Agenda

Thursday, July 13, 2017

 

Select your timezone.

9.00 a.m. – 9.30 a.m.

Registration

Registration, Coffee & Networking

9.30 a.m. – 9.40 a.m.

Welcome & Opening Remarks

Tyler Douglas, CMO, Vision Critical

9.40 a.m. – 10.20 a.m.

Keynote: Customer Intelligence Reimagined

Peter Harris, EVP & Managing Director, Asia Pacific

10.20 a.m. – 10.40 a.m.

Coffee & Tea Break

10.40 a.m. – 11.10 a.m.

Sparq 3: Powering Customer Relationship Intelligence

Tara Walker, SVP Product Marketing, Vision Critical

 

Learn how Relationship Memory™, exclusive to Sparq 3, is transforming customer intelligence with infinite profiles built from data you collect or connect to, and learn how Connected Communities deliver a global view for users and unique experiences for members across multiple communities.

 

11.10 a.m. – 11.40 a.m.

Customer Innovation to Better Lifetime Value

Michelle Rogers, Senior Insights Manager, Strategic NPS, Telstra
Marcin Pont, Senior Insights Manager, Telstra

 

A pioneer in digital innovation and experience, hear how Telstra’s latest innovation has revolutionized the mobile market to ultimately, improve the lifetime value of their customers.

 

With an incredible 7-year journey of building rich actionable insight to understand customers overtime, learn how Telstra has shaped their digital business strategy through customer intelligence.

 

Telstra is the 2017 Visionary Winner of the Year.

11.40 a.m. – 1.10 p.m.

Lunch

 

1.10 p.m. – 1.50 p.m.

Keynote: How the World’s Most Influential Brands Build Customer Loyalty

Connie Dieken

International Keynote
Founder of Influence360

 

You want to deepen your relationships with customers, gain insights, and propel your brand forward. Discover how leaders at the world’s top companies turn customers into evangelists – and how you can use the same principles to build influence and loyalty that lasts.

 

Connie Dieken is a respected keynoter in Silicon Valley and Founder of Influence360º. She advises and coaches Fortune 500 CEOs and senior executives at Apple, HP and Intel on influential leadership and the importance of building customer relationships in a digital-first world. Learn how the world’s greatest C-suites lead with a seat at the table for The Customer.

1.50 p.m. – 2.20 p.m.

Building Customer Relationships on Communities

Elsja Hancock, Research Director, Vision Critical
Ying Xin, Director of Customer Success, Asia Pacific, Vision Critical

 

Why do people embrace and engage in ongoing conversations to help brands grow? When you’re not an Apple or a Spotify, it can be challenging to continuously engage customers. Vision Critical communities see upwards of 30% engagement rates on average – that’s well above the industry standard.

 

Hear from our community management experts and from community members why they engage.

2.20 p.m. – 2.50 p.m.

Customer Centric Product Innovation

Namrata Jolly, Director, Head of Customer & Digital, Prudential Singapore

 

What can you achieve in your first year of using customer intelligence? Hear how Prudential Singapore has refreshed 3 core product offerings to drive remarkable business results within the first 8 months.

 

Prudential Singapore is the 2017 Visionary New Community Winner.

2.50 p.m. – 3.10 p.m.

Coffee & Tea Break

3.10 p.m. – 3.50 p.m.

Understanding Consumer Diversity in Asia

Maz Amirahmadi, CEO, ABN Impact
Jodie Wang, Head of Consumer & Market Insights, Midea International

 

How can you cultivate your communities to support cultural diversity and understand evolving digital-first consumer generations in Asia?

 

Asian markets are the fastest growing in the world with rapid consumer evolution, urbanisation and evolving digitally-minded young populations. Hear from the experts on how you can expand your community footprint across the region.

 

This session includes a fireside chat with Jodie Wang. Learn how Midea is using their community to deep dive into customer preferences across ASEAN communities to shape their offerings.

3.50 p.m. – 4.40 p.m.

Panel: Leading a Customer Experience Transformation

Moderator: Peter Harris, EVP & Managing Director, Vision Critical
Panelists:

  • Alicia Olson-Keating, Head of Audience Data & Insights, ABC
  • Ilana Blampied, Insights & Strategy Manager, Carman’s Fine Foods
  • Julie Bramley, Group Research Manager, Bauer Media Group NZ
  • John Musgrove, National Research Manager, Southern Cross Austereo

 

How can you lead a customer experience transformation within your organisation? Hear from our Leadership Panel, their best practices and worst experiences, on how they’re shifting the Voice of the Customer to the centre of the business and aligning customer operations.

4.40 p.m. – 4.55 p.m.

Award & Closing Remarks

Tyler Douglas, CMO, Vision Critical

4.55 p.m.

