2020년 3월 2-5일 | 싱가포르, Sands Expo & Convention Centre

컨퍼런스 첫째날:2020년 3월 3일(화)

컨퍼런스 첫째날:2020년 3월 3일(화)

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

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

9:00 am - 10:00 am CXO PANEL: Delivering Impactful Business Performance and Purpose through Integrated Customer and Brand Experiences

Speakers:
Theng Kiat Goh Chief Customer Officer Prudential Assurance Company Singapore
Si Guan Yap Head of Customer Experience OCBC
Sponsors:
Qualtrics
      Making strategic investments in people, process and technology to close experience gaps and achieve breakthroughs
•      Leveraging the right technologies and channels to offer service and experience where it matters
•      Navigating a market of “one”: Rethinking customer experience for competitive differentiation and financial profitability


Theng Kiat Goh, Chief Customer Officer at Prudential Assurance Company Singapore

Theng Kiat Goh

Chief Customer Officer
Prudential Assurance Company Singapore

Si Guan Yap, Head of Customer Experience at OCBC

Si Guan Yap

Head of Customer Experience
OCBC

10:00 am - 10:30 am Evolving Proactive AI and Bringing Humanity Back to Digital Business and Customer Engagement

      Moving customer service and engagement from reactive to proactive
      Creating experiences that deliver meaningful, personalised and relevant interactions
      Using new rules of AI to leap ahead on business innovation and profitability
 

10:30 am - 10:45 am Speed Networking

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

STREAM A: AI IN CONTACT CENTRES

11:15 am - 11:45 am AI Contact Centres: The Next Evolution of Sales, Service and Customer Experience
Speaker:
Martin Taylor Global Chief Marketing Officer Content Guru
      Understanding who your customers are and their communication preferences in the age of digital
      AI advancements in contact centres and immediate benefits to customer communications at scale
      Eliminating service inconsistencies and simplifying customer experience through integrated AI technology
 
Martin  Taylor, Global Chief Marketing Officer at Content Guru

Martin Taylor

Global Chief Marketing Officer
Content Guru

STREAM A: AI IN CONTACT CENTRES

11:45 am - 12:15 pm Deploying Voice Biometrics to Transform Customer Authentication in Today’s Contact Centres
Speaker:
Damian Leach Executive Director, Head of Real-Time Communications Standard Chartered Bank
      Expanding the use of voice biometrics to strengthen anti-fraud and caller verification capabilities
      Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
      Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres
Damian Leach, Executive Director, Head of Real-Time Communications at Standard Chartered Bank

Damian Leach

Executive Director, Head of Real-Time Communications
Standard Chartered Bank

STREAM A: AI IN CONTACT CENTRES

12:15 pm - 12:45 pm Embracing Innovations in AI, Digital and Cloud to Empower Customer and Agent Experiences
Sponsors:
Twilio
      Beyond the buzz: Shaping the future of contact centre AI
      Combining live agents and bot technology to effectively resolve customer needs
      Blending AI and the human touch to enhance efficiencies, cost savings and customer loyalty


STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:15 am - 11:45 am Robots at Your Service: Financial and Customer ROI of RPA in Contact Centres
      Strengthening digital capabilities to harness the full potential of RPA
      Automating repetitive and rules-based processes to increase agent capacity and focus on value-added work
      Introducing hybrid RPA for operational efficiency and value creation

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:45 am - 12:15 pm Digitalising and Automating Contact Centre Operations to Scale Performance and Efficiency Gains
Speaker:
Jessica Thompson General Manager Service Business and Government Australia Post
         Revealing the real business value of digitalisation and automation in contact centres
         Assessing what to digitise and automate to drive operational efficiencies
         Ensuring integration with current processes, operations and legacy systems
Jessica Thompson, General Manager Service Business and Government at Australia Post

Jessica Thompson

General Manager Service Business and Government
Australia Post

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

12:15 pm - 12:45 pm Accelerating Workforce Optimisation to Adapt and Outperform in Customer Engagement
      Holistic approaches to strategic workforce planning, upskilling and reskilling
      Redefining performance metrics to enhance agent productivity and digital readiness
      Aligning people, processes and touchpoints to deliver seamless customer experience

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45 MINS EACH]

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE A: Increasing Value to Customers with Self-Service Analytics

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE B: The Rise of Unified Communications in Revolutionising Customer Service
Speaker:
Narumon Songtis FVP- Retail Customer Relations Kasikornbank
Narumon Songtis, FVP- Retail Customer Relations at Kasikornbank

Narumon Songtis

FVP- Retail Customer Relations
Kasikornbank

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE C:Pragmatic Approaches to Realising ROI from AI-Powered Chatbots
Sponsors:
Content Guru


DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE D: Mastering First Contact Resolution to Upscale Service and Manage Costs
Speaker:
Marcus Lim Assistant Vice President, Head of Customer Service NETS
Marcus Lim, Assistant Vice President, Head of Customer Service at NETS

Marcus Lim

Assistant Vice President, Head of Customer Service
NETS

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE E: Investing in Knowledge Management to Drive Contact Centre Performance

