02 - 05 March, 2020
Sands Expo & Convention Centre, Singapore

SUMMIT DAY ONE: TUESDAY 03 MARCH 2020

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Welcome Remarks

FUTURE PROOFING CONTACT CENTRES

9:00 am - 10:00 am CXO PANEL: Delivering Impactful Business Performance and Purpose through Integrated Customer and Brand Experiences

·      Making strategic investments in people, process and technology to close experience gaps and achieve breakthroughs
·      Leveraging the right technologies and channels to offer service and experience where it matters
·      Navigating a market of “one”: Rethinking customer experience for competitive differentiation and financial profitability
Theng Kiat Goh, Chief Customer Officer at Prudential Assurance Company Singapore

Theng Kiat Goh

Chief Customer Officer
Prudential Assurance Company Singapore

Si Guan Yap, Head of Customer Experience at OCBC

Si Guan Yap

Head of Customer Experience
OCBC

10:00 am - 10:30 am Evolving Proactive AI and Bringing Humanity Back to Digital Business and Customer Engagement

·      Moving customer service and engagement from reactive to proactive
·      Creating experiences that deliver meaningful, personalised and relevant interactions
·      Using new rules of AI to leap ahead on business innovation and profitability
 

10:30 am - 10:45 am Speed Networking

10:30 am - 11:00 am Morning Refreshment Break

DIGITISATION & TRANSFORMATION

STREAM A: AI IN CONTACT CENTRES

11:15 am - 11:45 am AI Contact Centres: The Next Evolution of Sales, Service and Customer Experience
·      Understanding who your customers are and their communication preferences in the age of digital
·      AI advancements in contact centres and immediate benefits to customer communications at scale
·      Eliminating service inconsistencies and simplifying customer experience through integrated AI technology
 

STREAM A: AI IN CONTACT CENTRES

11:45 am - 12:15 pm Deploying Voice Biometrics to Transform Customer Authentication in Today’s Contact Centres
·      Expanding the use of voice biometrics to strengthen anti-fraud and caller verification capabilities
·      Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
·      Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres
Damian Leach, Executive Director, Head of Real-Time Communications at Standard Chartered Bank

Damian Leach

Executive Director, Head of Real-Time Communications
Standard Chartered Bank

STREAM A: AI IN CONTACT CENTRES

12:15 pm - 12:45 pm Embracing Innovations in AI, Digital and Cloud to Empower Customer and Agent Experiences
·      Beyond the buzz: Shaping the future of contact centre AI
·      Combining live agents and bot technology to effectively resolve customer needs
·      Blending AI and the human touch to enhance efficiencies, cost savings and customer loyalty

STREAM A: AI IN CONTACT CENTRES

12:45 pm - 2:00 pm Networking Lunch

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:15 am - 11:45 am Robots at Your Service: Financial and Customer ROI of RPA in Contact Centres
·      Strengthening digital capabilities to harness the full potential of RPA
·      Automating repetitive and rules-based processes to increase agent capacity and focus on value-added work
·      Introducing hybrid RPA for operational efficiency and value creation

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:45 am - 12:15 pm Digitalising and Automating Contact Centre Operations to Scale Performance and Efficiency Gains
·         Revealing the real business value of digitalisation and automation in contact centres
·         Assessing what to digitise and automate to drive operational efficiencies
·         Ensuring integration with current processes, operations and legacy systems

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

12:15 pm - 12:45 pm Accelerating Workforce Optimisation to Adapt and Outperform in Customer Engagement
·      Holistic approaches to strategic workforce planning, upskilling and reskilling
·      Redefining performance metrics to enhance agent productivity and digital readiness
·      Aligning people, processes and touchpoints to deliver seamless customer experience

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45 MINS EACH]

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE A: Increasing Value to Customers with Self-Service Analytics

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE B: The Rise of Unified Communications in Revolutionising Customer Service
Narumon Songtis, FVP- Retail Customer Relations at Kasikornbank

Narumon Songtis

FVP- Retail Customer Relations
Kasikornbank

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE C:Pragmatic Approaches to Realising ROI from AI-Powered Chatbots
Sponsors:
Content Guru


DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE D: Mastering First Contact Resolution to Upscale Service and Manage Costs
Marcus Lim, Assistant Vice President, Head of Customer Service at NETS

