14 - 15 July 2020 (11:00 AM SGT) | ONLINE EVENT
Harnessing Disruptive Technologies to Spearhead Customer Contact Transformation
MAIN CONFERENCE DAY 1: TUESDAY 14 JULY 2020
11:00 am - 11:40 am
PANEL: The Future Of Customer Contact: Go Digital Or Get Left Behind
Leong Chee Sung -
Head of Customer Care,
YTL Communications
Sandra De Zoysa - Group Chief Customer Officer, Dialog Axiata
Hew Wee Choong - Vice President, Malaysia Digital Economy Corporation
Raj Chaudhuri - Vice President – Global Business Services, American Express
Patrick Ong - Manager, Solutions Consulting - SEA, Genesys
In the age of evolving customer demands and demographics, the pressure to go fully digital is higher than ever before. However, this is easier said than done. How can we digitally transform our businesses and deliver a foundational change in the way we provide value to our customers? This dynamic opening panel will explore:
- Digital transformation, integration and innovation enterprise-wide
- Overcoming legacy systems and legacy thinking
- Leveraging existing internal and external partnerships
- Getting the frontend and the backend to talk
11:40 am - 12:10 pm
Human-Centered Design Techniques in Today’s Contact Centres
Damian Leach -
Executive Director, Head of Collaboration & Communications,
Standard Chartered Bank
- Understanding the basics of Human-Centered Design
- Understanding the channels, business requirements and external factors
- Applying simple tools, tricks you can use to enhance the customer experience
- Iterations, the art of acceptance
- Exploring the use of AI and Biometrics to strengthen anti-fraud and caller verification capabilities
- Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
- Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres
Damian Leach
Executive Director, Head of Collaboration & CommunicationsStandard Chartered Bank
12:10 pm - 12:15 pm
Transition
12:15 pm - 12:30 pm
Speed Networking
Attendees will have the opportunity to virtually network with like-minded peers through a roulette-like digital activity
Attendees will have 3 x 4 min rounds, connecting with others in attendance through random allocation
12:30 pm - 1:30 pm
Lunch Break
1:30 pm - 2:10 pm
PANEL: I’m All In: Effective Change Management And Organisational Buy-In
Kapil Bhatia -
APAC Regional Leader,
Philips
Neeti Mahajan - Managing Director Global Service Centre (GSC) Malaysia, HSBC
Nadiah Tan Abdullah - Chief Human Resources Officer, S P Setia Berhad
Heru Kautsar - Culture & Change Management, PT Pertamina (Persero)
As organisations go digital and transform both internal and external processes, getting all departments and channels in sync is a huge organisational task. With the level of complexity involved, a significant amount of change management is required. Hear from our experts on:
- Connecting processes, people and culture to drive customer-centric service transformation
- Cultivating a culture of excellence and enhancing service excellence
- Cementing the relationship between employees and customer experience
2:10 pm - 2:40 pm
Customer Success Is A Journey, Not A Destination
Syarif Lee -
Regional Head, Live Channel Experience,
Lazada Group
- Transforming contact centre operations into strategic drivers to elevate customer and seller experience
- Embracing a fully transformed digital customer journey to improve customer satisfaction and experience
- Improving customer self-service and operational efficiencies for customer success
