CUSTOMER EXPERIENCE PHILIPPINES RAISING THE BAR ON CUSTOMER ENGAGEMENT AND EXPERIENCE! 16 JU LY 201 5 MA KATI SHANGRI-LA, MANILA W W W. F R O S T - A P A C. C O M / C X / P H I L I P P I N E S
SUMMIT OVERVIEW Mobile connectivity, combined with apps for everything, has pushed the interaction of people with people and people with things to new levels. Telecom service providers are transforming from the delivery of just voice and data services to being purveyors of digital services involving vast partner ecosystems. As data services become the primary source of revenue and profit for most service providers, commoditisation of voice and connectivity demand service innovation to ensure growth. Mobile connectivity, combined with apps for everything, has pushed the interaction of people with people and people with things to new levels. s Customer Experience Philippines, will focus on the needs of changing business models, new technology evolution, support for cloud services, the effects of regulation, and real-time customer insight analysis - providing superior customer experience and driving better business outcomes. From a practical perspective, a variety of conference participants will discuss their successes and challenges within these subject areas and others. KEY THEMES The OmniChannel: A New Era Of Customer Experience Big Data and Analytics - Where's the Value Proposition? Experience Management The Key To Growth Beyond Personalization: Real-Time Customer Insights Visionary Innovator and Thought Leader: The Future Of Telecom CXO s Perspective On Customer Experience Transformation 2 CUSTOMER EXPERIENCE PHILIPPINES 2015
PROGRAMME 8.30 AM EXHIBITION & REGISTRATION 10:30 AM NETWORKING BREAK 8.55 AM CHAIRMAN S OPENING REMARKS 11.00 AM EXPERIENCE MANAGEMENT THE KEY TO GROWTH 9.00 AM Sapan Agarwal, Director, Best Practices Research, KEYNOTE #1: THE OMNICHANNEL: A NEW ERA OF CUSTOMER EXPERIENCE The Philippines market is depicting a story of growth and this will continue to scale upwards with international businesses investing into the country. In such a chapter of changing consumer behavior and expectations, businesses focusing on efficiency alone - is no longer sufficient. 9.30 AM Customer experience has radically transformed, as a result of the use of digital channels. This offers convenience to consumers and creates the opportunity to improve the overall customer experience. However, challenges exist as organizations struggle to provide a common customer experience across different channels. Addressing these challenges and offering a seamless common customer experience across channels is heralding the era of the omnichannel. The success of omnichannel initiatives increasingly depends on the mobile, cloud and network technology that supports them. This presentation will discuss the transformation of customer experience, the challenges faced, the emergence of the omnichannel, and the need for cloud and networking technology to enable this transformation. Andrew Milroy, Senior Vice President, ICT Practice, PANEL DISCUSSION: BIG DATA AND ANALYTICS - WHERE'S THE VALUE PROPOSITION? Information procurement is gradually becoming very critical in businesses for the extraction of values from various data sources such as mobile devices, Web, automated sensory technologies, RFID, social networking websites, and so on. Big Data platforms can help organisations achieve these requirements. 12.00 PM 2015 FROST & SULLIVAN PHILIPPINES EXCELLENCE 1. Recognise the security issues hindering Big Data WWW.FROST-APAC.COM/CX/AUSTRALIA AWARDS LUNCHEON adoption. 2. Understand the key trends in the industry. 3. Discover new opportunities of technology convergence Moderator: Ajay Sunder, Vice President, ICT Practice, 11.30 AM We will explore how contact centres can stay alert and be ready when it comes to adapting to changes; how contact centres should be empowered to differentiate themselves especially in a generation of various and growing communication platforms. Lastly, we will go through areas contact centres need to keep a close watch to when deciding on customer-facing technologies Anthony Bartolo, President, Mobility & Collaboration Services, Tata Communications BEYOND PERSONALIZATION: REAL-TIME CUSTOMER INSIGHTS Today s customer is just a finger swipe away from reading reviews, comparing products and services, and window shopping for the best price and products. Basic personalization, no longer serves consumers' growing