18 - 21 March, 2019
Singapore

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

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

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Bart Taylor

Chief Operations Officer, Malaysia, Singapore & Indonesia
Allianz Worldwide Partners

FUTURE PROOFING CONTACT CENTRES

9:00 am - 10:00 am CXO PANEL: Realising Scalable and Profitable Customer Engagement Hubs in the Digital Era

Jit Seng Ng - Chief Customer Experience Officer, AIA Berhad
  • 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?
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Jit Seng Ng

Chief Customer Experience Officer
AIA Berhad

10:00 am - 10:30 am 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 am - 10:45 am Speed Networking

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

DIGITISATION & TRANSFORMATION

DIGITAL TRANSFORMATION

11:15 am - 11:45 am 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

DIGITAL TRANSFORMATION

11:45 am - 12:15 pm Transforming Customer Engagement with Digital Self-Service Tools
Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
  • Incorporating self-service as an integral part of the overall customer experience strategy
  • Simplifying customer experience and ensuring efficient interactions with omnichannel self-service
  • Scaling up digital assets to enhance self-service capabilities
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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

DIGITAL TRANSFORMATION

12:15 pm - 12:45 pm 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

DIGITAL TRANSFORMATION

12:45 pm - 2:00 pm Networking Lunch

OPERATIONAL EXCELLENCE

11:15 am - 11:45 am 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

OPERATIONAL EXCELLENCE

11:45 am - 12:15 pm Improving Outsourced Employee Engagement
Diane Limouzineau - Director of Sales, Club Med
  • 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
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Diane Limouzineau

Director of Sales
Club Med

OPERATIONAL EXCELLENCE

12:15 pm - 12:45 pm 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

OPERATIONAL EXCELLENCE

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE A: Maximising the Revenue Opportunity with Intelligent Live Chat

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE B: Advancing Conversational AI and the Mainstream Adoption of Chatbots
Ricky Hi - Director, Operations, National Dental Centre Singapore

Ricky Hi

Director, Operations
National Dental Centre Singapore

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE C: Optimising Customer Contact with a Winning Mobile Engagement Strategy

DIGITAL SELF-SERVICE

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

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE D: Capturing the Voice of Your Customer

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE E: The Use of Data Analytics to Drive Customer Loyalty and Retention

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE F: Mastering Social CRM in Contact Centres

CUSTOMER INSIGHTS

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

WORKFORCE MANAGEMENT

2:00 pm - 3:30 pm ROUNDTABLE G: Boosting Contact Centre Operations with Workforce Optimisation

WORKFORCE MANAGEMENT

2:00 pm - 3:30 pm ROUNDTABLE H: Customised Approaches to Upskilling and Reskilling Today’s Agents
Raynu Niyomdechar - Group Vice President of Customer Experience, FWD Group
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Raynu Niyomdechar

Group Vice President of Customer Experience
FWD Group

WORKFORCE MANAGEMENT

2:00 pm - 3:30 pm ROUNDTABLE I: Employee Journey Mapping: The Foundation to Getting Customer Journeys Right

WORKFORCE MANAGEMENT

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

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE J: Effectively Implementing and Measuring First Call Resolution

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE K: Improving NPS and Customer Satisfaction across Multiple Touchpoints
Prasanth Thomas - Vice President, Innovation Platforms, Digital and Technology, Sembcorp Industries
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Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE L: Driving Customer-Centricity with Design Thinking

SERVICE INNOVATION & EFFICIENCY

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

WORKFORCE MANAGEMENT & VALUE CREATION

DIGITAL TRANSFORMATION

4:00 pm - 4:30 pm 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

DIGITAL TRANSFORMATION

4:30 pm - 5:00 pm Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent

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

Regional Director & Head of Customer Support – Asia Pacific
Travelport

DIGITAL TRANSFORMATION

5:00 pm - 5:45 pm PANEL: Advancing Customer-Centric Transformation and Digital Innovation in Shaping Contact Centres of the Future  Adopting a customer-first strategy
Raynu Niyomdechar - Group Vice President of Customer Experience, FWD Group
Neeti Mahajan - Managing Director , Head of Operations, HSBC Global Service Centre , Malaysia
Anila Fredericks - Head of Customer Service Operations, Telstra
  • 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
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Raynu Niyomdechar

Group Vice President of Customer Experience
FWD Group

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Neeti Mahajan

Managing Director , Head of Operations
HSBC Global Service Centre , Malaysia

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Anila Fredericks

Head of Customer Service Operations
Telstra

DIGITAL TRANSFORMATION

5:45 pm - 6:00 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

OPERATIONAL EXCELLENCE

4:00 pm - 4:30 pm 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

OPERATIONAL EXCELLENCE

4:30 pm - 5:00 pm Maintaining the Personal Touch in Customer Contact – How Can Humans and Machines Best Co-Exist?
Sudesh Thevasenabathy - Head of Customer Experience, AXA Hong Kong
  • 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
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Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

  • 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
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Kavan Sito

Regional Head of Customer Operations
Shopee

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Marc Tan

Vice President, Head of Contact Centre
SGX

Clement Teo

Regional Head of Service Delivery
Aspire Lifestyles

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Nicholas Lam

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

OPERATIONAL EXCELLENCE

5:45 pm - 6:00 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception