Kapil Bhatia

APAC Regional Leader Philips

Kapil Bhatia has over 16 years’ experience across the Services spectrum (Support Services/Professional/ Managed/) across HP, Avaya, HGS and Philips. He has in-depth expertise in setting-up & managing off-shore captive and third party centers in APAC regions (Manila, Korea, Japan, India & China) focusing on Technical support, Health Care and Customer services. He currently leads the transformation practice in Philips for APAC region - implementing various solutions focusing on enhancing customer experience while reducing front line effort (Gamification, Bots, Analytic, Omni Channel). He is part of Philips Country executive leadership team and governing council.

MAIN CONFERENCE DAY 1: TUESDAY 14 JULY 2020

Tuesday, July 14th, 2020

1:30 PM PANEL: I’m All In: Effective Change Management And Organisational Buy-In

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

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

Download The Latest Agenda