Tag: Connecting the CX Dots in 2023

Singapore – In today’s competitive landscape, programmable emails have emerged as a vital tool for brands in terms of communicating personalised communications with their users. By leveraging automation and customisation capabilities, programmable emails empower brands to engage with their audience in a targeted and efficient manner. By utilising dynamic content, brands can deliver personalised messages to customers based on their interests, purchase history, and interactions, fostering a sense of relevance and strengthening brand-consumer relationships.

In an age where many modern forms of communication channels are swiftly taking over, Geraldine Chen, Business Development Manager, MessageBird, notes that email remains to be one of the most effective channels of communication out there for marketers with an anticipated return of $42 for every $1 invested. Aside from the high sales return it generates, email marketing strategies can be built with personalization and privacy in mind.

But how can marketers utilise click-worthy email marketing? Chen offered these pointers at a recently concluded webinar with MARKETECH APAC and MessageBird: (1) Segment ruthlessly, (2) Make counter-intuition work, and (3) Keep your list active and engaged. She shared examples of over 15 ways in which you can segment your audience lists that are available on-demand here.

Meanwhile, marketing leaders Alrick Oh, vice president of marketing at Coinhako and Nancy Almasco, marketing director at FlowerStore.ph also chimed in with their learnings and experiences. Representing each of their industries, the marketing heads talked about their insights and tips for marketers in executing programmable email marketing campaigns that are effective, improve conversion rates, and build brand-consumer relationships. Moreover, they also discussed how marketers can replicate success in their programmable email strategies and what pitfalls must they steer clear of.

All in all, the webinar covered how to successfully boost email marketing strategies using competitive user data as well as humanising email campaigns with automation strategies.

This industry event on programmable email was the third and last episode of the three-part webinar series, Connecting the CX Dots in 2023, hosted in partnership with MessageBird. 

If you missed going to the event, you may register HERE to obtain your on-demand access.

You can also register for on-demand access for the previous webinars under this webinar series, tackling conversational marketing and omnichannel journey mapping.

Singapore – The second leg of MARKETECH APAC’s webinar series on customer experience, Omnichannel Journey Mapping: Connecting the CX Dots in 2023, was recently concluded last 25 May, in partnership with MessageBird. The virtual industry event saw an insightful keynote presentation that gave an overview of the status quo of the omnichannel buyer journey as well as a panel discussion that probed how brands from the industries of e-commerce, FMCG, and retail are delivering their omnichannel customer experiences.

With social media, brand.com, and messaging apps now able to work in concert for brands to meet where consumers are, the opportunity brought by this always-on visibility also inevitably births challenges to marketers. Questions such as which channels are best for a brand’s omnichannel structure and how to keep a cohesive and consistent messaging despite their presence in individual digital platforms are what’s currently keeping marketing teams on their toes today.

The webinar was kicked off with a presentation by Merlvin Tan, the team lead for APAC sales at MessageBird. Tan, once and for all, drew the line between multichannel and omnichannel, where today, the two are still interchangeably confused. Setting the discussion in motion, Tan laid out their differences and how, ultimately, brands must aim for an omnichannel orchestration of their customer journeys. 

How brands are able to exactly do this? For a seamless brand experience, Tan provided four actionable steps: (1) Turning unknown to known, (2) Onboarding your customers, (3) Activating your first-party data, and (4) Measuring everything.  

Meanwhile, the panel discussion saw together in one space marketing leaders Iris Lee, the regional brand director at CARSOME; Bea Atienza, impactful brand experience lead at Colgate-Palmolive; Nancy Almasco, marketing director at FlowerStore.ph; and Neha Bhasin, the director of brand communications at ZALORA Group. 

Representing each of their industries, the marketing heads talked about the key components of a strong omnichannel strategy, leveraging and integrating useful data in order to build a meaningful CX, and the role of personalisation in the omnichannel buying journey. 

All in all, 93 attendees graced the webinar to learn how to successfully boost their omnichannel journey mapping strategies. Those who came to the event were from the industries of telecommunications, fintech, e-commerce, and retail, representing the brands Carmudi, Carousell, Clozette, FairPrice, Globe, JobStreet, Malaysia Airlines, Sephora, MyRepublic, and Payoneer. Most hailed from the market of Malaysia, followed by the Philippines, Singapore, India, Indonesia, and Hong Kong. 

