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Main Conference Day 2

REVENUE GENERATION

8:00 AM - NaN:NaN AM Registration and Coffee & Tea

9:00 AM - 9:15 AM Chairman’s Welcome Remarks

· Transitioning from a plain vanilla service-oriented call centre to a ‘sales through service’ channel
· Refocusing on customer relationship building amidst staffing and average handling time requirements
· Turning customer insights into quantifiable data for increasing revenue streams – When and how to upsell and cross-sell?

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Marc Tan

Senior Director, Member Services
Marriott Vacations Worldwide Corporation
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Mun Wei Siew

Head of Contact Centre
PropertyGuru International (Malaysia) Sdn Bhd
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Rudy Dalimunthe

Group Head, Customer Care & Telesales
Indosat Ooredoo

10:00 AM - NaN:NaN AM CASE STUDY: The Effective Transition of Customer Contact from Voice to E-service Channels

Hariharan Rajagopalan, Head of Central Asia Pacific Contact Center, Lenovo Technology
· Changing customer mindset and communicating the benefits of using E-service channels
· Evaluating web design enhancements that work in channeling customers to E-service portals
· Unravelling the complexities of digital adoption for faster problem resolution and customer engagement

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Hariharan Rajagopalan

Head of Central Asia Pacific Contact Center
Lenovo Technology

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

INTERACTIVE DISCUSSION GROUPS: CONTACT CENTRE TECHNOLOGY

11:00 AM - 12:30 PM ROUNDTABLE A: The Promise of Cost Savings and Efficiency with Cloud Computing Services

11:00 AM - 12:30 PM ROUNDTABLE B: Deploying Smart IVR Design and Systems for Improved Customer Experience

Aaron Delapaz, Head, Operations - Loyalty Division, Cebu Pacific Air

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Aaron Delapaz

Head, Operations - Loyalty Division
Cebu Pacific Air

11:00 AM - 12:30 PM ROUNDTABLE C: New Age Digital Applications: Going the Extra Mile with Live Chat Channels

Cédric Blum, Head of Customer Engagement, iflix

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Cédric Blum

Head of Customer Engagement
iflix

11:00 AM - 12:30 PM ROUNDTABLE D: Uncovering Actionable Customer Insights Through Real-Time Speech Analytics

Damian Leach, Head, Real Time Communications, Standard Chartered Bank

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Damian Leach

Head, Real Time Communications
Standard Chartered Bank

12:30 PM - 1:30 PM Networking Lunch

EMPLOYEE ENGAGEMENT AND VALUE CREATION

1:30 PM - NaN:NaN AM CASE STUDY: Motivating Employees Through Differentiated Engagement and Empowerment

Cheryl Paul, Head of Customer Contact, AIA Berhad
· Inculcating a cohesive culture and environment that recognises performance and rewards
· Building a highly engaged workforce: Cross-examining motivational methods for Gen-X versus the millennials
· Promoting open communication and regular feedback between agents and senior management

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Cheryl Paul

Head of Customer Contact
AIA Berhad

2:00 PM - 2:30 PM Managing Human Capital and Leveraging Your Company’s Greatest Asset

Arien Faye Alcid-Mendoza, Head of Customer Service, ZALORA Group
· Attracting and retaining talent on a sustained basis to decrease the reliance on outsourcing
· Rethinking call centre staffing and recruitment in minimising talent attrition
· Hiring to grow: Creating purpose-centered career paths and scaling the business infrastructure for management succession

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Arien Faye Alcid-Mendoza

Head of Customer Service
ZALORA Group

2:30 PM - NaN:NaN AM Afternoon Refreshment Break

CHANNEL MANAGEMENT

3:00 PM - NaN:NaN AM Introducing Social Media Initiatives for Digital Transformation in Contact Centres

Cédric Blum, Head of Customer Engagement, iflix
· Gathering competitive intelligence and customer feedback on social media channels
· Monitoring communication channels and making social media integration work for your call centre
· Revolutionising customer care with the merging of social CRM and customer experience management

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Cédric Blum

Head of Customer Engagement
iflix
· Understanding customer preferences and investing in technology to digitise and enhance touchpoints
· Leveraging big data and smart analytics in reducing customer churn and generating new revenue streams
· The rise of mobile commerce and contact centre applications for enhanced user experience
· Unifying CRM systems across all contact channels to ensure seamless customer interaction and service delivery

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Chin Lai Ti

Head of Tools & Technology, Global & APEM Customer Service
DHL
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Damian Leach

Head, Real Time Communications
Standard Chartered Bank
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Rudy Dalimunthe

Group Head, Customer Care & Telesales
Indosat Ooredoo
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Suhazimah Bt Dzazali

Deputy Director General (ICT)
Malaysian Administrative Modernisation And Management Planning Unit (MAMPU)

4:15 PM - 4:25 PM Chairman’s Closing Remarks and End of Summit