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2020 was a year for the unexpected. The global pandemic resulted in many operational issues for businesses across the world and customer engagement hubs were put to the test. Many struggled with increasing customer demand and the need to keep up with customer service – all while contact centres were forced to adopt remote working arrangements, inevitably affecting their operations.

This pandemic highlighted the need for customer engagement hubs to not only be resilient, but to be able to withstand the stress of global crisis. Driven by a need for business continuity, investments in digital tools, process optimisation and transformation strategies became top priority for customer engagement hubs across Asia.

CCW Asia Virtual will bring together customer contact and CX professionals to share best practices in future-proofing next generation customer engagement hubs with new technologies, building resilience and scalable operations.

Day One: Monday 22nd March 2021

09:20 AM - Chairman’s Opening Remarks

9:30 AM -  A view from the top: reinvent integrated customer and brand experiences to deliver impactful business performance

10:05 AM - Evolving Proactive AI and Bringing Humanity back to Digital Business and Customer Engagement

10:50 AM -  Speed Networking

11:10 AM - PANEL: Drive omni-channel capabilities through people, process and technology

11:55 AM - Leverage lean and design thinking methodology to maximise valuable contact centre delivery

12:40 PM - PANEL: Customer journey mapping and behavioural economics to improve your OPEX strategy

01:20 PM - BREAK

02:00 PM - INTERACTIVE DISCUSSION GROUPS [1 ROTATION @ 1 HOUR]
Roundtable A - Avoid the hype: decode strategies for an enterprise-wide synergy
Roundtable B - Explore the changing habits of your customer through data
Roundtable C - Review channel effectiveness in optimising contact centre performance and customer experience

03:00 PM - END OF DAY 1

Day Two: Tuesday 23rd March 2021

10:50 AM - Chairman’s Opening Remarks

11:10 AM - PANEL: Buy it or build it? How to develop tech evaluation criteria for your organization?

11:55 AM - Rethinking technology in a legacy company to invigorate your competitive advantage

12:40 PM - PANEL: Digitalise and automate contact centre operations to scale performance and efficiency gains

01:20 PM - BREAK

02:00 PM - INTERACTIVE DISCUSSION GROUPS [1 ROTATION @ 1 HOUR]
Roundtable D - How to leverage automation across learning & development
Roundtable E - Use voice biometrics to take authentication to the next level
Roundtable F - How to drive agent productivity and engagement through gamification and programming

03:00 PM - END OF DAY 2

Day Three: Wednesday 24th March 2021

09:20 AM - Chairman’s Opening Remarks

09:30 AM - Reinvent the customer journey though analytics, AI and process optimisation

10:05 AM - Harness AI in digital self-service to drive operational efficiency

10:50 AM - Speed Networking

11:55 AM - Keep up with changing trends: Implement a start-up mentality and best disrupt your business with a ‘fail fast’ culture

12:40 PM - PANEL: Understand how the new psychological foundation of consumer behaviour affects the perception of your brand

01:20 PM - BREAK

02:00 PM - INTERACTIVE DISCUSSION GROUPS [1 ROTATION / 1 HOUR]
Roundtable G - Translate customer analytics into customer intelligence, improving service quality
Roundtable H - The role of story-telling vs consumer need
Roundtable I - Modernise service excellence with innovative customer care collaboration

03:00 PM - END OF CONFERENCE

CCW & CX Network Online Events | Who attends our events 

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Who should attend?

CCW & CX Network Live online events are designed to offer insight and inspiration to senior CX decision makers including heads of

Customer Engagement

Customer Operations

Contact Centre

Customer Service

Customer Care

Contact Centre Sales

Customer Experience

Service Delivery

2021 SPONSORS

Get Involved with Customer Contact Week Asia

For more information on how CCW Asia Virtual is uniquely placed to help you shape and deliver your message to a targeted audience contact us now! View our Digital Media Kit

Terence Wu
CCW Asia Virtual
Sponsorship@iqpc.com.sg