Marina Bay Sands, Singapore | 5 July 2019

Southeast Asia’s Biggest Experience Management Event

Free access to all the content from the ultimate Experience Management Summit

Watch the recording from our main stage keynotes and breakout sessions for X4 Sydney. Presentation slides are also available for download.


Join us as we breakdown breakthrough experiences with thought leaders and top executives behind the region’s iconic brands.

Over 15,000 people around the world attend X4 events - and now, the big show is coming to Singapore!

Uncover actionable insights and network with like-minded Experience Management peers

700+ Attendees

15+ Speakers

3 breakout tracks


Walter Li

Head of Insights //
Cathay Pacific

Monica Oudang

Chief Human Resource Officer //

Jeff James

Vice President //
Disney Institute

Webb Stevens

VP, CustomerXM //

Yvonne Lau

Senior Vice President – Customer Experience Measurements //
DBS Bank

Jan-Paul Jeffrey

Head of Marketing Southeast Asia //

Vanee Bijayendrayodhin

Chief People Officer //

Bill McMurray

Managing Director - Asia Pacific & Japan //

Priscilla Kosasih

Head of Employee Engagement //

Nelson Allen

Chief Marketing Officer //

Christiane Joussemet

Head of Customer Excellence //
Fuji Xerox Asia Pacific

Arsh Chaudhry

CEO //
Space Matrix

Seng Chee Ho

Chief Work & Culture Officer //

Foo Mao Gen

Head of Southeast Asia //

Sunil Pamnani

Asia Head of CX Strategy and Solutions //

Aimee Lucas, CCXP

Senior Principal Analyst //
XM Institute Qualtrics

Stephen Choo

Asia Head of EX Strategy and Solutions //

Milind Kopikare

Head of Product - Surveys //

Dr. Cecilia Herbert

Lead Employee Experience Scientist //

Steve Bennetts

Head of EX Strategy and Solutions //

Lisa Khatri

APJ Research Services Lead //

Andrew Sherwood-Jones

Customer Insights Manager //
Volkswagen Group Australia

Abiel Tan

Head of Corporate Development //
ONE Championship


8:00AM - 9:00AM

Registration desk open
Breakfast and coffee served
Keynote seating

09:00AM - 10:40AM

Keynote Sessions

Mao Gen Foo, Head of Southeast Asia, Qualtrics

Bill McMurray, Managing Director APJ, Qualtrics
XM: The race to the top
Find out how XM is powering businesses across the world, and why brands that choose to compete on experience are finding themselves in a race to the top.

Walter Li, Head of Insights, Cathay Pacific
Moving Beyond: How a legacy carrier is transforming itself to deliver breakthrough performance with experience data
In this session, you’ll learn how Cathay Pacific is embracing operation and experience data to deliver breakthrough experiences for its customers and employees.

10:45AM - 11:15AM

Morning tea & Networking

11:15AM - 12:30PM

Keynote Sessions

Monica Oudang, Chief Human Resource Officer, GO-JEK
The role of employee experience in shaping GO-JEK's transformation and growth
In this session, GO-JEK will explain how its culture centric approach in employee experience helped them navigate the different stages of hypergrowth and how it created engaged and productive employees who are aligned with contributing to the company's mission.

Jan-Paul Jeffrey, Head of Marketing SEA, Spotify
Voice of the customer - Data based campaigns at Spotify
Join Spotify to learn how it is able to rapidly uncover the insights it needs to make smarter decisions using Qualtrics. This session is an opportunity to learn from one of the world’s biggest brands about how it brings together operational data and experience data to overcome common barriers to market and breakthrough the competition.

Aimee Lucas, Senior Principal Analyst, XM Institute, Qualtrics
The key ingredients for building your XM capabilities
During this session, you’ll hear about the required practices that will accelerate your XM journey and position your organisation to thrive in the future.

12:30PM - 1:30PM

Lunch + Networking + Special Milind Kopikare session

Milind Kopikare, Head of Product - Surveys, Qualtrics
Safeguard your business and customer data
Understand why a significant amount of experience data collected worldwide through customer and employee surveys and questionnaires is invalid and of poor quality. Learn how Experience Management (XM) can ensure that the data you collect can be trusted to make important business decisions.

1:30PM - 3:00PM

CX Breakout Track

Sunil Pamnani, CX Solutions & Strategy, Qualtrics

Christiane Joussemet, Head of Customer Excellence, Fuji Xerox Asia Pacific
Taking action on X-data
Join us to find out how Fuji Xerox takes action on its experience data to deliver a better customer experience. The company will provide insights into how the technology empowers all employees to make a difference, and share tips and advice for others looking to deliver a better customer experience.

