Tuesday, August 14, 2018


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The Future of Customer Experience is Zendesk’s 2018 event series focused on product best practices and customer experience industry hot topics. This complimentary event offers inspiring keynotes, real-life customer case studies and Zendesk product sessions, plus onsite activities, and networking opportunities. Learn about the market trends in customer experience investment and find out which tools, technologies, and techniques make a real difference.



09.00 – 09.15: Opening & Welcome Address

Sandie Overtveld, Vice President APAC, Zendesk
Sarah Reed, Director of Content Marketing

09.15 – 10.30: Stop distracting your customers

Mikkel Svane, CEO & Founder, Zendesk
Adrian McDermott, President of Products, Zendesk
Eros Resmini, Chief Marketing Officer, Discord

10.30 – 11.00: Customer Experience as a Catalyst for Transformation

Paul Cobban, Chief Data and Transformation Officer, DBS

11.00 – 11.15: Networking Break & Refreshments

11.15 – 11.45: Consumers of the future

Acacia Leroy, Asia Head of Trends & Insights, Trendwatching

11.45 – 12.15: The story of telling

Bernadette Jiwa, Author & Amazon Bestseller

12.15 – 12.45: Startup, Scale-up, or Enterprise: What’s your “C(X) Factor”?

John Epok Pascual, Head of Customer Happiness & Operations, Circles.Life
Eros Resmini, Chief Marketing Officer, Discord
George Lang, Head of Product – Support, Grab

12.45 – 13.45: Networking Break & Lunch

13.45 – 15.35: BREAKOUT SESSIONS

15.35 – 16.00: Table Talks + Refreshments


16.00 – 16.30: Welcome to the empathy economy

Tiffany Apczynski, Vice President, Public Policy and Social Impact, Zendesk
Mrinalini Reddy, Head of Executive & Internal Communications, Asia, McKinsey

16.30 – 17.00: Hardwire Your Business Performance to CX and Customer Engagement or Die Trying

Tom Mouhsian, Principal Analyst (CX) APAC, Forrester

17.00 – 17.15: Closing Remarks
17.15 – 19.30: Zendesk Happy Hour

Why attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend The Future of Customer Experience for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Who attended?

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.

Listed below are only a few of the many guests that have registered and will be attending the event:

  • CEO at Wizlearn Technologies
  • CEO at Carlson Wagonlit Travel
  • CEO at Siemens
  • CEO at Thomson & Reuters
  • CEO at Cornerstone Asset Management
  • CEO at Idem Hospitality
  • COO at Ogilvy
  • CIO at Accountant General’s Department
  • CIO at Standard Chartered Bank
  • CMO at HOWDY
  • COO at Difinitec Ventures
  • COO at Union Steel Holdings
  • CTO at FTV Labs
  • CTO at Idem Hospitality
  • CTO at City Developments
  • CTO at Singapore Press Holdings
  • CCO at Yum
  • Founder at Service UP
  • Co-Founder at The Mindful Company
  • SVP of Corporate Marketing & Training at ERA Singapore
  • SVP of Digital at Clarks
  • SVP at General Electric
  • SVP at DBS
  • Executive Chairman at Food Empire Holdings
  • Head of IT at Meritus Hotels & Resorts
  • Head of IT at Ministry of Education
  • Head of IT at Bilcare Singapore
  • Head of Business Delivery at Golden Agri-Resources
  • Head of Customer & Partner Services at Tiki
  • Head of Customer Experience at Challenger Technologies Ltd
  • Head of Engagement at Econsultancy
  • Head of Engineering at Grab
  • Head of Operations at Eatigo
  • Head of Service and Management at Epsilon Telecommunications
  • Head of Procurement at United Overseas Bank
  • Head of Political Risks and Structured Credit at AIG
  • Head of Administration at Nanyang Technological University


Grand Hyatt Singapore
10 Scotts Rd, Singapore 228211

The Speakers

Mikkel Svane
Founder & CEO

Acacia Leroy
Asia Head of Trends & Insights

Adrian McDermott
President of Products

Bernadette Jiwa
Author and Brand Story Strategist
The Story of Telling

Mrinalini Reddy
Head of Internal Communications, Asia
McKinsey & Company

Tom Mouhsian
Principal Analyst (CX), APAC

Paul Cobban
Chief Data and Transformation Officer
DBS Bank

Christian Besler
Chief Digital Officer
Ayala Healthcare Holdings

John Epok Pascual
Head of Customer Happiness

Gaurav Sachdeva
Chief Product Officer
Singapore Press Holdings

Tom Blackman
Director Asia

Abhi Deshmukh
VP Software Engineering & Singapore MD

Eros Resmini

Tiffany Apczynski
VP of Public Policy and Social Impact/Executive Director
Zendesk/Zendesk Neighbourhood Foundation

Malcolm Koh
Customer Experience Strategist

George Lang
Head of Product – Support

Matthew Low
Co-founder & CMO

Vicky Abhishek
Chief Technology Officer, APAC
The Coca-Cola Company

Peiru Teo

OrtusClubThe Future of CX – Singapore