Conference Track
Date 24 Aug 2022 - 25 Aug 2022
Time 09:30 - 17:30 
Asia World Expo  Hong Kong 

Forget about CX, the future is HX (Human Experience). We have all witnessed the change in consumer behaviour over the past 2 years; the way they search, engage, purchase and seek support has seen rapid shifts, making CX the number 1 business differentiator now. However the future of CX is something much broader - more efficient, more digitally advanced, and yet more human. 

Join this track to hear from organisations who are seeing a more humanised and seamless CX by making technologies and human work together to amplify cognitive strengths, and reap the same rewards of better engagement, better employee and customer satisfaction and ultimately, greater profit. 

  • Customer and Employee Experience Across the Enterprise
  • Digital Self-Services
  • CX Data Analytics
  • Intelligent Virtual Agents (IVAs)
  • Voice of The Customer
  • Design Thinking
  • CX and Web3
  • More


Cities like Hong Kong are rapidly evolving, driven by governments, talents in the cities and more and more importantly, technology. Where does the future of Hong Kong as a global city look like in the future? How will technology and innovation reshape the way Hong Kong is structured? Joining us with the insightful dialogue about our paveway to revive Hong Kong with energy, technology and future-proof city map.

Conversational commerce is fast leading the retail industry into blooming success. From apparel and fashion, foods and groceries, to tech gadgets and furniture, retailers are adopting consumer-centric strategies to design a faster, more convenient, and seamless path to purchase. Conversations and in-depth connections on various social channels including WhatsApp, Facebook, Instagram, and more are now the popular way to sell. Join us at Asia World Expo to explore this potential trillion-dollar megatrend and learn how to fill in the gaps with advanced tools and integrations on SleekFlow’s omnichannel, all-in-one platform. The future of e-commerce awaits.

Consolidating and analysing customer data, behaviours, activities, and events to bring actionable insights that lead to the best personalized experiences is key to successful Digital Transformation. As the Global Leader of CX SaaS Automation, Infobip will share the key steps leading to successful CX Optimization.

As consumer habits evolve along with technological advancement, businesses can no longer afford inefficiency hindering their growth. How can companies align sales and marketing to enhance customer experience and increase conversion? Learn how to leverage CRM and data-driven marketing solutions to create a cohesive combined effort in driving better marketing and sales results.

Conversational customer experience is a type of CX that doesn’t only focus on problem-solving. It aims to build long-term relationships with customers that results in greater customer loyalty, improved brand image, and ultimately, more revenue. Infobip will share benefits, pillars, use cases, and examples of a conversational customer experience to show how it can increase engagement, satisfaction, and ROI.

Investment in Artificial Intelligence (AI) for marketing and advertising is growing at a very fast pace. Brands are increasingly embracing technology and harnessing the power of data and AI to enhance customer experience, provide better products or services and drive sales. Given the technology’s enormous potential, marketers must understand the types of marketing AI applications available today and how they may evolve in light of new regulations.

We will explore this paradigm shift, revealing how AI is changing the way brands operate, reach potential customers and drive long-term loyalty. Two real cases of AI implementation with Shiseido Hong Kong and one of the world's leading FMCG groups will be introduced, discussing how to design a winning AI-powered marketing strategy as well as the inherent challenges of such projects.

Crisis management has become increasingly challenging in today’s digital world. A single social media post can rapidly turn into a PR nightmare. When a crisis hits, the way an organisation acts and communicates often determines how the crisis may unravel. In this session, CARMA Asia’s Charles Cheung shares the role of AI, data and human analysis in crisis management, and how to successfully navigate a crisis to mitigate its impact.

An insurance product is full of complexities, but with the right mindset and tools, anything can become a smooth online experience. In this session, you’ll learn how we are not only iterating on the customer journey but also on the product itself using agile methodologies, modern analytics, and borrowing from the e-commerce playbook.

Digital transformation, accelerated by the COVID-19 pandemic, has become an essential turning point that is fundamental for the survival and success of businesses. Operating digitally with tact and efficiency requires certain skills and proficiency in the latest technology, especially when you’re attempting to build a user-friendly online store, set up secured payment methods, and create a seamless social order-to-payment ecosystem that is smooth and intuitive for both customers and employees. 

With the ultimately high internet and mobile penetration rate in Hong Kong, no one is unfamiliar with mobile applications. Yet how to make one platform stand out from the many competitors, gain new users and retain old customers is the constant battle for all chief experience officers, let’s dive in to learn how they build market leading customer journeys.