Service Excellence in the Omni-channel Era

About this Conference

The emergence of the 'Omni-channel' is fundamentally changing the concept of business operating models, offering service delivery and customer engagement activities that blend online and offline channels easily.

Though the Omni-channel movement is young, progress is rapid, and huge strides are being made by cutting edge retailers, banks, and public agencies who are creating the most dynamic experience yet for their customers. With early development focusing on simple crossovers between websites, helpdesks, and physical outlets, the omni-channel model is evolving quickly and is expected to develop into a fully harmonised model of service delivery and engagement channels, enabling customers to take many different cross-channel journeys, perfectly tailored to meet their individual expectations.

Join the Conference to Discover:

  • Why your business can’t afford to ignore the rise of the omni-channel
  • How the omni-channel will impact organisations
  • How to synthesise the economic trends and drivers behind omni-channel service
  • The strategy, models and approaches that can move your company towards omni-channel service

Article on "Omni-Channel Retail"

Our Service Innovation Lecturer, Sam Cammiss, demystifies this emerging concept for retail operational models and outlines key challenges for effective implementation. Read more.

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Who Should Attend

CEO, COO, CIO, Directors & Managers of Customer Experience, Customer Service, Call Centres, Operations, Service Innovation, Human Resource, Transformational Office, Marketing, Sales & Business Development from all industries, especially those from the Retail, Tourism, Hospitality and Financial Services. There is a special pricing for SMEs.

Date / Time / Venue
  • 11 November 2014, Tuesday
  • 9:00am – 5:10pm (Registration & Project Showcase begin at 8:00am)
  • Novotel Singapore Clarke Quay
    Level 6, Phoenix 1 Ballroom
    177A River Valley Road
    Singapore 179031
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  • S$535 per participant (Non-SME)
  • S$214 per participant (Non-SME, for companies sending 3 participants and more)
  • S$107 per participant (SMEs)
    Above fees are inclusive of 7% GST.

Registrations is closed.


8:15am Registration and Networking Coffee/Tea
9:00am Designing the omni-channel retail experience
Thought-process behind the Apple, and other omni-channel focused retail stores

Tim Kobe Founder & CEO of Eight Inc

The contemporary retail experience is evolving more rapidly than ever before. Businesses that adapt and grow ahead of customer expectations are flourishing in this new retail economy, yet many businesses are failing to adapt. This talk warns that there is no room for complacency in the fast changing omni-channel era, illustrating how physical, digital and mobile services can be redesigned to create a seamless customer journey that will redefine the retail experience and transform customer engagement.

9:40am Delivering excellent customer service in the omni-channel era

Ian Wilson Senior Vice President (Hotel Operations), Marina Bay Sands

The perfect hotel stay should be effortlessly relaxing and hassle-free. In the omni-channel era, guests demand even more: streamlined, seamless customer service, available on demand. Maintaining customer service excellence in a hotel with 2561 rooms, and 98.7% occupancy, is no mean feat in itself. With the ever increasing expectations of an omni-channel savvy customer base, this challenge becomes doubly hard. This talk will illustrate the innovative approaches adopted by Singapore’s largest hotel in order to continue to exceed customer expectations.

10:20am Networking Refreshment Break
10:50am Creating unforgettable customer experiences

Philip Whittaker Chief Marketing Officer, Themed Attractions and Resorts

While customers may not remember the details of the service they receive, they will remember the way the experience made them feel. Creating unforgettable customer experiences requires a service design approach that places the customer at the heart of the process. Sharing insights from one of the region’s most exciting themed attractions, this talk will demonstrate why businesses need to re-think the way they deliver customer service if they are to succeed in the omni-channel era.

11:30am Panel discussion on Strategy & design of service excellence

Panelist: Tim Kobe, Philip Whittaker & Dr Boaz Boon
Moderated by Lim Swee Cheang, Director & CEO, NUS-ISS

12:30pm Lunch
1:30pm User experience design for omni-channel customer service

Rob Findlay Customer & Innovation Culture Lead, DBS Bank

While the financial services sector is on a mission to make banking more engaging and user friendly, the challenges of consistent omni-channel customer service tend to be heightened by legacy infrastructure and complex security systems. This talk will examine the role of user experience design in creating seamless omni-channel customer services, highlighting the opportunities associated with multi-channel engagement, and drawing upon insights gained during DBS’s quest for omni-channel service excellence.

