Empowering Intelligence: Data-Driven, Customer-Centric, Future-Ready
The inaugural Customer Intelligence Summit took place at Marina Bay Sands, Singapore, gathering an exclusive group of senior leaders in customer insights, analytics, digital transformation, and marketing. It was an incredible day of knowledge sharing, forward-thinking discussions, and actionable takeaways, attracting over 180 senior professionals from top global brands, unicorns, and regional enterprises. Now, welcome to our summit’s aftermath—Join us as we unravel the mysteries and shed light on the lingering questions posed to the brilliant speakers who captivated us during the summit!
Unanswered Q&A from Customer Intelligence Summit Singapore
- Panel Discussion | [Predictive Analytics] From Data to Prediction: Leveraging Predictive Analytics for Proactive Engagement
- Panel Discussion | [Customer Engagement] How Can Journey Orchestration and Real-Time Decisioning Enhance Customer Engagement?
Panel Discussion | [Predictive Analytics] From Data to Prediction: Leveraging Predictive Analytics for Proactive Engagement
Speaker:
Adeline Ong, Advanced Analytics Lead, Commercial Excellence, Johnson & Johnson
❓How do you justify the cost and ROI of Gen AI?
To justify the cost and ROI of Gen AI, it is key to focus on its strategic application within operations. Start by identifying high-impact areas that can drive substantial results, aiming for significant performance boosts rather than incremental changes. It is vital to connect AI with the organisation’s core processes to enhance productivity and streamline workflows. Measuring the outcomes is equally important, and by aligning our investment in Gen AI with measurable business outcomes, we can create a compelling case for its value.
Panel Discussion | [Customer Engagement] How Can Journey Orchestration and Real-Time Decisioning Enhance Customer Engagement?
Speaker:
Parvathy Lakshmy, Director, Personal Loans & Digital Partnerships, Standard
❓How do you measure the effectiveness of customer journey enhancement?
Primarily through measuring the turnaround times, drop-off rates, customer conversion rates and product uptick through the channel to state some quantitative metrics. More qualitatively, it will definitely be through customer feedback and happiness scores collected through touchpoints, be it digital, repeat engagement, or feedback mechanisms such as surveys and interviews.
❓Would streamlining the customer journey for financial products negatively impact customer trust too much? How can we achieve a balance?
Yes, a balance is certainly called for when you streamline customer journeys, and it also depends on what products within the financial industry space you are selling and the customer segments you are targeting. A vanilla product can be fully streamlined, whereas you may need high touch for certain other products. So my take is that it really depends on your product strategy, market nuances and the customer demographics. In either case, trust is something that needs to be built and treasured. Therefore, journeys should be as flawless and well thought through as possible and enable channels for customers to reach out just in case.
Throughout the event, your inquiries ignited conversations and fueled our curiosity. Your engagement has truly enhanced the experience for all involved. For those unable to attend the live sessions or wanting to revisit the insightful discussions and presentations, we invite you to access the BEETc On-Screen on our learning platform. Let’s continue to connect, learn, and grow together, fostering innovation and excellence in the ever-evolving landscape of marketing technology. We eagerly anticipate welcoming you back at future events. Of course, there are more exciting in-person events throughout the year, please visit:
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Last updated: May 2025
