Asia's #1 Regional Customer Contact Event
July 16 - 19, 2024
| One Farrer, Singapore
Main Conference Day 2 - Thursday, 18 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
Shifting from Reactive to Proactive Customer Service
Customer contact functions traditionally focus on reactive support, but this is now a dated concept. As customers enjoy easy access to information across multiple channels, customer contact functions need to adapt and provide proactive service to retain their competitive advantage.
9:00 am - 9:40 am
Panel Discussion: Making Proactive Customer Service a Reality – How can the Industry Stay Ahead of Times?
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Stanley Chong - Director, Global Customer Advocacy, Razer
Eduardo Imperial - Head of Service Management Asia, Vodafone
- Discussing the fundamental shift of contact centre agents to customer service experts
- Understanding skillsets needed in “new-age” customer contact agents to deliver proactive service
- Navigating roadblocks in making proactive customer service a reality and not a dream
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Implementing Technology Solutions for Proactive Support Automation
Martin Head -
General Manager, Customer Support Innovation,
FUJIFILM Business Innovation
- Employing chatbots, virtual assistants, and AI-powered tools to handle routine inquiries and provide 24/7 support
- Leveraging sentiment analysis and feedback tools to monitor customer sentiment and identify areas for proactive improvement
- Utilising predictive maintenance technologies to anticipate potential service disruptions and proactively notify customers
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!
Managing Dynamic Customer Demand with Flexible Operations
The region's customer contact functions not only face the interesting challenge of delivering service to a multi-cultural customer base, but need to also manage the delicate balance of optimised workforce and seasonal customer demand. How can customer contact leaders navigate through the peaks - and lulls - while maintaining cost-effectiveness and productivity?
11:30 am - 12:00 pm
Leveraging Predictive Analytics to Forecast Customer Demand and Proactive Resource Allocation
- Utilising historical data, customer behaviour patterns, and external factors to predict future customer demand fluctuations.
- Implementing predictive models to anticipate spikes in customer interactions and proactively allocate resources, ensuring adequate staffing and capacity to handle demand surges
- Harnessing data-driven insights to optimise resource utilisation and reducing operational costs
12:00 pm - 12:30 pm
Industry Thought Leadership
12:30 pm - 1:00 pm
Embracing Agile Methodologies for Efficient Contact Centre Operations
Philip Joseph -
Group Head, Customer Engagement,
Indosat Ooredoo
- Adopting agile methodologies to break down complex projects into manageable sprints, enabling rapid iteration and adaptation to changing demands
- Fostering a culture of experimentation and continuous improvement to encourage testing of new ideas and processes, leading to optimised operations
- Making use of data analytics and feedback loops to measure the impact of changes and continuously refine agile practices, ensuring alignment with customer needs
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!
2:00 pm - 2:30 pm
Fireside Chat: Best Practices in Optimising Staffing and Training for Seasonal Fluctuations
- Using real-time insights to dynamically adjust staffing levels, ensuring adequate coverage during peak periods and preventing understaffing during lulls
- Implementing cross-training and multi-skilling programs to enhance agent versatility
- Providing agents with real-time customer data and knowledge tools to deliver service when needed
Improving Customer Engagement & Satisfaction
"A happy customer is a returning customer" - this is a mantra that is ever more important in an era of economic uncertainty where customer contact functions are expected to demonstrate cost-savings and revenue-generation potential. The focus on improved customer engagement and satisfaction contributes to stronger customer advocacy; thereby improving business success.
2:30 pm - 3:00 pm
Embracing Omnichannel Support for Seamless Customer Engagement
Satish Bettadapur -
Global Head of Customer Care Centers,
HP
- Providing seamless customer service across multiple channels, catering to diverse customer preferences
- Integrating customer service systems and data across channels to provide a consistent service
- Proactively engaging customers across channels, offering personalised recommendations, proactive support, and relevant information based on their preferences and past interactions
3:00 pm - 3:30 pm
Afternoon Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
3:30 pm - 4:00 pm
Leveraging Data Analytics and Insights for Proactive Customer Engagement
- Utilising customer data and analytics to gain insights into behaviour, preferences, and potential pain points
- Identifying patterns and trends in customer interactions to predict potential issues and proactively intervene before they escalate
- Developing predictive models to anticipate customer needs and offer personalised support and recommendations
4:00 pm - 4:40 pm
Panel Discussion: Turning Customer Satisfaction to Advocacy for Added Value
Bharati Amarnani -
Global Customer Support Director,
Coda Payments
Olga Quiros - Director, Customer Operations – Asia Pacific, Expedia Group
Babul Balakrishnan - Head of Customer Care, Thunes
- Understanding the crucial role of customer contact functions and service hubs in driving customer advocacy
- Enhancing Customer Lifetime Value and retention rates to improve advocacy
- Discussing best practices in turning customer advocacy into improved business success
