About this event

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.

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 should attend?

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.


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Mikkel Svane

Founder & CEO


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Acacia Leroy

Asia Head of Trends & Insights


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Adrian McDermott

President of Products


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Bernadette Jiwa

Author and Brand Story Strategist

The Story of Telling

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Malcolm Koh

Customer Experience Strategist


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Tom Mouhsian

Principal Analyst (CX), APAC


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Tom Blackman

Director Asia


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Christian Besler

Chief Digital Officer

Ayala Healthcare Holdings

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John Epok Pascual

Head of Customer Happiness


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Tiffany Apczynski

VP of Public Policy and Social Impact/Executive Director

Zendesk/Zendesk Neighbourhood Foundation

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Gaurav Sachdeva

Chief Product Officer

Singapore Press Holdings

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Paul Cobban

Chief Data and Transformation Officer

DBS Bank


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
With Special Guests and Announcement

You are constantly distracted, and your customers are no different. Phones are beeping, emails are arriving, and friends are texting. In their struggle to stay focused, customers want an experience that is so easy it removes distraction from their lives. No matter the industry, the product, or the service, customers want you to simply deliver.
10.30 - 11.00

Hardwire your business performance to CX and customer engagement, or die trying
Tom Mouhsian, Principal Analyst (CX), APAC, Forrester

In the Age of the Customer, companies are awakening to the need to be customer-centric. This is fueling transformation campaigns, technology innovations, culture development, and countless CX and EX improvement projects. However, the ultimate goal is still tied to business performance measured by revenue growth, cost reduction, and improved risk management. Essentially, these three elements combine to decide profit performance and, therefore, shareholder value.
11.00 - 11.20
Networking Break & Refreshments
11.20 - 11.50

Consumers of the future
Acacia Leroy, Asia Head of Trends & Insights, Trendwatching

Our customers are changing, their expectations are changing, and therefore, so must our customer experience. In order to give customers the experiences they need, we have to understand the future of consumerism.
11.50 - 12.10

The story of telling
Bernadette Jiwa, Author & Amazon Bestseller

Every year we’re spending more money to interrupt more people more often, with messages they don’t care about and don’t pay attention to. We’ve come to believe that the way to succeed is to have an advantage - by being different or better, more visible, or just plain louder. What if instead of finding ways to be one step ahead of your competition you could give people reasons to choose you?
12.10 - 12.45
What’s your C(X) factor?
John Epok Pascual, Head of Customer Happiness Circles.Life

No matter where your company is in it’s evolution, there are a slew of lessons to be learnt from how other organisations tackle their CX-related challenges and opportunities. Hear some of Asia’s most exciting brands share how they see customer experience shaping their company’s future, and vice versa.
12.45 - 13.45
Networking Break & Lunch
hosted by Tom Blackman, Director Asia, Zendesk
hosted by Malcolm Koh, Customer Experience Strategist, Zendesk
13.45 - 14.15
Using self-service and AI to scale in a direct-to-consumer world
Tom Blackman, Director Asia, Zendesk

Self-service, AI and proactive engagement are helping companies scale consistent, beautiful customer experiences.
The days of quick wins of customer experience improvement are numbered
Hosted by Malcolm Koh, CX Strategist, Zendesk

The days of winning over the customer via fun gimmicks are gone, and organisations must tackle the more complex task of overhauling their business in order to find sustainable improvement.
14.15 - 14.25
14.25 - 14.55
Embracing a growth mindset: Are you ready for the changing role of support?
Hosted by James Hanley, Product Manager - Connect, Zendesk

The best customer support teams no longer just react - they anticipate customer needs. Learn how growth and support teams orchestrate the customer journey, create proactive experiences, and enable companies to serve new markets and customers.
The evolving role of the CMO and CIO - is CXO next?
Christian Besler, Chief Digital Officer at Ayala Healthcare Holdings
Hosted by Sandie Overtveld, VP Asia Pacific, Zendesk

When the digital revolution first began, CMOs and CIOs began an earnest collaboration born out of pure necessity. Fast forward to today, and the process has only grown more complicated. In the context of a brave new technology-fuelled world, many say that the role of the CMO and CIO are merging into one.
14.55 - 15.05
15.05 - 15.35
To bot or not to bot? Should it even be a question?
Hosted by Abhi Deshmukh, VP Engineering & Singapore MD, Zendesk

It’s not a secret that social-driven customer service is the future. Mobile penetration across Asia means that customers are already expecting immediate and accurate support. Are Bots the answer?
Is the online vs. offline war in the world of customer service really over?
Gaurav Sachdeva, Chief Product Officer, Singapore Press Holdings
Hosted by Adrian McDermott, President of Products, Zendesk

While traditional retailers undergo mass shopfront closures, digital-first brands are starting to enter brick-and-mortar retail. Listen to experiments and experiences from across Asia from companies who are transforming their CX through an online versus offline mindset.
15.35 - 16.00
Table Talks + Refreshments
You’ve been sitting and listening quite a bit today. So now it’s your turn to move around and talk. Make sure you’ve registered for your preferred topic and locate your Table Talk seat. Your Zendesk host, and maybe even some of today’s speakers, will be there to help move the discussions along.
16.00 - 16.30
Welcome to the empathy economy
Tiffany Apczynski, Vice President, Public Policy and Social Impact, Zendesk

By 2030, over 400 million jobs around the world will be displaced by automation. But instead of a bleak dystopia of robots, this new Age of Automation is a unique opportunity to capitalize on the power of the human touch. So how do you successfully operationalize this across your customer-facing teams? By tying Corporate Social Responsibility - the connective tissue - to your business strategies. It will maintain your humanity, help drive both employee engagement and revenue, and is the key to succeeding in the future Empathy Economy.
16.30 - 17.00
If customer experience isn’t your strategy, you’re doing it wrong
17.00 - 17.15
Closing Remarks
17.15 - 19.30
Zendesk Happy Hour

Zendesk Admin Training Day

Join our team of Zendesk experts for a live, classroom-style event on Monday 13 August, prior to The Future of Customer Experience. This will be a full day of deep-dive product training and hands-on exercises to enhance your Zendesk Admin skills.

This session is specifically designed for existing Zendesk customers. You can check out the agenda and register here.


The Future of Customer Experience

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