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06 Aug 2020Ended

eTail: Completely connected - powered by WBR Asia Insights x Vonage

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100 - 500
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Based on previous editions

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06 Aug 2020

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COVID-19 is disrupting global retail and distribution on a scale unseen in recent times. Businesses are being forced to innovate and adopt new .. Read more digital tools faster than ever to minimize disruptions and with majority of the consumers now making the shift to online, eCommerce leaders are under more pressure than ever before to deliver a seamless digital experience for customers. This accelerating paradigm shift in consumer behavior also brings eCommerce to one of the fastest growing vertical in the world with online spending increasing at a rapid rate of 18%, as in-store purchases decline year on year. This exponential growth makes delivering a timely, informed and context sensitive CX in an omni-channel environment critical for eCommerce leaders. And if you are new to the game, although this brings endless opportunity for your business, there are some key challenges that need to be tackled smartly to make sure that you have a robust and frictionless end-to-end CX integrated into the heart of your customer purchase journey. Some of the challenges and priorities may now include: So how can you stay completely connected with your customers throughout their purchase journey andwhat future technologies can you adopt now to stay ahead of the competition. Join this session, where our leading industry experts will shed light on: Agenda: Keynote Panel Moderator: Danny Levy, Managing Director, eTail Asia & ANZ Speakers: Nils Swolkien,MD, Singapore,Decathlon Kannan Rajaratnam,Customer Experience and Epayments Director,Zalora South East Asia Shaun Chong,Co-Founder and CTO,Ninja Van Enrique Flores,Head of eCommerce APAC D2C & Expansion,LEGO Group Felix Leong,Director, Sales (SEA & ANZ),Vonage Communications APIs Audience Q&A Nils SwolkienMD, SingaporeDecathlon Nils Swolkein is the Managing Director of Decathlon, which is the world’s largest sporting goods retailer, with 1,500 stores in 49 countries. Nils currently manages the six Decathlon outlets in Singapore. He has been part of Decathlon over the last 16 years holding multiple senior roles at Decathlon International like CFO and the executive board member. As an MD of Decathlon Singapore, Nils has been playing a substantial role in initiating value creation through process optimisation, proactive analytics and investing in technology innovation to help businesses stay ahead of the game and continuously provide a customer-centric shopping experience. Kannan RajaratnamCustomer Experience and Epayments Director Zalora South East Asia Kannan was among the pioneer leaders of Malaysia’s ecommerce industry since 2008. As the Head of Payments and Customer Operations he is responsible in both operational and strategy aspects of the vertical. He is passionate about digital payments and perfecting customers journey. He devoted a sizeable amount of his free time in nurturing growing start-up. In the payment space ZALORA has always be able to deliver above expectation authorizations, chargeback, and invalidation rates. By holding strong to this motto everyday is a day at 1% progress” he ferociously devoted his professional life in building the best with resources available to him. His passion for delivering above and beyond experience has helped in propelling ZALORA into one of the most celebrated customer centric organizations. Shaun ChongCo-Founder and CTO Ninja Van He graduated with a Bachelor of Science degree in Computer Engineering from the National University of Singapore. Prior to Ninja Van, Shaun was the Lead Engineer at Nubefy, a technology startup focusing on cloud platforms and infrastructure. As the technical Co-Founder, he is responsible for the digital fabric that powers Ninja Van's proprietary systems that optimises the logistics process for Ninja Van's clients. He also oversees Ninja Van's technology strategy, roadmap and vision, driving innovation through research & development activities and leverages emerging technologies to bring the newest innovations to Ninja Van. Shaun is currently taking his love of tinkering with the latest technologies to new heights by building Ninja Van’s very first pizza oven. Enrique FloresHead of eCommerce APAC D2C & ExpansionLEGO Group Enrique is the Head of eCommerce for the APAC region at Lego for the last 5 years, where he oversees the company’s eCommerce expansion growth. His experience also comprises of being a business manager and former management consultant with hands-on approach, analytical mindset, high-performance track-record and experience growing a regional eCommerce business as P&L owner. Felix LeongDirector, Sales (SEA & ANZ)Vonage Communications APIs He brings over 20 years of extensive IT industry experience covering roles in IT consulting, post and pre sales positions, as well as business development and sales management roles. Though his work has taken him to various locations throughout Asia, his focus has always centered on working closely with customers in determining their problems, and crafting solutions to address their issues. In the last few years, Felix has spent considerable time in working with clients in designing customer engagement solutions that have helped customers realize significant business benefits, generating either costs savings or revenue creation. Felix also has particular expertise in the implementation of speech technologies in a customer service environment. Danny LevyManaging DirectoreTail Asia & ANZ Danny is a brand-centric, innovation-driven and purpose-led leader who has collected international experience in global, regional & local business setups of different sizes. He is passionate about bridging the gap between brand, product & sales. For him, it is all about people - employees, customers and partners. About WBR and eTail Worldwide Business Research (WBR) started the eTail conversation in 1999 —before anyone else

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