Digital Customer Experience Management Summit

SINGAPORE - March 31, 2017 - PRLog -- Recent survey showed that 2/3 of senior decision makers say it's critical to create a cohesive, personalised journey for the customer. Customer Experience is at the heart of every business decision that is made within a company, from product innovations to marketing campaigns creation and customer service.

Customer experience as we knew it changed over the last years. Why? Digitization is the answer. However, offline experience needs to complement it. "We are looking at delivering a very intuitive website or applications . If it is purchasing a service, that is fine because customers are just going to enjoy it online. If it is going to relate to a physical product, then you need to substitute it with a good offline strategy," last year's speaker Kannan Rajaratnam from Zalora group agrees.

Offline strategy in terms of people skills and employee empowerment is indeed important. "The whole human experience is being connected to the digital world - now. In my work, I am doing stuff at the moment looking at the future hotel, where the hotel will recognize me by my phone when I arrive, I will open the door myself, an automated system may be able to deliver my luggage, but it may well be that we will still prize the human interaction," says Morris Pentel from Customer Experience Foundation.

Mr. Pentel will chair the Digital Customer Experience Management Summit DCEM 2017 in Singapore Marriott Tang Plaza Hotel (4 – 5 April 2017) organized by Fleming. This event will feature Heads of Customer Relationship, Contact Centres, IT Departments, Heads of Operations, Chief Marketing Officers and many others.

Participants from Retail, Banking, Telecoms, Manufacturing, Utilities, Healthcare, FMCG, Travel & Tourism, Oil & Gas, and Mining industries will learn from prominent figures from Facebook, DBS Bank, Google, Telekom Malaysia Twitter, Citi Fin Tech and many more.

First day will begin with a keynote panel about digitization. Sonia Wedrychowicz from DBS Singapore will talk about building the best digital bank in the world in less than 12 months. Digital transformation, redesigning customer experience or a DCEM think tanks by Dan Hosford from Google on the 'intrapreneurial' approach to innovation will follow.

Second day focuses on embedding a customer-centric culture through employees, organizational transformation, measuring CX and winning in mobile-first world.

With over 25+ speakers, 100 + attendees and interesting case studies, this conference remains the #1 Digital Customer Experience Summit in the region. In the words of Morris Pentel: "Will we use the digital revolution as an opportunity to improve experience or will we use it as simply another way to fail to engage our customers properly? I do not know, I am fundamentally an optimist; I like to think that things improve, they do improve. So, I believe that digital will improve it over time." We do so too.

For more information about the event, visit the event website at: https://fleming.events/en/events/it/digital-customer-experience-management-summit