The CX Era: Creating end-to-end digital experiences for retail customers
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The CX Era: Creating end-to-end digital experiences for retail customers
OVERVIEW THE CX ERA: CREATING END-TO-END DIGITAL EXPERIENCES FOR RETAIL CUSTOMERS
In the current dynamic environment that we live in - moving in and out of lockdowns and having to navigate between home and work offices - the term agility has been more real than ever. Businesses need to keep an agile mindset, processes and structure across all teams, in order to keep their focus on customer centricity; or risk losing market share to more nimble competitors.
Keeping connected with consumers has never been more important and keeping that connection fast and friction-free is the goal retailers should aim for.
Retail Asia, in partnership with Zendesk is hosting a 60-minute webinar titled The CX Era: Creating end-to-end digital experiences for retail customers to discuss the value of messaging in the retail landscape and adopting good messaging practices.
Agenda
Introduction
- Discuss the future of messaging in the retail landscape.
A new conversational world
- Learn how to increase customer engagement and loyalty in the competitive retail space.
- Hear from industry leaders about their real life experience in growing their business by providing a seamless experience for their consumers across all channels.
Champions of customer service
- Provide convenience, flexibility and personalisation for your customers, no matter where they come from.
- Boost your agents’ efficiency to work smarter and faster with the right tools
- Leverage customer data and insights from a single unified platform to optimise your business performance.
Q & A panel discussion
Join us as we share thoughts and discuss the best ways to leverage messaging to connect with your consumers with industry leaders and retail professionals.
In this webinar, we will:
THRIVE
- Discuss messaging adoption trends in an ever-evolving CX journey.
- Share tips on leveraging messaging to stay connected with consumers, set your teams up for success and keep your business in sync.


ACCELERATE
- Listen to retail professionals on how they make use of messaging platforms to build their business and brand for the long term.
SPEAKERS


Igor Narozniak
COO
Playasia

COO
Playasia
I am a seasoned professional in the retail industry with over 20 years of experience from product development to operations (brick and mortar and eCommerce) and more recently general management.
In a nutshell, I am an analytical person who always looks at the big picture first before “diving in”. The customer rather than the product or service is what matters most in my opinion.
In the past few years, I have been involved, among other topics, in fraud management. Like the rest of us at Playasia, it has been a long and fruitful journey with many challenges, rethinks and rewards.


Igor Mysliwiec
Chief Operating Officer
StyleTribute Pte. Ltd.

Chief Operating Officer
StyleTribute Pte. Ltd.
Before joining StyleTribute, Igor was strongly attached to a reputable family business in Poland. He took an active part in all small company operations, including sales, logistics, management, and marketing. Igor had lived in several countries across Europe, familiarizing himself with the international environment and teammates of various backgrounds. Igor joined StyleTribute in 2015 while it was rapidly growing and quickly became an important member of the OPS team. He proved his pro-active attitude and analytical skills when offered a full-time position in Singapore. Igor is currently working as a COO at StyleTribute, having numerous responsibilities, such as overview on daily operations, recruitment, B2B management, domestic & international logistics, supply and inventory management, or daily accounting activities.


Emily Wong
Founder/ Consultant
One Phygital

Founder/ Consultant
One Phygital
Emily has a track record of effectively creating value new marketing ideas with her ambitious team and their businesses in multiple industries in international fast food including McDonald’s and KFC, the beer industry in Heineken, and the No.1 Asia retail brand Watsons in APAC.


Malcolm Koh
Director - CX Practice
Zendesk

Director - CX Practice
Zendesk
- Over 25 Years Diverse CX Experience in 7 industries: Retail, Hospitality, Airlines, Banking, Financial Services, large startup, tech-vendor
- Regional Speaker on CX, sharing best practices and trends
- Work with largest enterprise clients
- Specialist in improving operations, channel optimization and Business case analysis
AGENDA
*Subject to change*
3:00 pm - 3:05 pm (SGT) - Welcome Remarks
Simon Hyett, Host/ Moderator, Retail Asia
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3:05 pm - 3:20 pm (SGT) - Speaking Session 1: Customers as a community
Igor Narozniak, COO, Playasia
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3:20 pm - 3:30 pm (SGT) - Speaking Session 2: Zendesk Conversation
Malcolm Koh, Director - CX Practice, Zendesk
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3:30 pm - 4:00 pm (SGT) - Panel Discussion/ Q&A
- Simon Hyett, Host/ Moderator, Retail Asia (Moderator)
- Emily Wong, Founder/ Consultant, One Phygital
- Igor Mysliwiec, Chief Operating Officer, StyleTribute Pte. Ltd.
- Igor Narozniak, COO, Playasia
- Malcolm Koh, Director - CX Practice, Zendesk
--------------------------------------------------------------------------------------------
4:00 pm (SGT) - Closing Remarks
CONTACT US
For more details, contact:
RA Events Team
+65 3158 1386
valerie@charltonmediamail.com
SPEAKERS


Igor Narozniak
COO
Playasia

COO
Playasia
I am a seasoned professional in the retail industry with over 20 years of experience from product development to operations (brick and mortar and eCommerce) and more recently general management.
In a nutshell, I am an analytical person who always looks at the big picture first before “diving in”. The customer rather than the product or service is what matters most in my opinion.
In the past few years, I have been involved, among other topics, in fraud management. Like the rest of us at Playasia, it has been a long and fruitful journey with many challenges, rethinks and rewards.


Igor Mysliwiec
Chief Operating Officer
StyleTribute Pte. Ltd.

Chief Operating Officer
StyleTribute Pte. Ltd.
Before joining StyleTribute, Igor was strongly attached to a reputable family business in Poland. He took an active part in all small company operations, including sales, logistics, management, and marketing. Igor had lived in several countries across Europe, familiarizing himself with the international environment and teammates of various backgrounds. Igor joined StyleTribute in 2015 while it was rapidly growing and quickly became an important member of the OPS team. He proved his pro-active attitude and analytical skills when offered a full-time position in Singapore. Igor is currently working as a COO at StyleTribute, having numerous responsibilities, such as overview on daily operations, recruitment, B2B management, domestic & international logistics, supply and inventory management, or daily accounting activities.


Emily Wong
Founder/ Consultant
One Phygital

Founder/ Consultant
One Phygital
Emily has a track record of effectively creating value new marketing ideas with her ambitious team and their businesses in multiple industries in international fast food including McDonald’s and KFC, the beer industry in Heineken, and the No.1 Asia retail brand Watsons in APAC.


Malcolm Koh
Director - CX Practice
Zendesk

Director - CX Practice
Zendesk
- Over 25 Years Diverse CX Experience in 7 industries: Retail, Hospitality, Airlines, Banking, Financial Services, large startup, tech-vendor
- Regional Speaker on CX, sharing best practices and trends
- Work with largest enterprise clients
- Specialist in improving operations, channel optimization and Business case analysis