Agenda – all timings are in Singapore time

Day One

Tuesday 27 August 2019

Chairman's Opening Remarks

10:00am - 10:45am Fix 'broken' customer journeys using Speech Analytics

The use of speech analytics solutions can be used to continuously monitor conversations between advisors and customers while effectively measuring stress levels, script clarity, and raised voices. By doing so, contact centres can find more ways of better understanding their customers to tailor the way they interact with them accordingly. In this session, discover how to use the Voice of Customer Analytics as a way to get customer feedback and improve the customer experience in the contact centre through Csat surveys, social listening and speech analytics.

Key takeaways:

Move from a reactive servicing to a more proactive serving
Create an interception strategy for service recovery and ‘fix’ broken customer journeys
Understand the underlying issues behind negative emotions through Speech Analytics to improve the customer journey.

Geeta Sreeraman, Head of Customer Centre, DBS Bank, (Singapore)

11:00am – 11:45am Transforming contact center efficiency with Intelligent Automation at Vodafone New Zealand

As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-end journeys. The consumer demand for round-the-clock support continues to create unprecedented challenges for contact centers. Only businesses that can find a balance between faster problem resolution and personalised service will be able survive these challenges and win the customers over.

Join this webinar to know how Intelligent Automation (IA) helped Vodafone New Zealand improve the quality and efficiency of their contact centers, delivering business benefits at various customer touchpoints. It further discusses how the company automated their contact centers to enhance operational efficiency and increase customer satisfaction.

Deepak Kumar, Associate Vice President & Head of Sales for APAC at EdgeVerve

Brendan Shea, Lead Digital Care & Automation, Vodafone New Zealand Limited

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2:00pm - 2:45pm AI in Contact Centre environment and it’s impact on efficiency

With a channel explosion giving the users choice of channel for communication, there exists a need for managing the channels with a single experience, while enabling the agents to handle the requests in most efficient manner.AI with its immense possibilities can work in tandem with human resources to achieve higher productivity, efficiency and improved customer experience.

Aditya Garg, Head of Solutions Consulting, Genesys India

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3:00pm-3:45pm CX Trends 2019
Successful businesses need a single, integrated place to manage all their support interactions across different channels, including chat, phone, and email. It’s increasingly important for customer support teams to use open platforms so they can seamlessly add emerging channels–like WhatsApp–to the menu so they can meet their customers where they are. Join Malcolm Koh, Customer Experience Strategist at Zendesk, as he evaluates the latest customer experience trends and look at how businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide fast, proactive support.

Malcolm Koh, APAC Customer Experience Strategist, Zendesk

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End of Day One

Day Two

Wednesday 28 August 2019

Chairman´s Opening Remarks

10:00am – 10:45am How Intelligent Automation is Changing Contact Center Outsourcing
Despite the relentless push towards digitilisation, the human touch remains highly important for many
successful enterprises. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?

Attend this session to hear our speaker sharing critical insights:
Real life stories about AI projects across various customer touchpoints
How organisations can leverage AI to build lifelong customer relationships

Alex Koshy, Head of Sales, BPO, Asia and Japan, Automation Anywhere

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11:00am – 11:45am The art of customer acquisition: How one brand won a 35% increase in sales volume
Recently, one of the world’s leading telecommunications brands presented a potential digital marketing and sales vendor with a make-or-break challenge: “Go head-to-head with our in-house call center and existing marketing agency and see if you can deliver more customers and revenue within eight weeks.” Join this webinar to go behind-the-scenes with this case and discover how Clearlink (a SYKES company), actually managed to outperform the telco brand’s in-house call center, delivering a 35% increase in sales volume and simultaneously decreasing media spend in under a two-month period.

Lachlan Maxwell, Managing Director, Business Development, SYKES
Jesse Himsworth, Executive VP of Strategy & Brand Marketing, Clearlink, A SYKES Company

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End of Day 2

Chairman’s Closing Remarks

End of Conference

Brendan Shea

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