Presentations

Maintaining the Personal Touch

Maintaining the Personal Touch

The human touch remains highly important for the insurance industry. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?

Having worked on AI projects across various customer touchpoints, AXA Hong Kong's Head of Customer Care Management, Sudesh Thevasenabathy shares real life stories on how organisations can leverage AI to build lifelong customer relationships.

Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent

Beyond Migration to the Cloud: Making Contact Centres Unified, Collaborative and Intelligent

Travelport's Regional Director & Head of Customer Support – Asia Pacific, Glenn Birkelev share how you can create contact centres as a strategic resource to drive customer experience for business value creation and differentiation. 

Dialog Axiata’s Journey on Building and Enabling Omni-Channel Interactions

Dialog Axiata’s Journey on Building and Enabling Omni-Channel Interactions

Case study: Dialog Axiata’s Journey on Building and Enabling Omni Channel Interactions

Download case study to discover how Dialog Axiata gained 77% improvement in corrective actions with journey visualisation, which led to 21% increase in customer service delivery
Case study: From Contact Centres to Customer Engagement Hubs: Charting a Successful Organisational and Cultural Digital Roadmap

Case study: From Contact Centres to Customer Engagement Hubs: Charting a Successful Organisational and Cultural Digital Roadmap

Case study: From Contact Centres to Customer Engagement Hubs: Charting a Successful Organisational and Cultural Digital Roadmap

Download case study to learn how Ooredoo, leading telecommunication provider, resolves her challenges from effective strategies on driving change across the organisation.
Moving Towards a Next Generation Contact Centre in Adapting to Evolving Customer Expectations

Moving Towards a Next Generation Contact Centre in Adapting to Evolving Customer Expectations

Damian Leach, Head of Global Unified Communications & Contact Centre at Standard Chartered Bank shared his insight in setting the vision and measurable KPIs to evaluate and improve on digital processes for the Contact Centres. Download the presentation to know more.

Integrating Contact Center within an Organization’s Overall CX Strategy

Integrating Contact Center within an Organization’s Overall CX Strategy

Want to learn more about empowering contact centres to play a strategic role in customer journey mapping? Download the presentation from Dato’ Rafaai Samsi, Chief Customer Experience (CCX) | Chief Technology & Innovation Officer (CTIO) at Telekom Malaysia Berhad to learn the full story.