2019年6月19-20日 | 新加坡, Equarius Hotel

會議 第一天

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

8:45 am - 9:00 am Chairman’s Welcome Remarks

9:15 am - 9:45 am Beyond the Hype: Realising Scalable and Profitable Chatbots Across the Enterprise

      What are the market opportunities for chatbots amidst technology disruptors in the age of customer?
      How can chatbots elevate next generation digital experiences?
      Ensuring enterprise readiness and operating synergies for chatbot integration

9:45 am - 10:15 am Integrating Chatbots into the Wider Organisational Customer Experience Strategy

      Transforming organisations and new age customer engagement with chatbot channels
      Developing customer experience strategies around chatbots for a competitive advantage
      Delivering a single-view chatbot experience to personalise, engage and delight customers

10:15 am - 10:30 am Speed Networking

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

11:00 am - 11:30 am Pitfalls and Lessons Learnt from Chatbot Implementation

Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
      Keeping abreast of changing customer engagement preferences and the technology advancements in chatbots
      Strengthening digital capabilities to harness the full potential of bots
      What are the essential factors to keep in mind for successful chatbot implementation? 

Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

11:30 am - 12:15 pm PANEL: Evaluating Chatbot Platforms and Benchmarking Performance Metrics against other Channels

      Setting chatbot KPIs to measure channel effectiveness
      Driving chatbot improvements and customer uptake in digital self-service
      What are the best tools for measuring bot analytics and performance?

12:15 pm - 12:45 pm Augmenting Voice and Digital Channels with AI-Powered Chatbots to Create, Elevate and Capture Customer Value

Martin Taylor - Global Chief Marketing Officer, Content Guru
      Improving customer engagement with AI-driven insights
      Powering chatbots to effectively anticipate and respond to customer needs
      Achieving customer experience excellence through personalised and value-added interactions across channels
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Martin Taylor

Global Chief Marketing Officer
Content Guru

12:45 pm - 2:00 pm Networking Lunch

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

2:00 pm - 3:30 pm ROUNDTABLE A: Tapping into Knowledge-Based Management for Smarter Bots

2:00 pm - 3:30 pm ROUNDTABLE B: Enhancing Service Automation with Chatbots


2:00 pm - 3:30 pm ROUNDTABLE C: Assessing Key Skill Sets for Today’s Bot Trainers

Luzanne Chong - Head of Customer Experience, FWD Singapore

Luzanne Chong

Head of Customer Experience
FWD Singapore

2:00 pm - 3:30 pm ROUNDTABLE D: Trends and Challenges in Developing Multillingual Chatbots

2:00 pm - 3:30 pm ROUNDTABLE E: Designing a Conversational Chatbot Experience

2:00 pm - 3:30 pm ROUNDTABLE F: The Importance of NLP for Chatbot Intelligence

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

4:00 pm - 4:30 pm Applying Real-Time Sentiment Analysis to Understand Customer Intent, Content and Context

Applying Real-Time Sentiment Analysis to Understand Customer Intent, Content and Context
      Towards data science in bots: What are the fundamental building blocks of text and sentiment analysis?
      Sketching dialogue scenarios to better understand user intentions and reactions
      Making sense of natural language processing nuances to improve conversational experiences
 
(Reserved for sponsor)

4:30 pm - 5:00 pm Building Chatbot Scenarios to Anticipate and Improve User Interaction and Engagement

Chin Kiat Teo - Senior Manager, Customer Care Technology Program Management, Lazada Group
      Monitoring feedback and analysing chatbot sessions for accurate insights
      Chatbot user experience: How to craft valuable conversations
      Creating a chatbot decision tree to improve customer journey mapping
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Chin Kiat Teo

Senior Manager, Customer Care Technology Program Management
Lazada Group

5:00 pm - 5:30 pm Introducing Voice Bots to Promote User Accessibility and Interactions

Ravi Madavaram - Head of Marketing and Customer Experience, Axiata
      Developing digital capabilities to build a voice bot
      How can AI-powered conversational analytics enhance customer interactions?
      Facilitating intelligent voice interactions between users and services to generate actionable insights
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Ravi Madavaram

Head of Marketing and Customer Experience
Axiata

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Day One

* 活動內容有可能不事先告知作更動及調整。