Ben Fairbank

Head of Customer Experience
GRAB Philippines

Ben Fairbank has over 20 years global experience and more than 12 in C Level roles, currently he is the Head of Customer Experience at Grab, a ride-hailing app based in Asia. An internationally recognised leader in Customer Experience, Cultural Change Management and Operations, Ben has taken multiple companies to number 1 in their respective markets. He is constantly challenging the way businesses look after their people, who look after their customers.

Check out the incredible speaker line-up to see who will be joining Ben.

Download The Latest Agenda

CONFERENCE DAY ONE

Wednesday, June 14th, 2017

8:45 AM Chairman’s Welcome Remarks

9:30 AM Building an Agile End-To-End Customer Journey Roadmap with Agents and Partners in Contact Centres

Using agile methodology to deliver an excellent and uniform customer experience across all touchpoints
How can the customer journey roadmap serve as a central focus for agents to deliver great service performance?
Overcoming the challenges of building an international standardised model in journey mapping

CONFERENCE DAY TWO

Thursday, June 15th, 2017

9:00 AM Chairman’s Welcome Remarks

11:15 AM PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution

Guidelines but not scripts: Innovating and personalising agents’ responses to customers
Establishing a line of escalation and orderly communication plan to drive faster first call resolution
Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
Establishing reliable metrics of first call resolution: What should be measured?