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 complementary 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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Mrinalini Reddy

Head of Internal Communications, Asia

McKinsey & Company

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Tom Mouhsian

Principal Analyst (CX), APAC


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Paul Cobban

Chief Data and Transformation Officer

DBS Bank

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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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Gaurav Sachdeva

Chief Product Officer

Singapore Press Holdings

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Tom Blackman

Director Asia


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Abhi Deshmukh

VP Software Engineering & Singapore MD


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Eros Resmini



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Tiffany Apczynski

VP of Public Policy and Social Impact/Executive Director

Zendesk/Zendesk Neighbourhood Foundation

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Malcolm Koh

Customer Experience Strategist


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George Lang

Head of Product - Support


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Matthew Low

Co-founder & CMO


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Vicky Abhishek

Chief Technology Officer, APAC

The Coca-Cola Company

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Peiru Teo



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Aaron Delapaz

Head of Loyalty Operations

Cebu Pacific

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Jehan Singh

Head of Customer Service


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James Hanley

Product Manager - Connect


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Abhilash Murthy


Bus Uncle Company

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Aliza Knox

Head of APAC


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Olivia Parker

Deputy Editor

Campaign Asia


08.00 - 09.00
09.00 - 09.15
Opening & Welcome Address
Sandie Overtveld, Vice President APAC, Zendesk
Sarah Reed, Senior 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

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

The world’s first invisible bank
Paul Cobban, Chief Data and Transformation Officer, DBS

In today’s global market, the only differentiating competitive edge in financial services is Customer Experience. But how do organisations make delivering excellent customer experience a part of their institutional framework? During this session, Paul Cobban shares his insights on how DBS’s transformation journey has been about fundamentally changing its institutional culture and mindset around being customer immersed and data-driven. He will also elaborate on how DBS is re-imagining banking by driving ambitious innovation and productivity and building capabilities that are enabling customers to ‘Live more, Bank less’.
11.00 - 11.15
Networking Break & Refreshments
11.15 - 11.45

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.
11.45 - 12.15

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?
12.15 - 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
Hosted by Olivia Parker, Deputy Editor, Campaign Asia

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
Aaron Delapaz, Head of Loyalty Operations, Cebu Pacific
Hosted by Tom Blackman, Director Asia, Zendesk

Self-service, AI and proactive engagement are helping companies scale consistent, beautiful customer experiences.
The quick wins of customer experience improvement are over
Jehan Singh, Head of Customer Service, 1MG
Hosted by Malcolm Koh, CX Strategist, Zendesk

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their business in order to find sustainable improvement. Hear some approaches to fostering meaningful, long-term change to the future of CX.
14.15 - 14.25
14.25 - 14.55
Embracing a growth mindset: Are you ready for the changing role of support?
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 CX Sweet Spot - Who owns CX in the C-Suite?
Christian Besler, Chief Digital Officer, Ayala Healthcare Holdings
Vicky Abhishek, Chief Technology Officer, APAC, The Coca-Cola Company
Aliza Knox, Head of APAC, Cloudflare
Hosted by Sandie Overtveld, VP Asia Pacific, Zendesk

A decade ago there was a wide gulf between marketing and IT. When the digital revolution first began, CMOs and CIOs began an earnest collaboration born out of pure necessity. They had to work together to drive the earliest stages of digital transformation throughout their organisations. Fast forward to today, and the process has only grown more complicated. In the context of a brave new technology-fuelled world, we now have CDOs, CXOs… but is CX the responsibility of just one person in the C-Suite?
14.55 - 15.05
15.05 - 15.35
To bot or not to bot? Should it even be a question?
Peiru Teo, CEO, KeyReply
Abhilash Murthy, Founder, Bus Uncle Company
Matthew Low, Co-founder & CMO, AiChat
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?
CX: The biggest driver of digital transformation
Gaurav Sachdeva, Chief Product Officer, Singapore Press Holdings
Adrian McDermott, President of Products, Zendesk
Hosted by Malcolm Koh, CX Strategist, Zendesk

There’s a big hole in the fabric of most digital transformation plans: the customer experience. The problem isn’t that companies fail to understand the importance of the CX in relation to digital transformation. Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment.
Hear how CX is the key driver of these brands’ digital transformation.
15.35 - 16.00
Networking Break & 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

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
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 across all sectors are awakening to the need to be customer-centric. This is fueling transformation campaigns, technology innovations, culture development, and countless CX (Customer Experience) and EX (Employee Experience) improvement projects. However, the ultimate goal is still tied to business performance, represented through 3 distinct elements: revenue growth, cost reduction, and improved risk management. Join this session to learn about how Customer Experience and Customer Engagement can create tangible benefits and drive performance across the board based on the latest research from Forrester as well as inspiring industry examples.
17.00 - 17.15
Closing remarks + Wrap up
Sarah Reed, Senior Director Content & Event Marketing
Tom Blackman, Director Asia, Zendesk
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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