demand for deeper levels of real-time personalized information. Customers now prefer brands that deliver instant individualized experiences that match their needs in the present moment. How does a company manage to stand out from the crowd? Constantin Robertz, Managing Director, Zalora Philippines The Philippines Excellence Awards is now in its 5th consecutive year and seeks to recognize companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance in the Philippines market. Panel Member: 1. Andres Montiel, Head Data 2.0, Globe Telecom 2. Ramachandra Golikere, CMO, Procter & Gamble 3. Paulo Salome, Head - Reporting and Analytics, QBE Insurance 4. Mia Icasiano-Bulatao, Vice President and Head - Customer Lifecycle Management, Smart Communications Inc. 2.00 PM KEYNOTE #2: VISIONARY INNOVATOR AND THOUGHT LEADER: THE FUTURE OF TELECOM Invited Guest: Albert De Larrazabal, CFO, Globe Telecom 3 CUSTOMER EXPERIENCE PHILIPPINES 2015
PROGRAMME 2.30 PM 3.00 PM PURE CLOUD: MAKE WORK SIMPLE. Interactive Intelligence has redesigned the way employees can communicate and collaborate within their business. PureCloud makes easy interconnecting with colleagues as well as being rapidly deployable, saving businesses time and money. Simon Lee, Regional Director for Asia, Interactive Intelligence CXO S PERSPECTIVE ON CUSTOMER EXPERIENCE TRANSFORMATION We will think as teams together about how the Mega Trends of today will drive and determine the big news stories of tomorrow! What would the headline be? What are some of the key implications for business, and for our personal lives? What opportunities for growth might be highlighted in this cover story? Facilitators: 1. Sapan Agarwal, Senior Director, Best Practices Research, 2. Dinesh S.R., Director, Growth Implementation Solutions, APAC, As power continues to shift from providers to consumers, organizations will place more importance on experience and customer retention moving forward. Keeping these initiatives as core values will result in more profit and loyal, long-term customers. This session will assemble a unique blend of the region's foremost C-Levels who are at the heart of leading their organizations through the digital economy. We will address the latest trends and challenges pertaining to strategic transformation of the provider-consumer relationship. Moderator: Ajay Sunder, Vice President, ICT Practice, Panel Member: 1. Anthony Bartolo, President, Mobility & Collaboration Services, Tata Communications 2. Donald Lim, Chief Digital Officer, ABS-CBN Corporation 3. Frederic Levy, CEO & co-founder, CashCashPinoy 4. Craig Bauwens, COO, Hinduja Global Solutions (HGS) 4.30 PM 5.00 PM FROST & SULLIVAN CUSTOMER EXPERIENCE MANAGEMENT RESEARCH Dinesh S.R., Director, Growth Implementation Solutions, APAC, END OF CONFERENCE & NETWORKING 3.45 PM THINK TANK: CUSTOMER EXPERIENCE IN THE ERA OF BIG DATA, INTERNET OF THINGS, CLOUD COMPUTING. WHAT DOES THE CUSTOMER REALLY WANT? WHAT ARE THE BEST PRACTICES? A large number of new technologies such as big data, social media, cloud computing are having a huge impact on the way companies are delivering and managing their customer experience. In this session, will first present its perspectives on the major trends that are shaping this industry. Thereafter, participants will collaborate in industry groups to develop visionary scenarios of how customer experience will be managed by companies in the year 2020. 4 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS SAPAN AGARWAL Senior Director, Global Best Practice Research Sapan Agarwal is the Senior Director for Global Best Practice Research,. Handling best practice research projects across industries including but not limited to ICT, Healthcare, Chemicals, Food & Beverages, Industrial, Aerospace, Automotive, Logistics, etc. A Thought Leader in area of Environment Technologies, Building Technologies & Green Industry. Experienced in cross industry verticals across global geographies including market analysis, modeling & forecasting, competitive bench marking, business consulting, market entry strategies & supply chain, etc. Sapan is also widely quoted in prestigious on-line and print media including Forbes, Automated Buildings, Consulting Specifying Engineers, Yahoo Finance, CBS Market Watch, Lycos, Business Wire, Finance Canada etc. ANDREW MILROY Vice President, Information & Communication Technologies Andrew Milroy leads s APAC ICT practice and is based in Singapore. Andrew has spent