18 - 21 March, 2019
Sofitel Singapore City Centre, Singapore
Sofitel Singapore City Centre, Singapore
CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019
CONFERENCE DAY ONE: TUESDAY 20 MARCH 2018
8:00 am - 8:45 am Registration & Coffee & Tea
8:45 am - 9:00 am Chairman’s Welcome Remarks
Bart Taylor - Chief Operations Officer, Malaysia, Singapore & Indonesia, Allianz Worldwide Partners
Bart Taylor
Chief Operations Officer, Malaysia, Singapore & IndonesiaAllianz Worldwide Partners
FUTURE PROOFING CONTACT CENTRES
9:00 am - 10:00 am CXO PANEL: Realising Scalable and Profitable Customer Engagement Hubs in the Digital Era
Mao Gen Foo - Head of Southeast Asia QualtricsJit Seng Ng - Chief Customer Experience Officer, AIA Berhad
- 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?
Mao Gen Foo
Head of Southeast AsiaQualtrics
10:00 am - 10:30 am Winning with Artificial Intelligence: How to Future Proof Customer Service and Increase ROI in Contact Centres
Lindsay Brown - Vice President – Asia Pacific & Japan, LogMeIn- Best approaches to integrating artificial intelligence within contact centre operations
- Transforming customer interactions and agent support with AI-powered customer service
- Empowering businesses to deliver smarter, faster and frictionless customer experience in a technology-rich era
Senior Executive, LogMeIn
Lindsay Brown
Vice President – Asia Pacific & JapanLogMeIn
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 Martin Taylor - Global Chief Marketing Officer, Content Guru- 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
DIGITAL TRANSFORMATION
11:45 am - 12:15 pm Transforming Customer Engagement with Digital Self-Service Tools Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata- 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
DIGITAL TRANSFORMATION
12:15 pm - 12:45 pm From Smartphones to Digital Channels to Voice Assisted Devices: The Future of Customer Engagement Brandon Penn - Head of Market Strategy, Twilio· 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?
DIGITAL TRANSFORMATION
12:45 pm - 2:00 pm Networking LunchOPERATIONAL EXCELLENCE
11:15 am - 11:45 am Contact Centre Evolution and the Workforce Upskilling Race – Can We Close the Gap? Brent Holland - Executive Vice President, Customer Solutions, FurstPerson Inc.- 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
OPERATIONAL EXCELLENCE
11:45 am - 12:15 pm Maintaining the Personal Touch in Customer Contact – How can Humans and Machines Best Co-Exist? Sudesh Thevasenabathy - Head of Customer Experience, AXA Hong Kong· 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
OPERATIONAL EXCELLENCE
12:15 pm - 12:45 pm Digitising and Automating Contact Centre Operations to Drive Customer Excellence Matan Trogan - Director of Sales – Asia Pacific, Kryon Systems· Automating contact centres at a pace that matches customer demand – What are the common pitfalls and lessons learnt?
· Redesigning processes and workflow automation to achieve operational excellence
· Fuelling call centre nirvana by striking the right balance between workforce intelligence and smart automation
OPERATIONAL EXCELLENCE
12:45 pm - 2:00 pm Networking LunchINTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 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, FreshworksDIGITAL SELF-SERVICE
2:00 pm - 3:30 pm ROUNDTABLE B: Advancing Conversational AI and the Mainstream Adoption of Chatbots Martin Taylor - Global Chief Marketing Officer, Content GuruRicky 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, KeyReplyPeiru Teo
Chief Executive OfficerKeyReply
DIGITAL SELF-SERVICE
3:30 pm - 4:00 pm Afternoon Refreshment BreakCUSTOMER INSIGHTS
2:00 pm - 3:30 pm ROUNDTABLE E: The Use of Data Analytics to Drive Customer Loyalty and RetentionCUSTOMER INSIGHTS
2:00 pm - 3:30 pm ROUNDTABLE D: Visualising Customer Journeys in an Omni-Channel WorldCUSTOMER INSIGHTS
2:00 pm - 3:30 pm ROUNDTABLE F: Beyond Listening to Understanding: Capturing the Voice of your CustomerCUSTOMER INSIGHTS
3:30 pm - 4:00 pm Afternoon Refreshment BreakSERVICE INNOVATION & EFFICIENCY
2:00 pm - 3:30 pm ROUNDTABLE J: First Contact Resolution Strategies and Total Customer Lifecycle ManagementSERVICE 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, Sembcorp Industries
Prasanth Thomas
Vice President, Innovation Platforms, Digital and TechnologySembcorp Industries
SERVICE INNOVATION & EFFICIENCY
2:00 pm - 3:30 pm ROUNDTABLE L: Boosting Operational Efficiency with Workforce Reskilling and OptimisationSERVICE INNOVATION & EFFICIENCY
3:30 pm - 4:00 pm Afternoon Refreshment BreakWORKFORCE MANAGEMENT & VALUE CREATION
DIGITAL TRANSFORMATION
4:00 pm - 4:30 pm Powering Smarter Customer Engagement with Mobile and Digital Technologies Sudarshan Dharmapuri - Senior Vice President, Product Management, IMImobile· Accelerating the digital service transformation journey and innovating customer engagement models
· Automating customer interactions across voice and messaging channels, business functions and processes
· Transitioning to modern unified contact centres in delivering consistent and seamless user experience
Sudarshan Dharmapuri
Senior Vice President, Product ManagementIMImobile
DIGITAL TRANSFORMATION
4:30 pm - 5:00 pm Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent- Integrating cloud and its service ability to drive exceptional contact centre performance
- Using the right technologies and customer channels to offer service where it matters
- Emphasis of the contact centre as a strategic resource to driving customer experience for business value creation and differentiation
DIGITAL TRANSFORMATION
5:00 pm - 5:45 pm PANEL: Advancing Customer-Centric Transformation and Digital Innovation in Shaping Contact Centres of the Future Adopting a customer-first strategy Raynu Niyomdechar - Group Vice President of Customer Experience, FWD GroupAnila Fredericks - Head of Customer Service Operations, Telstra
- 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
DIGITAL TRANSFORMATION
5:45 pm - 6:00 pm Chairman’s Closing Remarks followed by Awards Cocktail ReceptionOPERATIONAL EXCELLENCE
4:00 pm - 4:30 pm Improving Outsourced Agent and Employee Engagement· What are some key business considerations and how to evaluate best fit when outsourcing core competencies?
· 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
(Reserved for sponsor)
OPERATIONAL EXCELLENCE
4:30 pm - 5:00 pm Empowering Business Decisions and Employee Experience with Workforce Analytics· Managing a multi-generational contact centre workforce
· Practical approaches to integrated workforce planning and optimisation
· Bridging the gap between human capital and business outcomes with workforce analytics
OPERATIONAL EXCELLENCE
5:00 pm - 5:45 pm PANEL: Streamlining Operations and Agent Productivity Metrics for Better Service Delivery Kavan Sito - Regional Head of Customer Operations, ShopeeClement Teo - Regional Head of Service Delivery, Aspire Lifestyles
Selvaraj Willing - Managing Director, Asia Pacific Operations, IWG
- 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
Clement Teo
Regional Head of Service DeliveryAspire Lifestyles
Selvaraj Willing
Managing Director, Asia Pacific OperationsIWG