19 - 20 March, 2019
Singapore

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

7:45 am - 8:45 am Registration & Coffee & Tea

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

FUTURE PROOFING CONTACT CENTRES

·         What are the metrics that have most impressed them to-date?
·         How do they see the role of contact centres evolving? What does it take to secure management buy-in on future initiatives?
·         Cost, efficiency and compliance: How can contact centres contribute to overall corporate strategy
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Bart Taylor

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

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Neeti Mahajan

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

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Brigitte Daubry

Group Chief Customer Care Officer
Lazada Group

9:40 am - 10:10 am CASE STUDY: Realising the Benefits of A Scalable, Lean and Agile Digital Contact Centre

Sonali Verma - Head, Customer Experience and Innovation, Regional Bancassurance Manulife Asia
·         Managing and optimizing digital engagement in achieving full customer visibility
·         Why a digital operating model is perfect for serving your connected customers
·         Digitising processes and operations to improve agility and empower customers
·         Measuring contact centre performance and benchmarking with industry standards
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Sonali Verma

Head, Customer Experience and Innovation, Regional Bancassurance
Manulife Asia

10:10 am - 10:25 am Speed Networking

10:15 am - 10:45 am Morning Refreshment Break

DIGITISATION & TRANSFORMATION

10:55 am - 11:25 am The Time to Transform Contact Centers with Intelligence is Now

Vijay Iyer - Head of Customer Experience Specialists, Asia & India Salesforce
  • Leverage artificial intelligence to drive better omni-channel conversations
  • Amazing experiences need empowered agents - Agents need intelligent contact center tools
  • Surface deeper, more actionable insights for contact centers to take real-time decisions
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Vijay Iyer

Head of Customer Experience Specialists, Asia & India
Salesforce

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Hence Steve

Head of Customer Operations
Traveloka

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Jonathan Lim

Head, Digital Strategy
OCBC Bank

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James Tan

Chief Executive Officer
Tokio Marine Life Insurance

11:55 am - 12:25 pm Beyond Connected: Data-Driven Customer Experience in Contact Centres

David Beards - Manager, Collaboration & Contact Centre – Asia Pacific West Unified Communications Services
·      How are data and analytics impacting customer contact centres?
·      Delivering truly connected customer experiences in the era of digital
·    Leveraging data to reshape customer interactions and make better data-driven decisions
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David Beards

Manager, Collaboration & Contact Centre – Asia Pacific
West Unified Communications Services

12:25 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

TRACK A: ARTIFICIAL INTELLIGENCE

2:00 pm - 3:30 pm Personalising Customer Interactions with Data-Driven Strategies
Steven Kopec - Head of Service Management Accedo Broadband Asia
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Steven Kopec

Head of Service Management
Accedo Broadband Asia

TRACK A: ARTIFICIAL INTELLIGENCE

2:00 pm - 3:30 pm Artificial Intelligence Powered Chatbots – The Future of Customer Service
Bhupinder Singh - Head of Customer Presales & Service Vodafone Asia-Pacific
Martin Taylor - Global Chief Marketing Officer Content Guru
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Bhupinder Singh

Head of Customer Presales & Service
Vodafone Asia-Pacific

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Martin Taylor

Global Chief Marketing Officer
Content Guru

TRACK A: ARTIFICIAL INTELLIGENCE

2:00 pm - 3:30 pm Humanising Customer Journeys with Artificial Intelligence
Ken Yong - Head, Contact Centre - Customer Experience & Analytics Hong Leong Bank
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Ken Yong

Head, Contact Centre - Customer Experience & Analytics
Hong Leong Bank

TRACK A: ARTIFICIAL INTELLIGENCE

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

TRACK B: CHANNEL MANAGEMENT

2:00 pm - 3:30 pm Developing a Single Customer View to Provide a Unified Service
Marion Armand - Head of Customer Excellence, Asia Pacific Merck
Efrat Kanner-Nissimov - Marketing Director, Multi-Channel Recording LOB NICE
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Marion Armand

Head of Customer Excellence, Asia Pacific
Merck

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Efrat Kanner-Nissimov

Marketing Director, Multi-Channel Recording LOB
NICE

TRACK B: CHANNEL MANAGEMENT

2:00 pm - 3:30 pm Social Media Integration in Contact Centres
Jacque Lim - Head of Assistance and Medical Services Singapore International SOS
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Jacque Lim

Head of Assistance and Medical Services Singapore
International SOS

TRACK B: CHANNEL MANAGEMENT

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

TRACK C: CUSTOMER EXPERIENCE

2:00 pm - 3:30 pm Transforming the Digital Experience and Customer Engagement in Contact Centres
Sushil Bhutani - Technical Team Leader for Sales Consulting Oracle Communications
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Sushil Bhutani

Technical Team Leader for Sales Consulting
Oracle Communications

TRACK C: CUSTOMER EXPERIENCE

2:00 pm - 3:30 pm Improving the ‘Employee Journey’ to Optimise Customer Experience
Raynu Niyomdechar - Group Vice President of Customer Experience FWD Group
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Raynu Niyomdechar

Group Vice President of Customer Experience
FWD Group

TRACK C: CUSTOMER EXPERIENCE

2:00 pm - 3:30 pm Successfully Implementing Voice of The Customer Programs in Contact Centres
Stephanie Myers - VP, Customer Strategy, Experience & Loyalty Prudential Assurance Company Singapore
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Stephanie Myers

VP, Customer Strategy, Experience & Loyalty
Prudential Assurance Company Singapore

TRACK C: CUSTOMER EXPERIENCE

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

WORKFORCE MANAGEMENT & VALUE CREATION

4:00 pm - 4:30 pm 2017 Global Contact Centre Applicant Skills Benchmarking Study

Brent Holland - Executive Vice President, Customer Solutions FurstPerson Inc.
·         Exploring research on contact centre skills from 2.2 million contact centre applicants
·         Identifying applicant strengths and weaknesses across major global contact centre markets
·         Learning about emergent skills and capitalising on market strengths to attract new businesses
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Brent Holland

Executive Vice President, Customer Solutions
FurstPerson Inc.

4:30 pm - 5:00 pm Deploying Robotic Process Automation to Enhance Contact Centre Performance

Jeremy Tan - Director, Call Centre Operations Marina Bay Sands
  • Implementation of RPA in contact centres and the utilisation progress with call centre agents
  • Creating call centre nirvana with the right mix of agents support and smart automation
  • Training agents on building internal
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Jeremy Tan

Director, Call Centre Operations
Marina Bay Sands

  • Evaluating key performance metrics for contact centre success
  • Developing robust workforce management to deliver cost savings and performance gains
  • Upskilling agents to ensure service standards and customer experience excellence
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Suet Yu

Regional Head of Customer Experience
AXA Asia

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Astikaningrum -

Call Center Head
PT Elang Prima Retailindo

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Jasmine Gunaratnam

Gunaratnam
AIG Asia Pacific Insurance

Vivien Ong

Head of Workforce Management, SG & Regional Customer Centre
DBS Bank

5:45 pm - 6:00 pm Chairman’s Closing Remarks & End of Day One