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE F: Leveraging Speech Analytics to Improve Service Quality

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE G: Deploying RPA to Streamline Workflow Automation and Customer Support
Speaker:
Martin Head General Manager, Customer Support Innovation - Asia Pacific Operations Fuji Xerox
Martin Head, General Manager, Customer Support Innovation - Asia Pacific Operations at Fuji Xerox

Martin Head

General Manager, Customer Support Innovation - Asia Pacific Operations
Fuji Xerox

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE H: Workforce Gamification: New Approaches to Agent Productivity and Engagement
Speaker:
Geeta Sreeraman Head of Customer Centre Singapore DBS Bank
Geeta Sreeraman, Head of Customer Centre Singapore at DBS Bank

Geeta Sreeraman

Head of Customer Centre Singapore
DBS Bank

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE I: Ensuring Customer Excellence and Value Creation in CRM Outsourcing
Sponsors:
Inspiro


CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE J: Monetising Voice of Customer Programs for Competitive Differentiation
Speaker:
Sarjil Sarwar EVP Customer Experience Robi Axiata
Sarjil Sarwar, EVP Customer Experience at Robi Axiata

Sarjil Sarwar

EVP Customer Experience
Robi Axiata

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE K: Visualising Customer Journeys in an Omni-Channel World
Speaker:
Gina Lim Head of Customer Experience AIG Asia Pacific Insurance
Gina Lim, Head of Customer Experience at AIG Asia Pacific Insurance

Gina Lim

Head of Customer Experience
AIG Asia Pacific Insurance

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE L: Operationalising and Reaping Positive ROI from Social Customer Care
Speaker:
Kavan Sito Regional Head of Customer Operations Shopee
Kavan Sito, Regional Head of Customer Operations at Shopee

Kavan Sito

Regional Head of Customer Operations
Shopee

3:30 pm - 4:15 pm Afternoon Refreshment Break

STREAM A: AI IN CONTACT CENTRES

4:15 pm - 4:45 pm Mastering Customer Escalation Management with Augmented Analytics
Speaker:
Michelle Huenink Director, Customer Service and Support Microsoft
      Unifying data sources across channels to capture customer sentiments and feedback
      Advancing data science and business intelligence to derive accurate and actionable insights
      Bringing a new dimension to conversational analytics and proactively manage case solutions
 
Michelle Huenink, Director, Customer Service and Support at Microsoft

Michelle Huenink

Director, Customer Service and Support
Microsoft

STREAM A: AI IN CONTACT CENTRES

4:45 pm - 5:15 pm Harnessing AI in Digital Self-Service to Amaze, Delight and Retain Customers
      Redefining customer service with conversational AI
      Expanding inbound and outbound self-service offerings to elevate customer experience
      Transforming and aligning your contact centre self-service strategy with core business objectives

STREAM A: AI IN CONTACT CENTRES

5:15 pm - 6:00 pm Accelerating Digital Transformation and AI Adoption in Contact Centre
Speaker:
Chirag Shah Head of Contact Center Technology HP
      Establishing and maturing a customer-centric AI strategy
      Practical uses of AI for agile operations and seamless service delivery
      Unlocking new business possibilities and making AI work for your customers and employees
 
Chirag Shah, Head of Contact Center Technology at HP

Chirag Shah

Head of Contact Center Technology
HP

STREAM A: AI IN CONTACT CENTRES

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:15 pm - 4:45 pm The ‘Uberisation’ of Contact Centres: Refining Operations and Workforce Mobility to Meet Changing Customer Needs
Speaker:
Anne Bibb Senior Director, Customer Care Hilton
      Key challenges and trends impacting workforce management and agent mobility
      Streamlining culture, collaboration and performance across regional sites
      Reworking contact centre KPIs for customer success and positive business outcomes
Anne Bibb, Senior Director, Customer Care at Hilton

Anne Bibb

Senior Director, Customer Care
Hilton

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:45 pm - 5:15 pm DevOps Evolution and Implementation in Contact Centre Operations
      Migration to agile and DevOps practices - Getting it right
      Rolling out DevOps on foundational operations and monitoring results to drive continuous improvement
     Utilising DevOps to fuel digital transformation and develop customer experience initiatives

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

5:15 pm - 5:45 pm From Cost to Profit Centres: Deploying Lean Tools and Techniques to Achieve Operational Excellence
Speaker:
Richard Thomas Head of Service Management, South Asia - International Sales and Service Telstra Enterprise
      How can Lean play a pivotal role in shaping the contact centres of tomorrow?
      Spearheading business transformation and change programs to enhance customer service and experience
      Realising operational efficiency and effectiveness with an emphasis on customer value drivers 
Richard Thomas, Head of Service Management, South Asia - International Sales and Service at Telstra Enterprise

Richard Thomas

Head of Service Management, South Asia - International Sales and Service
Telstra Enterprise

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

* 주최측 사정에 따라 사전 예고없이 프로그램이 변경될 수 있습니다.