Making Customer Experience your biggest differentiator: New NPS benchmark for Thailand and masterclass on CX program design

Nuttavud Vivatcharoenchai

Senior Manager, CXM, Central Retail Digital

Nuttavud is a customer experience expert who continuously delivers innovative customer-centric solutions/initiatives to improve experience and satisfaction in the way that the customers would feel fully connected to the organization as life-long partners. Customer empathy is his working philosophy which enables consistent best-in-class experiences for both external customers and internal employees – ultimately leads to growing business through the supports of the increasing partnership customers. Leveraging the customer empathic approach specialty obtained through more than a decade of working experience at SCG with customers in Asia, Europe, Africa, North America and Oceania regions, together with his expertise in experience management tools, Nuttavud innovated new business models for Thailand’s telecom industry (e.g Cable waste to energy project, flame retardant fiber optic cable project, etc.) and also co-founded Telecommunication Innovation and Technology Academic Association (TITA) together with major organizations in Thailand both Private and Government segments (e.g. MEA, PEA, NBTC, True, Dtac, AIS, Huawei TH, TOT, etc.) Nuttavud currently leads the customer experience management (CXM) program for Central Retail Corporation and innovating the next level of omni-channel shopping experience.

Chalermpol Chaiprasert

Head of Customer Operations, Prudential Thailand

Chalermpol earned a bachelor’s degree (Computer engineering) from Kasetsart University, a master’s degree (General management) from Mahidol University and certified Lean Six Sigma Black-belt. Chalermpol commenced work at AIG in 2004 and has held various management positions in Customer Operations. In 2017, Chalermpol commenced work as SVP Head of Operations Strategy at Prudential (Thailand) PCL. In 2018, Chalermpol work for AIA (Thailand) Co. Ltd. as Associate Director in Distribution department that focus in developing relationship and setting up digital sale process with new strategic Bank partner “Bangkok Bank PCL” before rejoining Prudential (Thailand) PCL. again in 2021 as SVP Head of Customer Experience Delivery and then be promoted to be a Director of Customer Operations in 2022 Chalermpol is Self-motivated and Result oriented with 15+ years of work experience in Insurance operation management, distribution management and recently Customer experience management. Chalermpol has proven success in various significant process improvements and customer experience design, excellent in resolving long-standing problem, creating solution that improve operational efficiency. Chalermpol is also expertise in transforming customer experience through digital solution that offer seamless omni-experience and consistent across multichannel for both Sales and Services.

Khwanchanok Srikirin

Head of Customer Experience Management, Advanced Info Service Co., Ltd, AIS

Khwanchanok has extensive experience in experience management strategy and customer relationship management, service design and customer experience both online and offline, technology development, and skill development of frontline personnel to support service work and take care of customers in all channels. She holds more than 18 years of experience in consulting from leading global companies in telecommunication, banking and energy industries.

Lara Truelove

Program Leader, Center for Experience Management

Lara leads the Center for Experience Management, an initiative by SAP, with Qualtrics and Singapore Economic Development Board (EDB). The Center provides benchmark research resources, knowledge sharing and skill building in XM (experience management). Based in Singapore since 2003, Lara’s career spans customer experience and insights leadership, marketing, product management and consulting. Lara is currently focused on is the development of XM skilled talent, as more organisations step up human insight-led decision making.

Harish Agarwala

Head of Customer Experience Strategy Southeast Asia

Harish heads the Customer Experience solution strategy for SEA and India at Qualtrics. He is a Marketing & CX leader with experience in consulting, financial services and technology. Prior to Qualtrics, Harish spent more than a decade in Financial Services and has led brand, marketing and large-scale CX programs in his past roles. He has used design-thinking and a customer-first approach in designing and launching some breakthrough products and campaigns. Harish consults Qualtrics Enterprise clients on Experience Management and helps organisations set up and scale their CX programs to get maximum value out of experience management.