The 4th Customer Experience (CX) PH Seminar 2019

Date: May 24, 2019
Location: AIM Conference Center, Makati City, PH

Introduction

As customer experience becomes key to business sustainability, CX innovators now are mandated to ‘be the engine of growth’ for the company.

Successful brands learned to understand customer to deliver compelling and engaging experiences in the moment.

The next breed of CX innovators, however, are using smart insights derived from deep customer understanding to discover completely new business opportunities, expand customer relationships into new verticals, and explosively grow revenues (Forrester Research).

This radical innovation can only be pursued by enterprises that are driven by CX, not merely informed or improved by it.

Dynamic companies pursue ‘radical innovation’ (not just incremental innovation) and refer to this as the emerging benchmark of CX leadership. Disruptive customer-centric innovation is required to achieve explosive business growth.

To drive growth, CX leaders must take on a visible, assertive and decisive profile in directing the whole organization towards new business opportunities, new and existing customers, and new sources of revenue.

This seminar presents CX thought leadership, best practices, successful case studies to expand existing CX strategy. Get cutting edge insights on how innovative CX programs encompass overall customer interactions using omni-channel approaches to deliver new opportunities and increased revenues.

Key Seminar Topics

1. Understanding CX towards customer-centric growth and innovation

Companies must have deep understanding of the culture of customer experience innovation in the age of digital. They are challenged to deliver total experience that is purpose-led, customized, and consistent. Cultivate, inspire CX culture, and identify leaders who can act as ambassadors for company CX initiatives. Learn how to create an environment that encourages people to think outside the box, and keep pushing customer experience forward.
2. Why better customer experiences start with better employee experiences

Discussion looks at factors that lead to better employee engagement, experiences, motivation to stay with their companies, and to be more productive with the mindset of delivering excellent customer service.

3. CX Innovation: What is the secret sauce of CX Innovation?

CX professionals are seeking innovative approaches to transform customer experiences and unleash new sources of revenue. Know where best to begin and how to scale successful efforts. Take look at case studies of companies which are innovating, what they have achieved, and what lessons can be applied to your CX initiatives.

4. Engaging customer experiences using the power of emotions

How can you map the emotional connections that a customer has with your brand? Effective emotional connections and brand story can help improve customer experiences. Customer stories that contain rich detail and emotion can be powerful in demonstrating the value employees bring to the customer experience.

5. Integrating Data Into CX Measurement

How can you measure customer emotional connection and use that metric to further your customer experience program? Advances in data techniques and new measurement capabilities are allowing marketers and advertisers to understand the true value of their overall CX initiatives and digital media investment. What are the tools available to measure customer satisfaction, effort, emotion, and promoter score?

6. Implementing omni-channel customer experience in the digital age

How do you achieve seamless CX through a holistic view on the customer? Marketers need to harness digitization and technologies to win over the next generation of customers. Learn how to deliver a unified customer experiences and maximize engagement with consistent messaging and experience across channels.

7. Transform customer engagement with AI (Artificial Intelligence)

Managing the sophistication of today’s omni-channel, personalized customer engagement exceeds human cognitive capacity. Artificial Intelligence (AI) helps close the gap and has potential to drive efficiency and deliver business value. AI, rather than mobile, is the next differentiator and battlefield for CX professionals and marketers to succeed. But companies need help to differentiate between gimmicks and actual transformative use cases.

8. Bots and Brains: The Perfect CX Marriage

Chat bots are emerging in PH. Are they really providing the optimal customer service experience? Find out how you may be able to have the best of both worlds blending human intuition with efficient high tech responsiveness.

Who Should Attend

Managing Directors, General Managers, Business Owners, CMOs, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, Brand Marketers, Product Managers, Category Managers, Advertising Managers, Sales Managers, CRM Directors/Managers, Digital Directors, Digital Marketing Service Providers, Agencies, Publishers, Media, E-Commerce Entrepreneurs, Startups, Account Managers, Branch Managers, Customer Service Representatives and Agents, Customer Care Personnel, Account Managers/Officers, Government, Academe, and those who are involve in customer experience management and responsible for driving innovation, strategy, marketing, business development in the organization.

Registration Fee

PHP 9,999 + VAT, inclusive of meals and kit

Discount Scheme (Choose 1 discount scheme)

Package of 5 + 1 (register 5 delegates and get additional 1 for free)
20% Discount for Academe/Students/Government/NGOs
5% Discount to Past Delegates of Fiera Programs

Reviews on Past Customer Experience (CX) PH Seminar …

1. Very informative. Expectations were exceeded.
– Luis Castillo, Zuellig Pharma

2. Topics were relevant and discussed in an orderly manner.
– Dennis Makalintal, PNOC-EC (Philippine National Oil Company Exploration Corporation)

3. Speakers are all knowledgeable about the topics. The presentations were engaging and most of it are applicable to our company situation.
– Ruth Chiva, Zuellig Pharma

4. Very insightful seminar.
– Jon Lendl Mendoza, Petron Corporation

The Resource Speakers and Experts

Eduardo I. Mapa, Jr.

Country Head/Partner
Entropia CBR

‘Digital Transformation Agent and Evangelist, Culture Maker, Data Whisperer And Chief Storyteller – At Large.’

Ed is the Founder and CEO of Castle By The River, A Digital Transformation Agency.

He has over 25 years of experience in the field of advertising, digital marketing, public relations and strategic planning.

Prior to moving in the start up and consultancy arena, Ed’s career spanned across key markets in Asia and worked with global advertising and marketing networks: Omnicom Group and Havas.

He was CEO of Digital Arts Network (DAN)/TBWA Manila; Co-Founding Partner of Havas Media Ortega in Manila; Chief Innovation Officer, Havas Media China; CEO of Havas Digital, Beijing; CEO of Havas Digital Mumbia, India; CEO and President of Media Contacts, Philippines (now Havas);Regional Account Director, Euro RSCG (now Havas) in Singapore.

He has led numerous innovative advertising and digital marketing campaigns and handled the businesses of Procter & Gamble, Unilever, Intel, Volvo, Smart Communications and Globe Telecoms among others.

Ed is one of the Co-Founding Directors of the Internet and Mobile Marketing Association of the Philippines (IMMAP)- the country’s premiere industry authority in digital marketing. He is recognized father of the ‘Boomerangs’– considered as the Oscars of Digital marketing campaigns in the Philippines and just recently, Ed was the Director-In-Charge of the highly successful first Philippine Digital Congress in 2016 at the Philippine International Convention Center (PICC).

Denise Haak

Founder and Chief Experience Officer
QUIDDITY Usability Labs

Denise Haak is the Founder and Chief Experience Officer at QUIDDITY Usability Labs, a firm that specializes in User Experience, building and improving digital products that are grounded on usability principles. Her current roster of clients include Cebu Pacific, McCormick Culinary, UnionBank, and some pretty nifty start-ups.

Prior to QUIDDITY, she held the role of Agency Business Lead in Google, which she joined in 2012 as part of the inaugural team that was to eventually launch the Google Philippines office. There she worked to foster online marketing evangelization, develop digital capabilities, and strengthen partnerships with local advertising and media agencies.

Denise has spent over a decade in the advertising industry, cultivating client partnerships in her past agencies MRM, Publicis JimenezBasic, Bates 141 and Ogilvy, with brands such as Coca-Cola, Unilever, Nestle, L’Oreal, Kimberly-Clark, Pfizer, J&J, Motorola, Jollibee, Globe Telecom, Ayala Land, Unilab, and San Miguel.

Having endeavored all dimensions of traditional advertising, from PR to above-the-line, Denise inevitably came back to her roots, embracing her inescapable passion for all things digital – an attribute no doubt inculcated by her Computer Science education at De La Salle University.

A noteworthy speaker, Denise has designed, conducted and participated in hundreds of workshops and seminars covering everything from user experience, product development, digital marketing, brand activation, strategic planning and ideation.

In her spare time, Denise enjoys the company of her husband and two boys, plays Ultimate Frisbee, and volunteers her expertise as a mentor and coach for programs such as MarkProf, Globe University and Certified Digital Marketeers. And yes, she speaks Tagalog fluently.

Dennis Beng Hui

Managing Director and Founder
Technopoly Inc.

He is a Lead Senior Faculty at the Center for Operations Research/Management Science (CORMS), College of Engineering, De La Salle University Manila. He is also a Senior Faculty at the Center for Lean Systems and Management (CLSM), College of Engineering and Director, College of Engineering Industry-Academe Linkage. He handled several Lean and Six Sigma projects for Johnson & Johnson (Asia Pacific), Hitachi GST (HICAP), Philippines, Jose Rizal University, Bataan 2020, Private Enterprise Accelerated Resource Linkage (PEARL 2), Kentucky Fried Chicken/Mister Donut, and Primary Steel Corporation. He also conducted lectures, workshops, trainings and seminars for the Manila Electric Company (Meralco), Bataan 2020, Jollibee Foods Corporation, and PHILDANSK, among others.Dennis earned his Bachelor of Science in Industrial Management Engineering and his Master of Science in Industrial Engineering from the De La Salle University Manila. He is currently pursuing his Doctor of Philosophy in Industrial Engineering at De La Salle University Manila specializing on Work in Process Dynamics and Lean Thinking.

Maria Luz ‘Yayu’ Javier

President and COO
Avanza, Inc.

Yayu Javier is the President and Chief Operating Officer (COO) of Avanza, Inc., formerly MotivationAsia Philippines, Inc., a leading CRM and Loyalty Marketing company in the Philippines.

