03 - 04 March, 2020
Singapore
Anila Fredericks, Head of Customer Service Operations at Telstra

Anila Fredericks


Head of Customer Service Operations
Telstra

Check out the incredible speaker line-up to see who will be joining Anila.

Download The Latest Agenda

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

Friday, July 3rd, 2020


4:45 PM PANEL: Advancing Customer-Centric Transformation and Digital Innovation in Shaping Contact Centres of the Future  Adopting a customer-first strategy

  • Adopting a customer-first strategy in the digital transformation and innovation of contact centres
  • Effectively integrating voice and digital channels into the new customer contact ecosystem
  • Proven strategies to achieve customer experience excellence, cost savings and revenue maximisation

CONFERENCE DAY TWO: WEDNESDAY 20 MARCH 2019

Friday, July 3rd, 2020


1:30 PM PANEL: Canvassing Upsell and Cross-Sell Opportunities to Optimise Revenue Generation

·      Realising the value of the service channel in revenue generation
·      Enhancing customer lifetime value by improving acquisition, retention and cutting churn
·      Setting and realising revenue goals at all levels of the contact centre