02 - 05 March, 2020
Sands Expo & Convention Centre, Singapore
Michelle Huenink, Director, Customer Service and Support at Microsoft
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Michelle Huenink


Director, Customer Service and Support
Microsoft

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

Download The Latest Agenda

SUMMIT DAY ONE: TUESDAY 03 MARCH 2020

Tuesday, March 3rd, 2020


4:15 PM Mastering Customer Escalation Management with Augmented Analytics

·      Unifying data sources across channels to capture customer sentiments and feedback
·      Advancing data science and business intelligence to derive accurate and actionable insights
·      Bringing a new dimension to conversational analytics and proactively manage case solutions
 

PRE SUMMIT WORKSHOPS | MONDAY 02 MARCH 2020

Monday, March 2nd, 2020


9:00 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