She has over twenty years professional experience in CRM, loyalty marketing and performance improvement; seventeen years experience in integrated marketing communications industry covering Philippines and Brunei markets. She acquired incentive and loyalty training from Maritz, Inc., a leading loyalty and global company based in the US and was awarded Maritz President’s Honor Roll in 2008. Her professional exposure spans retail, FMCGs, banking, and telecom industries.

Her work experience covers advertising (creative design, strategic planning and execution), CRM, rewards and loyalty, data analytics, call center operations, IT design and development (mobile/web), events, research, and audit controls.

She is an established Expert in CRM and has been invited as resource speaker in the Philippine Marketing Association National Marketing Conference, Bank Marketing Association, Bank Marketing Association in the Philippines, and Philippine Franchise Association. She is a regular column writer on CRM and Customer Service for the Philippine Retailer Association magazine.

She is the current Secretary General of Marketing Institute of the Philippines; President of Philippine Marketing Association in 2014; Board of Trustees of the Bank Marketing Association of the Philippines.

She holds an MBA from Ateneo Graduate School and Bachelor’s degree in Fine Arts major in Advertising from College of Holy Spirit.

Peach Natividad

Digital Strategy Director
TBWA\Digital Arts Network (DAN) Manila

Peach is the Digital Strategy Director of TBWA\Digital Arts Network (DAN) Manila responsible for forging an exciting new path for the CIio Philippine Agency of the Year.

She has over 10 years of experience in digital and traditional advertising experience, having worked with companies, such as, Ogilvy & Mather, Tribal DDB, and most recently, McCann WorldGroup. Peach was instrumental in MRM-McCann’s being named five-time Campaign Asia Digital Agency of the Year, contributing to a number of award-winning campaigns.

Peach holds a degree in Economics, major in Mathematics and minor in Anthropology, Magna Cum Laude, from the University of the Philippines.

Jason Cruz

Head of Digital Strategy
Business Lead for Social
MRM/McCann Manila
McCann Worldgroup Philippines

Jason Cruz is the Head of Digital Strategy/Business Lead for Social, MRM/McCann Manila, McCann Worldgroup Philippines. He specializes in digital and integrated marketing solutions, social marketing and products, and digital education for clients.

He is one of the leaders and strategic planners for new business ventures for McCann Worldgroup Philippines.

His social media and community management strategies are applied in the industry through some of the country’s biggest brands and businesses. As a subject matter specialist, he has appeared in dozens of academic lectures around the country’s top universities and numerous television features.

He is a lecturer at the IIDM Certified Digital Marketer Program, Coach of Bootcamp Program at Primal Ape CrossFit (primalapeCF.com). He is a Senior Writer of WhenInManila.com.

He holds a Bachelor of Arts degree in International Studies at De La Salle University.

Gian Paulo De La Rama

Co-Founder and CEO
InnoVantage, Inc.

Gian is the Co-Founder and CEO of InnoVantage, Inc. – an experienced, dedicated and creative professional that builds products and services using machine learning, automation and good old-fashioned human creativity. He founded the company as a product of the merger between OneView Managed services, CodeBuzz Labs and Freshly Squeezed Creative Solutions.

In 2012, he became the Vice President for Business Information Systems at Montgomery Pacific Outsourcing, Inc. (MontPac) which he leads the company’s IT team, technical designs and improvement efforts.

He co-founded the entire T-One Vision group in September 2008. As a co-founder, he sets over-all strategic direction, led Finance and Shared Services Team by preparing tactical financial plans that ensures the company to meet strategic goals and sets up key partnership with local and international service providers.

Gian’s past stints are: Efficio Technology Services where he became Director for Technology, Senior Business Systems Analyst in Unilever Philippines Inc., Regional Project Manager in Hewlett-Packard Asia Pacific Ltd., and Assistant Manager for Presales/Consulting in Diversified Technology Solutions International Inc. (DTSI)

He holds a Bachelor of Science in Management, Minor in Information Technology at Ateneo de Manila University.

Ralph Vincent Regalado

Founder and CEO
SENTi TechLabs, Inc.

Ralph is a proactive AI scientist, Founder and CEO of Senti Techlabs, a leading AI company in the Philippines that localized text analytics platform that can read and understand Filipino languages and slangs.

Many of Ralph and his team’s work revolve around AI-powered solutions that help organizations in finance, retail, government, media, and advertising to achieve customer satisfaction.

With eight (8) years of experience as an Assistant Professor and AI Researcher at De La Salle University, he has produced numerous studies about Natural Language Processing (NLP) applications in education, sentiment analysis, and disaster management.

Ralph was awarded by Google as one of the few Google Developer Experts for Machine Learning led to various speaking engagements with over 5,000 developers last year in Southeast Asia.

Ralph holds Bachelor of Science in Computer Science – Software Technology and obtained his Master of Science in Computer Science from De La Salle University.

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Fax: +632-8960637, 8902101
Email: norelyn@fmi.com.ph
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