Driving Contact Centre Transformation through Digitisation, Innovation & Exceptional Customer Experience
Contact centres of today are no longer just about handling enquiries and resolving complaints. The focus is now on transforming contact centres into strategic customer experience management (CEM) assets.
How can contact centres deliver exceptional customer service to increase their value proposition, enabling organisations to achieve competitive advantage?
What can contact centres leaders do to transform their centres into value-added, profit generating entities?
How can contact centres better anticipate, plan and exceed customer expectations in the age of the customer?
Join your peers in March to strategise how you can take your contact centres to new heights in 2017! From deploying new digital contact channels, streamlining operational efficiency to investing in the latest technologies such as biometrics, speech analytics, virtual assistants and chat bots, the Contact Centres Asia Summit 2017 will showcase digital transformation opportunities and highlight the latest technology and best practices on enhancing customer interactions.
IN ADDITION, this year’s event will introduce the BRAND-NEW CEM Malaysia Focus Day! Taking place on 16 March, this one day forum will feature top customer experience experts in Malaysia to review the country’s unique consumer landscape and explore what it takes to deliver ‘great’ customer experience in a dynamic business environment.
Why Attend Contact Centres Asia 2017?
Discover effective digital transformation strategies for Asia’s contact centres
Learn how to provide exceptional customer service through streamlining internal processes to achieve faster response rate
Explore methods to effectively increase self service contact channels usage
Develop a strong service culture through employee empowerment and engagement
Assess how to achieve higher customer satisfaction levels with technology and innovative solutions
Review best practices on building and managing complex omni-channel touch points
NEW! CEM Malaysia Focus Day providing strategic perspectives on how contact centres can further value-add to boardroom initiatives
Head of Tools & Technology, Global & APEM Customer Service
Head of Customer Contact
Global Head - Contact Centre
Head of Customer Experience
Regional Customer Contact Centre Manager
Head of Customer Operations
Director, Head of Customer Centricity Asia
Head of Customer Service Operations
Senior Director, Member Services
Marriott Vacations Worldwide Corporation
Group Head, Customer Care & Telesales
Senior Director, Site & Contact Center
Johnson & Johnson
Director of Customer Fulfillment Network, Global Servicing Network
Global Digital & CRM Lead, Digital Transformation
Head, Operations - Loyalty Division
Cebu Pacific Air
Managing Director, Head, Group Customer Experience Management
Key Themes for Contact Centres Asia 2017
Digital Transformation in Contact Centres
Leveraging Data Analytics to Improve Contact Centres Performance
Increasing Contact Centres’ Efficiency via Self Service & Automation
Effective Channel Management for Delivery of True Omni-Channel Customer Experience
Moving Towards a Revenue Generating Contact Centre Model
Service Quality Management & Improvement
Enhancing Employee Engagement & Productivity
Hear What Some of Our Past Attendees Had to Say
"An excellent platform where great minds of Contact Centre community gathers and share ideas and stories"
"Very useful event. Was able to do networking, learn best practices and gain new knowledge, exchange ideas with other Contact Centre leaders and share experiences"
"A great channel to learn the best practices, worldwide"