more than 20 years in the ICT industry, and has lived and worked in the United States, Europe, and Australia. He has held senior management roles at IDC and co-founded, Nelson- Hall, a successful outsourcing advisory firm, in the United States. Since joining in 2006, Andrew has led numerous projects with multinational companies and government agencies across the Asia Pacific region. He has become one of the region s most sought after public speakers and thought leaders. Andrew has been quoted widely in the press including The Financial Times, The Wall Street Journal and Business Week. He has also appeared on broadcast media globally including CNN, BBC, Sky, Bloomberg, Channel News Asia and CNBC. 5 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS AJAY SUNDER Vice President, ICT Practice Ajay Sunder is Vice-President for ICT Practice at, Asia Pacific. He is responsible for s Telecom research and advisory services across the region. Ajay was previously with the Consulting team and has worked with telecom operators, regulators and government bodies in the region. He has led strategic consulting projects on market entry strategy, new services/product roadmap for some of the leading telecom operators/vendors in the region. Prior to, Ajay worked as Investment Manager with New Zealand Trade & Enterprise, the economic development agency for New Zealand in promoting investments in ICT sector and raising Capital for the New Zealand tech start-ups. Ajay earned his Bachelor of Engineering from Delhi College of Engineering, and MBA from the Indian Institute of Management Calcutta, India. Ajay is also a Chartered Alternative Investment Analyst (CAIA). ANDRES MONTIEL Head Data 2.0 Globe Telecom Andres have been deeply involved in the field of customer-centric technologies for over 10 years. From front-end design to back-end programming, his various roles in projects have shown him the deep need to understand the users' needs in order for a product to be successful. Today, as the driver for various big data projects, He partner with Globe in its efforts to better understand and serve a myriad of customers. Together, he continuously strives to provide their subscribers with efficient, effective, and delightful experiences. Andres Specialties includes big data, product development, project management, stakeholder management, user interface conceptualization and execution, training, systems analysis, usability assessment, graphic design. RAMACHANDRA GOLIKERE Chief Marketing Officer Procter & Gamble, Philippines Leading the Marketing function and Business Delivery for Procter & Gamble, Philippines, overseeing a portfolio of over 20 brands with annual sales of 1 Billion US$. A Marketing & Commercial Leader with 15 years of experience across Asia, in both Developed & Developing Markets along with Brand-Building proficiency in diverse FMCG categories. A Well-rounded expertise in Sales, Strategy & Insights, and End-to-End Marketing. Proven experience in influencing & leading people across cultures and recognized for building high performance multi-functional teams. 6 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS MIA ICASIANO BULATAO Vice President and Head Customer Lifecycle Management, Smart Communications Inc. Mia is currently the Vice President and Head Customer Value Management, Smart Communications, Inc. She had headed various Marketing and CRM senior positions for some of the Philippines' top telecommunications, banking institutions and broadcast media companies. And in said capacity, have had direct and heavy involvement in planning, developing and designing Marketing and CRM strategies particularly in the areas of Customer Analytics, Loyalty Program Management, Strategic Campaign Management, Acquisition and Portfolio Program Development. PAULO SALOME Head - Reporting and Analytics, QBE Insurance Paulo Salome runs the reporting practice of QBE Group Shared Services Centre (QBE GSSC). His team of more than 40 FTEs deliver standard reports and predictive models to various QBE operating divisions and global functions. Prior to joining QBE GSSC, he was Head of Business Analytics for ABS-CBN Corporation and its subsidiaries and concurrent Head of Customer Lifecycle Management for SKYcable Corporation and ABS-CBN TV+. Paulo's analytics and CRM experience spans consulting, telco, advertising, financial services, media and digital. CONSTANTIN ROBERTZ Managing Director Zalora Philippines Constantin is managing director for Zalora in the Philippines. He has lived in the Philippines since 2013 and previously worked with Rocket Internet in Global Venture Development, building its e-commerce ventures around the world in different functions, working with Zalando (Europe's #1 e-commerce company), Lamoda (Russia's leader in fashion e-commerce), and Zalora (Asia's #1 online fashion destination). Before Rocket Internet, Constantin co-founded a personalised online shopping mall in Germany. He studied business administration in St.Gallen (Switzerland) and Singapore. 