The industry event on omnichannel journey mapping is the second theme under the three-part webinar series, Connecting the CX Dots in 2023, hosted in partnership with MessageBird. 

If you missed going to the event, you may register HERE to obtain your on-demand access. 

Meanwhile, this 21 June 2023, the series’ third leg was held to discuss the topic of programmable email.

Singapore – In a digital world where email remains a cornerstone of communication, programmable email allows marketers to go beyond static, one-size-fits-all messages and create dynamic, interactive experiences that drive customer engagement and boost conversions. But with users sometimes ignoring emails due to being bombarded with it constantly, how can marketers elevate their email marketing campaigns to correspond to individual customer experiences?

This June 21, MARKETECH APAC comes back with another discussion under its webinar series on customer experience ‘Connecting the CX Dots in 2023’ with the aim of helping brands and marketers alike carefully carry out an efficient and future-proof omnichannel journey mapping. The new webinar is the third of the series–following the first theme, conversational marketing, which tackled the challenges and opportunities marketers face in their conversational marketing efforts; and the second theme, omnichannel journey mapping, which tacked understanding of the omnichannel experience, and how marketers can make best use of it in their strategies.

Titled ‘Programmable Email: Connecting the CX Dots in 2023’, the webinar will feature a panel discussion with marketing leaders across the Southeast Asian region. In it, Alrick Oh, vice president of marketing at CoinHako and Nancy Almasco, marketing director at FlowerStore.ph–will be present to share their insights and tips for marketers in executing click-worthy programmable email marketing strategies.

The panel, titled ‘Making Your Way to Consumers’ Inbox: How to channelize customer behaviour to programmable email strategies’, will also discuss the following topics:

  • Understand: What do consumers really want to see in brand-led emails, how frequently do they want to receive them, and what timeslots are most optimal? 
  • Strategise: What email creatives and messaging are best for each generational cohort – Millennial, Gen Z, and Gen X? 
  • Personalise: How can brands develop a holistic email campaign that would deliver personalised messaging for each stage of the funnel? 
  • Repeat: How can marketers replicate success in their programmable email strategies and what pitfalls must they steer clear of?

Moreover, in a highly saturated environment, how can marketers create email campaigns that stand out from the rest? And how can a brand capture customers’ attention and differentiate themselves from competitors? To share more insights on how to elevate a brand’s programmable email marketing strategy, the webinar will also feature a keynote presentation by Geraldine Chen, business development manager at MessageBird. The presentation will further discuss the importance of competitive email intelligence which can be used to optimise campaigns and achieve better results.

Katherine Sy, regional head of content at MARKETECH APAC, said, “In the industry, a recurring phrase often heard is ‘email marketing is dead.’ Or are your customers simply ignoring one of the many emails they receive everyday? To truly make an impact, marketers must embrace creativity and forge emotional connections. Through authenticity and personalisation, the various generations of this era are sure to recognise the worth and value of your message. Join us as we uncover how to unleash the full potential of your email marketing campaigns and let these expert marketers prove this myth wrong.”

‘Programmable Email: Connecting the CX Dots in 2023’ is made in partnership with omnichannel communications platform MessageBird. Catch the third theme of MARKETECH APAC’s webinar series on customer experience on June 21, 2:00PM SGT by registering HERE. See you there!

Singapore – In an always-on and digital-first world, marketers are always on the lookout for solutions that will give their customers only the best experience. But with the intense competition in the easily accessible digital sphere as well as the numerous solutions made available for brands to leverage, how will companies be able to identify the correct path that will ensure a seamless experience across all the touchpoints of their omnichannel journey map?

This May 25, MARKETECH APAC comes back with another discussion under its webinar series on customer experience ‘Connecting the CX Dots in 2023’ with the aim of helping brands and marketers alike carefully carry out an efficient and future-proof omnichannel journey mapping. The session follows the previously conducted webinar ‘Conversational Marketing: Connecting the CX Dots in 2023’, which tackled the challenges and opportunities marketers face in their conversational marketing efforts.

Titled ‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’, the webinar will feature a panel discussion with marketing leaders across the Southeast Asian region. In it, Iris Lee, regional brand director at CARSOME, Bea Atienza, impactful brand experience lead at Colgate-Palmolive, Nancy Almasco, marketing director at FlowerStore.ph, and Neha Bhasin, director of brand communications at ZALORA Group will share their insights on omnichannel journey mapping.

The panel discussion, called ‘Solving the Omnichannel Conundrum: Creating a Seamless Customer Journey in an Always-On Digital Sphere’, will also tackle the following topics:

  • Linear is dead: Making sense of a customer journey that can start from anywhere — and lead to any channel
  • Alleviating friction: Meeting where the customers are in an always-on and digital-first buying journey
  • Bridging the silos: Integrating consumer data off different channels in the omnichannel structure 
  • Adapting the engagement: Operationalising the omnichannel path for brands’ different use cases

Marketers often look to identify and reduce points of friction in the customer journey, but they might not always know where to start. To give marketers some know-hows, the webinar will also feature a keynote presentation by Merlvin Tan, team lead – APAC sales at MessageBird, who will be discussing how to better understand what omnichannel should mean to brands and marketers, what tools and resources to use, and how to bring it all together for a seamless omnichannel journey.

“We’re now in the 2nd leg of our webinar series, Connecting the CX Dots in 2023, and the conversation is only about to get much better! First theme was all about conversational marketing, and come this May, we’re going a more expansive route to talk about the Omnichannel Journey Mapping,” said Shaina Teope, regional editor at MARKETECH APAC.

Teope added, “We’ve gathered different marketing leaders from top brands to help shed light on mapping our customer journey at a time when customers are active on a multitude of channels. Rest assured that after this discussion, brands will have gained a clearer path on their omnichannel marketing strategies.”

‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’, the second leg of MARKETECH APAC’s webinar series on customer experience, is made in partnership with omnichannel communications platform MessageBird. It will be followed by the webinar on programmable email, the last theme of the series, to be held on June 21 this year.

Catch ‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’ on May 25, 2:00 pm SGT by registering HERE. See you there!

Singapore – Last 27 April, we saw marketing leaders from the APAC region gathered in one virtual space to discuss how the customer experience has evolved to put a premium on instantaneous and real-time engagement. To kick off MessageBird and MARKETECH APAC’s webinar series, Connecting the CX Dots in 2023, the said first leg of the industry event put the spotlight on conversational marketing.

Messaging apps have transcended their purpose of being a platform for personal connections by evolving to being a significant part of how businesses communicate with their customers. With a multitude of messaging platforms now available, the asynchronous nature of brand-customer communications has put to the table a new set of demands, opportunities, as well as challenges that marketing teams are called to answer to.

This webinar, Conversational Marketing: Connecting the CX Dots in 2023, tackled these pointers with the help of an insightful keynote presentation and a well-represented panel of leaders. 

Merlvin Tan, the team lead for APAC sales at MessageBird, opened the webinar with a presentation on ‘Conversational Commerce – Increasing Customer Engagement & Improving Marketing Campaign Results’. 

Tan laid out the present state of user engagement and highlighted the three key priorities that are a common denominator amongst brands: Generating new business; Driving more conversions; and Building long-lasting relationships. 

Even more so, Tan walked us through the different stages of the conversational journey and how brands can initiate the best strategies for each one. From ‘Awareness’, ‘Consideration’, and ‘Purchase’ to ‘Retention’, Tan shared the ways brands can activate a two-way conversation that is personalised and relevant at each stage.

Meanwhile, the panel discussion was graced by Jia Nina, the country marketing head for Malaysia at BigPay; David Harling, the managing director of MoneySmart Group; ‘Preety’ Maneerat Rattiwarakorn, the partner manager for business messaging at Meta for APAC, and Raenald Renz De Jesus, ShopBack’s head of marketing for the Philippines.

Moderated by Tan himself, we learned how conversational marketing strategies are iterated in brands of different industries. 

Representing fintech companies BigPay and MoneySmart Group, e-commerce platform ShopBack, as well as one leader from Meta, attendees are given a picture of the non-negotiable factors in setting up an effective conversational marketing strategy as well as how these change and are refined when taking into consideration the unique pain points of consumers in different industries. 

