A BRAND NEW WAY™

A BRAND
NEW WAY™

AGENDA HIGHLIGHTS

9:00 AM London

10:00 AM Paris

4:00 PM Singapore

Opening Remarks

Welcome to RESHAPE: A Brand New Way™

  • Opening remarks from Insider CEO & Co-Founder, Hande Cilingir
  • Why the theme for this years event stands for: A Brand New Way™
  • The role of Customer Experience in the economic outlook

9:06 AM London

10:06 AM Paris

4:06 PM Singapore

A CONVERSATION WITH WALTER ISAACSON

  • An unorthodox conversation, with the man who has been given unprecedented access to technology legends
  • Learn the unique characteristics shared by some of the world's most influential leaders
  • Find out if you have the *single* personality trait shared by Steve Jobs, Elon Musk, and Jeff Bezos

10:00 AM London

11:00 AM Paris

5:00 PM Singapore

A CONVERSATION WITH RUSTY WARNER

Friction Hunting in CX: The "Aha Moment" for Achieving Profitable Growth

  • Marketing as we know it is over. Customer Experience is more than mere marketing automation
  • Why brand and retail leaders must strive to achieve "Individualization"
  • How to recognize and remove friction in your CX will become increasingly important to achieve profitable growth
  • Why AI and ML is an extension of human behavior - and is the only way to achieve CX excellence at scale.

10:40 AM London

11:40 AM Paris

5:40 PM Singapore

THE RECIPE FOR D2C SUCCESS: CUSTOMER OBSESSION & PERSONALIZATION

  • What you need to succeed in the competitive D2C space
  • How the world's largest cosmetics company, founded more than a century ago - is adapting to meet the changing needs of consumers, embrace technology and become more agile
  • The value of first-party data collection and building direct customer relationships

11:00 AM London

12:00 AM Paris

6:00 PM Singapore

THE BIG COME BACK: HOW AIRLINES ARE TAKING OFF WITH CX

  • Now that global travel has resumed, improving the customer experience has become the new battleground for airlines, to build back better and respond to changing consumer preferences.
  • From reducing reliance on third-party data, to removing friction in the booking process, driving higher ancillary revenue, and realizing the significance of mobile channels to provide a convenient and value-led customer experience.

11:20 AM London

12:20 AM Paris

6:20 PM Singapore

MACRO-TRENDS SHAPING CONSUMER BRANDS

  • Macro trends refer to major shifts in consumer behaviour that will change the future of CX significantly in the long term.
  • Previous macro trends include the adoption of social media and the emergence of mobile commerce. But, what are the most significant latest trends facing the world's leading brands?
  • Join brand leaders to discuss how; the emergence of direct-to-consumer business models, subscription-based consumption, and zero-party data will fundamentally change brands' relationships with their consumers

12:00 PM London

13:00 PM Paris

7:00 PM Singapore

PIZZA HUT'S CONTROVERSIAL APPROACH TO TOPPINGS - AND CX

  • Discover how Pizza Hut, known for it's controversial pizza toppings, takes the same unusual approach to CX
  • Lessons in how to cater to individual customers' tastes and preferences
  • What role AI has in delivering a delicious customer experience
  • How to create an engaging and memorable retention program - that starts with the customer

 

12:25 PM London

1:25 PM Paris

7:25 PM Singapore

CLOSING THE EXPERIENCE GAP IN FASHION

  • Meet the rising expectations of digitaly native customers in the moments that matter
  • How to differentiate from fierce and increasing competition, especially from the Instagram fashion favorites
  • How to recognize preferences and intent to tailor to different customer behaviors, from browsing to convenience shoppers
  • How to understand and adapt to increasingly conscious consumers
  • From curated shopping, to live shopping events, 3D fitting rooms, video consultations - the toolbox is growing - how do you know where to focus?

1:00 PM London

2:00 PM Paris

8:00 PM Singapore

THE FUTURE OF TELCO: WHY INDIVIDUALITY IS THE #1 DIFFERENTIATOR

  • In the competitive telco market, the industry is changing rapidly. Where there is little space to differentiate based on network and infrastructure, offering more value to consumers through a superior, personalized, and relevant customer experience is the #1 differentiator
  • How can telco companies successfully leverage data to better understand individual consumers’ needs and better serve them, and become more valuable partners to their lifestyles

1:40 PM London

2:40 PM Paris

8:40 PM Singapore

THE POST-PURCHASE DILEMMA IN ELECTRONICS

  • For increasingly discerning electronics shoppers, sharing knowledge, adding value, and lengthening product life is the key to building customer trust and loyalty, ensuring long-term brand prosperity.
  • Those who prove they are there for their customers beyond the initial point of purchase will be the real winners.
  • Brands should consider non-traditional channels to engage consumers and help them get the most out of their tech, perhaps by offering workshops or tutorials to educate their audiences on the full functionality of smart products and inspire future use and purchases.

