Adam Geneave

Chief Customer Happiness Officer AirAsia (MALAYSIA)

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

9:10 AM INTERNATIONAL INSIGHT: Going … Going … Gone! Removing Air Asia’s Call Centre in 2020 to Become the Digital Marketplace for CX

The future of contact centres is changing. Adam Geneave believes over the next 10 years most contact centres will remove voice calls to incorporate a fully digital platform for their customer delivery strategy.

Sounds farfetched?

Well this is exactly what Air Asia underwent. This opening keynote will see Adam Geneave, Chief Customer Happiness Officer at Air Asia, demonstrate their company’s CX vision for a digital contact centre and marketplace. This will help ensure the 100 million passengers they fly each year are at forefront of every change initiative. Delve into the way you can improve your customer service strategy by combining your cultural, operational and digital processes into one unified CX Hub!

  • Heeding the voice of the customer to ensure your strategic and transformation goals are putting customers front and centre
  • Utilising new technologies such as AI & ML to optimise processes from back to front office, expanding the use of automation and advanced analytics
  • Changing the way young millennials work within the contact centre to create a more agile way of working
  • Getting ahead of the game in your social media strategy to attract today’s younger consumers


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

Download The Latest Agenda