ASIA 2019 - giievent.kr · ENQUIRE ABOUT SPONSORSHIP & BRANDING OPPORTUNITIES NOW! ... Traveloka Daryl Niemandt Head of Contact Centres & Partnerships Bupa 2018 EXPERT SPEAKERS INCLUDED:

ASIA 2019

1 8 – 2 1 M A R C H 2 0 1 9 S I N G A P O R E

DIGITISATION. OMNI INTERACTIONS. CUSTOMER EXCELLENCE.

START THE DISCUSSION NOW! Connect with your peers across our multiple channels: #CCWAsia

A S I A ’ S # 1 R E G I O N A L E V E N T F O R C O N T A C T C E N T R E L E A D E R STurn to Pg. 7 for details on the CCW Asia Excellence Awards!

Sponsors: Researched & Developed by:

Jit Seng NgChief Customer

Experience OfficerAIA Berhad

Ricky HiHead, Call Centres

Director of OperationsSingHealth | National

Dental Centre Singapore

Kailash RamalingamRegional Head, Contact

Centre & Strategic InitiativesDBS Bank

Philip JosephChief Officer, Customer

Experience & Service Operations

Ooredoo Myanmar

Olga QuirosDirector, Customer

Operations – Asia PacificExpedia Group

Sandra De ZoysaGroup

Chief Customer OfficerDialog Axiata PLC

4 STREAMS GUIDING YOUR CUSTOMER CONTACT TRANSFORMATION JOURNEY!

Dear Colleagues,

Amidst today’s rising customer expectations, business

digitalisation and increasing market competition, contact

centres in Asia need to evolve! It remains imperative for

industry practitioners to rethink their strategy and craft out

new roadmaps in ensuring business value creation and

the successful transition of contact centres to customer

engagement hubs.

In view of this, Customer Contact Week Asia 2019 will host

a series of discussions around the theme of “Digitisation.

Omni Interactions. Customer Excellence.” Do not miss this

opportunity to exchange best in class strategies with 30+

regional contact centre leaders across 4 topical streams on

Digital Transformation, Operational Excellence, Customer

Experience and Channel Management.

In addition, this year marks the 10th anniversary of the Asian

chapter of our global CCW series. As part of the celebration,

we are excited to launch our first CCW Asia Excellence

Awards! Join us as we shine the spotlight on you, your

team and your contact centre’s achievements.

Turn the pages to see what we have lined up for you at this

exciting event. We look forward to your participation and

involvement next March!

Sincerely,

Nadia Kim

Programme Director

Customer Contact Week Asia 2019CCW WEEK SERIES

USA UK Australia Singapore

DIGITAL TRANSFORMATION

Contact centre digitalisation

and technology investments

to drive scalability and performance

OPERATIONAL EXCELLENCE

Strategic workforce management and employee empowerment

to optimise operational efficiency and service delivery.

CHANNEL MANAGEMENT

Channel investments and prioritisation to

deliver seamless omni experience and to improve customer

acquisition, retention and loyalty.

CUSTOMER EXPERIENCE

Master the new rules of customer delight

with journey mapping, personalisation, speech analytics

and more!

T: +65 6722 9388 E: [email protected] W: www.customercontactweekasia.com

We work with solution providers and consultants who are:

Getting overlooked as their brand lacks market awareness and recognition

Striving to compete with well known and established players

After a business breakthrough and to establish inroads into a growth market

Setting the groundwork to cement their position as market leader and remain at front-of-mind to customers


Planning to debut a new product or service Relishing face time to educate senior decision-makers

who can appreciate your brand / technology / approach Seeking a focused platform to deliver the value

proposition and competitive edge of their solutions / services

Keen to build brand credibility and solution awareness as a new market entrant or less known provider


New market entrants and lack a solid contact base within the industry / region

Looking to open new doors within existing clients or prospect accounts

Struggling to access and engage key members of a complex decision-making unit

Wanting to qualify sales prospects and convert the best opportunities

ENQUIRE ABOUT SPONSORSHIP & BRANDING OPPORTUNITIES NOW!Contact Sharon Yang, Partnership Director to find out more about available and customised sponsorship options.

