03 - 04 March, 2020
Singapore

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

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

Bart  Taylor, Chief Operations Officer, Malaysia, Singapore & Indonesia at Allianz Worldwide Partners

Bart Taylor

Chief Operations Officer, Malaysia, Singapore & Indonesia
Allianz Worldwide Partners

FUTURE PROOFING CONTACT CENTRES

  • Reinventing contact centres for a customer empowered world
  • Reconfiguring traditional customer care and positioning contact centres as a strategic advantage to the broader organisation
  • What are the underlying growth opportunities for today’s contact centres amidst technology disruptors at play?
Sunil Pamnani, APJ Lead, Customer Experience Solutions Sales & Strategy at SAP Qualtrics

Sunil Pamnani

APJ Lead, Customer Experience Solutions Sales & Strategy
SAP Qualtrics

Martin Head, General Manager, Customer Service Excellence at Fuji Xerox

Martin Head

General Manager, Customer Service Excellence
Fuji Xerox

Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

GG Kam, Chief Customer Experience Officer at AXA AFFIN Life Insurance Berhad

GG Kam

Chief Customer Experience Officer
AXA AFFIN Life Insurance Berhad

10:00 am - 10:30 am Chatbots, Artificial Intelligence and the Customer Journey – Delivering Real Value for Your Business

·      A customer experience maturity model – Where does your business place?
·      Calculating a tangible, real-world ROI for great customer experience
·      Recommendations on how to optimise your customer engagement strategy

Sandra Schroeter, Senior International Product Marketing Manager at LogMeIn

Sandra Schroeter

Senior International Product Marketing Manager
LogMeIn

10:30 am - 10:45 am Speed Networking

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

DIGITISATION & TRANSFORMATION

DIGITAL TRANSFORMATION

11:15 am - 11:45 am Combining the Best of Technology and Human Ingenuity to Modernise Contact Centre Architecture
  • Renewing legacy infrastructure to better serve digital-savvy customers
  • Migrating contact centres to support omni-channel customer experiences
  • Driving highly personalised interactions and contextually relevant customer engagement across all touchpoints
Martin Taylor, Co-Founder & Global Chief Marketing Officer at Content Guru

Martin Taylor

Co-Founder & Global Chief Marketing Officer
Content Guru

DIGITAL TRANSFORMATION

11:45 am - 12:15 pm Transforming Customer Engagement with Digital Self-Service Tools
  • Incorporating self-service as an integral part of the overall customer experience strategy
  • Simplifying customer experience and ensuring efficient interactions with omnichannel self-service
  • Scaling up digital assets to enhance self-service capabilities
Sandra de Zoysa, Group Chief Customer Officer at Dialog Axiata

Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

DIGITAL TRANSFORMATION

12:15 pm - 12:45 pm From Smartphones to Digital Channels to Voice Assisted Devices: The Future of Customer Engagement
·      Keeping pace with emerging new age technologies in the market
·      Tailoring your customer strategy to meet the ever-changing expectations of consumers
·      How can organisations successfully move from closed business models of the past to open and evolving models of the future?
Brandon Penn, Head of Market Strategy at Twilio

Brandon Penn

Head of Market Strategy
Twilio

DIGITAL TRANSFORMATION

12:45 pm - 2:00 pm Networking Lunch

OPERATIONAL EXCELLENCE

11:15 am - 11:45 am Contact Centre Evolution and the Workforce Upskilling Race – Can We Close the Gap?
  • Decoding super agent personas amidst the changing nature of work
  • Integrating recruitment, operations and your talent strategy
  • Refining the measure of customer impact and its practical applications
Brent Holland, Executive Vice President, Customer Solutions at FurstPerson Inc.

Brent Holland

Executive Vice President, Customer Solutions
FurstPerson Inc.

OPERATIONAL EXCELLENCE

11:45 am - 12:15 pm Maintaining the Personal Touch in Customer Contact – How can Humans and Machines Best Co-Exist?
·      Personalising the contact centre experience with the optimal mix of human and AI
·      Enabling rich and intelligent interactions to boost customer satisfaction and loyalty
·      Scaling customer service and deploying support automation without losing the personal touch
Sudesh Thevasenabathy, Head of Customer Experience at AXA Hong Kong

Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

OPERATIONAL EXCELLENCE

12:15 pm - 12:45 pm Boosting Contact Centre Performance with Robotic Process Automation (RPA) and AI-Based Process Discovery
·      Addressing today’s contact centre challenges via different modes of RPA
·      Identifying processes for workflow automation to achieve operational excellence
·      Introducing concrete use cases and lessons learnt
Matan Trogan, Director of Sales – Asia Pacific at Kryon Systems

Matan Trogan

Director of Sales – Asia Pacific
Kryon Systems

OPERATIONAL 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: Maximising the Revenue Opportunity with Intelligent Live Chat
Vinod Chandramouli, Global Head, Pre-Sales & Marketplace at Freshworks