90+ attendees benefited from our panellists sharing their own challenges when establishing and maintaining a two-way delivery of communication across channels. Ultimately, the panel touched on how AI and the emergence of ChatGPT4 can be operationalised to help in realising a conversation that is personalised and conversion-oriented. 

The webinar on conversational marketing is the inaugural event under the three-part webinar series, Connecting the CX Dots in 2023, hosted in partnership with MessageBird. 

If you missed going to the event, fret not, you can register HERE to obtain your on-demand access. 

Meanwhile, on 25 May 2023, join us on the series’ second leg which will discuss the topic of omnichannel journey mapping. Register to secure your spot HERE. 

Singapore – We are now navigating a consumer marketplace that is digital-first, and add to this the evolving presence of social media, we now see ourselves traversing a customer journey with an unprecedented level of ease and convenience. On the flip side, such boon has bred unique challenges for those that are putting the products on ‘digital shelves’ – the marketers. 

This April 27, MARKETECH APAC, the digital media and industry connector for marketing and tech in APAC, will be laying out the virtual stage to talk about the increasing importance of activating two-way communication between brands and consumers. The latter has gained greater control of when, how, and where they want to trail their buying journey, and as a result, the imperative for effective conversational marketing strategies has grown stronger. 

The webinar on April 27, Conversational Marketing: Connecting the CX Dots in 2023, has roped in a 4-person panel to ensure that audiences will be getting a deep and diverse perspective on present brand-led directions in conversational marketing, how they are continuously evolving, and ultimately, what immediate steps brands can do to develop and operationalise a strategy that would lead to real-time conversations. 

To be moderated by Merlvin Tan, team lead for APAC sales at MessageBird, the panel discussion will be hearing the insights of Jia Nina, the country marketing head for Malaysia at BigPay; David Harling, the managing director of MoneySmart Group; ‘Preety’ Maneerat Rattiwarakorn, the partner manager for business messaging at Meta for APAC, and Raenald Renz De Jesus, ShopBack’s head of marketing for the Philippines.

The panel discussion, From Conversation To Commerce: Leveraging Conversational Marketing to Generate Real-Time Conversions, will be picking the brains of seasoned industry leaders on three areas, which are the following: 

  • Picking up speed: How conversational marketing can shorten the path-to-purchase 
  • Establishing a two-way street: How to set up a conversation that honours two-way engagement over a one-way delivery
  • Maximising AI: How the sophistication of the new ChatGPT4 can actually help in a brand’s conversational marketing efforts

Meanwhile, within the virtual event, we will also be hearing a dedicated presentation on the topic which will focus on how brands can increase their customer engagement and improve marketing campaign results within conversational commerce. 

Through a keynote presentation by MessageBird’s Merlvin Tan, marketers will be able to learn the key statistics and trends within such marketing arena, discover the practices regarded as industry’s best as well as see which top engagement iterations, so far, have been delivered by brands in the APAC region. Most importantly, as customers show increasing affinity to engage with brands on asynchronous channels such as WhatsApp, Viber, Google Business Chat, WeChat, amongst others, Tan will be going over the trends, best practices, and consumer sentiments on consumer communications mediated by such messaging channels. 

“If there’s a top thing that makes communications off-putting for consumers at this period, it’s that when they sense a brand is only being transactional and all about the conversion. There’s a win-win strategy for both brand and consumers and at the heart of it is a two-way street conversation. Join us in this webinar as we gather the best minds in marketing to show us how we can realise effective and powerful conversational marketing approaches,” said Shaina Teope, Regional Editor of MARKETECH APAC. 

The webinar on conversational marketing is the first leg under the three-part webinar series on customer experience, ‘Connecting the CX Dots in 2023’. The tripartite industry event is made in partnership with omnichannel communications platform MessageBird and will be launching webinars for each of the months of April, May, and June.

Commented Rohan Chandhok, head of marketing at MessageBird, “Modern marketers can benefit from new ideas, practical insights and actionable tips on how to use conversational marketing techniques that work. Through this webinar, we’re excited to showcase real-life examples of how brands in APAC are using and benefiting from better use of conversational engagements.”

The two other events to be launched will be focusing on omnichannel journey mapping and programmable email. The former will take place on May 25, 2023, whilst the latter is slated on June 21, 2023. Head over to this link to know how you can take part in the series.