P: +65 6722 9410 E: [email protected]

WHY SPONSOR CUSTOMER CONTACT WEEK ASIA 2019?BRAND PRESENCE & MARKET IMPACT

THOUGHT LEADERSHIP & PROGRAM INVOLVEMENT

BUSINESS DEVELOPMENT & LEAD GENERATION

ASIA 2019

OUR 2019 SPONSORS

SPONSORSHIP OPPORTUNITIES

ASIA’S #1 REGIONAL CUSTOMER CONTACT EVENT

WHO WILL YOU MEET?

Chief Operating Officers

Chief Customer Experience Officers

Heads, Vice Presidents, General Managers, Directors of:

Contact Centres / Call Centres

Contact Centre Transformation

Contact Centre Operations

Customer Experience

Customer Care / Customer Service

Customer Support

Customer Resolution

Customer Fulfillment

Telesales

Workforce Management

PAST ORGANISATIONS IN ATTENDANCE:

AIG Asia Pacific Insurance

Allianz Worldwide Partners

Baiduri Bank

Bank for Investment & Development of Vietnam

Bupa

Central Provident Fund Board (CPF)

DHL eCommerce

FedEx Singapore

Fullerton Health

Grab

Housing & Development Board (HDB)

Johnson & Johnson

Khoo Teck Puat Hospital

Marina Bay Sands

PayPal

Sephora Digital SEA

Shangri-La Hotels & Resorts

Singapore Airlines (SIA)

Telkomsel

Tenaga Nasional Berhad

Traveloka

Volkswagen

and many more...

James TanChief Executive OfficerTokio Marine LifeInsurance SingaporeLtd

Jeremy TanDirector,Call CentreOperationsMarina Bay Sands

Raj NairSenior Vice President& Head,Customer ExperienceKotak Mahindra Bank

Ken YongHead, ContactCentre - CustomerExperience & AnalyticsHong Leong BankBerhad

Hence SteveHead of CustomerOperationsTraveloka

Daryl NiemandtHead of ContactCentres &PartnershipsBupa

2018 EXPERT SPEAKERS INCLUDED:

#1 Regional Customer Contact event in Asia

30+ thought provoking presentations, case studies and panel discussions from Asia’s leading organisations

4 content streams covering: Digital Transformation, Operational Excellence, Customer Experience and Channel Management

12 interactive discussion groups deep diving into topics spanning: Digital Self-Service, Customer Insights, Workforce Management, Service Innovation and more!

3 focused workshops on “Effective Complaint Handling & First Call Resolution”, “Self-Service Integration” and “Design Thinking for Customer & Employee Engagement”

ASIA 2019


FEATURED CASE STUDIES

Dialog Axiata has a clear vision – To create the kind of experience customers expect from a digital company. To start, Sandra implemented customer journey visualisation to uncover key pain points in the customer journey. From there, she focused on self-service implementation as part of Dialog Axiata’s broader customer experience objectives on enabling seamless omni-channel interactions.

Do not miss out on Sandra’s session as she reveals how Dialog Axiata was able to gain 77% improvement in corrective actions with journey visualisation, which led to 21% increase in customer service delivery.

Sandra De ZoysaGroup Chief Customer OfficerDialog Axiata PLC

At Ooredoo Myanmar, Philip has been working on transforming their organisation’s contact centre into next generation customer engagement hubs. Under his leadership, Ooredoo Myanmar has achieved great success in the area of digital customer experience and is the first mobile operator to receive accreditation from Facebook for its exceptional response time in handling customer queries on the platform.

Join Philip as he recaps their transformation journey - From vision, challenges encountered to effective strategies on driving change across the organisation.

Philip JosephChief Officer, Customer Experience & Service OperationsOoredoo Myanmar

The human touch remains highly important for the insurance industry. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?

Having worked on AI projects across various customer touchpoints, Sudesh will be sharing real life stories on how organisations can leverage AI to build lifelong customer relationships.

Sudesh ThevasenabathyHead of Customer Care Management AXA Hong Kong

Contact centre agents are on the frontline of customer interactions and will have a strong impact on overall customer loyalty and brand perception.

With an outsourced contact centre function at Club Med, Diana’s challenges were two-fold. She had to ensure that the outsourced agents are embodying Club Med’s core values when interacting with customers and at the same time, rethink employee engagement to drive greater customer experience.