Vinod Chandramouli

Global Head, Pre-Sales & Marketplace
Freshworks

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE B: Advancing Conversational AI and the Mainstream Adoption of Chatbots
Martin Taylor, Co-Founder & Global Chief Marketing Officer at Content Guru

Martin Taylor

Co-Founder & Global Chief Marketing Officer
Content Guru

Ricky Hi, Director, Operations at National Dental Centre Singapore

Ricky Hi

Director, Operations
National Dental Centre Singapore

DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm ROUNDTABLE C: Delighting your Customers with Multilingual Virtual Assistants
Peiru Teo, Chief Executive Officer at KeyReply

Peiru Teo

Chief Executive Officer
KeyReply

DIGITAL SELF-SERVICE

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

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE D: Visualising Customer Journeys in an Omni-Channel World
Arien Faye Alcid-Mendoza, Head of Customer Functions at ZALORA PH

Arien Faye Alcid-Mendoza

Head of Customer Functions
ZALORA PH

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE E: The Use of Data Analytics to Drive Customer Loyalty and Retention
Raj Chaudhuri, Director, Global Services Group at American Express

Raj Chaudhuri

Director, Global Services Group
American Express

CUSTOMER INSIGHTS

2:00 pm - 3:30 pm ROUNDTABLE F: Beyond Listening to Understanding: Capturing the Voice of your Customer
Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

CUSTOMER INSIGHTS

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

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE J: First Contact Resolution Strategies and Total Customer Lifecycle Management
Matt Hartley, Head of Asia Pacific Hardware Customer Care at Google

Matt Hartley

Head of Asia Pacific Hardware Customer Care
Google

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE K: Improving NPS and Customer Satisfaction across Multiple Touchpoints
Prasanth Thomas, Vice President, Innovation Platforms, Digital and Technology at Sembcorp Industries

Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

SERVICE INNOVATION & EFFICIENCY

2:00 pm - 3:30 pm ROUNDTABLE L: Boosting Operational Efficiency with Workforce Reskilling and Optimisation
Jean Ong, Head, Global Reservations at The Ascott Limited

Jean Ong

Head, Global Reservations
The Ascott Limited

SERVICE INNOVATION & EFFICIENCY

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

WORKFORCE MANAGEMENT & VALUE CREATION

DIGITAL TRANSFORMATION

4:15 pm - 4:45 pm Customer Experience Transformation in the Age of WhatsApp, Apple Business Chat and WebRTC: Learnings from Live Implementations
·      Delivering a channel agnostic yet channel aware experience across inbound and outbound interactions
·      Unlocking the power of automation before, during and after customer contact
·      Powering exceptional customer service by leveraging blended artificial intelligence
Sudarshan Dharmapuri, Senior Vice President, Product Management at IMImobile

Sudarshan Dharmapuri

Senior Vice President, Product Management
IMImobile

  • Adopting a customer-first strategy in the digital transformation and innovation of contact centres
  • Effectively integrating voice and digital channels into the new customer contact ecosystem
  • Proven strategies to achieve customer experience excellence, cost savings and revenue maximisation
Babul Balakrishnan, Head of Customer Experience – Asia Pacific at DHL eCommerce

Babul Balakrishnan

Head of Customer Experience – Asia Pacific
DHL eCommerce

Lynette Tay, Head of Marketplace Experience at Carousell

Lynette Tay

Head of Marketplace Experience
Carousell

Anila Fredericks, Head of Customer Service Operations at Telstra

Anila Fredericks

Head of Customer Service Operations
Telstra

Axel Gormand, Head of CX Division at BNP Paribas Wealth Management

Axel Gormand

Head of CX Division
BNP Paribas Wealth Management

Chris Lipman, Head, Customer Service & Experience at Starhub

Chris Lipman

Head, Customer Service & Experience
Starhub

DIGITAL TRANSFORMATION

5:30 pm - 5:40 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception

OPERATIONAL EXCELLENCE

4:15 pm - 4:45 pm Enhancing Agent and Employee Engagement
·      Increasing transparency and accountability for agent performance standards and workflow processes
·      Realising the benefits and impact of employee engagement on customer loyalty and brand perception
·      What are some key business considerations and how to evaluate best fit when outsourcing core competencies?
Arifin Tellegen, Global Head of Customer Care at Iflix

Arifin Tellegen

Global Head of Customer Care
Iflix

  • Redefining contact centre KPIs for customer success
  • Striking a balance between agent productivity and efficiency while meeting service standards and goals
  • Implementing a quality monitoring program that propels continual improvement and performance excellence
Kavan Sito, Regional Head of Customer Operations at Shopee

Kavan Sito

Regional Head of Customer Operations
Shopee

Clement Teo

Regional Head of Service Delivery
Aspire Lifestyles

Selvaraj Willing, Managing Director, Asia Pacific Operations at IWG

Selvaraj Willing

Managing Director, Asia Pacific Operations
IWG

Arifin Tellegen, Global Head of Customer Care at Iflix

Arifin Tellegen

Global Head of Customer Care
Iflix

OPERATIONAL EXCELLENCE

5:30 pm - 5:40 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception