(Use Google Chrome or Mozilla Firefox to secure your place)

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.

globe image

Register to watch live and get access to all sessions ON DEMAND!

globe image

Get the expert view. Ask your questions to presenters in our LIVE Q&As!

iphone image

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

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
11:00am – 11:45am

Implementing AI Across Your Contact Centre To Drive The Competitive Potential of Your Organisation

  • Harnessing large-scale data programs, the power of the cloud, and science-based approaches to make data-driven business decisions
  • Digitizing and automating processes so that machines, bots, and systems can directly act upon intelligence derived from them
  • Redesigning core systems, processes, and business strategies around AI and its possibilities
  • Fueling your organisation with AI to enable humans and machines working together within designed digital systems to harness data-driven insights 
 
2:00pm-2:45pm

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

3:00pm - 3:45pm

PANEL DISCUSSION:  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
End of Day One
 
Day Two 
 
Wednesday 28 August 2019
 
Chairman´s Opening Remarks
 
10:00am – 10:45am

Maintaining the Personal Touch in Customer Contact: How Can Humans And Machines Best Co-Exist?

  • 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
11:00am – 11:45am

Utilising Self-Service to Deliver the Omni-Channel Experience

  • Defining the role and use of self-service in your contact centre function
  • Evaluating self-service development strategies, taking into consideration workforce numbers,
  • Nature of industry and customer preferences etc
  • Utilising the right metrics to measure and realise ROI
  • Humanising customer engagement and enrich omni-channel interactions
 
1:30pm – 2:15pm

Predicting The Future For Asia’s Contact Centre Leaders
  • Pinpointing trends in executive leadership excellence
  • Will lack of true Omni channel experience hinder businesses?
  • Enabling analytics to come to the fore within the organisation
  • Simplifying the agent experience to better serve customers
  • Expanding the role of the contact centre as a competitive differentiator


3:00pm – 3:45pm

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

Event Sponsors

Genesys Zendesk EdgeVerve
(Use Google Chrome or Mozilla Firefox to secure your place)

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.