Andrew Sherwood-Jones, Customer Insights Manager, Volkswagen Group Australia
Why connecting CX and EX is your key to success
By bringing CX and EX data into a single platform, Volkswagen uncovered new insights helping address gaps in the employee experience. The result was higher customer and employee retention. In this session, find out how you can adopt tested strategies for turning employees into your most powerful driver of exceptional customer experience.
Finding the signal in the noise - [DEMO]
A look at the latest Qualtrics CustomerXM innovations, which are helping transform how the world’s most successful brands are delivering breakthrough experiences.

1:30PM - 3:00PM

EX Breakout Track

Dr. Stephen Choo, EX Solutions & Strategy, Qualtrics

Vanee Bijayendrayodhin, Chief People Officer, Ananda
The building blocks for a better EX
Ananda understands employees are critical to success, which is why the business is investing in designing and delivering an improved employee experience to fuel its next phase of growth. Thailand's leading real estate developer will outline its vision and strategy for better engaging its 1,300 strong workforce, share learnings captured along the way, and how the business is driving change.

Priscilla Kosasih, Head of Employee Engagement, JAPFA
Creating meaningful EX at JAPFA
JAPFA has 38,000 multi-national employees operating farms, manufacturing facilities, and offices in 7 countries across Asia. At X4, JAPFA will deliver advice for securing executive support for employee experience programs, and provide a rare insight into the company's strategy for improving employee engagement.

Evolving your approach to employee feedback - capturing everyday experiences to drive real improvement - [DEMO]
Learn how Qualtrics can help you evolve your employee listening programs to capture feedback at moments that matter most to your people.

1:30 PM - 3:00 PM

Research Core Breakout Track

Lisa Khatri, Research Services Lead APJ, Qualtrics

Nelson Allen, Chief Marketing Officer, GoBear
How XM fuels growth and innovation
One of Asia's fastest growing fintech-startups, GoBear, explores the role of experience data and insights in fuelling its expansion across Asia. The company shines a light on the work it is doing to unlock experience insights around its brand performance, and how it will apply these to make smarter and faster business decisions.

Milind Kopikare, Head of Product - Surveys, Qualtrics
Achieving product market fit using product experience management
Find out how to ensure your data gives a true insight into the experiences you deliver, and how to optimise programs equipping you with the knowledge needed to breakthrough.

Uncover new insights fast with ExpertReview and XM solutions - [DEMO]
This demo shows you how to conduct smarter and faster brand and product research using XM solutions to get answers in hours or days rather than weeks or months.


Afternoon tea & Networking

3:20 PM - 4:30 PM

Keynote Sessions

Winning in the Experience Economy - Panel Discussion
XM visionaries from Southeast Asia's leading brands provide a rare insight into their vision and strategies for delivering breakthrough experiences for customers and employees in today's fast moving markets.

  • Mao Gen Foo, Head of Southeast Asia, Qualtrics (Moderator)
  • Yvonne Lau, Senior Vice President – Customer Experience Measurements, DBS Bank
  • Seng Chee Ho, Chief Work & Culture Officer, JustCo
  • Arsh Chaudhry, CEO, Space Matrix
  • Abiel Tan, Head of Corporate Development, ONE Championship

Jeff James, Vice President, Disney Institute
The rise of customer relationships — Are you ready for it?
Walt Disney Parks & Resorts has long maintained a tradition of creating magical, memorable experiences for Guests around the globe. Come learn from Disney Institute's VP and President, Jeff James, about how Disney strategically focuses on the Customer Experience in order to create consistency and drive true loyalty with the brand.


Event close

Why you should attend

International and
local speakers

Innovators, industry leaders and big name brands will take the stage to share their stories about crafting some of the world’s most famous experiences. Learn from the very best as they provide practical advice to help you build first-class experiences.


Our dedicated breakout tracks, deep dive into your area of expertise with subject matter experts in HR, customer experience, product development, brand and marketing. And check out Qualtrics latest product innovations in each of the areas.

Dream Team

The Dream Team is back! Feel like a sugary treat or perhaps you have a request to make your event experience amazing. Our Dream Team are ready to go.


Throughout the day, you’ll be able to network with over 500+ leaders and professionals. Speak to thought leaders, keynote presenters and subject matter experts across a range of industries.


Qualtrics X4 Singapore will take place at Marina Bay Sands Singapore. The address 10 Bayfront Ave, Singapore 018956.

