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

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

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 & Communications
Standard 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

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

Kapil Bhatia

APAC Regional Leader


Neeti Mahajan

Managing Director Global Service Centre (GSC) Malaysia


Nadiah Tan Abdullah

Chief Human Resources Officer
S P Setia Berhad


Heru Kautsar

Culture & Change Management
PT Pertamina (Persero)

2:10 pm - 2:40 pm Customer Success Is A Journey, Not A Destination

Syarif Lee - Chief Customer Officer, Lazada Malaysia
  • 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



Syarif Lee

Chief Customer Officer
Lazada Malaysia

2:40 pm - 3:10 pm End of Day