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Enhancing Customer Experience through Omni-Channel Integration,
Customer Self Service and Culture Change
In an increasingly digital world, the role of the contact centre continues to shift from managing transactions to being the human face of the digital enterprise, and a key component of overall customer experience.
Key to achieving this goal will be the utilization of new technologies to improve the efficiency and reduce the administrative burden on staff, while simultaneously giving them the tools to effectively resolve complex customer issues.
With that in mind, CCW Asia Online hosted by CX Network will be focused on:
Integrating interaction channels across the business to ensure a seamless experience
Leveraging automation and customer self-service to reduce the number of high volume and transactional customer enquiries
Using Artificial Intelligence, sentiment analysis and knowledge management systems to ensure staff have the right information at their disposal
Engaging in training and building a culture of service excellence to increase staff effectiveness
Day One: Tuesday 8th September 2020
9:00 SGT Case Study: Driving Brand Loyalty Through Delivering Exceptional Customer Experience
Olga Quiros, Director, Customer Operations – Asia Pacific, Expedia Group
10:00 SGT Transform Your CX Operations Today by Harnessing the Power of AI, ML and Intelligent Automation
Ravi Saraogi, Co-founder and President – Asia Pacific, Uniphore
11:00 SGT Providing Better Customer Experience and Building Strong Customer Relationships
Senior Representative, Zendesk
12:00 SGT Using Cloud-Native Intuitive Analytics to Manage People and Systems
Senior Representative, Genesys
Day Two: Wednesday 9th September 2020
9:00 SGT How a Highly Digitalized Contact Center Can Stay Human and Deeply Engaged with Customers
Anna Wang, Head of the Customer Relations Center for Nespresso China
10:00 SGT Achieving True Operational Excellence in the Contact Center
Senior Representative, Vonage
11:00 SGT Optimizing Workforce Planning and Delivery
12:00 SGT Using Advanced Analytics to Develop a Better Understanding of Customers
K V Dipu, President & Operations and CX Head, Bajaj Allianz General Insurance Company, India
Day Three: Thursday 10th September 2020
9:00 SGT Case Study: Delivering a World Class Customer Experience
Anila Fredericks, Head of Customer Service Operations, Telstra Global
10:00 SGT Monetizing Customer Insights to Drive Better Performance and Profitability
11:00 SGT Future-Proofing Contact Centres in the Digital Age
12:00 SGT Using Advanced Analytics to Develop a Better Understanding of Customers