Drinks & Networking

11.00 a.m. – 11.30 a.m.

Registration

Registration, Coffee & Networking

11.30 a.m. – 11.40 a.m.

Welcome & Opening Remarks

Tyler Douglas, CMO, Vision Critical

11.40 a.m. – 12.20 p.m.

Keynote: Customer Intelligence Reimagined

Peter Harris, EVP & Managing Director, Asia Pacific

12.20 p.m. – 12.40 p.m.

Coffee & Tea Break

12.40 p.m. – 1.10 p.m.

Sparq 3: Powering Customer Relationship Intelligence

Tara Walker, SVP Product Marketing, Vision Critical

 

Learn how Relationship Memory™, exclusive to Sparq 3, is transforming customer intelligence with infinite profiles built from data you collect or connect to, and learn how Connected Communities deliver a global view for users and unique experiences for members across multiple communities.

 

1.10 p.m. – 1.40 p.m.

Customer Innovation to Better Lifetime Value

Michelle Rogers, Senior Insights Manager, Strategic NPS, Telstra
Marcin Pont, Senior Insights Manager, Telstra

 

A pioneer in digital innovation and experience, hear how Telstra’s latest innovation has revolutionized the mobile market to ultimately, improve the lifetime value of their customers.

 

With an incredible 7-year journey of building rich actionable insight to understand customers overtime, learn how Telstra has shaped their digital business strategy through customer intelligence.

 

Telstra is the 2017 Visionary Winner of the Year.

1.40 p.m. – 3.10 p.m.

Lunch

 

3.10 p.m. – 3.50 p.m.

Keynote: How the World’s Most Influential Brands Build Customer Loyalty

Connie Dieken

International Keynote
Founder of Influence360

 

You want to deepen your relationships with customers, gain insights, and propel your brand forward. Discover how leaders at the world’s top companies turn customers into evangelists – and how you can use the same principles to build influence and loyalty that lasts.

 

Connie Dieken is a respected keynoter in Silicon Valley and Founder of Influence360º. She advises and coaches Fortune 500 CEOs and senior executives at Apple, HP and Intel on influential leadership and the importance of building customer relationships in a digital-first world. Learn how the world’s greatest C-suites lead with a seat at the table for The Customer.

3.50 p.m. – 4.20 p.m.

Building Customer Relationships on Communities

Elsja Hancock, Research Director, Vision Critical
Ying Xin, Director of Customer Success, Asia Pacific, Vision Critical

 

Why do people embrace and engage in ongoing conversations to help brands grow? When you’re not an Apple or a Spotify, it can be challenging to continuously engage customers. Vision Critical communities see upwards of 30% engagement rates on average – that’s well above the industry standard.

 

Hear from our community management experts and from community members why they engage.

4.20 p.m. – 4.50 p.m.

Customer Centric Product Innovation

Namrata Jolly, SVP, Customer & Digital, Prudential Singapore

 

What can you achieve in your first year of using customer intelligence? Hear how Prudential Singapore has refreshed 3 core product offerings to drive remarkable business results within the first 8 months.

 

Prudential Singapore is the 2017 Visionary New Community Winner.

4.50 p.m. – 5.10 p.m.

Coffee & Tea Break

5.10 p.m. – 5.50 p.m.

Understanding Consumer Diversity in Asia

Maz Amirahmadi, CEO, ABN Impact
Jodie Wang, Head of Consumer & Market Insights, Midea International

 

How can you cultivate your communities to support cultural diversity and understand evolving digital-first consumer generations in Asia?

 

Asian markets are the fastest growing in the world with rapid consumer evolution, urbanisation and evolving digitally-minded young populations. Hear from the experts on how you can expand your community footprint across the region.

 

This session includes a fireside chat with Jodie Wang. Learn how Midea is using their community to deep dive into customer preferences across ASEAN communities to shape their offerings.

5.50 p.m. – 6.40 p.m.

Panel: Leading a Customer Experience Transformation

Moderator: Peter Harris, EVP & Managing Director, Vision Critical
Panelists:

  • Alicia Olson-Keating, Head of Audience Data & Insights, ABC
  • Ilana Blampied, Insights & Strategy Manager, Carman’s Fine Foods
  • Julie Bramley, Group Research Manager, Bauer Media Group NZ
  • John Musgrove, National Research Manager, Southern Cross Austereo

 

How can you lead a customer experience transformation within your organisation? Hear from our Leadership Panel, their best practices and worst experiences, on how they’re shifting the Voice of the Customer to the centre of the business and aligning customer operations.

6.40 p.m. – 6.55 p.m.

Award & Closing Remarks

Tyler Douglas, CMO, Vision Critical

6.55 p.m.

