2nd Annual CUSTOMER EXPERIENCE MANAGEMENT ASIA SUMMIT Main Conference: 14th - 15th October 2014 Pre-Conference Focus Day: 13th October 2014 Venue: Amara Sanctuary Resort Sentosa, Singapore SPONSORSHIP PROSPECTUS Defining the future of customer experience management SPONSORED BY: BROUGHT TO YOU BY:
INTRODUCTION NEW FOR 2014 B2C and B2B streams for you to align best to your unique value proposition 5 in-depth workshops to take deep dive into hot topics such as big data and analytics and social media Interactive roundtable discussions led by experts for better networking, deeper conversation, easier sharing Unprecedented all-star C-level panel putting decision makers on the spot to help you better influence them to gain support for your CEM strategy Join 150+ CEM leaders from across Asia at this exciting summit to better differentiate your brand and develop customer intimacy in a manner that improves share of wallet This October, 150+ Asia industry leaders will come together to define the future of customer experience management. 30+ industry expert speakers will provide in-depth insights on customer journey mapping, customer centricity, social media, omni-channel, big data, and engagement of the changing consumers. This year, the summit continues to pursue its mandate in showcasing what s breaking ground in both local and global companies when it comes to CEM. This is the right time and right platform to reach all your potential buyers who are driving customer experience management in their organisations! 81% of C-suite executives across Asia believe that customer experience is key to improved financial performance. However, 72% of them evaluated their current customer experience as being average or poor. Do you provide products or solutions to bridge this huge gap? Are you ready to engage directly with key decision makers from the CEM sectors? Do you want to clearly differentiate your offering at a time when many organisations in Asia are looking to transform their customer experience? Customer Experience Management Summit Asia is the only meeting place where you can meet and engage with key decision makers across Asia and various industries, forearmed with knowledge of their upcoming transformation plans. Our CEM practitioners will need your help if your company provides any of the following solutions: Data Analytics, Cloud, Customer Experience Management Solutions and Consultants, VOC Software, Contact Center Outsourcing. WHY GET INVOLVED EARLY? CEM Summit Asia enforce strict constraints on the number of vendors we have in the room, ensuring the majority of participants are end-users; only an early confirmation can guarantee your participation. Start the discussion with us early to find out how you can best partner with us to ensure your organisation is reflected in the best way Sign up early to enjoy our extensive marketing campaign that reaches out to leading decision makers from across Asia Reserve your slot on the agenda as we only have limited speaking and panellist slots for solution and service providers Book the most optimally located exhibition space in the exhibition hall to ensure you are in a prime position HOW CAN YOU GET INVOLVED? Contact Daniel von Burg now at +65 6722 9388 or email sponsorship@iqpc.com.sg to discuss how we can tailor a sponsorship packages to suit your business objectives.
CEM SERIES ATTENDEES JOB FUNCTION n C-level, General Managers, VPs and Directors of Customer Experience... 48% n Heads of Customer Experience and Service Delivery... 36% n Marketing... 12% n Digital...4% FROM THESE INDUSTRIES n Telco... 20% n BFSI... 17% n Solution Providers... 15% n Travel and Hospitality... 14% n Manufacturing... 11% n Retail...9% n Healthcare and Education...7% n Utilities...5% n Logistics and Transportation...2% COMING FROM n Singapore... 69% n Malaysia...7% n Indonesia...6% n China...4% n Philippines...3% n UAE & Saudi Arabia...3% n India...3% n Australia...2% n Brunei...2% n Kuwait...1% WITH PURCHASING RESPONSIBILITY FOR APAC 28% Asia 3% SE Asia 8% Singapore 30% Indonesia 7% Malaysia 11% Other 13% As competition for customers share of mind and share of wallet gets tougher, companies need to get back to basics and realise price differentiation and product differentiation aren t sufficient - service differentiation memorable customer/ consumer experience will be the chief driver towards retention and thus, remains a critical part of the value chain/offering for any organisation. CEM is therefore required reading and training for any executive worth his salt. M Fawzi Ishak, Director of Service, Huwaei Our Past Sponsors include:
A SELECTION OF COMPANIES WHO HAVE ATTENDED OUR CEM SERIES Activeo Singapore AEA International Holdings Pte Ltd Aircel Limited Gurgaon Airtel Lanka Ajman Bank AmBank (M) Berhad American Express Travel Singapore Private Limited ANZ Australia and New Zealand Banking Group Limited Australia Post Aviva Ltd Bharti Airtel Limited Botswana Telecommunications Corporation BT Singapore Private Limited Certis CISCO Security Pte Ltd Changi Airport Group (Singapore) Pte. Ltd. CIMB Bank Berhad Singapore Commonwealth Bank of Australia CSL Limited - Hong Kong DBS Bank Ltd Deutsche Bank AG DHL Express DingLi Communications Corp., Ltd. DST Group Dubai Airports ebay Singapore Services Pte Ltd Elsevier Emaar MGF e-pay (M) Sdn Etiya FairPrice Co-operative Ltd GrameenPhone Ltd. Great Eastern Life Assurance Co Ltd HDFC Bank Ltd HealthShare NSW Hewlett-Packard (M) Sdn Bhd Hong Leong Assurance Berhad InterContinental Hotels Group (Asia Pacific) Pte Ltd Jebsen & Jessen Communications (S) Pte Ltd Kuwait Oil Tanker Co. S.A.K. LEGO Korea Co., Ltd. Lion Air M1 Limited Marina Bay Sands Private Limited Maxis Berhad Maybank Banking Berhad Metropolitan Communications (Pvt) Ltd Microsoft Operations Pte Ltd Ministry of Education Molex Singapore Pte Ltd Mondelez Asia Pacific Nanyang Polytechnic National Australian Bank Limited National Bank of Abu Dhabi National University of Singapore NTUC Income Insurance Cooperative Ltd OCBC Bank Oracle Corporation Singapore Pte Ltd Parkway Hospitals Singapore Pte Ltd PermataBank Philippine Long Distance Telephone Company Philips Electronics (S) Pte Ltd Pitney Bowes Software Pte Ltd PT Asuransi Allianz Life Indonesia PT Bank Ekonomi Raharja Tbk PT Nokia Indonesia PT XL Axiata Tbk. PT. Taspen (Persero) Public Bank Berhad Rockwell Automation Asia Pacific Business Center Pte. Ltd. Samart I-Mobile (Malaysia) Sdn Bhd SAP Asia Pte Ltd. Saudi Stock Exchange Schneider Electric Singapore Pte Ltd Singapore Airlines Singapore Cruise Centre Pte Ltd Singapore General Hospital Singapore Polytechnic Singapore Post Limited Singapore Telecommunications Ltd (SingTel) Singapore Tourism Board Smart Communications, Inc. Sony Electronics Asia Pacific Pte Ltd SP Services Ltd SPRING Singapore Sri Lanka Telecom PLC Standard Chartered Bank StarHub Limited Telekom Malaysia Berhad Thomson Medical Centre Limited Tiger Airways Singapore Pte Ltd Tollways Management Corporation Toshiba TEC Singapore Pte Ltd U Mobile Sdn Bhd UBS AG Uni Asia Life Assurance Berhad United Overseas Bank Limited Vietnam International Bank Vodafone India Limited Wildlife Reserves Singapore Zalora South East Asia Pte Ltd Join, if you are interested in meeting other professionals and exchanging ideas and inspiration! Anne Lampeter, Consumer Relations Manager, Asia Pacific, Mondelez
KEY SPEAKERS AT THE CEM SUMMIT ASIA EVENT SERIES INCLUDE: Ronald Jones Head of APAC Customer Service Operation Vivek Kumar Director (Membership) Rachel Chen Head of Customer Experience Timothy Hou Director (Internal Communications and Social Media) Alice Ho Director Customer Services (Asia Pacific) Jacqueline Lau Head of Quality Service Management Dr Brendan French General Manager Customer Experience Andrew Sidwell Executive Director, Customer Experience and Improvement Program Louise Long Head of Customer Experience David Wong Head of Customer Service/ Care umobile A great discussion on CEM topics at length. Jacqueline Lau, AVP Quality Service Management, Changi Airport Group
Well organized with the support of many organizations, which are able to provide one with the required ground to explore the digital and social media world ahead. Andrew Koh, Assistant General Manager, Toshiba TEC Singapore The roundtable discussions format was a wonderful idea to generate discussions and sharing by fellow practitioners and industry experts. There were excellent opportunities for networking through the roundtables, where participants were rotated at the table to meet different participants. Augustine Mah, Customer Services Assistant Director, Ministry of Education CEM 2014 is one of a kind conference and gives an ideal mix of presentations by learned speakers and good constructive exchange of views through roundtable discussion. It is an ideal place for sharing of ideas and best practices. Uddalak Chatterjee, Deputy General Manager Customer Services, Bharti Airtel Great speakers, relevant content, beneficial discussions. Alvin Neo, Chief Marketing Officer, Parkway Pantai It is a wellorganized event and brings a different perspective on customer experience. I would strongly recommend anyone who has a keen interest in the customer experience to attend this seminar as it provides insights to how CEM implementations work in other organizations. Jacqueline Lau, AVP Quality Service Management, Changi Airport Group An excellent event bringing together practitioners around the region from different industries. Great engagement and sharing of good practices - from strategies, technology support systems to people management. David Then, Manager, Rockwell Automation Allen Zhou, Head of Service Improvement, Deutsche Bank I learned a lot at the CEM Roundtable event in Singapore. The format for the event produced a lot of conversation and insight into how different businesses around Asia initiated and succeeded at CEM, with lots of practical ideas. Rob Stanley, Regional Director, Bazaarvoice Fantastic variety of topics with different methods of engagement. Katie Brown, Assistant Manager, Customer Experience and Service Quality, CIMB Bank
WHY SPONSOR CEM SUMMIT ASIA 2014? 70% Decision Makers Onsite Build relationship directly with buyer organizations that are hungry for solutions Thought Leadership Demonstrate value through tailored speaking opportunities 70% DECISION MAKERS 150+ 150+ Attendees Cross Industries Grasp the opportunity now to market your product and services far and wide 30+ Speakers Position yourself with CEM leaders across industries and APAC 30+ Focused Roundtables Engage in intimate conversations to easily identify your clients real problems and needs B2B and B2C Streams Choose the content that aligns best to your unique value proposition Private Networking Host your top prospects in exclusive lunches or receptions HOW CAN YOU GET INVOLVED? Contact Daniel von Burg now at +65 6722 9388 or email sponsorship@iqpc.com.sg to discuss how we can tailor a sponsorship packages to suit your business objectives.