Wednesday, 29 September 2021
Meeting Changing Needs & Expectations in Service
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
10:10 am - 10:50 am
Panel Discussion: Transitioning to a Remote-First Customer Contact Centre Model to Bolster Against Disruption
Syarif Lee -
Regional Head, Live Channel Experience,
Lazada Group
Anila Fredericks - Head of Customer Service Operations, Telstra
Wasi Abidi - Global Head Unified Communication Infra, Mondelēz International
- Debating the return of agents to contact centres amidst uncertainties from the pandemic
- Implementing robust frameworks for new “remote-first” contact centre operations
- Harnessing real-time monitoring technology and tools to enable remote agents to perform effectively
10:50 am - 11:30 am
Elevation of CX through Interaction Analytics
Kate Zawerucha -
Director of Customer Analytics & Experience, Asia Pacific,
Verint
Organisations need to understand their interactions with customers across ALL communication channels to make decisions to drive their business. This is impossible with the exploding number of interactions and channels leading to unstructured data in disparate systems and silos. In this session, Verint will demonstrate how to unlock the full value of your CX investments, break down internal silos and access and act on real time and deep customer insights by using the right framework.
11:30 am - 12:10 pm
Case Study: Next Gen Customer Interaction Digital Hub
Sandra de Zoysa -
Group Chief Customer Officer,
Dialog Axiata
- Effectiveness of digital touchpoints in resolving customer enquiries
- Performance and uptake of automated self-service channels
- Success of digital engagement and envisioning it as a future customer interaction strategy
12:10 pm - 12:10 pm
End of Virtual Conference
