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

컨퍼런스 둘째날:2020년 3월 4일(수)

컨퍼런스 둘째날:2020년 3월 4일(수)

8:00 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Opening Remarks

9:00 am - 9:30 am Defining a Winning Customer Experience Strategy and Embracing Technology Innovation to Outpace Competition

      Omni-channel and service excellence: Evolving from digital-first to end-to-end experiences
      Getting into the nuts and bolts of customer journeys and identifying pain points to fix and eliminate
      Reinventing legacy systems and digitally-enabled business models in a customer-empowered world 

9:30 am - 10:15 am CXO PANEL: The Era of Return on Experience (ROX): Navigating Customer Engagement in the New Intelligent Experience Economy

Speakers:
Chris Lipman Head, Customer Service & Experience Starhub
Nicholas Lam Senior Director, Traveler Experience, Customer Operations, APAC Carlson Wagonlit Travel
Michael Ong Executive Director, Head, Customer Experience & Service UOB
Sponsors:
Freshworks
      How are emerging digital technologies and business models challenging the status quo across all industries?
      Understanding and mastering the new rules of customer engagement, advocacy and loyalty
      Evaluating customer experience ROI: How can we quantify the results?


Chris Lipman, Head, Customer Service & Experience at Starhub

Chris Lipman

Head, Customer Service & Experience
Starhub

Nicholas Lam, Senior Director, Traveler Experience, Customer Operations, APAC at Carlson Wagonlit Travel

Nicholas Lam

Senior Director, Traveler Experience, Customer Operations, APAC
Carlson Wagonlit Travel

Michael Ong, Executive Director, Head, Customer Experience & Service at UOB

Michael Ong

Executive Director, Head, Customer Experience & Service
UOB

10:15 am - 10:45 am The Fourth Industrial Revolution - Embrace the Change

Sponsors:
LivePerson
  


10:45 am - 11:30 am Morning Refreshment Break

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

11:30 am - 12:00 pm Creating Value-Added Customer Engagement in Digital Contact Centres
      Building on current CRM capabilities for greater visibility into customers, communications and preferences
      Strengthening unified end-to-end customer engagement across digital channels
      Reinvigorate digital customer journey with the use of data-led customer insights 

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

12:00 pm - 12:30 pm Scaling Intelligent Customer Engagement and Future-Ready Operations in Next Generation Contact Centres
      Infusing digital innovation and investment capabilities to spur business growth, functionality and agility
      Fuelling the digital front office for enhanced customer profitability and economic returns
      Embracing automation, analytics and digital interactions to manage desired customer outcomes
 

STREAM D: SERVICE QUALITY & TRANSFORMATION

11:30 am - 12:00 pm Modernising Service Excellence with Innovative Customer Care Collaboration
Speaker:
Wasi Abidi Global Head Unified Communication Infra Mondelz International
      Capturing what customers really need and want in service and support
      How can scalable cloud-based communications help to close the technology and engagement gap?
      Bringing agile to customer care collaboration in delivering a connected experience
Wasi Abidi, Global Head Unified Communication Infra at Mondelez International

Wasi Abidi

Global Head Unified Communication Infra
Mondelez International

STREAM D: SERVICE QUALITY & TRANSFORMATION

12:00 pm - 12:30 pm How Intelligent Routing can Refine Service Quality and First Call Resolution
      Steering call routing to improve operational effectiveness and cost efficiencies
      Optimising the agent journey to perfect customer engagement
      Adopting best practice sales and service to maximise cross-sell and upsell opportunities 

12:30 pm - 1:45 pm Networking Lunch

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

1:45 pm - 2:15 pm Applying NLP in Chatbot to Advance Customer Resolution

Speaker:
Elyse Li Head of Customer Happiness Greater China AirAsia
      Evaluating NLP solutions and selecting best-fit in terms of compatibility, integration, reporting, and cost
      Prototyping NLP in chatbot: Outlining the proof of concept, testing the solution
      Analyzing the effectiveness to increase customer satisfaction with digital experience
Elyse Li, Head of Customer Happiness Greater China at AirAsia

Elyse Li

Head of Customer Happiness Greater China
AirAsia

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

2:15 pm - 2:45 pm Transforming Digital Customer Experience with API-Led Connectivity
  • Merits and advantages of API uses and integration
  •  Overhauling legacy contact centres and delivering on contextualised customer experience
  • Enabling better contact centre programming and channel prioritisation with APIs

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

2:45 pm - 3:30 pm PANEL: Reviewing Channel Effectiveness in Optimising Contact Centre Performance and Customer Experience

