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


9:00 am - 11:30 am WORKSHOP A: Enhancing Omni-Channel Customer Interactions in Contact Centres

Learning Outcomes:
• Measuring the impact of an effective omni-channel strategy on customer experience
• Opportunities and challenges of enabling end-to-end customer engagement across all channels
• How omni-channel integration can deliver unified and consistent experiences across all touchpoints
• Managing your customer’s journey with a single customer view powered with actionable insights
Chirag Shah, Head of Contact Center Technology at HP

Chirag Shah

Head of Contact Center Technology

12:30 pm - 3:00 pm WORKSHOP B: Improving Self-Service Accessibility with the Integration of Instant Messaging Applications

Learning Outcomes:
·         Exploring use cases and the benefit of implementing instant message applications in self-service 
·         How to implement: From selecting the right vendor, defining rules to piloting
·         How can contact centre and customer experience professionals work cross-functionally to maximise the benefits of instant message applications for customer care and engagement?
·         How can organisatons leverage instant message applications in self-service to truly drive value?

12:30 pm - 3:00 pm WORKSHOP C: The Future of CX is Social: How to Elevate Your Social Channel

Learning Outcomes:
• Detailing your social channel management strategy and evaluating their effectiveness
• Building an effective social media monitoring platform to react and interact in real-time
• Integrating your social engagement program as part of the overall omni-channel strategy to scale results
• Leveraging social to improve customer resolution, engagement and experience

Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations