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Service Innovation: The Next Frontier

Maximising customers’ experience through enhanced service innovation to sustain organisational profitability and competitiveness

22-23 May 2014
Grand Copthorne Waterfront Hotel, Singapore

Conference Workshop

Customer Experience Design

Workshop Moderator: Morris Pentel

Company: Chairman, Customer Experience Foundation, UK

Why You Should Attend

Service Innovation: The Next Frontier

Join us in this exclusive Service Innovation: The Next Frontier conference to gain useful and practical strategies from prominent leaders and corporations across industries. You will explore strategies and insights that help with maximising your profitability. Your will learn from hands-on workshops on how to leverage analytical tools to understand the VoC and deliver excellent customer experience through service innovation across multiple channels. This conference will unveil the everlasting strategy-possessing the best customer satisfaction is the key to success!

This two days conference will feature two mini workshops and one half day workshop at the event.

Mini Workshop: Voice of Customers
Edward G. Kashmere, MBA, PMP, CSSMBB President and Founder
AllianceMax, US

Mini workshop: Customer Analytics
Carol Hargreaves Chief, Business Analytics Practice and Consultant
National University of Singapore (NUS)

Key Topics

  • A new bank experience with DBS Bank: Customer centricity by design
  • How Mondelez captures market and customer insights to deliver meaningful and impactful customer-centric services
  • Measuring and monitoring Philips Lighting’s efforts to result in real and meaningful improvements in innovation initiatives
  • Achieving consistently high service quality in Chubb Insurance through internal workforce collaboration and service process management
  • Building a culture of innovation in 3M to serve customer’s growing needs and demands

  • Why Choose marcus evans?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Event Partners

    Practical Insights From

    Raju Nair
    Executive Director & Head Customer Journey Design
    DBS Bank Ltd, Singapore

    Elaine Rodrigo
    Global Director, Consumer Insights & Strategy
    Mondelez International, Singapore

    Jerry Lu
    Director, Customer Care for ASEAN Pacific & Growth Markets
    Philips Lighting, Singapore

    Mata Veleta
    Regional Operations Manager, Southeast Asia
    Chubb Insurance, Singapore

    Chitkala Nishandar
    Head of Insights, APAC
    3M, Singapore

    Carol Hargreaves, PhD, MBA, MSc
    Chief, Business Analytics Practice and Consultant
    National University of Singapore (NUS)

    Edward G. Kashmere, MBA, PMP, CSSMBB
    President and Founder
    AllianceMax, US

    Janett Egber
    Industry Groups Manager, Small Business
    NAB (National Australia Bank)

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    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Sharon Chew

    marcus evans Kuala Lumpur , Suite A-20-1, Level 20
    Hampshire Place Office, 157 Hampshire, 1, Jalan Mayang Sari
    50450 Kuala Lumpur , Malaysia

    +603 2723 6757
    Fax: +603 2723 6699