Speakers:
Harpreet Ghai Consumer Relations Director - Consumer Healthcare Asia, Middle East & Africa GSK
Rudy Dalimunthe Vice President, Operations Tokopedia
Daniel Edwards Director Global Operations, Customer Experience Group Agoda
      Examining channel objectives and maturity in delivering differentiated customer experiences
      How are digital channels unlocking new opportunities for organisations to own the customer experience?
      Tying continued improvements in digital experience to broader customer initiatives
Harpreet Ghai, Consumer Relations Director - Consumer Healthcare Asia, Middle East & Africa at GSK

Harpreet Ghai

Consumer Relations Director - Consumer Healthcare Asia, Middle East & Africa
GSK

Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

Daniel Edwards, Director Global Operations, Customer Experience Group at Agoda

Daniel Edwards

Director Global Operations, Customer Experience Group
Agoda

STREAM D: SERVICE QUALITY & TRANSFORMATION

1:45 pm - 2:15 pm Harnessing the Voice of the Customer to Drive NPS and Service Excellence
Speaker:
Tony Roberts Director of Continuous Improvement & Change The LEGO Group
  • Creating a culture of putting the customer at the heart of what we do
  • Systematizing the use of customer feedback to improve contact centre performance
  • Broadcasting the voice of the customer to drive change around the broader organization
Tony Roberts, Director of Continuous Improvement & Change at The LEGO Group

Tony Roberts

Director of Continuous Improvement & Change
The LEGO Group

STREAM D: SERVICE QUALITY & TRANSFORMATION

2:15 pm - 2:45 pm Realising Value from a Single Customer View to Future Proof Omni-Channel Strategies
      Insights to consumer behaviors and personas to connect the dots on customer experience
      Breaking down data silos to orchestrate, measure and optimise customer experience at every touchpoint
      Overcoming challenges and pitfalls to customer journey management and omni-channel success

STREAM D: SERVICE QUALITY & TRANSFORMATION

2:45 pm - 3:30 pm PANEL: Connecting Culture, People, Process and Innovation to Drive Customer-Centric Service Transformation
Speakers:
Olga Quiros Director, Customer Operations - Asia Pacific Expedia Group
Bich Nguyen Area Head of Customer Service A.P. Moller Maersk
Grace Tang Head, Contact Centre & Field Operations - Asia Pacific, Middle East & Africa Electrolux
      New rules of customer service and engagement in a multi-channel era
      Reducing potential trade-offs between service quality and costs with a single customer view
      Doing more with less: Streamlining customer operations and service delivery in architecting superb experiences
Olga Quiros, Director, Customer Operations - Asia Pacific at Expedia Group

Olga Quiros

Director, Customer Operations - Asia Pacific
Expedia Group

Bich Nguyen, Area Head of Customer Service at A.P. Moller Maersk

Bich Nguyen

Area Head of Customer Service
A.P. Moller Maersk

Grace Tang, Head, Contact Centre & Field Operations - Asia Pacific, Middle East & Africa at Electrolux

Grace Tang

Head, Contact Centre & Field Operations - Asia Pacific, Middle East & Africa
Electrolux

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

4:00 pm - 4:45 pm PANEL: Winning Customers in a World of Bots, AI and Automation

Speakers:
Alp Altun Executive GM Transformation & Customer Operations - Asia IAG
Sylwia Kulesza Executive Director, Digital Engagement & Cross-Channel Sales Standard Chartered Bank
      Combining digital and human transformation in your customer strategy
      How can digitalisation and smart machines help to win the hearts and business of your customers?
      Charting a project-driven to enterprise-wide approach when digitising and automating customer experience
Alp Altun, Executive GM Transformation & Customer Operations - Asia at IAG

Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG

Sylwia Kulesza, Executive Director, Digital Engagement & Cross-Channel Sales at Standard Chartered Bank

Sylwia Kulesza

Executive Director, Digital Engagement & Cross-Channel Sales
Standard Chartered Bank

4:45 pm - 5:15 pm CLOSING KEYNOTE: Redesigning Customer Loyalty & Engagement in the Digital Age

Speaker:
Thomas Geitzenauer Head of Global CRM Interaction Swarovski
  • Assessing the changing driver of loyalty and customer engagement across different customer segments
  • Designing highly engaging customer and brand engagement programs to retain customers and product upselling 
  • Increasing customer loyalty in digital age to drive business growth 
Thomas Geitzenauer, Head of Global CRM Interaction at Swarovski

Thomas Geitzenauer

Head of Global CRM Interaction
Swarovski

5:15 pm - 5:25 pm Chairman’s Closing Remarks & End of Summit

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