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

會議 第二天: 2019年3月20日(三)

CONFERENCE DAY TWO: WEDNESDAY 20 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

CUSTOMER EXPERIENCE EXCELLENCE

9:00 am - 9:30 am KEYNOTE: Advancing Customer Experience with Effective Contact Centre Digitisation and Transformation

  • Investing in the transition of voice-oriented contact centres to ‘sales through service’ centres
  • Aligning strategies, structures, processes and technology tools to deliver customer value across all channels
  • How can next generation contact centres leverage digital opportunities and scale up to a customer centre of excellence?

9:30 am - 12:00 am From Contact Centres to Customer Engagement Hubs - Charting a Successful Organisational and Cultural Digital Roadmap

Philip Joseph - Chief Officer Customer Experience & Service Operations, Ooredoo Myanmar
  • Creating a customer-centric business and organisational mindset shift to compete in the digital age
  • The ‘uberisation’ of contact centres: Refining operations and workforce mobility to meet changing customer needs
  • Disrupting the status quo: Turning contact centres into engagement hubs that fits in the broader context of customer service
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Philip Joseph

Chief Officer Customer Experience & Service Operations
Ooredoo Myanmar

10:00 am - 10:30 am Delighting Agents and Unifying Customer Experience in a Multi-Channel World

  • Delivering connected customer experience through multi-channel integration
  • Interconnecting the functionalities of your contact centre and CRM strategy to extend selfservice capabilities
  • Maximising agility, collaboration and productivity with a robust enterprise architecture

(Reserved for Salesforce)

10:30 am - 11:15 am Morning Refreshment Break

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

CUSTOMER EXPERIENCE

11:15 am - 11:45 am Value Creation through Contact Centre Assurance and Customer Experience Excellence
      How to monitor live deployment and plan for expansion or expected spikes in call volume
      Effectively detecting and managing performance issues across the entire communications network
      Empowering contact centres to reduce operational costs, maximise customer retention and grow top-line revenue
 
(Reserved for sponsor)

CUSTOMER EXPERIENCE

11:45 am - 12:15 pm Building Digital, Connected and Adaptive Customer Experience in Next Generation Contact Centres
Kailash Ramalingam - Regional Head, DBS Customer Centre & Service Platforms, DBS Bank
  • Rethinking and materialising connected customer experiences in the age of digital
  • What does it take from designing the user interface to a complete customer journey?
  • Establishing strategic investment roadmaps to develop customer-centric contact centres
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Kailash Ramalingam

Regional Head, DBS Customer Centre & Service Platforms
DBS Bank

CUSTOMER EXPERIENCE

12:15 pm - 12:45 pm Customer Experience Transformation and a Blended AI Approach to Service and Support in the Age of Digital
      Unifying interaction channels and knowledge bases to enable multi-channel end-to-end management
      Acquiring actionable business insights and demystifying the complexities of customer experience
      How can managed service delivery positively impact customer service, agent productivity and revenue strategies?
 
(Reserved for sponsor)

CUSTOMER EXPERIENCE

12:45 pm - 2:00 pm Networking Lunch

CHANNEL MANAGEMENT

11:45 am - 12:15 pm Evolving the Omni-Channel Strategy for a Cohesive and Seamless Customer Experience
Patrick Ong - Manager, Solutions Consulting - Southeast Asia, Genesys
      Connected listening: Challenges and opportunities in designing an integrated omni-channel customer experience
      Uncovering inconsistencies across customer touchpoints and breaking down functional silos to streamline performance
      Bringing AI into customer experience to create superior business outcomes for all customers 
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Patrick Ong

Manager, Solutions Consulting - Southeast Asia
Genesys

CHANNEL MANAGEMENT

12:15 pm - 1:45 pm Revolutionising Customer Engagement and Loyalty through Personalisation
      The importance of personalisation in your customer experience strategy
      Understanding behaviors and personas to connect the dots on customer experience
      Having consistent insight-driven personalisation embedded into all channels

CHANNEL MANAGEMENT

12:15 pm - 12:45 pm Programming Voice Bots to Supplement Voice Channels
      Putting conversational AI at the forefront of a contact centre’s digital agenda
      Evolving bots into intelligent agents that drive unified and collaborative customer engagement
      Harnessing the benefits of AI-powered chatbot interactions
 
(Reserved for sponsor)

CHANNEL MANAGEMENT

12:45 pm - 2:00 pm Networking Lunch

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

CUSTOMER EXPERIENCE

2:00 pm - 2:45 pm PANEL: How are Digital Channels Unlocking New Opportunities for Contact Centres to Own the Customer Experience?