7 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS ANTHONY BARTOLO President Mobility and Collaboration Services Tata Communications As the President of the Mobility and Collaboration Divisions at Tata Communication Limited (TCL), Anthony is responsible for the strategy, product offering and development of Mobility and Unified Communications and Collaboration services at TCL. Anthony came to TCL from Avaya, as the VP/GM of Unified Communications Anthony was instrumental in fostering the largest pipeline of products in the company's history between fiscal 2010 through 2012, with 130 new offering across a broad portfolio. He led the $2B+ Unified Communications Business Unit after also leading both the Small and Medium Enterprise Business Unit and Contact Center Business Units for Avaya. Anthony joined Avaya after serving as President and CEO of Skyrider, Inc. Prior to Skyrider, Anthony was Vice President and General Manager at Symbol Technologies (acquired by Motorola), responsible for both the Wireless Infrastructure and Radio Frequency Identification (RFID) divisions. At Symbol, Anthony defined and delivered world-class wireless networking products and strategy for enterprise mobility. Prior to Symbol, Anthony spent 12 years with Nortel Networks holding multiple senior leadership positions around the globe. At Nortel, he was instrumental in the development of the company s security and Ethernet-switching product portfolios, and led the 2003 introduction of Nortel s award-winning wireless portfolio. Anthony graduated with honors from the Royal Melbourne Institute of Technology, Australia with a Bachelor degree in Engineering (Honors). He has recently relocated to Singapore from Silicon Valley in California. 8 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS DONALD LIM Chief Digital Officer ABS-CBN Corporation Dr. Donald is the Chief Digital Officer of ABS-CBN Broadcasting Corporation. Prior to his current role, he served as Chief Innovation Officer of McCann Worldgroup Philippines and Managing Director of MRM Manila, 2011 4As Agency of the Year for Digital Excellence and Campaign Southeast Asia Philippine Digital Agency of the Year. Before McCann, he was the former President and CEO of Yehey! Corporation, one of the Philippines top digital marketing holding company, and also President and CEO of Media Contacts Manila, winner of 2009 s Media Agency of the Year, and a product of a joint venture company between Yehey Corporation and Europe s largest interactive conglomerate Havas Digital. He was President of the Philippine Marketing Association (PMA) and the Founding President of IMMAP. Currently, he sits as a Board of Governor of the Management Association of the Philippines (MAP), and was a past Board of Director of the Manila Junior Chamber. Finally, Dr. Donald serves as a Board of Trustee of Operation Smile, a non-profit, volunteer service organization that provides free reconstructive facial surgery for children with cleft lips. FREDERIC LEVY CEO & co-founder CashCashPinoy With more than 17 years of experience, Frederic is a serial entrepreneur in Digital medias, and e-commerce industries by creating and developing successful companies in Europe and in SEA. In the Philippines, Frederic cofounded Movent (ex-netbooster Asia) #1 Digital agency in Philippines with representations in Manila (Philippines), Shanghai (China) and Jakarta (Indonesia), acquired in 2013 by WPP Group, the world's largest advertising company. He's also the Founder & CEO of CashCashPinoy.com, #1 Product Flash Sale Website in the Philippines. CashCashPinoy.com pionnered Filipino ecommerce in 2010 and, with more than 1.2 millon members, is today a leading actor in the local e-commerce industry. 