By Car/Taxi

Marina Bay Sands is situated at 10 Bayfront Avenue, and is also accessible by vehicle via Sheares Avenue.
There are four pick-up/drop-off points for cars and taxis: on Sheares Link outside Hotel Lobby Tower 1, and along Bayfront Avenue outside Hotel Lobby Tower 3, outside Sands Expo & Convention Centre, and outside The Shoppes. It’s most convenient to drop off at the one outside of Sands Expo & Convention Centre.
Most Singaporean taxi drivers know the different landmarks of Marina Bay Sands by name, so you can give instructions such as "Take me to Sands Expo & Convention Centre at Marina Bay Sands" to get to the event venue.
The three car park entrances are located along Bayfront Avenue outside Sands Theatre, outside Hotel Lobby Tower 3, and on Bayfront Link next to Sands Expo & Convention Centre. It’s most convenient to use the south entrance on Bayfront Link.


Marina Bay Sands is linked directly to CE1/DT16 Bayfront Station on the Circle Line and Downtown Line of Singapore's Mass Rapid Transit (MRT) train system. MRT services to/from Bayfront Station operate daily from (approximately) 6:00am to 12:00am midnight. Visit the TransitLink Journey Planner to learn today's MRT service schedules to Bayfront Station. Exits at Bayfront Station from Exit E which connects to Sands Expo & Convention Centre.

By Bus

Marina Bay Sands is serviced by the following bus routes:
97 / 106 / 518 / 133 / 502 (every day)
97E / 502A / 518A (every day except Sat, Sun & public holidays)
NR1 / NR6 (late night Fri, Sat & eve of public holidays)
The following bus stops are located at Marina Bay Sands on Bayfront Avenue:
03509 - Marina Bay Sands Hotel (outside Hotel Lobby Tower 2)
03501 - Marina Bay Sands Theatre (outside Sands Theatre, opposite Hotel Lobby Tower 3)
03511 - Marina Bay Sands MICE (outside Sands Expo & Convention Centre, opposite Hotel Lobby Tower 1)
03519 - Opp. Marina Bay Sands MICE (opposite Sands Expo & Convention Centre, adjacent to Hotel Lobby Tower 1)
Two street underpasses and the Garden Bay Bridge over Bayfront Avenue link between the Hotel side and the convention centre, theatres and retail mall side. Click on any of the links above to learn more about the bus route or bus stop, or visit the TransitLink Journey Planner.

By River Ferry

Daily river ferry services connect to Bayfront South Jetty at Marina Bay Sands. The jetty is situated at the south Promenade, near to The Shoppes (3 minute walk), Sands Expo & Convention Centre (5 minute walk), and Hotel Tower 1 (8 minute walk). Operating Hours: 7:00am - 10:00pm daily (last boat departs at 9:00pm)
Frequency: Boats depart every 10 - 20 minutes Pick-up Points: Board at any Singapore River Explorer jetty with a valid ticket (View Map) Ticket Kiosks: The jetties at Bayfront South (MBS South), Merlion, Esplanade, Promenade (Singapore Flyer), Clarke Quay (Beside G-Max Reverse Bungy), Boat Quay (No. 59 Boat Quay), and Fullerton Hotel
Ferries are operated by Singapore River Cruise. Visit the operator's website for the most up-to-date service information.

The event is free of charge. Participants are responsible for all the travel cost.

There are a limited number of complimentary carpark coupons for event attendees. Please approach the staff at the registration counter to ask for it when you check-in to the event. It will be on a first-come-first-serve basis.
There are three car park entry points at Marina Bay Sands, please use the South Entrance on Bayfront Link for easy access to the convention centre. Car Park Map: here

Check-in for the event begins from 8:00am on the 5 July 2019.
The main stage keynotes will commence from 9:00am.

The more the merrier! You’re welcome to refer the event to another colleague who you feel would benefit from attending X4 Singapore. Please kindly ask them to register ahead of time.

Please specify that you have special dietary requirements in the pre-event survey we send in lead up to the event.

The recommended attire for X4 Singapore is business casual.

Reach out to for additional questions, suggestions, and anything else that will blow your mind.

Yes. All the event attendees are entitled to 15% off the Best Available Rate if you book your stay at Marina Bay Sands. Please email reservation at to check the latest rate. Please indicate event ID: 52974 in the subject line.

Yes, we have negotiated special discounted rates with the following hotels:
ASCOTT ORCHARD SINGAPORE, rate starts from SGD250++
To confirm stay requests or check room availability, please email to the below, and indicate “X4SG” in the email subject line:


Thank you to all our partners sponsoring The Experience Management Summit this year in Sydney. Make sure to visit them at their booth at X4!