Marcus Lim

Assistant Vice President, Head of Customer Service
NETS

DIGITAL SELF-SERVICE

3:30 pm - 4:15 pm Afternoon Refreshment Break

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE E: Investing in Knowledge Management to Drive Contact Centre Performance

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE F: Leveraging Speech Analytics to Improve Service Quality

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE G: Deploying RPA to Streamline Workflow Automation and Customer Support
Martin Head, General Manager, Customer Support Innovation - Asia Pacific Operations at Fuji Xerox

Martin Head

General Manager, Customer Support Innovation - Asia Pacific Operations
Fuji Xerox

WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm ROUNDTABLE H: Workforce Gamification: New Approaches to Agent Productivity and Engagement

WORKFORCE & SERVICE EXCELLENCE

3:30 pm - 4:15 pm Afternoon Refreshment Break

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE I: Ensuring Customer Excellence and Value Creation in CRM Outsourcing
Sponsors:
Inspiro


CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE J: Monetising Voice of Customer Programs for Competitive Differentiation

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE K: Visualising Customer Journeys in an Omni-Channel World
Gina Lim, Head of Customer Experience at AIG Asia Pacific Insurance

Gina Lim

Head of Customer Experience
AIG Asia Pacific Insurance

CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE L: Operationalising and Reaping Positive ROI from Social Customer Care
Kavan Sito, Regional Head of Customer Operations at Shopee

Kavan Sito

Regional Head of Customer Operations
Shopee

CUSTOMER JOURNEYS & INSIGHTS

3:30 pm - 4:15 pm Afternoon Refreshment Break

WORKFORCE MANAGEMENT & VALUE CREATION

STREAM A: AI IN CONTACT CENTRES

4:15 pm - 4:45 pm Mastering Customer Escalation Management with Augmented Analytics
·      Unifying data sources across channels to capture customer sentiments and feedback
·      Advancing data science and business intelligence to derive accurate and actionable insights
·      Bringing a new dimension to conversational analytics and proactively manage case solutions
 
Michelle Huenink, Director, Customer Service and Support at Microsoft

Michelle Huenink

Director, Customer Service and Support
Microsoft

STREAM A: AI IN CONTACT CENTRES

4:45 pm - 5:15 pm Harnessing AI in Digital Self-Service to Amaze, Delight and Retain Customers
·      Redefining customer service with conversational AI
·      Expanding inbound and outbound self-service offerings to elevate customer experience
·      Transforming and aligning your contact centre self-service strategy with core business objectives

STREAM A: AI IN CONTACT CENTRES

5:15 pm - 6:00 pm Accelerating Digital Transformation and AI Adoption in Contact Centre
·      Establishing and maturing a customer-centric AI strategy
·      Practical uses of AI for agile operations and seamless service delivery
·      Unlocking new business possibilities and making AI work for your customers and employees
 
Chirag Shah, Head of Contact Center Technology at HP

Chirag Shah

Head of Contact Center Technology
HP

STREAM A: AI IN CONTACT CENTRES

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:15 pm - 4:45 pm The ‘Uberisation’ of Contact Centres: Refining Operations and Workforce Mobility to Meet Changing Customer Needs
·      Key challenges and trends impacting workforce management and agent mobility
·      Streamlining culture, collaboration and performance across regional sites
·      Reworking contact centre KPIs for customer success and positive business outcomes
Anne Bibb, Senior Director, Customer Care at Hilton

Anne Bibb

Senior Director, Customer Care
Hilton

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:45 pm - 5:15 pm DevOps Evolution and Implementation in Contact Centre Operations
·      Migration to agile and DevOps practices – Getting it right
·      Rolling out DevOps on foundational operations and monitoring results to drive continuous improvement
·     Utilising DevOps to fuel digital transformation and develop customer experience initiatives

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

5:15 pm - 5:45 pm From Cost to Profit Centres: Deploying Lean Tools and Techniques to Achieve Operational Excellence
·      How can Lean play a pivotal role in shaping the contact centres of tomorrow?
·      Spearheading business transformation and change programs to enhance customer service and experience
·      Realising operational efficiency and effectiveness with an emphasis on customer value drivers 

STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

5:45 pm - 5:55 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception