02 - 05 March, 2020
Singapore

CONFERENCE DAY TWO: WEDNESDAY 20 MARCH 2019

CONFERENCE DAY TWO: WEDNESDAY 20 MARCH 2019

8:00 am - 9:00 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

CUSTOMER EXPERIENCE EXCELLENCE

9:15 am - 9:45 am From Contact Centres to Customer Engagement Hubs – Charting a Successful Organisational and Cultural Digital Roadmap

  • Creating a customer-centric business and organisational mindset shift to compete in the digital age
  • The ‘uberisation’ of contact centres: Refining operations and workforce mobility to meet changing customer needs
  • Disrupting the status quo: Turning contact centres into engagement hubs that fits in the broader context of customer service
Philip Joseph, Chief Officer Customer Experience & Service Operations at Ooredoo Myanmar

Philip Joseph

Chief Officer Customer Experience & Service Operations
Ooredoo Myanmar

9:45 am - 10:15 am 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
Glenn Birkelev, Regional Director & Head of Customer Support – Asia Pacific at Travelport

Glenn Birkelev

Regional Director & Head of Customer Support – Asia Pacific
Travelport

10:15 am - 11:00 am Morning Refreshment Break

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

CUSTOMER EXPERIENCE

11:00 am - 11:30 am Value Creation through Contact Centre Assurance and Customer Experience Excellence
·      How to monitor live deployment and plan for expansion or expected spikes in call volume
·      Effectively detecting and managing performance issues across the entire communications network
·      Empowering contact centres to reduce operational costs, maximise customer retention and grow top-line revenue
 
Vishal Kapoor, Senior Vice President, Sales & Alliances at Tech Mahindra Business Process Services

Vishal Kapoor

Senior Vice President, Sales & Alliances
Tech Mahindra Business Process Services

CUSTOMER EXPERIENCE

11:30 am - 12:00 pm Building Digital, Connected and Adaptive Customer Experience in Next Generation Contact Centres
  • Rethinking and materialising connected customer experiences in the age of digital
  • What does it take from designing the user interface to a complete customer journey?
  • Establishing strategic investment roadmaps to develop customer-centric contact centres
Kailash Ramalingam, Regional Head, DBS Customer Centre & Service Platforms at DBS Bank

Kailash Ramalingam

Regional Head, DBS Customer Centre & Service Platforms
DBS Bank

CUSTOMER EXPERIENCE

12:00 pm - 1:30 pm Networking Lunch

CHANNEL MANAGEMENT

11:00 am - 11:30 am Evolving the Omni-Channel Strategy for a Cohesive and Seamless Customer Experience
·      Connected listening: Challenges and opportunities in designing an integrated omni-channel customer experience
·      Uncovering inconsistencies across customer touchpoints and breaking down functional silos to streamline performance
·      Bringing AI into customer experience to create superior business outcomes for all customers 
Patrick Ong, Manager, Solutions Consulting – Southeast Asia at Genesys

Patrick Ong

Manager, Solutions Consulting – Southeast Asia
Genesys

CHANNEL MANAGEMENT

11:30 am - 12:00 pm Revolutionising Customer Engagement and Loyalty through Personalisation
·      The importance of personalisation in your customer experience strategy
·      Understanding behaviors and personas to connect the dots on customer experience
·      Having consistent insight-driven personalisation embedded into all channels
Samira Ziba, E-Commerce Lead – Lenovo ASEAN Contact Centre at Lenovo

Samira Ziba

E-Commerce Lead – Lenovo ASEAN Contact Centre
Lenovo

CHANNEL MANAGEMENT

12:30 pm - 2:00 pm Networking Lunch

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

  • Managing and optimising digital channels for a competitive advantage
  • Transiting to ROI-driven contact centres: Insights to improving customer engagement, NPS scores and brand loyalty
  • Opening doors to new customer segments with the deployment of digital technologies
Anuchit Khamnoi, Head of Customer Service & Community at LINE Mobile

Anuchit Khamnoi

Head of Customer Service & Community
LINE Mobile

Anjali Kalia, Head of Consumer Connections, APAC at Reckitt Benckiser Health

Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

Kath Watson

Head of Transformation & Customer Care – Project Management
AXA Singapore

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

Bart Taylor

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

CUSTOMER EXPERIENCE

2:15 pm - 2:45 pm Streamlining Customer Service Operations and Delivery

·      Driving continuous service improvements and increasing customer satisfaction with technology deployment
·      Strengthening operational excellence and agility as the foundation for superb customer experience
·      Evaluating the short and long-term impact of service experience on customer value drivers

Shon Teo

Vice President & Head of Customer Service
SGX

CUSTOMER EXPERIENCE

2:15 pm - 2:45 pm Afternoon Refreshment Break
·      Realising the value of the service channel in revenue generation
·      Enhancing customer lifetime value by improving acquisition, retention and cutting churn
·      Setting and realising revenue goals at all levels of the contact centre
Abhishek Arora, Executive Director, Digital Commerce Automation at Standard Chartered Bank

Abhishek Arora

Executive Director, Digital Commerce Automation
Standard Chartered Bank

Jeremy Tan, Director, Call Centre Operations at Marina Bay Sands

Jeremy Tan

Director, Call Centre Operations
Marina Bay Sands

Anila Fredericks, Head of Customer Service Operations at Telstra

Anila Fredericks

Head of Customer Service Operations
Telstra

CHANNEL MANAGEMENT

2:15 pm - 2:45 pm Augmenting Traditional Call Centre Experience to Transform Customer Service and Interactions
·      Attaining new levels of operational efficiency with contact centre digitalisation
·      Determining channel objectives and maturity in delivering differentiated customer experiences
·      Cost versus service quality – What are the potential trade-offs?
Olga Quiros, Director, Customer Operations – Asia Pacific at Expedia Group

Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

CHANNEL MANAGEMENT

2:15 pm - 2:45 pm Afternoon Refreshment Break
  • Asking the right questions to better converse with customers and perform root cause analysis
  • From touchpoints to journeys – Seeing the world as customers do
  • Decreasing contact centre cost metrics through improved call resolution and deflection
Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

Michelle  Liew, Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking at RHB

Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking
RHB

Shon Teo

Vice President & Head of Customer Service
SGX

Maggie Png

Head of Customer Experience & Design
Ascendas-Singbridge

·      The ‘outside-in’ approach to assessing multi-channel performance and prioritising customer contact points
·      Looking beyond omni-channel experience: Steering customers to channels that best suit their communication preferences and purchasing patterns
·      Achieving profitable growth with effective customer engagement, servicing and retention
Diane Magers, CEO at Customer Experience Professional Association

Diane Magers

CEO
Customer Experience Professional Association

Raj Chaudhuri, Director, Global Services Group at American Express

Raj Chaudhuri

Director, Global Services Group
American Express

Andrew Lim

Head, Regional Contact Centre
OCBC Bank

Matt Hartley, Head of Asia Pacific Hardware Customer Care at Google

Matt Hartley

Head of Asia Pacific Hardware Customer Care
Google

4:45 pm - 4:55 pm Chairman’s Closing Remarks & End of Summit