18 - 21 March, 2019
Singapore

CONFERENCE DAY TWO: WEDNESDAY 20 MARCH 2019

CONFERENCE DAY TWO: WEDNESDAY 21 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

CUSTOMER EXPERIENCE EXCELLENCE

9:00 am - 9:30 am KEYNOTE: Advancing Customer Experience with Effective Contact Centre Digitisation and Transformation

  • Investing in the transition of voice-oriented contact centres to ‘sales through service’ centres
  • Aligning strategies, structures, processes and technology tools to deliver customer value across all channels
  • How can next generation contact centres leverage digital opportunities and scale up to a customer centre of excellence?

9:30 am - 12:00 am From Contact Centres to Customer Engagement Hubs – Charting a Successful Organisational and Cultural Digital Roadmap

Philip Joseph - Chief Officer Customer Experience & Service Operations, Ooredoo Myanmar
  • Creating a customer-centric business and organisational mindset shift to compete in the digital age
  • The ‘uberisation’ of contact centres: Refining operations and workforce mobility to meet changing customer needs
  • Disrupting the status quo: Turning contact centres into engagement hubs that fits in the broader context of customer service
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Philip Joseph

Chief Officer Customer Experience & Service Operations
Ooredoo Myanmar

10:00 am - 10:30 am Delighting Agents and Unifying Customer Experience in a Multi-Channel World

  • Delivering connected customer experience through multi-channel integration
  • Interconnecting the functionalities of your contact centre and CRM strategy to extend selfservice capabilities
  • Maximising agility, collaboration and productivity with a robust enterprise architecture

10:30 am - 11:15 am Morning Refreshment Break

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

CUSTOMER EXPERIENCE

11:15 am - 11:45 am Embracing Speech Analytics to Enhance Contact Centre Compliance and Customer Interactions
  • Operationalising speech analytics to obtain important customer insights
  • The value of speech analytics in delivering customer experience, improving agent efficiency and driving business outcomes
  • Bracing against online fraud and strengthening contact centre defense with speech analytics

CUSTOMER EXPERIENCE

11:45 am - 12:15 pm Building Digital, Connected and Adaptive Customer Experience in Next Generation Contact Centres
Kailash Ramalingam - Regional Head, DBS Customer Centre & Service Platforms, DBS Bank
  • Rethinking and materialising connected customer experiences in the age of digital
  • What does it take from designing the user interface to a complete customer journey?
  • Establishing strategic investment roadmaps to develop customer-centric contact centres
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Kailash Ramalingam

Regional Head, DBS Customer Centre & Service Platforms
DBS Bank

CUSTOMER EXPERIENCE

12:45 pm - 2:00 pm Networking Lunch

CHANNEL MANAGEMENT

11:45 am - 12:15 pm Revolutionising Customer Engagement and Loyalty through Hyper-Personalisation
  • Embracing hyper-personalisation as the new normal
  • Understanding behaviors and personas to connect the dots on customer experience
  • Having consistent insight-driven personalisation embedded into all channels

CHANNEL MANAGEMENT

12:15 pm - 1:45 pm Programming Voice Bots to Supplement Voice Channels
Ricky Hi - Director, Operations, National Dental Centre Singapore
  • Putting conversational AI at the forefront of a contact centre’s digital agenda
  • Evolving bots into intelligent agents that drive unified and collaborative customer engagement
  • Harnessing the benefits of AI-powered chatbot interactions

Ricky Hi

Director, Operations
National Dental Centre Singapore

CHANNEL MANAGEMENT

12:45 pm - 2:00 pm Networking Lunch

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

CUSTOMER EXPERIENCE

2:00 pm - 2:45 pm PANEL: How are Digital Channels Unlocking New Opportunities for Contact Centres to Own the Customer Experience?

Anuchit Khamnoi - Head of Customer Service & Community, LINE Mobile
Anjali Kalia - Head of Consumer Connections, APAC, Reckitt Benckiser Health
  • Managing and optimising digital channels for a competitive advantage
  • Transiting to ROI-driven contact centres: Insights to improving customer engagement, NPS scores and brand loyalty
  • Opening doors to new customer segments with the deployment of digital technologies
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Anuchit Khamnoi

Head of Customer Service & Community
LINE Mobile

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Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

CUSTOMER EXPERIENCE

2:45 pm - 3:15 pm Mapping the Customer Journey through a Data-Driven Approach

  • Categorising and analysing customer data for holistic service improvements
  • Leveraging data to reshape customer interactions and make informed decisions
  • Utilising customer journey analytics to attain real business impact

CUSTOMER EXPERIENCE

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

MONETISING CUSTOMER INSIGHTS

CUSTOMER EXPERIENCE

3:45 pm - 4:15 pm How can Sharing Real-Time Customer Feedback on the Frontline Boost Contact Centre Performance?
  • Implementing contact centre analytics to acquire real-time customer feedback
  • Making the leap to a transparent culture on the contact centre floor
  • Missteps to avoid when capturing and actioning on customer feedback

CUSTOMER EXPERIENCE

4:15 pm - 5:00 pm PANEL: Defining Customer Touchpoints for Accurate Root Cause Analysis and Exceptional Service Experience
  • Asking the right questions to better converse with customers and perform root cause analysis
  • From touchpoints to journeys – Seeing the world as customers do
  • Decreasing contact centre cost metrics through improved call resolution and deflection

CUSTOMER EXPERIENCE

5:00 pm - 5:15 pm Chairman’s Closing Remarks & End of Summit