19 - 20 March, 2019
Singapore

CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

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

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

CUSTOMER EXPERIENCE EXCELLENCE

9:00 am - 9:30 am KEYNOTE: Mapping Customer Journey in Contact Centres to Deliver an Outstanding End-to-End Experience

Dian Ediana - General Manager, Customer Care Experience Management Telkomsel
·         Developing an unified system to integrate all contact channels to effectively follow customer’s journey
·         Aligning with across all channels to effectively visualise the data
·         Using data to decode customer’s experience from pre-sale to post-sale to visualize the journey
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Dian Ediana

General Manager, Customer Care Experience Management
Telkomsel

9:30 am - 12:00 am High-Tech, High-Touch: Humanising Customer Experience in a Digital Era

Daryl Niemandt - Acting Director Customer Service Bupa
  • Aligning contact centre strategy with organisational goals and customer experience objectives
  • Combining people, process and technology to steer continuous improvements and raise
service excellence
  • How else can contact centres add value to the organisation?
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Daryl Niemandt

Acting Director Customer Service
Bupa

10:00 am - 10:30 am Enhancing Customer Experience in Contact Centres through AI-Powered Technology

Ken Yong - Head, Contact Centre - Customer Experience & Analytics Hong Leong Bank
·         Implementing AI-powered real-time speech analytics to acquire actionable customer insights
·         How are advancements in AI technology transforming customer interactions?
·         Perfecting the art of service culture to boost customer satisfaction and inspire loyalty
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Ken Yong

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

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

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

TRACK D: OPERATIONAL EFFICIENCY

11:00 am - 12:30 pm Enhancing Business Value in Multi-Channel COntact Centres
John Brunkard - Director, Asia Pacific Technical Support Symantec
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John Brunkard

Director, Asia Pacific Technical Support
Symantec

TRACK D: OPERATIONAL EFFICIENCY

11:00 am - 12:30 pm Striking the Right Balance between Customer Engagement and Call Efficiency
Peter Fernandez - Head of Regional Contact Centers SG Global Support Services
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Peter Fernandez

Head of Regional Contact Centers
SG Global Support Services

TRACK D: OPERATIONAL EFFICIENCY

12:30 pm - 2:00 pm Networking Lunch

TRACK E: AUTOMATION

11:00 am - 12:30 pm Customer Self-Service Automation
Sarindar Frost - Senior Director Customer Service DHL eCommerce Asia Pacific
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Sarindar Frost

Senior Director Customer Service
DHL eCommerce Asia Pacific

TRACK E: AUTOMATION

11:00 am - 12:30 pm Optimising IVR to Enhance Efficient Call Routing
Ricky Hi - Director, Operations National Dental Centre Singapore

Ricky Hi

Director, Operations
National Dental Centre Singapore

TRACK E: AUTOMATION

12:30 pm - 2:00 pm Networking Lunch

TRACK F: WORKFORCE MANAGEMENT

11:00 am - 12:30 pm Promoting Mobility in Contact Centres
Magdalene Sim - Head, Contact Centre Tan Tock Seng Hospital
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Magdalene Sim

Head, Contact Centre
Tan Tock Seng Hospital

TRACK F: WORKFORCE MANAGEMENT

11:00 am - 12:30 pm Unified Workforce and Quality Management
Justin Chu - VP Operations Fullerton Health
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Justin Chu

VP Operations
Fullerton Health

TRACK F: WORKFORCE MANAGEMENT

12:30 pm - 2:00 pm Networking Lunch

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

  • The importance of coordinated CRM and omnichannel infrastructure in contact centres
  • Uncovering inconsistencies across customer touchpoints and channels to streamline performance
  • Having an integrated view of the customer across all channels for seamless service delivery
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Raj Chaudhuri

Director, Customer Fulfillment Network
American Express

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Anila Fredericks

Head of Customer Service Operations
Telstra

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Hariharan Rajagopalan

Head of Central Asia Pacific Contact Center
Lenovo Technology

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Raj Nair

Senior Vice President & Head- Customer Contact Center
Kotak Mahindra Bank

2:45 pm - 3:15 pm Delivering the Digital Experience in Contact Centres

Sarindar Frost - Senior Director Customer Service DHL eCommerce Asia Pacific
·         Assessing digital contact points and their effectiveness in resolving  customers’ enquiries
·         Considering key performance indicators in measuring the effectiveness of automated self-service channels
·         Measuring the performance on digital engagement and envisioning it as a future interaction strategy
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Sarindar Frost

Senior Director Customer Service
DHL eCommerce Asia Pacific

3:15 pm - 3:45 pm Afternoon Refreshment Break

MONETISING CUSTOMER INSIGHTS

3:45 pm - 4:15 pm Transforming Contact Centres into a Proactive ‘Sales Through Service’ Hub

Cheryl Paul - Head of Customer Contact AIA Berhad
  • Using customer journey mapping to identity opportunities beyond call handling and resolutions
  • Reviewing customer purchase history to increase upsell and cross-sell opportunities
  • Harnessing data analytics and customer insights to maximise contact centre profitability
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Cheryl Paul

Head of Customer Contact
AIA Berhad

4:15 pm - 4:45 pm Driving Performance and Profitability in a Multi- Channel Contact Centre

Raj Chaudhuri - Director, Customer Fulfillment Network American Express
  • Designing new performance metrics for your multi-channel contact centre
  • Building an effective platform to monitor, collect and analyse customer feedback
  • Scaling contact centres growth with a datadriven strategy
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Raj Chaudhuri

Director, Customer Fulfillment Network
American Express

4:45 pm - 5:00 pm Chairman’s Closing Remarks & End of Summit