CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

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

CONFERENCE DAY TWO: WEDNESDAY 21 MARCH 2018

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

CUSTOMER EXPERIENCE EXCELLENCE

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

CUSTOMER EXPERIENCE EXCELLENCE

9:30 AM - 10:00 AM High-Tech, High-Touch: Humanising Customer Experience in a Digital Era

Mary Jane Valero, First Vice President, Head of Customer Experience, Philippine Savings Bank
  • Leveraging technology innovations such as chatbots and IVRs in customer engagement
  • Managing digital customer touchpoints and delivering meaningful experiences
  • Perfecting the art of service culture to boost customer satisfaction and inspire loyalty

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Mary Jane Valero

First Vice President, Head of Customer Experience
Philippine Savings Bank

CUSTOMER EXPERIENCE EXCELLENCE

10:00 AM - 10:30 AM Reserved Session

CUSTOMER EXPERIENCE EXCELLENCE

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 Captive, Hybrid or Outsourcing?

TRACK D: OPERATIONAL EFFICIENCY

11:00 AM - 12:30 PM Cloud Migration for Contact Centres

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

TRACK E: AUTOMATION

11:00 AM - 12:30 PM Building the Business Case for Robotic Process Automation

TRACK E: AUTOMATION

11:00 AM - 12:30 PM Optimising IVR to Enhance Efficient Call Routing

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

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

11:00 AM - 12:30 PM Nurturing and Upskilling Contact Centre Agents in the Digital Era

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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Jasmine Gunaratnam

Gunaratnam
AIG Asia Pacific Insurance
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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

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT


2:45 PM - 3:15 PM Delivering the Digital Experience and Driving Channels Uptake in Contact Centres

  • Incorporating digital channels into your contact centre strategy
  • The move to digital: Managing channel volume and staffing for new rollouts
  • Assessing the effectiveness of self-service channels in handling customer response and resolution

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

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

MONETISING CUSTOMER INSIGHTS

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

MONETISING CUSTOMER INSIGHTS

4:15 PM - 4:45 PM Beyond Customer Listening to Understanding: Relevance and Benefits of Voice of the Customer Programs in Contact Centres

Stephanie Myers, VP, Customer Strategy, Experience & Loyalty, Prudential Assurance Company Singapore
  • VOC program design considerations – What questions to ask and which actions to take?
  • Capturing customer feedback to drive continuous improvements in service excellence
  • Closing the gaps in customer understanding to deliver on business, brand and experience

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Stephanie Myers

VP, Customer Strategy, Experience & Loyalty
Prudential Assurance Company Singapore

MONETISING CUSTOMER INSIGHTS

4:45 PM - 5:15 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

MONETISING CUSTOMER INSIGHTS

5:15 PM - 5:30 PM Chairman’s Closing Remarks & End of Summit