30 July - 02 August, 2018
Hilton Singapore, Singapore

PRE CONFERENCE WORKSHOPS

9:00 am - 12:00 pm Workshop A: Harnessing Insights to Transform Customer Experience

Glenn Lim, Regional Senior Director, Customer Experience Design & Engineering,Manulife
• Crafting an effective Customer Experience Framework for your organisation
• Utilising power of immersion research to uncover patterns for innovation
• Designing evolutionary vs revolutionary customer journeys
• Leveraging data and technology to leap frog transformation
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Glenn Lim

Regional Senior Director, Customer Experience Design & Engineering
Manulife

12:00 pm - 1:00 pm Networking Lunch

1:00 pm - 4:00 pm Workshop B : Leveraging Design Thinking in Customer Journey Mapping

Daniel Ling, Head of Experience Design, Income,Income
·         Creating an effective customer journey framework
·         Utilising data and technology to gain deeper understanding of your customers
·         Finding the intersection between feasibility, viability and desirability to meet customer expectations
·         Leading cross-functional efforts in designing and delivering exceptional customer journeys
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Daniel Ling

Head of Experience Design, Income
Income