Do not miss out as we kick off the series with the inaugural webinar, Conversational Marketing: Connecting the CX Dots in 2023, which will happen on April 27, 2023, at 2 PM SGT. Register HERE to secure your spot. We hope to see you there. 

Singapore – We live in an always-on era and digital tech is at the forefront of this phenomenon. From commerce to payments, healthcare, education, food, logistics and travel, digital tech is at the centre of making this transformation real. 

Buyer journeys have grown to become fluid, where consumers have control of their actions and expect brands to facilitate that control – consumers’ preferred channel, location, and time. 

This makes the path-to-purchase, needless to say, no longer homogenous, but something that’s personal to the consumer — therefore immensely unpredictable. Consumers simply ‘go’ where they feel like going, but as marketers, it is our job to make sense of the pathway.

Enter ‘Connecting the CX Dots in 2023’, a webinar series through a partnership of MARKETECH APAC and omnichannel communications platform MessageBird. In this three-part dialogue, we aim to discuss the inevitable challenges that come with the convenience of digital to orchestrate a customer experience that consistently delivers customer delight.

As an industry connector for the marketing community in APAC, MARKETECH APAC is staying true to its mission of enriching marketers in the region with the tools and resources essential to succeed in the business of marketing. Customer experience has tremendously shape-shifted with the continuously emerging innovations in the landscape, and with this, we aren’t wasting a sec to discuss what is now and happening. 

“Connecting the CX Dots in 2023 Webinar Series will be addressing three of the most important areas in customer experience and focus on the unique challenges and opportunities for marketers in Southeast Asia. We encourage the marketing community to make the most of this opportunity, by actively participating on the community platform,” said Danielle Ong, head of sales for East and Southeast Asia at MessageBird.

In April, we are going to kick off the series with a discussion on conversational marketing. When we think of such, chatbots are the first thing that comes to mind, but with this dedicated webinar, we are going to expound the conversation and bring a holistic view of the marketing strategy that is putting a premium on real-time two-way interaction between brands and consumers. 

Come the month of May, we’ll be shifting the spotlight to the overarching discussion on omnichannel journey mapping. Modern and contemporary CX is multifaceted and such dynamic breeds an equal multitude of operational points that is yearning to be optimised and addressed. Through this, we can check our current roadmaps against what has worked and hasn’t been working for others.

Ultimately, in June, we are going to culminate the series by mounting a discussion on the classic communication channel, that is email. We are going to see for ourselves how programmable emails have changed the game. On the receiving end of such tech, how can we ultimately adapt to and leverage its features to make consumers pay attention to us through their inboxes? In this conversation, we seek to provide answers.

Commented Joven Barceñas, CEO and founder of MARKETECH APAC, “We are thrilled to be collaborating with MessageBird on this one-of-a-kind opportunity to bring together CX leaders from Asia as speakers for our three-part webinar series. By providing a platform for learning from industry experts, we hope to address the need for marketers to deliver a seamless and personalised customer experience. Join us for one of our upcoming webinars and be a part of the conversation that is shaping the future of customer experience.”

Up to date, here are the confirmed speakers from the region that will be gracing the virtual stage to lead the webinar series on CX:

  • Gino Riola, Chief Marketing & Communications Officer, Allianz PNB Life
  • Jia Nina, Country Marketing Head, Malaysia, BigPay 
  • Ravi Shankar, Chief Marketing Officer, CARSOME
  • Bea Atienza, Impactful Brand Experience Lead, Colgate-Palmolive
  • Nancy Almasco, Marketing Director, FlowerStore.ph
  • Waikuan Wong, Head of Airlines Global Marketing, Malaysia Airlines
  • Merlvin Tan, Team Lead – APAC Sales, MessageBird
  • ‘Preety’ Maneerat Rattiwarakorn, Partner Manager, Business Messaging, APAC, Meta
  • Neha Bhasin, Director of Brand Communications, ZALORA Group

Do not miss out on Connecting the CX Dots in 2023. Take note of the following dates of each webinar to secure your spot in all three:

Click the links to head over to the official event landing pages and register. Sign up now to bring yourselves up to spread with the trailblazing pivots in CX.