9 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS CRAIG BAUWENS COO Hinduja Global Solutions (HGS) Craig Bauwens, Chief Operating Officer for Hinduja Global Solutions, handles all International and Local Operations from the Banking and Finance, Healthcare, Consumer Electronics and Telecommunications verticals with clients from top Fortune 500 Companies. Previously, he was President and CEO for IBM/Concentrix Philippines. He also served Sutherland Global Services as Vice President and Country Manager. Earlier in his career, Bauwens served as Vice President for International Operations and Customer Relations for MphasiS. In various executive leadership posts in Dallas, USA, Bauwens was with Telvista, Stream International, Banc One Corporation and Ultima Travel. Craig holds multiple degrees in Applied Philosophy at UNE and in Economics from Yale University. He received his Master s degree in Business and Marketing from SNEU and has attained his certifications in COPC, Offshore Management and Customer Care and is also a certified NPS practitioner, Six Sigma Green and Black Belts. DINESH S.R. Director, Growth Implementation Solutions, APAC Dinesh had more than 15 years of experience in management consulting, strategy development and market development at a global level. He had worked with the leadership team in organisations, defining and driving strategic imperatives. Dinesh passion is building and driving new initiatives that have direct and indirect impact on the organisations' business. He combines his analytical skills with the ability to work with multiple stakeholders especially the leadership team to deliver success to organisations. Specific expertise includes business strategy, establishing new growth initiatives; M&A, business modeling, go to market strategy, business development, account management, establishing technology partnerships, building strategic relationships in high technology space. 10 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPEAKERS ALBERT DE LARRAZABAL CFO Globe Telecom Mr. Alberto M. de Larrazabal serves as Chief Financial Officer and Treasurer of Globe Telecom, Inc. since April 13, 2010. He joined Globe in June 2006 as Head of the Treasury Division. As CFO of the telecommunications company, De Larrazabal is instrumental in driving the company's success over the past several years. His strong grasp of the telecommunications business enabled the company to sustain its growth momentum by providing strategic funding and advisory support to the various business segments, bringing the company's revenue and subscriber base to record levels despite heightened competition Mr. De Larrazabal has had over two decades of extensive experience as a senior executive in Finance, Business Development, Treasury Operations, Joint Ventures, Mergers and Acquisitions, as well as Investment Banking and Investor Relations. Prior to joining Globe, he held such positions as VP and CFO of Marsman Drysdale Corp., VP and Head of the Consumer Sector JP Morgan, Hong Kong, and SVP and CFO of San Miguel Corporation. SIMON LEE Regional Director for Asia Interactive Intelligence Simon Lee is the Regional Director for Asia. He joined Interactive Intelligence Inc. (ININ), a global provider of unified IP business communications solutions since January 2001 and has been with the company for more than 14 years. Simon has been in the IT industry for the past 25 years. Simon started his career selling Wang mini and mainframe computers. He then moved into BASS Consulting, one of the largest software integration company in the country focused on Systems Integration, Turnkey Application Development and traditional contact center solution. Prior to joining Interactive Intelligence, he worked for SPL WorldGroup, a US-based CRM Consulting company. During his tenure there, his charter was to grow the company into one of the leading CRM consulting company in the region. He was instrumental in growing the company three times its size within 18 months. Simon was the first employee of ININ in the region and was responsible for the setting up of ININ s APAC HQ in Kuala Lumpur in January 2001. In his current capacity as the Regional Director for Asia, he is responsible for sales in Asia covering countries such as Greater China, India, Korea and South East Asia. 11 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPONSORS DIAMOND SPONSOR TATA COMMUNICATIONS www.tatacommunications.com Tata Communications is a leading global provider of a new world of communications. With a leadership position in emerging markets, Tata Communications leverages its advanced solutions capabilities and domain