Agenda Day 1 - Monday, 22 March 2021

Building Resiliency Amidst the Pandemic

10:00 am - 10:05 am CCW Digital Welcome & Housekeeping Address

10:05 am - 10:10 am Chairperson Opening Address

Anila Fredericks - Head of Customer Service Operations, Telstra Global
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Anila Fredericks

Head of Customer Service Operations
Telstra Global

10:10 am - 10:50 am Enabling Brilliant CX & EX in the Work-from-Anywhere World

Ranjeet Mani - Solutions Consultant, LogMeIn
  • Evaluating how the new normal impacts customer service operations for both internal and external stakeholders
  • Addressing foreseeable challenges and potential solutions to help CX leaders navigate through this transformative phase
  • Exploring areas of transformation and fast-tracking investment priorities for CX and EX
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Ranjeet Mani

Solutions Consultant
LogMeIn

10:55 am - 11:35 am Panel Discussion | Enhancing Omni-Channel Capabilities to Achieve Excellent Service Delivery through COVID-19

Neil Gardner - Chief Customer Officer, Generali Asia
Anila Fredericks - Head of Customer Service Operations, Telstra Global
Nic Passmore - Chief Technology Officer, Knosys
  • Harnessing omni-channel strategies to tackle the increase in customer demand and transaction volume during the pandemic
  • Integrating all touch-points and channels to deliver consistent service through the crisis
  • Managing your customer’s journey with a unified view powered by actionable insights
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Neil Gardner

Chief Customer Officer
Generali Asia

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Anila Fredericks

Head of Customer Service Operations
Telstra Global

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Nic Passmore

Chief Technology Officer
Knosys

11:40 am - 11:55 am Virtual Speed Networking Session

12:00 pm - 12:40 pm Scaling Cloud Contact Centre Operations and Customer Engagement through Cloud Platforms

Patrick Ong - Head of Solutions Consulting, ASEAN, Genesys
Satish Annamalai - Principal Business Consultant, Asia, Genesys
  • Infusing digital innovation and investment capabilities in a suitable Cloud platform to spur business growth, functionality and agility
  • Leveraging Cloud technologies to provide consistent and efficient customer service during the pandemic
  • Embracing automation, analytics and digital interactions to manage desired customer outcomes
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Patrick Ong

Head of Solutions Consulting, ASEAN
Genesys

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Satish Annamalai

Principal Business Consultant, Asia
Genesys

  • Leveraging the right technologies and channels to offer service and experience where it matters
  • Bridging customer care and service gaps with effective workforce training and management, utilising the right digital tools and streamlining processes
  • Working with the right partners to support contact centre operations
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Geeta Sreeraman

Head of Customer Centre Singapore
DBS Bank

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Malcolm Koh

Customer Experience Strategist, APAC
Zendesk

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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

1:25 pm - 1:25 pm End of Virtual Conference Day One