2020年3月2-5日 | 新加坡,Sands Expo & Convention Centre

會後研討會:2020年3月5日(四)

9:00 am - 11:30 am WORKSHOP D: Leading Customer-Centric Culture Transformation across the Organisation

Speaker:
Chirag Shah Head of Contact Center Technology HP
Learning Outcomes:
         Demonstrating the value of a customer-centric transformation
         How to influence customer-centric change across individuals, teams, business units and offices
         Empowering internal stakeholders and nurturing champions for successful change transformation
         Realising the real value of customer-centric culture transformation
Chirag Shah, Head of Contact Center Technology at HP

Chirag Shah

Head of Contact Center Technology
HP

12:30 pm - 3:00 pm WORKSHOP E: Employee Engagement and Empowerment to Drive Business and CX Outcomes

Speaker:
Vaughn van Bosch Head of Digital Celcom Axiata Berhad
Learning Outcomes:
         Reviewing organisational structure and culture: Does it supports a holistic approach in driving employee engagement and care
         Demonstrating how strong employee engagement and empowerment can lead to positive customer and business outcomes
         How to effectively engage with multi-generational employees and instill organisational values 
         Using empathy mapping to form deeper connections and relationships
         Sharing of best practices for turning employees into brand advocates through employee engagement, experience and empowerment
 
 
 
 
 
Vaughn van Bosch, Head of Digital at Celcom Axiata Berhad

Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

3:30 pm - 6:00 pm WORKSHOP F: Leveraging Design-Thinking for Service Improvements

Speaker:
Brendan Leece Head of Customer Experience E.ON
Learning Outcomes:
         Adopting human-centred principles to understand customer painpoints and service gaps
         Identify areas of improvements with newfound insights
         Exploring opportunities to further optimise customer service and interactions
         Using design-thinking to enhance overall customer relationships and nurture loyalty
 
 
 
 
 
Brendan Leece, Head of Customer Experience at E.ON

Brendan Leece

Head of Customer Experience
E.ON

* 活動內容有可能不事先告知作更動及調整。