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 2018! 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 2018 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 Asia to review the country’s unique consumer landscape and explore what it takes to deliver ‘great’ customer experience in a dynamic business environment.

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Why Attend Contact Centres Asia 2018?


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

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Key Themes for Contact Centres Asia 2018


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

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Hear What Some of Our Past Attendees Had to Say

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