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
Vaughn van Bosch, Head of Digital at Celcom Axiata Berhad

Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

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
Brendan Leece, Head of Customer Experience at E.ON

Brendan Leece

Head of Customer Experience