trusted partner with business, essential to strategy & its realization the market. Current crisis both tested and brought to fore the gains of this approach – helping us manage thru this period with empathy & resilience . It’s our journey of doing so that we’ll share in this session.
Speakers:
Mavis Liew, Principal Analyst, Forrester
Rajesh Kumar, VP Marketing , India & South Asia , UiPath
Udit Agarwal, Director Partner Marketing, UiPath
Breakout Sessions
B2B Marketing and CX Certification
For more information please click here.
CX Certification Live! is available in Chinese. For more information on other translated/sub-titled sessions, click here
Session Change
Silver Linings Playbook: Unexpected Innovations That Will Outlive COVID-19
In the early days of COVID-19 marketers, sellers and CX leaders scrambled to keep the most fundamental parts of their operations running. As they overcame this initial risk and crisis mitigation stage, they moved into a new world that exposed silver linings and innovations that were hidden or just not feasible in the business-as-usual world they knew. This panel with Forrester and SiriusDecisions thought leaders will explore the most important new lessons marketers, sellers and CX leaders have learned and how to apply them.
Speakers:
Dane Anderson, SVP, International Research & Product, Forrester
Mavis Liew, Principal Analyst, Forrester
Tom Mouhsian, Principal Analyst, Forrester
Xiaofeng Wang, Senior Analyst, Forrester
Anthony McPartlin, Principal Analyst, Forrester
Day One Close
Wednesday Sep 2
Mainstage
Session Change
Mainstage
Marketplace Energizer
Breakout Sessions
B2B Marketing and CX Certification
For more information, please click here.
CX Certification Live! is available in Chinese. For more information on other translated/sub-titled sessions, click here
Session Change
Sponsor Case Studies
Hear from industry peers on their experiences working with providers on their services and solutions.
Featuring presentations from: HCL, OpenText, SugarCRM/iZeno, and Verticurl
ASB Bank - Connected Customer Conversations powered by HCL Software’s Unica solution
ASB Bank created a sophisticated marketing automation program to communicate to customers in a personal, timely and relevant manner, which has driven huge success for the bank – and also been instrumental in delivering on their vision of improving New Zealanders financial wellbeing. Meaning that “success” could sometimes mean forgoing short term revenue to the business but growing trust and long term profitable relationships with customers. Join Chris Thompson and Morgan Lee as they showcase the “Connected Customer Conversations” program powered by HCL Software’s Unica solution.
Speakers:
Morgan Lee, Head of Direct Marketing, ASB Bank
Chris Thompson, General Manager and Head of Marketing Data and Analytics, ASB Bank
Create “Customers for Life” with Intelligent and Connected Experiences
2020 has changed the way consumers interact with organisations. There has been a dramatic shift to buying goods and services through digitally-led channels and with an unprecedented number of ways to engage with companies. Developing a true omnichannel experience requires evolving beyond the limited thinking that digital and physical channels are separate, competing entities. Join this session and uncover the foundations of implementing a holistic omnichannel transformation strategy to create ultimate experiences for your customers.
Speakers:
Brett Dashwood, Senior Account Executive, Customer Experience Management, OpenText
How Global Financial Service Provider Benefits with Customer 360-Degree View
Having a 360-degree view of your customers is paramount in making sure the delivery of outstanding customer experience at the frontline. Join us in listening to how this global service provider is using SugarCRM’s platform, across Asia region, to take advantage of a full view of customer information to increase efficiency, improve communications and delivering experience to create customers for life.
Speakers:
Jason du Preez, SVP and GM, Asia Pacific, SugarCRM
Benny Ng, Director, Business Applications, iZeno
Building an Integrated Demand Generation Engine for the Mid-Market
If you are looking to set up a Demand Generation engine and build market share, this session will give you a deep dive into the various building blocks necessary to make it a success. From understanding the importance of Data Aggregation to Sales Alignment to Strategic Partnerships, uncover a highly methodical approach allowing you to invest and tap into the right markets.
Speakers:
Sandipan Ghosh, Senior Marketing Manager, Small and Medium Business, Dell Technologies
Session Change
Breakout Sessions
Marketplace Energizer
Mainstage
Guest Keynote: Turn On Your Inner Roar!
If it ain’t broke why fix it, we ask ourselves. Don’t change something that’s been functioning for decades, we recite to ourselves. But COVID-19 came and businesses discovered that maintenance isn’t enough. We need to be change-makers embracing something bigger than just profiting and making a name for ourselves. Because today, we are living in the era of movements. Black lives matter. Gun control & gun rights. Climate Strike. Movements born because issues that were affecting people in far and distant continents are now affecting us directly. And society is holding brands and those with the power and influence to exact change, accountable to bring about the change. In the wake of a global lockdown, the world is finally sitting up and realising that more important than money and position, is our well-being, dignity and humanity.
Join award-winning creative director, best-selling author and eternal optimist, Uma Rudd Chia as she takes you on an inspiring journey of how you can speak up and make a difference by turning on your inner roar and becoming the change-maker you need to be.
Speakers:
Uma Rudd Chia, Award-winning Creative Director, Head of Innovation, & Best-Selling Author,
Closing Remarks
Speakers:
Dane Anderson, SVP, International Research & Product, Forrester