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Main Conference Day 1

8:45 AM - 9:15 AM Chairman’s Welcome Remarks

DIGITISATION AND CUSTOMER CENTRICITY

9:00 AM - 9:30 AM KEYNOTE: Moving Towards a Next Generation Contact Centre in Adapting to Evolving Customer Expectations

Damian Leach, Head, Real Time Communications, Standard Chartered Bank
· How to successfully achieve digital transformation in contact centres?
· Setting the vision and measurable KPIs to evaluate and improve on digital processes
· Incorporating flexible technology strategies and solutions to meet the needs of today’s customers

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Damian Leach

Head, Real Time Communications
Standard Chartered Bank

9:30 AM - NaN:NaN AM KEYNOTE: Integrating Contact Centres Within an Organisation’s Overall Customer Experience Strategy

· Redefining contact centre goals with customer experience management objectives
· Empowering contact centres to play a strategic role in customer journey mapping
· The intelligent contact centre: Mastering low-cost and high impact customer interactions
· Combining a top-down and bottom-up approach for leadership and change management

10:00 AM - 10:30 AM CASE STUDY: Adopting a ‘Beyond Four Walls’ Approach to Embrace the Ever Rising Expectations of Commuters

Dave Ong, Head, Passenger Service Department, SMRT
· Aligning the contact centre to overcome challenges faced by SMRT and in supporting the company’s overall strategies
· The role of interdepartmental coordination in contributing to SMRT’s successful transformation
· Various methods of face interaction with commuters to keep updated on service experience beyond contact centres

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Dave Ong

Head, Passenger Service Department
SMRT

10:30 AM - 11:15 AM Speed Networking and Morning Refreshment Break

OPERATIONAL EFFICIENCY AND SERVICE DELIVERY

· Evaluation criteria in deciding the appropriate operation model for your contact centre’s current and future needs
· Charting an optimal course for offshoring strategies, business transformation and competitive market advantage
· Looking beyond costs: Weighing options in view of control needs, cultural compatibility and risk appetite

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Jayajasen Kulasinghi

Head Australia Operations & SG,HK Contact Centre
AIA Shared Services Sdn. Bhd.
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Hariharan Rajagopalan

Head of Central Asia Pacific Contact Center
Lenovo Technology
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Sharron (Ron) Ravalo

Senior Director, Site & Contact Center
Johnson & Johnson

12:00 PM - 12:30 PM CASE STUDY: Achieving Efficient and Quality Service Recovery in Contact Centres

Kelly Lau, , DBS Bank
· Operationalising contact centre experiences through a customer focused enterprise
· Ensuring service level consistency at all touchpoints with quality staff training
· Bridging service gaps with real-time analytics for administering complaint resolution and recovery action

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Kelly Lau


DBS Bank

12:30 PM - 1:00 PM Going Beyond Customer Service KPIs and Creating Customer Experience Memories

Sachin Bhatia, Co-Founder, Ameyo

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Sachin Bhatia

Co-Founder
Ameyo

1:00 PM - 2:00 PM Networking Lunch

WORKFORCE MANAGEMENT

· Streamlining workflow processes, technology integration and resource allocation
· Improving learning pathways with training programmes and support tools
· Developing predictive models to monitor agent productivity and performance

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Justin Chu

VP Operations
Fullerton Health
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Robin Chen

Director, Consumer Contact Centre
CIMB Bank
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Sylvia Liao

First Vice President, Contact Centre UCOE Contact Centre
UOB

2:45 PM - NaN:NaN AM The Evolving Role of Contact Centres in The Digital Age

Wardhani Soedjono, Vice President, BPO, VADS Berhad


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Wardhani Soedjono

Vice President, BPO
VADS Berhad

3:15 PM - 3:45 PM Afternoon refreshment break

3:45 PM - NaN:NaN AM Implementing a Robust Multi-channel and Enterprise Integration Platform to Seek, Acquire and Retain Customers

Peter Grattan, Head of Customer Operations, Telstra
· Overcoming challenges in the shift from voice to digital customer contact channels
· Creating clear and tangible business benefits that align with the overall customer management strategy
· Defining the roadmap for operational productivity and customer experience excellence

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Peter Grattan

Head of Customer Operations
Telstra

PROCESS AUTOMATION AND INNOVATION

· Best practices to educate and incentivise customers for increased uptake and usage of self-service options
· What are the key performance indicators in measuring the effectiveness of automated self-service channels?
· Developing a frictionless customer-centric strategy with the optimal blend of automation and human interface

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Sareena Baldhiraj

Vice President, Customer Support and Success
TradeGecko
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Balamurugan Muniraju

Vice President Contact Centre Operations
Astro
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Arien Faye Alcid-Mendoza

Head of Customer Service
ZALORA Group

5:00 PM - 5:10 PM Chairman’s Closing Remarks and End of Day One