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2020 was a year for the unexpected. Transformation driven by uncertainty and a need for business continuity, it became more vital than ever to continue to connect, share best practices, failures and new technologies, all for safeguarding the here and now.

Ensuring we are prepared for whatever may come in the future, we will continue to bring CCW Asia virtually, introducing lessons learned, cutting edge strategies, and quality discussions to you in the comfort of your own home.

CCW Asia Virtual is a complimentary, week long virtual experience which will bring together an exclusive community of CX and Customer Contact professionals together in an interactive and informative virtual summit.

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

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

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

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


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

CCW & CX Network Online Events | How it works 


Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place


Step 2: Confirmation email 
This will be dispatched upon registration and will contain
login information


Step 3: Schedule time 
Mark some time in your calendar when you can be free of distractions or watch with colleagues


Step 4: Watch the event 
Click the link in the confirmation email and prepare questions for our industry-leading speakers

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