CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

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

CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018

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

FUTURE PROOFING CONTACT CENTRES

FUTURE PROOFING CONTACT CENTRES

9:00 AM - 9:45 AM CXO PANEL: Evaluating Contact Centre Success and its Strategic Importance in Driving Customer Experience

Bart Taylor, Chief Operations Officer, Malaysia, Singapore & Indonesia, Allianz Worldwide Partners Neeti Mahajan, Managing Director , Head of Operations, HSBC Global Service Centre , Malaysia
· 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

FUTURE PROOFING CONTACT CENTRES

9:45 AM - 10:15 AM Effective Governance and Scaling up Your Contact Centres in the Digital Age

Daryl Niemandt, Head of Contact Centres and Partnerships, Bupa

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Daryl Niemandt

Head of Contact Centres and Partnerships
Bupa

FUTURE PROOFING CONTACT CENTRES

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

DIGITISATION & TRANSFORMATION

DIGITISATION & TRANSFORMATION

10:40 AM - 11:30 AM PANEL: Building Digital Capabilities to Serve Next Generation Customers

Hence Steve, Head of Customer Operations, Traveloka Jonathan Lim, Head, Digital Strategy, OCBC Bank James Tan, Chief Executive Officer, Tokio Marine Life Insurance

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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

DIGITISATION & TRANSFORMATION

11:30 AM - 11:45 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

DIGITISATION & TRANSFORMATION

11:45 AM - 12:30 PM Session reserved for West

DIGITISATION & TRANSFORMATION

12:30 PM - 2:10 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

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 Humanising Customer Journeys with Artificial Intelligence

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

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

TRACK B: CHANNEL MANAGEMENT

2:00 PM - 3:30 PM Social Media Integration in Contact Centres

TRACK B: CHANNEL MANAGEMENT

2:00 PM - 3:30 PM Mobile Engagement for the New Age App-Driven Customers

TRACK B: CHANNEL MANAGEMENT

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

TRACK C: CUSTOMER EXPERIENCE

2:00 PM - 3:30 PM Designing an Effective Voice of the Customer (VOC) Program

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 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 Putting Speech and Text Analytics at the Core of 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

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

WORKFORCE MANAGEMENT & VALUE CREATION

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.

WORKFORCE MANAGEMENT & VALUE CREATION


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

WORKFORCE MANAGEMENT & VALUE CREATION

5:00 PM - 5:45 PM PANEL: Managing Operating Costs and Agent Productivity for Optimal Service Delivery

Suet Yu, Regional Head of Customer Experience, AXA Asia Astikaningrum, Call Center Head, PT Elang Prima Retailindo Kuldip Kulkarni, Senior Vice President, Regional Customer Centre, DBS Bank
  • 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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Kuldip Kulkarni

Senior Vice President, Regional Customer Centre
DBS Bank

WORKFORCE MANAGEMENT & VALUE CREATION

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