Joash Phng

Joash Phng

Customer Experience Manager Wok Hey

Agenda Day 2

10:10 AM Panel Discussion | Designing Self-Service Journeys That Customers Actually Want to Use

  • Identifying where customers prefer self-service - and where they don’t
  • Building intuitive, resolution-first flows that reduce friction and escalation
  • Balancing automation and escalation to ensure support is always accessible
  • Measuring success beyond deflection - including CSAT, repeat contact and containment rates 

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

Download The Latest Agenda