Drinks & Networking

8.00 a.m. – 8.30 a.m.

Registration

Registration, Coffee & Networking

8.30 a.m. – 8.40 a.m.

Welcome & Opening Remarks

Tyler Douglas, CMO, Vision Critical

8.40 a.m. – 9.20 a.m.

Keynote: Customer Intelligence Reimagined

Peter Harris, EVP & Managing Director, Asia Pacific

9.20 a.m. – 9.40 a.m.

Coffee & Tea Break

9.40 a.m. – 10.10 a.m.

Sparq 3: Powering Customer Relationship Intelligence

Tara Walker, SVP Product Marketing, Vision Critical

 

Learn how Relationship Memory™, exclusive to Sparq 3, is transforming customer intelligence with infinite profiles built from data you collect or connect to, and learn how Connected Communities deliver a global view for users and unique experiences for members across multiple communities.

 

10.10 a.m. – 10.40 a.m.

Customer Innovation to Better Lifetime Value

Michelle Rogers, Senior Insights Manager, Strategic NPS, Telstra
Marcin Pont, Senior Insights Manager, Telstra

 

A pioneer in digital innovation and experience, hear how Telstra’s latest innovation has revolutionized the mobile market to ultimately, improve the lifetime value of their customers.

 

With an incredible 7-year journey of building rich actionable insight to understand customers overtime, learn how Telstra has shaped their digital business strategy through customer intelligence.

 

Telstra is the 2017 Visionary Winner of the Year.

10.40 a.m. – 12.10 p.m.

Lunch

 

12.10 p.m. – 12.50 p.m.

Keynote: How the World’s Most Influential Brands Build Customer Loyalty

Connie Dieken

International Keynote
Founder of Influence360

 

You want to deepen your relationships with customers, gain insights, and propel your brand forward. Discover how leaders at the world’s top companies turn customers into evangelists – and how you can use the same principles to build influence and loyalty that lasts.

 

Connie Dieken is a respected keynoter in Silicon Valley and Founder of Influence360º. She advises and coaches Fortune 500 CEOs and senior executives at Apple, HP and Intel on influential leadership and the importance of building customer relationships in a digital-first world. Learn how the world’s greatest C-suites lead with a seat at the table for The Customer.

12.50 p.m. – 1.20 p.m.

Building Customer Relationships on Communities

Elsja Hancock, Research Director, Vision Critical
Ying Xin, Director of Customer Success, Asia Pacific, Vision Critical

 

Why do people embrace and engage in ongoing conversations to help brands grow? When you’re not an Apple or a Spotify, it can be challenging to continuously engage customers. Vision Critical communities see upwards of 30% engagement rates on average – that’s well above the industry standard.

 

Hear from our community management experts and from community members why they engage.

1.20 p.m. – 1.50 p.m.

Customer Centric Product Innovation

Namrata Jolly, SVP, Customer & Digital, Prudential Singapore

 

What can you achieve in your first year of using customer intelligence? Hear how Prudential Singapore has refreshed 3 core product offerings to drive remarkable business results within the first 8 months.

 

Prudential Singapore is the 2017 Visionary New Community Winner.

1.50 p.m. – 2.10 p.m.

Coffee & Tea Break

2.10 p.m. – 2.50 p.m.

Understanding Consumer Diversity in Asia

Maz Amirahmadi, CEO, ABN Impact
Jodie Wang, Head of Consumer & Market Insights, Midea International

 

How can you cultivate your communities to support cultural diversity and understand evolving digital-first consumer generations in Asia?

 

Asian markets are the fastest growing in the world with rapid consumer evolution, urbanisation and evolving digitally-minded young populations. Hear from the experts on how you can expand your community footprint across the region.

 

This session includes a fireside chat with Jodie Wang. Learn how Midea is using their community to deep dive into customer preferences across ASEAN communities to shape their offerings.

2.50 p.m. – 3.40 p.m.

Panel: Leading a Customer Experience Transformation

Moderator: Peter Harris, EVP & Managing Director, Vision Critical
Panelists:

  • Alicia Olson-Keating, Head of Audience Data & Insights, ABC
  • Ilana Blampied, Insights & Strategy Manager, Carman’s Fine Foods
  • Julie Bramley, Group Research Manager, Bauer Media Group NZ
  • John Musgrove, National Research Manager, Southern Cross Austereo

 

How can you lead a customer experience transformation within your organisation? Hear from our Leadership Panel, their best practices and worst experiences, on how they’re shifting the Voice of the Customer to the centre of the business and aligning customer operations.

3.40 p.m. – 3.55 p.m.

Award & Closing Remarks

Tyler Douglas, CMO, Vision Critical

3.55 p.m.

