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


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

Learning Outcomes:
·         Measuring the impact of an effective omnichannel strategy on customer experience
·         The opportunities and challenges of enabling end-to-end customer engagement across all channels
·         Omni-channel integration to deliver unified and consistent experiences across all touchpoints
·         Managing your customer’s journey with a single customer view powered with actionable insights

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
  • Buidling an effective social media monitoring platform to react and interact in real time
  • Integrating your social engagement program as part of overall omni- channel strategy to scale results
  • Leveraging social to improve customer resolution, engagement and experience