2:10 PM London

3:10 PM Paris

9:10 PM Singapore

THE INSURANCE INDUSTRY'S KODAK MOMENT

  • One of the most fundamental problems at the core of the insurance industry is - most insurance companies do not have a deep understanding of their customers
  • Relationship-building is often condensed into cross-selling or feedback requests via cold-calls and mail merges with zero empathy or unique understanding of individual customers e.g. cold-calling an introvert, or offering car insurance to someone who does not drive
  • In the quest for digital transformation, leaders must ask themselves, "can they carry on thinking they can get through the old way?" Or, should you make a change? But, if everyone else is changing, and quickly, can you really afford to be a Kodak? Do you want to be that organisation?

2:30 PM London

3:30 PM Paris

9:30 PM Singapore

RETAIL'S INFINITE SHELF PARADOX: CHOICE VS. CONVENIENCE

  • In a world of almost infinite choice - how can retailers provide options, while protecting conversion rates? (link to product discovery, channel appropriate experience)
  • Brand or retailer, the one commonality in forging ahead in this rapidly changing future – is that collecting and actioning zero-party customer data will be the single-biggest factor in determining the winners from the losers and increasing marketshare.
  • How to increase loyalty by leveraging emerging channels to increase relevance.

3:15 PM London

4:15 PM Paris

10:15 AM Singapore

SPOTLIGHT: COLES

The Trials & Tribulations of True Personalization

  • Coles' challenges in achieving meaningful personalization
  • How to use and action customer data effectively to increase relevance
  • Lisa Ronson will share how she has achieved her mission to become Australia's favorite supermarket

3:40 PM London

4:40 PM Paris

10:40 PM Singapore

WEB3 AND WHAT IT MEANS FOR CX

  • Web3. What is it? How will it change how experiences are delivered on the web?
  • If you've been struggling to separate fact from fiction – this panel discussion is just for you.
  • Join the experts from Unilever and Lego as they share everything you need to know about Web3 and what it means for you.

4:45 PM London

5:45 PM Paris

11:45 PM Singapore

CLOSING REMARKS

  • Thank you for joining us and being part of The Brand New Way™ Movement
  • See you next year for RESHAPE 2023

SESSION SPOTLIGHTS

IS THE FUTURE OF THE BEAUTY INDUSTRY - PHYGITAL

  • From nail painting robots to AI-curated beauty routines, scannable ingredient lists, and moves into the metaverse – what does the future hold for the beauty industry?
  • The days of one-size-fits all beauty is over. Increasingly, consumers expect – and hunt for - beauty experiences that are curated and customized to their individual needs and routines.
  • Department store staple, luxe house, budget brand or digital native, join this session to uncover how beauty leaders see the future unfolding.

STRONGER THAN EVER: BUILDING AN AMAZING CX WHILE GROUNDED

  • In 2020, in the midst of the Coronavirus pandemic, Thai Airways filed for bankruptcy
  • They survived and launched a new mission and slogan, to deliver experiences "as smooth as silk"
  • Learn how Thai Airways started by listening exactly to what their customers want, and how to remove friction from the customer journey

BEAUTY'S MISSION TO NORMALIZE NICHE NEEDS

  • In a typically consultative and personable industry, how does the digital experience compare?
  • Learn why brands must leverage influencers, UGC and emerging channels like TikTok and Instagram to reach customers
  • Plus, learn Tiffani Sionader, Chief Digital Officer's #1 piece of advice for the CX community

THE MULTICHANNEL PUBLISHING RACE AND WHY CX IS PIVOTAL

  • The way we consume media and content is rapidly changing - with emerging channels being leveraged - especially for younger generations (TikTok, WhatsApp)
  • Media houses and publishers are rapidly adopting new communication channels to meet these increasing demands
  • As a result, more data can be gathered (translated into ad revenue), but using this to create a superior CX that serves customers based on their needs and preferences will be the ultimate winner, creating better
  • Revenue -Recommendations -Respect