Join Diane’s session for insights on how you can empower your agents to deliver greater business outcomes.

Diane LimouzineauDirector of SalesClub Med

Dialog Axiata’s Journey on Building and Enabling Omni-Channel Interactions

From Contact Centres to Customer Engagement Hubs: Charting a Successful Organisational and Cultural Digital Roadmap

Maintaining the Personal Touch in Customer Contact – How can Humans and Machines Best Co-Exist?

Improving Outsourced Employee Engagement

ASIA 2019


MEET THE SPEAKERS

Olga Quiros Director, Customer Operations – Asia Pacific Expedia Group

Harpreet GhaiConsumer Relations Director – Asia, Middle East & AfricaGlaxoSmithKline (GSK)

Anuchit KhamnoiHead of Customer Service & Community LINE Mobile

Rudy DalimuntheVice President, OperationsTokopedia

Raj ChaudhuriDirector, Global Services Group American Express

Kavan SitoRegional Lead for Customer Operations and TrustShopee

Michelle LiewHead, Group Customer Experience & Channel ManagementRHB Bank Berhad

Sandra De ZoysaGroup Chief Customer OfficerDialog Axiata PLC

Glenn BirkelevRegional Director & Head of Customer Support – Asia PacificTravelport

Anjali KaliaHead of Consumer Connections – Asia PacificReckitt Benckiser Health

Andrew LimHead, Regional Contact CentreOCBC Bank

Clement TeoRegional Head of Service DeliveryAspire Lifestyles

Anila FredericksHead of Customer Service OperationsTelstra

Neeti MahajanManaging Director, Head of OperationsHSBC Global Service Centre

Raynu Niyomdechar Vice President, Group Customer ExperienceFWD Group

Prasanth ThomasVice President – Innovation Platforms, Digital & TechnologySembcorp Industries

Sudesh Thevasenabathy Head of Customer Care ManagementAXA Hong Kong

Abhishek AroraExecutive Director, Digital Commerce AutomationStandard Chartered Bank

Bart TaylorChief Operations Officer – Singapore, Malaysia & Indonesia Allianz Worldwide Partners

Kailash RamalingamRegional Head, Contact Centre & Strategic InitiativesDBS Bank

Ricky HiHead, Call Centres | Director of OperationsSingHealth | National Dental Centre Singapore

Diane MagersChief Executive OfficerCustomer Experience Professionals Association (CXPA)

Mian Omer Shah Executive Vice President, Customer CarePakistan Telecommunications Company Ltd

Marc TanVice President, Head of Contact CentreSGX

Jit Seng NgChief Customer Experience OfficerAIA Berhad

Diane LimouzineauDirector of SalesClub Med

Philip JosephChief Officer, Customer Experience & Service OperationsOoredoo Myanmar

ASIA 2019


ABOUT THE AWARDSThe CCW Asia Excellence Awards will honour, recognise and promote individuals and teams who have made a commitment to driving superior contact centre performance and customer experience. The awards are dedicated to recognising world-class thinking, creativity and execution across the full spectrum of contact centre functions.

The Awards are judged by a panel of independent, experienced and esteemed contact centre leaders across Asia. Winners receive the recognition for leadership, vision, innovation and strategic accomplishments within the industry.

WHO CAN ENTER?The CCW Asia Excellence Awards 2019 is open to all contact centre initiatives, campaigns or programs which demonstrate results from the period of June 2017 to December 2018. Initiatives or strategies developed and implemented prior to this period are also eligible, provided the results and impact were measured during the past year.

KEY DATES

ENTRIES OPEN9 November 2018

SHORTLISTED FINALISTS ANNOUNCED

1 February 2019

ENTRIES DEADLINE7 January 2019

ANNOUNCEMENT OF WINNERS & GALA DINNER

19 March 2019

2019 AWARD CATEGORIES

BEST IN CLASS CONTACT

CENTRE(Under 100

Seats)

BEST IN CLASS DIGITAL

CONTACT CENTRE

BEST IN CLASS CONTACT

CENTRE(Above 100

Seats)

BEST CUSTOMER

SERVICE

BEST PEOPLE & CULTURE

MOST INNOVATIVE

CONTACT CENTRE

OF THE YEAR

www.ccwasiaawards.com

Effective Complaint Handling and First Call Resolution

In an increasingly competitive market and with rising consumer expectations, complaint handling and first call resolution are fast becoming organisational priorities to nurture and retain customers. With the prevalence of multiple channels, contact centres need to rethink and rework the traditional scope of complaint handling to drive continuous improvement.

