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

會前研討會:2020年3月2日(一)

9:00 am - 11:30 am WORKSHOP A: Enhancing Omni-Channel Customer Interactions

Speaker:
Michelle Huenink Director, Customer Service and Support Microsoft
Learning Outcomes:
         Measuring the impact of an effective omnichannel strategy on customer experience
         The opportunities and challenges of enabling end-to-end customer engagement across all channels
         Omni-channel integration to deliver unified and consistent experiences across all touchpoints
         Managing your customer’s journey with a single customer view powered with actionable insights
 
 
 
 
 
 
Michelle Huenink, Director, Customer Service and Support at Microsoft

Michelle Huenink

Director, Customer Service and Support
Microsoft

12:30 pm - 3:00 pm WORKSHOP B: Improving Self-Service Accessibility with the Integration of Instant Messaging Applications

Learning Outcomes:
         Exploring use cases and the benefit of implementing instant message applications in self-service 
         How to implement: From selecting the right vendor, defining rules to piloting
         How can contact centre and customer experience professionals work cross-functionally to maximise the benefits of instant message applications for customer care and engagement?
         How can organisatons leverage instant message applications in self-service to truly drive value?
 
 
 
 
 
 

12:30 pm - 3:00 pm WORKSHOP C: The Future of CX is Social: How to Elevate Your Social Channel

Speaker:
Rudy Dalimunthe Vice President, Operations Tokopedia
Learning Outcomes:
  • Detailing your social channel management strategy and evaluating their effectiveness
  • Buidling an effective social media monitoring platform to react and interact in real time
  • Integrating your social engagement program as part of overall omni- channel strategy to scale results
  • Leveraging social to improve customer resolution, engagement and experience

Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

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