As a part of the world tour, the ASEAN edition of World CX Summit – FSI gathered pre-qualified CX leaders, marketers and FSI experts virtually on 21 October 2021 to discuss how the latest technologies and customer insights can be combined to change CX as we know it.
The fifth global edition featured keynotes, panel discussions, tech talks, private consultation rooms, private networking rooms and more on Vmeets – a virtual events platform. CX leaders and enthusiasts had engaging sessions with speakers in Q&A sessions and emphasized the changing dynamics of customer experience across the globe.
The summit presented an impressive line-up of speakers including:
- Anthony Rogalski, Solutions Consultant, UserTesting
- Landon Barnes, Principal Solutions Consultant, UserTesting
- Gavin Neil Olsen, Regional Manager, FSI, Sitecore
- Mike Plimsoll, Snr. Director, Industry Strategy & Marketing, Sitecore
- Allan Tumbaga, Senior Vice President and Chief Customer Marketing Officer, Pru Life UK
- Sourabh Chitrachar, Regional VP- IT Strategy & Transformation, Liberty Mutual Insurance
- Rachel Chen, Chief Digital Officer, Aviva Singlife
- Mohd Afdhal Bin Mohd Nayan, Chief Transformation Officer, Malaysia Digital Economy Corporation (MDEC)
- Chatrudee Ngamvalairatt, EVP, Customer Experience Management, Bank Of Ayudhya (Krungsri Bank)
- Tomasz Kurczyk, Chief Digital and Transformation Officer, AXA Insurance
- Mohamed Keraine, Head of Retail, Philippines & Head of Retail Development Asia, ING
- Mujtanibul Ahmed Sakib, Division Customer Experience Director, Wing Bank
- Jennifer Villalobos, Chief Digital and Technology Officer, Prudential Life Assurance Public Company Ltd
Highlights of World CX Summit – FSI – ASEAN:
Gavin Neil Olsen, FSI DX lead, Southeast Asia at Sitecore, said: “The FSI sector is in the early stages of becoming digitally agile and meeting the needs of customers in an always-on platform economy. The first step is to streamline the content lifecycle and data capture to enable new services for existing customers. This is where FSI providers need to be focusing their efforts now — especially as they suddenly have a lot of customers who are online for the first time. This means implementing ‘content anywhere’ processes to allow agility across all channels, owned, earned, and bought, from desktop, mobile, and physical channels, for all aspects of the content lifecycle. Our experience is that fully merging physical and digital channels is a huge culture shift for everyone — customers, employees and management. The challenge is to build a seamless CX (customer experience) that reaches across all touchpoints and makes a difference to your bottom line and brand loyalty.”
Landon Barnes, Principal Solutions Consultant at UserTesting spoke at length on ‘3 Reasons Companies Miss the Mark on Customer Centricity and How to Fix it’. He added: “Businesses have to think from the customer perspective and how they want to do business and how quickly they want those experiences.”
Andrew Fenton, Chief Sales Officer EMEA & APAC at Creatio, said: “There is a huge amount of disruption and challenges within the world of banking and this forces the technology trends towards omnichannel communication.”
“Virtual events are an excellent opportunity for everyone in the industry to come together during these difficult times. Affordable and intelligent CX and FSI solutions &andstrategies are the need of the hour,” said Mithun Shetty, CEO of Trescon.
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