18 - 21 March, 2019
Sofitel Singapore City Centre, Singapore

Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking

4:15 PM PANEL: Defining Customer Touchpoints for Accurate Root Cause Analysis and Exceptional Service Experience

  • Asking the right questions to better converse with customers and perform root cause analysis
  • From touchpoints to journeys – Seeing the world as customers do
  • Decreasing contact centre cost metrics through improved call resolution and deflection

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

Download The Latest Agenda