2019年3月18-21日
新加坡, Sofitel Singapore City Centre

會議 第一天: 2019年3月19日(二)

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

8:00 am - 8:45 am Registration & Coffee & Tea

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Bart Taylor

Chief Operations Officer, Malaysia, Singapore & Indonesia
Allianz Worldwide Partners

FUTURE PROOFING CONTACT CENTRES

9:00 am - 10:00 am CXO PANEL: Realising Scalable and Profitable Customer Engagement Hubs in the Digital Era

Mao Gen Foo - Head of Southeast Asia Qualtrics
  • Reinventing contact centres for a customer empowered world
  • Reconfiguring traditional customer care and positioning contact centres as a strategic advantage to the broader organisation
  • What are the underlying growth opportunities for today’s contact centres amidst technology disruptors at play?

Mao Gen Foo

Head of Southeast Asia
Qualtrics

10:00 am - 10:30 am Winning with Artificial Intelligence: How to Future Proof Customer Service and Increase ROI in Contact Centres

Lindsay Brown - Vice President - Asia Pacific & Japan, LogMeIn
  • Best approaches to integrating artificial intelligence within contact centre operations
  • Transforming customer interactions and agent support with AI-powered customer service
  • Empowering businesses to deliver smarter, faster and frictionless customer experience in a technology-rich era

Senior Executive, LogMeIn

Lindsay Brown

Vice President - Asia Pacific & Japan
LogMeIn

10:30 am - 10:45 am Speed Networking

10:30 am - 11:00 am Morning Refreshment Break

DIGITISATION & TRANSFORMATION

DIGITAL TRANSFORMATION

11:15 am - 11:45 am Combining the Best of Technology and Human Ingenuity to Modernise Contact Centre Architecture
Martin Taylor - Global Chief Marketing Officer, Content Guru
  • Renewing legacy infrastructure to better serve digital-savvy customers
  • Migrating contact centres to support omni-channel customer experiences
  • Driving highly personalised interactions and contextually relevant customer engagement across all touchpoints
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Martin Taylor

Global Chief Marketing Officer
Content Guru

DIGITAL TRANSFORMATION

11:45 am - 12:15 pm Transforming Customer Engagement with Digital Self-Service Tools
Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
  • Incorporating self-service as an integral part of the overall customer experience strategy
  • Simplifying customer experience and ensuring efficient interactions with omnichannel self-service
  • Scaling up digital assets to enhance self-service capabilities
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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

DIGITAL TRANSFORMATION

12:15 pm - 12:45 pm From Smartphones to Digital Channels to Voice Assisted Devices: The Future of Customer Engagement
Brandon Penn - Head of Market Strategy, Twilio
      Keeping pace with emerging new age technologies in the market
      Tailoring your customer strategy to meet the ever-changing expectations of consumers
      How can organisations successfully move from closed business models of the past to open and evolving models of the future?
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Brandon Penn

Head of Market Strategy
Twilio

DIGITAL TRANSFORMATION

12:45 pm - 2:00 pm Networking Lunch

OPERATIONAL EXCELLENCE

11:15 am - 11:45 am Contact Centre Evolution and the Workforce Upskilling Race - Can We Close the Gap?
Brent Holland - Executive Vice President, Customer Solutions, FurstPerson Inc.
  • Decoding super agent personas amidst the changing nature of work
  • Integrating recruitment, operations and your talent strategy
  • Refining the measure of customer impact and its practical applications
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Brent Holland

Executive Vice President, Customer Solutions
FurstPerson Inc.

OPERATIONAL EXCELLENCE

11:45 am - 12:15 pm Maintaining the Personal Touch in Customer Contact - How can Humans and Machines Best Co-Exist?
Sudesh Thevasenabathy - Head of Customer Experience, AXA Hong Kong
      Personalising the contact centre experience with the optimal mix of human and AI
      Enabling rich and intelligent interactions to boost customer satisfaction and loyalty
      Scaling customer service and deploying support automation without losing the personal touch
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Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

OPERATIONAL EXCELLENCE

12:15 pm - 12:45 pm Digitising and Automating Contact Centre Operations to Drive Customer Excellence
Matan Trogan - Director of Sales - Asia Pacific, Kryon Systems
      Automating contact centres at a pace that matches customer demand - What are the common pitfalls and lessons learnt?
      Redesigning processes and workflow automation to achieve operational excellence
      Fuelling call centre nirvana by striking the right balance between workforce intelligence and smart automation
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Matan Trogan

Director of Sales - Asia Pacific
Kryon Systems

OPERATIONAL EXCELLENCE

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE A: Maximising the Revenue Opportunity with Intelligent Live Chat
Vinod Chandramouli - Global Head, Pre-Sales & Marketplace, Freshworks
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Vinod Chandramouli

Global Head, Pre-Sales & Marketplace
Freshworks

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE B: Advancing Conversational AI and the Mainstream Adoption of Chatbots
Martin Taylor - Global Chief Marketing Officer, Content Guru
Ricky Hi - Director, Operations, National Dental Centre Singapore
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Martin Taylor

Global Chief Marketing Officer
Content Guru

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Ricky Hi

Director, Operations
National Dental Centre Singapore

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE C: Delighting your Customers with Multilingual Virtual Assistants
Peiru Teo - Chief Executive Officer, KeyReply

Peiru Teo

Chief Executive Officer
KeyReply

DIGITAL SELF-SERVICE

3:30 pm - 4:00 pm Afternoon Refreshment Break

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE E: The Use of Data Analytics to Drive Customer Loyalty and Retention

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE D: Visualising Customer Journeys in an Omni-Channel World

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE F: Beyond Listening to Understanding: Capturing the Voice of your Customer

CUSTOMER INSIGHTS

3:30 pm - 4:00 pm Afternoon Refreshment Break

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE J: First Contact Resolution Strategies and Total Customer Lifecycle Management

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE K: Improving NPS and Customer Satisfaction across Multiple Touchpoints
Prasanth Thomas - Vice President, Innovation Platforms, Digital and Technology, Sembcorp Industries
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Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE L: Boosting Operational Efficiency with Workforce Reskilling and Optimisation

SERVICE INNOVATION & EFFICIENCY

3:30 pm - 4:00 pm Afternoon Refreshment Break

WORKFORCE MANAGEMENT & VALUE CREATION

DIGITAL TRANSFORMATION

4:00 pm - 4:30 pm CX Transformation in the age of WhatsApp, Apple Business Chat & WebRTC: Learnings from live implementations
Sudarshan Dharmapuri - Senior Vice President, Product Management, IMImobile
         Delivering a channel agnostic yet channel aware experience across inbound and outbound interactions
         Unlocking the power of automation before, during and after customer contact
         Powering exceptional customer service by leveraging blended AI
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Sudarshan Dharmapuri

Senior Vice President, Product Management
IMImobile

DIGITAL TRANSFORMATION

4:30 pm - 5:00 pm Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent

Glenn Birkelev - Regional Director & Head of Customer Support - Asia Pacific, Travelport
  • Integrating cloud and its service ability to drive exceptional contact centre performance
  • Using the right technologies and customer channels to offer service where it matters
  • Emphasis of the contact centre as a strategic resource to driving customer experience for business value creation and differentiation
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Glenn Birkelev

Regional Director & Head of Customer Support - Asia Pacific
Travelport

DIGITAL TRANSFORMATION

5:00 pm - 5:45 pm PANEL: Advancing Customer-Centric Transformation and Digital Innovation in Shaping Contact Centres of the Future Adopting a customer-first strategy
Raynu Niyomdechar - Group Vice President of Customer Experience, FWD Group
Anila Fredericks - Head of Customer Service Operations, Telstra
  • Adopting a customer-first strategy in the digital transformation and innovation of contact centres
  • Effectively integrating voice and digital channels into the new customer contact ecosystem
  • Proven strategies to achieve customer experience excellence, cost savings and revenue maximisation
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Raynu Niyomdechar

Group Vice President of Customer Experience
FWD Group

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Anila Fredericks

Head of Customer Service Operations
Telstra

DIGITAL TRANSFORMATION

5:45 pm - 6:00 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

OPERATIONAL EXCELLENCE

4:00 pm - 4:30 pm Improving Outsourced Agent and Employee Engagement
      What are some key business considerations and how to evaluate best fit when outsourcing core competencies?
      Increasing transparency and accountability for agent performance standards and workflow processes
      Realising the benefits and impact of employee engagement on customer loyalty and brand perception

(Reserved for sponsor)

OPERATIONAL EXCELLENCE

4:30 pm - 5:00 pm Empowering Business Decisions and Employee Experience with Workforce Analytics
      Managing a multi-generational contact centre workforce
      Practical approaches to integrated workforce planning and optimisation
      Bridging the gap between human capital and business outcomes with workforce analytics
  • Redefining contact centre KPIs for customer success
  • Striking a balance between agent productivity and efficiency while meeting service standards and goals
  • Implementing a quality monitoring program that propels continual improvement and performance excellence
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Kavan Sito

Regional Head of Customer Operations
Shopee

Clement Teo

Regional Head of Service Delivery
Aspire Lifestyles

Selvaraj Willing

Managing Director, Asia Pacific Operations
IWG

OPERATIONAL EXCELLENCE

5:45 pm - 6:00 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

* 活動內容有可能不事先告知作更動及調整。