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


9:00 am - 11:30 am WORKSHOP D: Leading Customer-Centric Culture Transformation across the Organisation

Learning Outcomes:
·         Demonstrating the value of a customer-centric transformation
·         How to influence customer-centric change across individuals, teams, business units and offices
·         Empowering internal stakeholders and nurturing champions for successful change transformation
·         Realising the real value of customer-centric culture transformation
Chirag Shah, Head of Contact Center Technology at HP

Chirag Shah

Head of Contact Center Technology

12:30 pm - 3:00 pm WORKSHOP E: Employee Engagement and Empowerment to Drive Business and CX Outcomes

Learning Outcomes:
·         Reviewing organisational structure and culture: Does it supports a holistic approach in driving employee engagement and care
·         Demonstrating how strong employee engagement and empowerment can lead to positive customer and business outcomes
·         How to effectively engage with multi-generational employees and instill organisational values 
·         Using empathy mapping to form deeper connections and relationships
·         Sharing of best practices for turning employees into brand advocates through employee engagement, experience and empowerment

3:30 pm - 6:00 pm WORKSHOP F: Leveraging Design-Thinking for Service Improvements

Learning Outcomes:
·         Adopting human-centred principles to understand customer painpoints and service gaps
·         Identify areas of improvements with newfound insights
·         Exploring opportunities to further optimise customer service and interactions
·         Using design-thinking to enhance overall customer relationships and nurture loyalty