Anuchit Khamnoi - Head of Customer Service & Community, LINE Mobile
Anjali Kalia - Head of Consumer Connections, APAC, Reckitt Benckiser Health
  • Managing and optimising digital channels for a competitive advantage
  • Transiting to ROI-driven contact centres: Insights to improving customer engagement, NPS scores and brand loyalty
  • Opening doors to new customer segments with the deployment of digital technologies
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Anuchit Khamnoi

Head of Customer Service & Community
LINE Mobile

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Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

CUSTOMER EXPERIENCE

2:45 pm - 3:15 pm A Data-Driven Approach to Mapping the Customer Journey

  • Categorising and analysing customer data for holistic service improvements
  • Leveraging data to reshape customer interactions and make informed decisions
  • Utilising customer journey analytics to attain real business impact

CUSTOMER EXPERIENCE

3:15 pm - 3:45 pm Afternoon Refreshment Break

CHANNEL MANAGEMENT

2:00 pm - 2:45 pm PANEL: Canvassing Upsell and Cross-Sell Opportunities to Optimise Revenue Generation
Abhishek Arora - Executive Director, Digital Commerce Automation, Standard Chartered Bank
      Realising the value of the service channel in revenue generation
      Enhancing customer lifetime value by improving acquisition, retention and cutting churn
      Setting and realising revenue goals at all levels of the contact centre
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Abhishek Arora

Executive Director, Digital Commerce Automation
Standard Chartered Bank

CHANNEL MANAGEMENT

2:45 pm - 3:15 pm Uncovering Timely and Actionable Insights with a Single Customer View
      Barriers to creating a single customer view and unifying disparate data across internal systems
      Achieving a holistic real-time view of customer profiles and preferences
      Evaluating the short and long-term impact of service experience on customer value drivers

CHANNEL MANAGEMENT

3:15 pm - 3:45 pm Afternoon Refreshment Break

MONETISING CUSTOMER INSIGHTS

CUSTOMER EXPERIENCE

3:45 pm - 4:15 pm How can Sharing Real-Time Customer Feedback on the Frontline Boost Contact Centre Performance?
Harpreet Ghai - Consumer Relations Director - Asia, Middle East & Africa, GlaxoSmithKline (GSK)
  • Implementing contact centre analytics to acquire real-time customer feedback
  • Making the leap to a transparent culture on the contact centre floor
  • Missteps to avoid when capturing and actioning on customer feedback
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Harpreet Ghai

Consumer Relations Director - Asia, Middle East & Africa
GlaxoSmithKline (GSK)

  • Asking the right questions to better converse with customers and perform root cause analysis
  • From touchpoints to journeys - Seeing the world as customers do
  • Decreasing contact centre cost metrics through improved call resolution and deflection
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Rudy Dalimunthe

Vice President, Operations
Tokopedia

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Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking
RHB

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Babul Balakrishnan

Head of Customer Experience - Asia Pacific
DHL eCommerce

CUSTOMER EXPERIENCE

5:00 pm - 5:15 pm Chairman’s Closing Remarks & End of Summit

CHANNEL MANAGEMENT

3:45 pm - 4:15 pm Augmenting Traditional Call Centre Experience to Transform Customer Service and Interactions
Olga Quiros - Director, Customer Operations - Asia Pacific, Expedia Group
      Attaining new levels of operational efficiency with contact centre digitalisation
      Determining channel objectives and maturity in delivering differentiated customer experiences
      Cost versus service quality - What are the potential trade-offs?
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Olga Quiros

Director, Customer Operations - Asia Pacific
Expedia Group

      The ‘outside-in’ approach to assessing multi-channel performance and prioritising customer contact points
      Looking beyond omni-channel experience: Steering customers to channels that best suit their communication preferences and purchasing patterns
      Achieving profitable growth with effective customer engagement, servicing and retention
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Diane Magers

CEO
Customer Experience Professional Association

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Raj Chaudhuri

Director, Customer Fulfillment Network
American Express

Andrew Lim

Head, Regional Contact Centre
OCBC Bank

CHANNEL MANAGEMENT

5:00 pm - 5:15 pm Chairman’s Closing Remarks & End of Summit

* 活動內容有可能不事先告知作更動及調整。