WHAT ROLE DOES CX PLAY WHEN YOUR PRODUCT IS BORING

  • Some Marketing leaders have it easy. CX is easierwhen you have an exciting product...but, what about when your product is - boring
  • When you have products that your customers don't like to think about, it's harder to engage and be a purpose-led brand
  • We have gathered leaders from auto retail, telco and finance to find out how they overcame the odds, perfected the digital experience and became a household name

 

ACCELERATING GROWTH IN A HYPER-CONNECTED WORLD

Telco customers now prefer a fully digital experience that balances self-service, convenience, instant support and personalized recommendations

In a world where hyperconnectivity is expected and considered normal - offering a superior CX becomes critical for brands looking to gain market share

Explore what the future of telco will look like - and what the emerging trends are

 

LESSONS IN BEING A PURPOSE-LED BRAND

  • How Who Gives A Crap disrupted one of the oldest, established (and wasteful) industries, that most of us give little thought to
  • Lessons in product and purpose from this direct-to-consumer disruptor
  • What role Customer Experience plays in Who Gives A Crap, and what their customer data tell us about toilet paper consumption
  • How to build a hyper-growth company that is also sustainable

TREAT THEM LIKE ROYALTY: CX LESSONS FROM LUXURY BRANDS

  • John Scott, former president of the Orient Express once said "Luxury is fundamentally a state of mind" which is a useful reminder for customer experience professionals
  • The discerning luxury consumer expects a reliable, personalized and exemplary customer experience from their selected brands
  • Not in luxury? That doesn't mean you can be complacent, as expectations are exceeded in one industry - those expectations are transferred to other areas of a consumers' life, from grocery shopping to travel. Regardless of what you sell, bring a little luxury to your customer experience

PREDICTIONS FOR B2B CUSTOMER EXPERIENCE IN 2023

  • Why CX in tourism needs to change
  • How the Netflix effect is reshaping how B2B experiences are created
  • Why now is the time to overhaul legacy systems and challenge "the way things are done" to offer B2B customers self-service and convenience

 

LESSONS IN RELEVANCE: HOW TO USE DATA FOR GROWTH

  •  Why understanding the value you bring to your customers' lives, and your position is the foundation of CX
  • How to individualize experiences based on preferences, tastes and behavior
  • Learn why delivering in each individual moment is key to creating enduring brand love

 

THE DOORSTEP REVOLUTION: THE RISE OF RAPID DELIVERY

  • Consumers expect lower costs, higher quality, more choice, and better discoverability. The convergence of value propositions across the industry is raising the bar – how do leaders keep up, and where should they prioritize?
  • What does the rise in “the doorstep experience” mean for the e-commerce value chain, supply chain, and how does this impact the consumer?
  • How to gamify the customer experience to gain a deeper understanding of your customers, and serve them better
  • Why yesterday's retail leaders are not necessarily tomorrows

RENTAL RUSH: THE CONSUMERS TURNING THEIR BACK ON OWNERSHIP

  • An increasing number of consumers are opting to rent rather than own a vehicle
  • The subscription generation is turning traditional consumption patterns on their head - this will effecting industries from fashion to automotive and FMCG
  • Why CX's #1 priority should be how how to deliver value, speed and convenience, in the moments that matter

A NEW AGE OF CUSTOMER CENTRICITY IN BANKING

  • The rise of the fully-digital experience – why banks need to offer convenience and relevance from Day 0
  • How ACB takes global trends and localizes them to the Vietnamese market
  • Learn how ACB is building a mobile-first experience as consumers opt out of traditional channels

BUILDING A CX-FIRST CULTURE IN RETAIL

  • Learn how Yody used the coronavirus pandemic as an opportunity to build a company culture obsessed with customer experience
  • Why digital transformation is an imperative to remain at the forefront of the retail industry
  • Lessons in how to approach martech investments to ensure long-term success

 

THE CONFIDENCE CONUNDRUM IN HOME & FURNITURE | GAIA Design

  • For an industry that relies on quality and design, the ability to touch big-ticket items could have suffered from the shift to digital, but instead, innovative brands have led with an omnichannel strategy that combine the best of both worlds
    How can brands balance offering choice and inspiration with convenience and recommendations (product discovery, merchandising, and recommendations)
  • Consumers are shopping across more channels than ever before, especially for highly considered purchases - how do you join the dots?
  • How can you transform your once-and-done customers into loyal, repeat-purchasers?

 

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