From this workshop, participants will gain practical insights into:

Redesigning the complaint handling process and workforce structure for efficient customer resolution

Empowering frontline agents to improve first call resolution and service standards

Understanding customer journeys to perform accurate root cause analysis and resolution

Realising the tangible benefits of prioritising and improving complaint handling and first call resolution

About Your Workshop Leader:Sandra De ZoysaGroup Chief Customer OfficerDialog Axiata PLC

Utilising Self-Service to Deliver the Omni-Channel Experience

Self-service has been revolutionising contact centre operations and customer engagement. Besides empowering customers, automated self-service channels can enhance the overall service experience. As such, how can organisations better equip contact centres with self-service capabilities and technology tools to scale existing customer operations?

This workshop will serve as a boot camp to strategise the integration and implementation of self-service, where participants can acquire key takeaways on how to:

Define the role and use of self-service in your contact centre function

Evaluate self-service development strategies, taking into consideration workforce numbers, nature of industry and customer preferences etc

Humanise customer engagement and enrich omni-channel interactions

Utilise the right metrics to measure and realise ROI

About Your Workshop Leader:Sudesh ThevasenabathyHead of Customer Care ManagementAXA Hong Kong

Design Thinking for Customer and Employee Engagement

This interactive one-day workshop is designed to strengthen both your internal and external customer experience.

The first part of the workshop will review how you can enhance your organisation’s customer experience strategy through design thinking. Explore the different methodologies and techniques that will help uncover real customer pain points and fuel new insights and customer experience innovation.

The second part of this workshop will then focus on employee engagement strategies. With agents most often at the frontline of customer contact, the customer-agent interaction will be critical to building winning relationships. Learn how to decode your employees’ needs and empower customer-centric service delivery with the right culture, training and motivation.

About Your Workshop Leader:Diane MagersChief Executive OfficerCustomer Experience Professionals Association (CXPA)

PRE & POST CONFERENCE WORKSHOPS

Monday, 18 March 201913.00 – 16.00

Thursday, 21 March 2019 09.00 – 16.00

Monday, 18 March 201909.00 – 12.00 B CA

ASIA 2019


08:00 REGISTRATION & COFFEE & TEA

08:45 Chairman’s Welcome Remarks

Bart Taylor Chief Operations Officer – Singapore, Malaysia & Indonesia Allianz Worldwide Partners

PLENARY SESSIONS: BUSINESS SYNERGY & VALUE CREATION

09:00 Realising Scalable and Profitable Customer Engagement Hubs in the Digital Era

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?

Moderator: Mao Gen Foo Head of Southeast Asia Qualtrics

Panelists: Jit Seng Ng Chief Customer Experience Officer AIA Berhad

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

10:30 SPEED NETWORKING & MORNING REFRESHMENT BREAK

CONFERENCE DAY ONETUESDAY, 19 MARCH 2019

STREAM A: DIGITAL TRANSFORMATION STREAM B: OPERATIONAL EXCELLENCE

11:15 Combining the Best of Technology and Human Ingenuity to Modernise Contact Centre Architecture

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

Martin Taylor Co-Founder & Global Chief Marketing Officer Content Guru

11:45 Transforming Customer Engagement with Digital Self-Service Tools Incorporating self-service as an integral part of the overall customer experience strategy Simplifying customer experience and ensuring efficient interactions with omni-

channel self-service Scaling up digital assets to enhance self-service capabilities

Sandra De Zoysa Group Chief Customer Officer Dialog Axiata PLC

Contact Centre Evolution and the Workforce Upskilling Race – Can we Close the Gap? 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

Brent HollandExecutive Vice President, Customer SolutionsFurstPerson

Maintaining the Personal Touch in Customer Contact – How Can Humans and Machines Best Co-Exist? 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