Drinks & Networking

7.00 a.m. – 7.30 a.m.

Registration

Registration, Coffee & Networking

7.30 a.m. – 7.40 a.m.

Welcome & Opening Remarks

Tyler Douglas, CMO, Vision Critical

7.40 a.m. – 8.20 a.m.

Keynote: Customer Intelligence Reimagined

Peter Harris, EVP & Managing Director, Asia Pacific

8.20 a.m. – 8.40 a.m.

Coffee & Tea Break

8.40 a.m. – 9.10 a.m.

Sparq 3: Powering Customer Relationship Intelligence

Tara Walker, SVP Product Marketing, Vision Critical

 

Learn how Relationship Memory™, exclusive to Sparq 3, is transforming customer intelligence with infinite profiles built from data you collect or connect to, and learn how Connected Communities deliver a global view for users and unique experiences for members across multiple communities.

 

9.10 a.m. – 9.40 a.m.

Customer Innovation to Better Lifetime Value

Michelle Rogers, Senior Insights Manager, Strategic NPS, Telstra
Marcin Pont, Senior Insights Manager, Telstra

 

A pioneer in digital innovation and experience, hear how Telstra’s latest innovation has revolutionized the mobile market to ultimately, improve the lifetime value of their customers.

 

With an incredible 7-year journey of building rich actionable insight to understand customers overtime, learn how Telstra has shaped their digital business strategy through customer intelligence.

 

Telstra is the 2017 Visionary Winner of the Year.

9.40 a.m. – 11.10 a.m.

Lunch

 

11.10 a.m. – 11.50 a.m.

Keynote: How the World’s Most Influential Brands Build Customer Loyalty

Connie Dieken

International Keynote
Founder of Influence360

 

You want to deepen your relationships with customers, gain insights, and propel your brand forward. Discover how leaders at the world’s top companies turn customers into evangelists – and how you can use the same principles to build influence and loyalty that lasts.

 

Connie Dieken is a respected keynoter in Silicon Valley and Founder of Influence360º. She advises and coaches Fortune 500 CEOs and senior executives at Apple, HP and Intel on influential leadership and the importance of building customer relationships in a digital-first world. Learn how the world’s greatest C-suites lead with a seat at the table for The Customer.

11.50 a.m. – 12.20 p.m.

Building Customer Relationships on Communities

Elsja Hancock, Research Director, Vision Critical
Ying Xin, Director of Customer Success, Asia Pacific, Vision Critical

 

Why do people embrace and engage in ongoing conversations to help brands grow? When you’re not an Apple or a Spotify, it can be challenging to continuously engage customers. Vision Critical communities see upwards of 30% engagement rates on average – that’s well above the industry standard.

 

Hear from our community management experts and from community members why they engage.

12.20 p.m. – 12.50 p.m.

Customer Centric Product Innovation

Namrata Jolly, SVP, Customer & Digital, Prudential Singapore

 

What can you achieve in your first year of using customer intelligence? Hear how Prudential Singapore has refreshed 3 core product offerings to drive remarkable business results within the first 8 months.

 

Prudential Singapore is the 2017 Visionary New Community Winner.

12.50 p.m. – 1.10 p.m.

Coffee & Tea Break

1.10 p.m. – 1.50 p.m.

Understanding Consumer Diversity in Asia

Maz Amirahmadi, CEO, ABN Impact
Jodie Wang, Head of Consumer & Market Insights, Midea International

 

How can you cultivate your communities to support cultural diversity and understand evolving digital-first consumer generations in Asia?

 

Asian markets are the fastest growing in the world with rapid consumer evolution, urbanisation and evolving digitally-minded young populations. Hear from the experts on how you can expand your community footprint across the region.

 

This session includes a fireside chat with Jodie Wang. Learn how Midea is using their community to deep dive into customer preferences across ASEAN communities to shape their offerings.

1.50 p.m. – 2.40 p.m.

Panel: Leading a Customer Experience Transformation

Moderator: Peter Harris, EVP & Managing Director, Vision Critical
Panelists:

  • Alicia Olson-Keating, Head of Audience Data & Insights, ABC
  • Ilana Blampied, Insights & Strategy Manager, Carman’s Fine Foods
  • Julie Bramley, Group Research Manager, Bauer Media Group NZ
  • John Musgrove, National Research Manager, Southern Cross Austereo

 

How can you lead a customer experience transformation within your organisation? Hear from our Leadership Panel, their best practices and worst experiences, on how they’re shifting the Voice of the Customer to the centre of the business and aligning customer operations.

2.40 p.m. – 2.55 p.m.

Award & Closing Remarks

Tyler Douglas, CMO, Vision Critical

2.55 p.m.

Drinks & Networking

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