Asia's #1 Regional Customer Contact Event
July 16 - 19, 2024
| One Farrer, Singapore
Main Conference Day 1 - Wednesday, 17 July 2024
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcome & Housekeeping Address
8:55 am - 9:00 am
Opening Remarks by Conference Chairperson
Leading the Charge for Excellence in Asia’s Customer Contact Functions
The role of the customer contact function needs to evolve alongside changing customer expectations - what does it need to look like, and what does "excellence" now mean?
9:00 am - 9:40 am
Panel Discussion: Advisory Board Speaks! What Keeps Customer Contact Leaders Awake at Night?
Jacque Lim -
First Vice President, Group Head of Operational Excellence, Group Retail & Channels Tech&Ops,
UOB
Felicia Cao - Head of APAC Contact Centre Operations Business Operations, Singapore, The Lego Group
Rajendran Gunaratnam - Head of Contact Centre Operations, U Mobile
- Predicting evolving customer expectations – and trying to go above and beyond
- Making personalised interactions with customers a reality in customer support hubs
- Delivering the best possible service through Human-AI collaboration
Jacque Lim
First Vice President, Group Head of Operational Excellence, Group Retail & Channels Tech&OpsUOB
Felicia Cao
Head of APAC Contact Centre Operations Business Operations, SingaporeThe Lego Group
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Fireside Chat: Leveraging Customer Journey Mapping to Drive Customer Contact Excellence
Jiahao Yee -
SEA Customer Journey Partner,
Maersk
Nitin Pande - Group Customer Experience Lead, Customer Journeys, DBS Bank
- Using customer journey mapping to understand customer engagement and contact pain points
- Explore strategies for leveraging customer journey maps to facilitate seamless omnichannel experiences
- Discover how customer journey maps provide insights into agent-customer interactions to optimise performance metrics and resource allocation
10:40 am - 11:00 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
11:00 am - 11:30 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Enhancing Digital Capabilities in Customer Contact Functions
The concept of "do more with less" applies with the myriad of technology options available for customer contact functions; but leaders need to first identify which tools are fit-for-purpose, and how they can further enhance digital capabilities to drive efficiency and productivity.
11:30 am - 12:00 pm
Embracing Digital Transformation for Efficient and Effective Customer Contact Functions Operations
- Digitising core processes and workflows to automate repetitive tasks, improve efficiency, and reduce errors
- Leveraging data analytics and business intelligence to gain insights into customer behaviour, identify trends, and make informed decisions
- Embracing a culture of innovation and continuous improvement to stay ahead of the competition
12:00 pm - 12:30 pm
Industry Thought Leadership
12:30 pm - 1:00 pm
Fireside Chat: Integrating Artificial Intelligence for Personalised Customer Service and Support
Bhavani Mishra -
Senior Director, Operations,
foodpanda
Bharath Chandrashekar - Head of Customer Operations, AirAsia
- Deploying chatbots and virtual assistants to provide round-the-clock support, answer frequently asked questions, and resolve common issues
- Leveraging AI for sentiment analysis to understand customer feedback, identify areas for improvement, and enhance customer satisfaction
- Implementing AI-driven predictive modelling to anticipate customer needs, proactively offer solutions, and prevent issues before they arise
1:00 pm - 2:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Interactive Discussion Group
Structured to maximise audience interaction and participation, our specially curated IDGs focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matter most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well.
2:10 pm - 3:50 pm
Roundtable A: Reality Check: What's AI's Impact on Customer Service after 2 years of ChatGPT?
2:10 pm - 3:50 pm
Roundtable B: Adapting Hybrid Cloud Solutions for Improved CX Workflows and Productivity
2:10 pm - 3:50 pm
Roundtable C: Managing High-Contact Volumes & Reducing Customer Wait Times
Anila Fredericks -
Head of Customer Service Operations,
Telstra
2:10 pm - 3:50 pm
Roundtable D: Optimising Your Customer Contact Workforce
Jimmy Auw -
Director of Asia Pacific CX, Technical Support, and PMO,
Lenovo
2:10 pm - 3:50 pm
Roundtable E: Encouraging Personalised Customer Service and Support
2:10 pm - 3:50 pm
Roundtable F: Measuring & Improving Customer Satisfaction in Contact Centres
Agent Experience in Digital Operations
Finding the right balance of "Human-Technology" remains a challenge, and customer contact leaders need to explore how to empower agents with the necessary skillsets and tools and ensure a culture of continuous improvement is in place to truly leverage the power of digital operations.
3:50 pm - 4:20 pm
Afternoon Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
4:20 pm - 4:50 pm
Empowering Customer Contact Centre Agents with Digital Tools and Training
Navdeep Singh John -
Head of Customer Service and Operations,
Prudential BSN Takaful Berhad
- Providing agents with access to real-time customer data and knowledge bases to enable efficient and informed responses
- Implementing training programs to equip agents with the skills and knowledge to effectively utilise digital tools and technologies
- Encouraging agents to provide feedback on digital tools and processes to identify areas for improvement and enhance user experience
4:50 pm - 5:20 pm
Human + Machine Harmony: Building the Future of Agent Empowerment
Andrew Lim -
Head, Regional Contact Centre,
OCBC Bank
- Upskilling, not Replacing – Equipping agents with the skills to leverage AI effectively, analyse data, and handle complex customer interactions.
- Experimenting with different AI tools and workflows to find the perfect blend of human expertise and automated assistance
- Prioritising agent well-being through training, feedback loops, and technology that complements
Andrew Lim
Head, Regional Contact CentreOCBC Bank