2:10pm Building retail loyalty through omni-channel

Andrew Roth Founder of Perx

The personalised, cross-channel consumer experience is at the heart of the omni-channel. Not only do consumers want to access services and goods through various means, they also want to be delighted along the way. This talk illustrates the power of the omni-channel to drive customer engagement, loyalty, and growth across multiple marketing and sales channels, highlighting the powerful techniques that will draw customers in to omni-channel retailing.

2:50pm The Leadership Challenges of the Omnichannel Enterprise

Stuart Smith Chief of Service Innovation, NUS-ISS

The omni-channel customer or citizen is here and most service organisations are not ready. The rapid growth of digital technologies and integrated service approaches means that organisations now manage multiple touchpoints with their customers. Some organistions are leading the way and are responding with innovative approaches which deliver omni-channel service benefits. What are the driving forces underpinning this omni-channel phenomenon, and is it here to stay? Stuart will outline how leadng organisations are adapting and exploiting this trend.

3:20pm Designing experiences

Mark Wee Director, Experience Design, ONG&ONG

How does an institution approaching its fifth century embrace a digital strategy for communications and engagement? With a lot of shared best practices — and a culture that can support change management. This talk will address challenges and ideas for bringing digital change to enterprise institutions, and offer concrete case studies where outward-facing experience design and measurement informed new digital approaches.

Great experiences are empathetic. Whether designed to surprise and delight, or to make life easier and less complicated, this talk will demonstrate the inherent value of knowing your user before trying to design for them, illustrating some of the techniques that can help achieve true insight. Drawing upon diverse case studies, from reimaging banking for under 25s, to designing an immersive entertainment experience across a leisure resort, this talk illustrates the power of empathy and engagement in creating transformative, winning experience design formulas that can power customer growth.

4:20pm Panel Discussion on Future trends of service excellence in the omni-channel era

Panelist: Rob Findlay,Andrew Roth & Mark Wee
Moderated by Stuart Smith, Chief of Service Innovation, NUS-ISS

5:10pm Thanks & Goodbye

Programme updated as at 10 Nov 2014 and may be subjected to changes.

Speaker's Bio

Tim Kobe Mr. Tim Kobe Founder & CEO of Eight Inc

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Mr. Tim Kobe Founder & CEO of Eight Inc

Tim Kobe founded the award winning, strategic design firm Eight Inc. in 1989.

Eight has established itself as a global leader in innovation and branded experience, working with companies such as Apple, Virgin Atlantic, Nike, Coke, and Citibank. Prior to Eight, Tim co-founded West Office Design Associates in 1987.

Tim has substantial lecturing experience, including on behalf of the US State Department. He is trustee at Art Center College of Design, Chairman of the Academic Affairs Committee, and board member for the Grabhorn Institute.

Rob Findlay Mr. Rob Findlay Customer & Innovation Culture Lead, DBS Bank
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Mr. Rob Findlay Customer & Innovation Culture Lead, DBS Bank

Rob currently leads the customer culture and innovation practice at DBS. Prior to this, he was Director of Innovation for BlackBerry Asia Pacific.

Rob began his career in the creative industry, running his own brand and design company. Transitioning to financial services, Rob led the customer experience for National Australia Bank’s direct banking channels, and led a culture change programme at OCBC. Since 2007 he has authored The Bank Channel, an innovation thought leadership resource. In 2011, he founded Next Bank, an open and collaborative community driving change in the banking industry.

Mr. Philip Whittaker Mr. Philip Whittaker Chief Marketing Officer, Themed Attractions and Resorts Sdn Bhd View Biography

Mr. Philip Whittaker Chief Marketing Officer, Themed Attractions and Resorts Sdn Bhd

Philip Whittaker has 20 years’ experience in sports and entertainment marketing, working with leading Australian and global brands. His career started in hotel management with Sheraton Hotels International, followed by a move into sports marketing where he worked with leading sports such as Australian Rugby League. He also held senior roles with Warner Village Theme Parks, Warner Bros. Consumer Products and Goodwill Games. Whittaker holds a degree in Hotel Management (with Distinction) from Griffith University and a Masters of Business in Marketing (with Distinction) from Queensland University of Technology.

Mr. Andrew Roth Mr. Andrew Roth Founder of Perx

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Mr. Andrew Roth Founder of Perx

Andrew has over twelve years' of experience in technology project management and business development. Prior to Perx he worked at Accenture, and as Vice President of Marketing at Inovaware. He was also co-founder of, which connected businesses with new customers.

In 2009 he launched, Hawaii’s first and premier group buying platform, with his business partner. The company was sold in 2011, when Andrew and his partner launched the Perx mobile CRM application in Singapore.

Mr. Ian Wilson Mr. Ian Wilson Senior Vice President, Hotel Operations, Marina Bay Sands

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Mr. Ian Wilson Senior Vice President, Hotel Operations, Marina Bay Sands

The Senior Vice President of Hotel Operations for Marina Bay Sands (MBS) boasts broad Hospitality Industry expertise. Prior to joining MBS in 2013, Ian oversaw Fairmont’s growth in Asia for six years.

He leads hotel operations for the 10 million square foot MBS Complex, managing 4000 employees and operations across the resort, including 2561 hotel rooms, six celebrity chef restaurants, SkyPark, the world’s highest Infinity Pool, Retail, Call Centre, valet parking, and Banyan Tree Spa.

Ian holds a Master’s Degree in Hotel Administration from Cornell University.

Mr. Mark Wee Mr. Mark Wee Director, Experience Design, ONG&ONG

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Mr. Mark Wee Director, Experience Design, ONG&ONG

Mark is the Founder & Director of OXD, the Experience Design studio at ONG & ONG. The studio takes a human-centered, design-based approach to helping organisations innovate and grow. Mark pioneered the use of design thinking in the area of organisational change in Singapore and has worked with clients like the Singapore Stock Exchange, Ministry of National Development, Housing & Development Board & Changi Airport Group.

An award-winning architect, Mark’s projects have been featured extensively in international design publications.

Mark was the Chair of the Architectural League under the Singapore Institute of Architects, where he serves as a council member.

Mr. Boaz Boon Yean Leong Mr. Boaz Boon Yean Leong Senior Vice President (Learning & Development), CapitaLand Ltd View Biography

Mr. Boaz Boon Yean Leong Senior Vice President (Learning & Development), CapitaLand Ltd

As SVP (Learning & Development), he will be responsible for enhancing CapitaLand’s real estate and technical capabilities through the design and delivery of programmes. He delivers a holistic and integrated approach which includes forging strategic partnerships with educational institutions, and bringing attention to the latest real estate innovations and thinking to CapitaLand through news, case studies, speaker seminars, and other collaborations.

His previous appointment in CapitaLand as Head of Research covers economic and real estate market research in China, Singapore, Malaysia, Vietnam, Thailand, Indonesia, Japan, India, UAE, Kazakhstan, Russia and London. His research covered the residential, office, retail, serviced apartment markets, integrated resorts, industrial and logistics space, and real estate financial products like REITs and Property Funds.

He holds a Ph.D from Cambridge University (UK). Prior to joining CapitaLand in 2001, he was an assistant professor in the Department of Real Estate (NUS) in charge of the Real Estate Market Analysis and Urban Management modules. He has also spent some time in the Ministry of National Development in charge of Public Housing. He has been invited to teach and deliver papers in many institutions. Amongst them were the World Bank, International Monetary Fund and Bank for International Settlement.

Mr. Lim Swee Cheang Mr. Lim Swee Cheang Director & CEO, Institute of Systems Science

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Mr. Lim Swee Cheang Director & CEO, Institute of Systems Science

As Director & CEO of ISS, Swee has been instrumental in leading ISS education and consulting programmes since 1984. At present, he is a member of the Advisory Committees of Nanyang Polytechnic and Republic Polytechnic, a member of the NSL Ltd’s (formally known as Natsteel Ltd) Corporate Research and Development Advisory Panel, as well as an appointed Director of EZ-Link Board. In 2006, Swee initiated and set up the e-Government Leadership Centre in partnership with Infocomm Development Authority of Singapore (IDA) and the Lee Kuan Yew School of Public Policy. Swee was pivotal to the successful implementation of the ISS Continuing Education and Training (CET) Centre guided and funded by the Singapore Workforce Development Agency (WDA) and IDA.

Mr. Stuart Smith Mr.Stuart Smith Chief, Service Innovation Practice, Institute of Systems Science View Biography

Mr. Stuart Smith Chief, Service Innovation Practice, Institute of Systems Science

Stuart is an expert in service transformation and innovation. His experience spans major private and public-sector clients around the world. After graduation, Stuart was employed as a consultant advising organisations on environmental monitoring and policy. During the boom, Stuart was headhunted to join a major global telecoms firm working in an "Internet Centric" service strategy team, which developed and delivered some of the most ambitious service innovation projects of the time primarily using internet based technologies. Since returning to the consulting world, Stuart has acted as CEO of Wood Holmes creating a niche innovation company that works around the world on complex service innovation, digital innovation and sustainability consulting.