Sudesh ThevasenabathyHead of Customer Care ManagementAXA Hong Kong

CX

O P

AN

EL

ASIA 2019


STREAM A: DIGITAL TRANSFORMATION

DIGITAL SELF-SERVICE CUSTOMER INSIGHTS WORKFORCE MANAGEMENT SERVICE INNOVATION & EFFICIENCY

STREAM B: OPERATIONAL EXCELLENCE

12:15 Infusing the Right Mix of Customer Contact Capabilities and Putting Digital Experience at the Heart of Customer Engagement

Pushing innovation boundaries and introducing digital into contact centre operations Bridging existing IVR and digital channels for a modern voice experience Modernising the frontline of customer service and delivering seamless digital experiences

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

12:45 NETWORKING LUNCH

14:00 INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

ROUNDTABLE A: Maximising Revenue Opportunities with Intelligent Live Chat

Hosted by: Freshworks

Vinod ChandramouliGlobal Head, Pre-Sales & MarketplaceFreshworks

ROUNDTABLE B: Advancing Conversational AI and the Mainstream Adoption of Chatbots

Hosted by: Content Guru

Martin Taylor Co-Founder & Global Chief Marketing OfficerContent Guru

Ricky HiHead, Call Centres | Director of OperationsSingHealth | National Dental Centre Singapore

ROUNDTABLE C: Delighting your Customers with Multilingual Virtual Assistants

Hosted by: KeyReply

Peiru TeoChief Executive Officer, KeyReply

ROUNDTABLE D: Visualising Customer Journeys and Service Intelligence in an Omni-Channel World

ROUNDTABLE E: Using Smart Data Analytics to Drive Customer Loyalty and Retention

ROUNDTABLE F: Beyond Listening to Understanding: Capturing the Voice of your Customer

ROUNDTABLE G: Boosting Operational Efficiency with Workforce Optimisation

ROUNDTABLE H: Customised Approaches to Upskilling and Reskilling Today’s Agents

ROUNDTABLE I: How Agent Journey Mapping can Create Positive Employee Experience

ROUNDTABLE J: Measuring and Refining First Call Resolution with Social CRM

ROUNDTABLE K: Improving NPS and Customer Satisfaction across Multiple Touchpoints

Prasanth ThomasVice President – Innovation Platforms, Digital & TechnologySembcorp Industries

ROUNDTABLE L: Driving Customer Centricity with Design Thinking

CONFERENCE DAY ONETUESDAY, 19 MARCH 2019 ASIA 2019


STREAM A: DIGITAL TRANSFORMATION STREAM B: OPERATIONAL EXCELLENCE

16:00 Enriching Customer Interactions with Advanced Agent-Caller Collaboration Impact of digitalisation on customer communications and smarter working Practicalities of collaboration tools to boost internal communications and external

customer support Transitioning to modern unified contact centres in delivering consistent and seamless

user experience

16:30 Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent

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

Glenn Birkelev Regional Director & Head of Customer Support – Asia Pacific, Travelport

17:00 Advancing Customer-Centric Transformation and Digital Innovation in Shaping Contact Centres of the Future

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

Panelists:

Digitising and Automating Contact Centre Operations to Drive Customer Excellence 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

Improving Outsourced Employee Engagement What are the 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 customer loyalty

and brand perception

Diane LimouzineauDirector of Sales, Club Med

Streamlining Operations and Agent Productivity Metrics for Better Service Delivery 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

Panelists:Kavan SitoRegional Lead for Customer Operations and TrustShopee

Clement TeoRegional Head of Service DeliveryAspire Lifestyles

Marc TanVice President, Head of Contact CentreSGX

17:45 Chairman’s Closing Remarks followed by Awards Cocktail Reception

19:00 Gala Dinner & CCW Asia 2019 Excellence Awards

PA

NE

LCONFERENCE DAY ONETUESDAY, 19 MARCH 2019 ASIA 2019

Anila Fredericks Head of Customer Service OperationsTelstra

Raynu NiyomdecharVice President, Group Customer ExperienceFWD Group

Neeti Mahajan Managing Director, Head of OperationsHSBC Global Service Centre

15:30 AFTERNOON REFRESHMENT BREAK


08:00 REGISTRATION & COFFEE & TEA

08:45 Chairman’s Welcome Remarks

Bart Taylor Chief Operations Officer – Singapore, Malaysia & Indonesia Allianz Worldwide Partners

PLENARY SESSIONS: ENTERPRISE INTEGRATION, AGILITY & CHANGE

09:00 Advancing Customer Experience with Effective Contact Centre Digitisation and Transformation

I nvesting 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?

