Overview
This event is designed specifically for senior leaders and decision-makers who are committed to revolutionising customer experience and strengthening brand loyalty. Join us to explore innovative strategies and powerful connections that will propel your organisation’s growth and success.
Session 1 - Transforming Touchpoints: Revolutionising Customer Experience (CX) for the Future
Customer experience (CX) is now a cornerstone of sustainable success. Explore innovative strategies and actionable insights to transform every touchpoint into a powerful opportunity for growth and connection. Learn how to revolutionise customer engagement with modernised approaches.
What you will learn:
How can businesses maintain sustainable CX strategies?
What are the most effective strategies for enhancing customer experiences?
How can technology and AI be leveraged to personalise customer interactions at scale?
What role does employee experience play in delivering exceptional customer experience?
Session 2 - Boosting Brand Loyalty through Customer Experience Management (CXM)
Join us for an engaging session where we explore the powerful connection between Voice of Customer (VOC) and Voice of Employee (VOE). Understand how collecting and analysing feedback from both customers and employees can foster brand loyalty, drive advocacy and motivate employees.
What you will learn:
How Voice of Customer (VOC) + Voice of Employee (VOE) = Customer Experience Management (CXM)
Effective tools and techniques for gathering feedback from customers and employees
Analysing feedback to strengthen brand loyalty through CXM
Best practices for incorporating VOC and VOE into your business strategy
For more information, please visit: https://www.sqcentre.com/events/sustainable-cx/
Schedule
Date: 28 May 2025, Wednesday
Time: 9:30 AM - 10:30 AM (GMT +8:00) Kuala Lumpur, Singapore
Location: 80 Jurong East Street 21, Devan Nair Institute for Employment and Employability, 609607
Date: 28 May 2025, Wednesday
Time: 11:00 AM - 12:00 PM (GMT +8:00) Kuala Lumpur, Singapore
Location: 80 Jurong East Street 21, Devan Nair Institute for Employment and Employability, 609607
Speakers
Speaker's Profile:
Ms Theresia Ivory Lisvanda, Customer Experience and Organisational Transformation Consultant, Service Quality Centre
With over 15 years of experience as a Customer Experience and Organisational Transformation Consultant, Ms Theresia Ivory Lisvanda helps clients achieve strong growth and engagement by focusing on customer-centric strategies and agile design. Drawing from her background in process improvement and service quality, she has worked with organisations in healthcare, finance, hospitality, and more to enhance customer experience, boost productivity, and streamline operations. Vanda’s CX approach uses proven methods like customer journey mapping, feedback analysis, and service redesign to deliver a seamless experience. Known for leading impactful workshops and creating solid project plans, she equips teams with tools like Lean, Kaizen, and TQM to drive lasting improvements in service and digital transformation.
Speaker's Profile:
Mr Ajit Rodrigues, Director, Intuit Research
Mr Ajit Rodrigues has over 25 years of experience in market research and consulting in Asia Pacific. He founded Intuit Research in Singapore in 2014 after working with TNS, Ipsos, and Nielsen. Ajit has expertise across consumer, healthcare, technology, and banking sectors, conducting studies on Customer Experience Management and Voice of Employee.