expertise across its global and pan-india network to deliver managed solutions to multi-national enterprises, service providers and Indian consumers. GOLD SPONSOR INTERACTIVE INTELLIGENCE www.inin.com.my Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. MEDIA PARTNERS TELCO PROFESSIONALS www.telcoprofessionals.com DEVELOPING TELECOMS www.developingtelecoms.com TelcoProfessionals(TP) is an interactive, content rich, blog- and video-centric online community, and business exchange, developed exclusively for the Telecom and Media industry. We are dedicated to individuals working in the industry globally, as a place they can find and help each other get ahead. TP includes a full Telecom & Media events listing, blogs from Thought Leaders, videos of the people shaping the industry s future. TP allows you to network directly with over 110,000 like-minded unique viewers from 206 countries. To enhance your professional profile and network for future business opportunities, or to visit our jobs portal, join us today on www.telcoprofessionals.com. Developing Telecoms covers the transformation and empowerment of emerging markets through mobile telephony and broadband wireless internet access. Our mission is to keep stakeholders informed about opportunities and the technologies, products, services and processes delivering this unprecedented development. With 16,000+ monthly visitors and 26,000+ e-newsletter subscribers Developing Telecoms is a trusted source of information for executives in the communications sector in Africa, Asia, Central & Eastern Europe, Latin America and the Middle East. Our audience spans the decision making chain, from initial research and establishing use cases, through technical and operational evaluation, marketing and sales approval to final sign-off. 12 CUSTOMER EXPERIENCE PHILIPPINES 2015
SPONSORS MEDIA PARTNERS ASIA OUTLOOK www.asiaoutlookmag.com Asia Outlook is a digital and print magazine aimed at boardroom and hands-on decision-makers across a wide range of industries on the continent. With content compiled by our experienced editorial team, complemented by an in-house design and production team, we look to promote the latest in engaging news, industry trends and success stories from the length and breadth of Asia. IT & BUSINESS PROCESS ASSOCIATION PHILIPPINES (IBPAP) www.ibpap.org The Information Technology and Business Process Management (IT-BPM) industry is one of the biggest drivers of the Philippine economy today, contributing $18 billion in revenues and over one million in employment as of 2014. The Philippines has established itself as the global destination of choice and a market leader in the Asia Pacific region. By 2016, the industry is estimated to reach $25 billion revenue and 1.3-million labor force. The IT & Business Process Association of the Philippines (IBPAP) is the enabling organization for the IT-BPM Industry with approximately 300 member companies, including six associations. IBPAP serves as the one-stop information and advocacy gateway for the industry. 13 CUSTOMER EXPERIENCE PHILIPPINES 2015
WHO SHOULD ATTEND INDUSTRIES Telecoms (Local & Foreign) Internet Service Provider Government Bodies/Regulators OSS/BSS Vendors Network & Infrastructure Providers Equipment Manufacturers Software Providers System Integrators Application Providers Content Developers & Multimedia Providers BUSINESS & FINANCIAL 3% SERVICES 41% SENIOR MANAGEMENT EXECUTIVE INDUSTRY BREAKDOWN 34% INFORMATION & COMMUNICATION TECHNOLOGY JOB LEVEL BREAKDOWN 32% MANAGEMENT EXECUTIVE 63% TELECOM OTHERS 27% EXECUTIVE TESTIMONIALS Enlightening and informative. The speakers are great and the food is delicious. All in all a great experience The different industry insights further provides better context in delivering a superb customer experience I learned a lot! The integration of cloud, apps and engaging customers is really something that is being done now! It is always a good investment to attend Customer Interaction conference because it prepares us personally (and our company) for the next big thing in the future listens to feedback and delivers on it. I m glad I attended this summit as it presented different views aside from technology aspect. It humanizes technology 14 CUSTOMER EXPERIENCE PHILIPPINES 2015
About, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion www.frost.com CUSTOMER EXPERIENCE PHILIPPINES 2015 WWW.FROST-APAC.COM/CX/PHILIPPINES We Accelerate Growth 2015 FROST & SULLIVAN