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Event Sponsors

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


5 Reasons to Attend

Hear the best case studies from across the globe

No travel costs or time out of the office necessary

Access the content on demand and watch in your own time

Assess the latest technological innovations 

It is 100% free to attend

Country Specific Case Studies

Case Study: Driving Brand Loyalty Through Delivering Exceptional Customer Experience

Transform Your CX Operations Today by Harnessing the Power of AI, ML and Intelligent Automation

How a Highly Digitalized Contact Center Can Stay Human and Deeply Engaged with Customers

Case Study: Delivering a World Class Customer Experience


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



Featured Speakers

CCW & CX Network Online Events | Who attends our events 

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Who should attend?

CCW & CX Network Live online events are designed to offer insight and inspiration to senior CX decision makers including heads of

Customer Engagement

Customer Operations

Contact Centre

Customer Service

Customer Care

Contact Centre Sales

Customer Experience

Service Delivery

CCW & CX Network Online Events | By the numbers  

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1,100+

CXN LIVE: FEEDBACK & SATISFACTION 2019 REGISTRANTS

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1,000+

CXN LIVE: FEEDBACK & SATISFACTION 2019 REGISTRANTS

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1,200+

CXN LIVE: FEEDBACK & SATISFACTION 2019 REGISTRANTS

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1,400+

CXN LIVE: FEEDBACK & SATISFACTION 2019 REGISTRANTS

CCW & CX Network Online Events | How it works 

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 2: Confirmation email 
This will be dispatched upon registration and will contain
login information

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Step 3: Schedule time 
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 4: Watch the event 
Click the link in the confirmation email and prepare questions for our industry-leading speakers

Get Involved with CCW & CX Network

For more information on how CCW Asia Online is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

Tilak Antony