09:30 From Contact Centres to Customer Engagement Hubs – Charting a Successful Organisational

and Cultural Digital Roadmap 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

Philip Joseph Chief Officer, Customer Experience & Service

Operations Ooredoo Myanmar

10:00 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 self-service capabilities

Maximising agility, collaboration and productivity with a robust enterprise architecture

10:30 SPEED NETWORKING & MORNING REFRESHMENT BREAK

STREAM C: CUSTOMER EXPERIENCE STREAM D: CHANNEL MANAGEMENT

11:15 Contact Centre Assurance and the Business Impact of Delivering Customer Experience Excellence

Testing and optimising quality for voice, mobile applications and contact centre systems

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

Evolving the Omni-Channel Strategy for a Cohesive and Seamless Customer Experience Connected listening: Challenges and opportunities in omni-channel customer

experience Uncovering inconsistences across customer touchpoints and channels to streamline

performance Breaking down functional silos in designing an integrated omni-channel experience

KE

YN

OT

ECONFERENCE DAY TWOWEDNESDAY, 20 MARCH 2019 ASIA 2019



11:45 Building Digital, Connected and Adaptive Customer Experience in Next Generation Contact Centres

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

Kailash Ramalingam Regional Head, Contact Centre & Strategic Initiatives DBS Bank

14:00 How are Digital Channels Unlocking New Opportunities for Contact Centres to Own the Customer Experience?

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

Panelists: Anjali Kalia Head of Consumer Connections –

Asia Pacific Reckitt Benckiser Health

Anuchit KhamnoiHead of Customer Service & Community LINE Mobile

12:15 Using APIs to Drive Contact Centre Performance and Personalise Customer Experience

How are APIs crucial to connecting silos and uplifting customer experience? Introducing fully programmable contact centre application platforms that cater to the

pace of change Benefits of API integration within contact centres for the next frontier of customer

engagement

Revolutionising Customer Engagement and Loyalty through Hyper-Personalisation Embracing hyper-personalisation as the new normal Understanding behaviors and personas to connect the dots on customer experience Having consistent insight-driven personalisation embedded into all channels

Canvassing Upsell and Cross-Sell Opportunities to Optimise Revenue Generation 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

Panelists:Abhishek AroraExecutive Director, Digital Commerce AutomationStandard Chartered Bank

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

12:45 NETWORKING LUNCH

PA

NE

LCONFERENCE DAY TWOWEDNESDAY, 20 MARCH 2019 ASIA 2019



14:45 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

15:45 How can Sharing Real-Time Customer Feedback on the Frontline Boost Contact Centre Performance?

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

Harpreet Ghai Consumer Relations Director – Asia, Middle East & Africa GlaxoSmithKline (GSK)

16:15 Defining Customer Touchpoints for Accurate Root Cause Analysis and Exceptional Service Experience

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

Panelists:

Equipping Service Agents with a Single Customer View to Uncover Timely and Actionable Insights 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

Augmenting Traditional Call Centre Experience to Transform Customer Service and Interactions 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?

Olga QuirosDirector, Customer Operations – Asia PacificExpedia Group

Prioritising Channels in Developing a Cost-Effective Customer Strategy 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

Panelists:Raj ChaudhuriDirector, Global Services GroupAmerican Express

Andrew LimHead, Regional Contact CentreOCBC Bank

15:15 AFTERNOON REFRESHMENT BREAK

17:00 Chairman’s Closing Remarks & End of Summit

PA

NE

LCONFERENCE DAY TWOWEDNESDAY, 20 MARCH 2019 ASIA 2019

Rudy Dalimunthe Vice President, OperationsTokopedia

Michelle LiewHead, Group Customer Experience & Channel ManagementRHB Bank Berhad

Mian Omer ShahExecutive Vice President, Customer CarePakistan Telecommunications Company Ltd


Documents

ASIA 2019 - giievent.kr · ENQUIRE ABOUT SPONSORSHIP & BRANDING OPPORTUNITIES NOW! ... Traveloka Daryl Niemandt Head of Contact Centres & Partnerships Bupa 2018 EXPERT SPEAKERS INCLUDED: