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Call centre leaders realize that the time has come to deliver real measurable value to the enterprise.  2019 will be a critical year for call centre customer experience strategy - contact centre leaders know they must deliver CX excellence or eliminate risk. To deliver value in 2019, call centre leaders must select a CX initiative that can immediately demonstrate ROI.

Attend CCW Asia Online to discover how to improve your call centre customer experience strategy for 2019. Contact Centre Week Asia Online has been specifically designed to assist you to deliver a killer CX strategy.

The event is complimentary, online and also available on-demand, enabling delegates to learn from contact centre experts from the comfort and convenience of their own office.

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Get access to new and ORIGINAL CONTENT from CCW Digital & CX Network!

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Geeta Sreeraman
Head of Customer Centre
DBS Bank

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Cheryl Paul
Head of 
Customer Contact
AIA

Agenda – all timings are in Singapore time
 
Day One 
 
Tuesday 27 August 2019
 
Chairman's Opening Remarks


10:00am - 10:45am Designing A Learning And Development Coaching Strategy For Customer Service Bots
 
  • Boosting the performance of contact centre chatbots and improving Customer Satisfaction
  • Putting an escalation path in place for complex queries requiring human interaction
  • Providing chatbots with sufficient data and educating them with what they need to learn and grow
  • Will the chatbot need to pull up information from the customer account to answer questions?
  • Aiming to make chatbots more empathetic cover various emotional situations and emotions
  • Making bots part of the reporting process on real conversations
Geeta Sreeraman, Head of Customer Centre, DBS Bank, (Singapore)



11:00am – 11:45am Transforming contact center efficiency with Intelligent Automation at Vodafone New Zealand

As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-end journeys. The consumer demand for round-the-clock support continues to create unprecedented challenges for contact centers. Only businesses that can find a balance between faster problem resolution and personalised service will be able survive these challenges and win the customers over.

Join this webinar to know how Intelligent Automation (IA) helped Vodafone New Zealand improve the quality and efficiency of their contact centers, delivering business benefits at various customer touchpoints. It further discusses how the company automated their contact centers to enhance operational efficiency and increase customer satisfaction.

Deepak Kumar, Associate Vice President & Head of Sales for APAC at EdgeVerve



    2:00pm - 2:45pm Tips and Tricks for Seamlessly Transitioning Customers To New Channels 
     
    • Being an organisation with a diverse local or global footprint means taking into account cultural differences and providing multilingual support.  This Q&A session will discuss best practice for the following challenges
    •  Migration planning: what are the most critical steps to retiring old offerings and retaining your customers?
    • How do you focus on the channel preferred by customers instead of using a one-size-fits-all approach?
    • Should you consider the customer base of the current offering before implementation?
    • How do you effectively segment the customer base by usage level and migration costs?
    • What’s best practice for creating a plan that takes into account customers’ concerns, costs and timeline?
    • How do you communicate the advantages the new offering provides over the current version
    Aditya Garg, Head of Solutions Consulting, Genesys India

    3:00pm-3:45pm Going Back to Basics: Developing Contact Centre Talent Towards Being A “One-Stop-Shop”
     
    • Prioritising employee and customer experience to enable a new breed of contact centre agent
    • Driving visibility across multiple business processes supporting consumers through human and digital interactions
    • Getting the CX experience right by being authentic, building trust and by empowering your front-line employees
    • How to ensure delivery ensures a customer’s expectation by taking an outside-in view
    • Defining your customer segments by industry, revenue or behaviour to meet individual levels of need
    Cheryl Paul, Head of Customer Contact, AIA Malaysia


    End of Day One
     
    Day Two 
     
    Wednesday 28 August 2019
     
    Chairman´s Opening Remarks
     
    10:00am – 10:45am How Intelligent Automation is Changing Contact Center Outsourcing
    Despite the relentless push towards digitilisation, the human touch remains highly important for many
    successful enterprises. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?

    Attend this session to hear our speaker sharing critical insights:
    Real life stories about AI projects across various customer touchpoints
    How organisations can leverage AI to build lifelong customer relationships
      Alex Koshy, Head of Sales CC/BPO ASEAN and Korea,  Automation Anywhere

          11:00am – 11:45am Developing Contact Centre Talent Towards Being A “One-Stop-Shop”
           
            • Prioritising employee and customer experience to enable a new breed of contact centre agent
            • Driving visibility across multiple business processes supporting consumers through human and digital interactions
            • Getting the CX experience right by being authentic, building trust and by empowering your front-line employees
            • How to ensure delivery ensures a customer’s expectation by taking an outside-in view
            • Defining your customer segments by industry, revenue or behaviour to meet individual levels of need


          End of Day 2
           
          Chairman’s Closing Remarks

          End of Conference

          Speakers

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          To be part of this interactive discussion and learn more about how you can showcase your solution and a premiere platform to display CX thought-leadership, speak to us about reserving your place on our programme.

          How do I join the online conference?

          Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.  


          How much does it cost to attend?

          CCW Digital's CCW Asia Online  event is completely free to attend.

          Where is it located?

          This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.


          Can I access the slides post-event?

          All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.