DAY 3 - MAIN CONFERENCE: 23 September

INNOVATING FRONTLINE SERVICE ENGAGEMENT

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Rudy Dalimunthe

Vice President, Customer Excellence
Tokopedia

10:10 am - 10:40 am Harnessing the Voice of the Customer to drive NPS and Service Excellence

Tony Roberts - Director of Continuous Improvement & Change, LEGO Group

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. 

• Gain insight into how to create a culture of putting customer at the heart of what companies do

• Learn about the need to systematise the use of customer feedback to improve contact centre performance

• Understand the power of broadcasting the voice of the customer and its impact on driving change across the organisation

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Tony Roberts

Director of Continuous Improvement & Change
LEGO Group

10:40 am - 11:20 am Mastering the Art of Modern Conversations with AI Powered Insights

90% of consumers start researching and shopping online, but less than 15% of sales happen online. Consumers need to ask questions, get advice, and understand options before they make purchases. Conversational commerce makes this possible.

• How to move beyond transactional customer service to proactive engagement to transform CX?

• How to effectively scale up customer engagement with enhanced AI capabilities?

• Keeping customers connected through intelligent and impactful customer interactions throughout the customer journey 



11:20 am - 11:25 am Awards Announcement

The announcement for the winners of:

  • Best Digital Experience
  • Best Contact Centre

11:25 am - 11:30 am Power Demo Drive

Here's an opportunity to learn about the solutions and services available to help you, all of which will enable your business to gain a competitive edge in the market.

Your CX strategy–and the CX vision that it enables–helps to deliver on your experience aspirations across all aspects of your operating model. It’s what drives your economic engine and helps you prioritise and compete more successfully.

• Will the customer of the future ultimately want more or less human interaction?

• Learn how to leverage the right technologies and channels to offer service and experience where it matters

• Make strategic investments in people and process to close experience gaps and achieve breakthroughs



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Caren Cheng

Head of Customer & Fulfillment
DiGi Telecommunications

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Adeline Tiah

Head of Marketing & Partnerships
SC Ventures

12:10 pm - 12:40 pm Prudential: Applying AI to Modernise Business Analytics and Improve Customer Experience

Vince Kasten - Regional Operations - Robotics and AI, Prudential Corporation Asia

30% of customers will leave a brand and never come back because of a bad experience. At Prudential, listening to the voice of customer and gaining customer insights have helped them to improve their abilities to better serve and support their customers.

• Learn to effectively utilise predictive analytics to understand the voice of the customer and generate future insights

• Identify strategies to optimise business decisions and uncover strategic opportunities in the age of digital customer engagement

• Learn how to embrace AI to acquire in-depth customer understanding to improve future acquisition, retention and loyalty

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Vince Kasten

Regional Operations - Robotics and AI
Prudential Corporation Asia

12:40 pm - 12:45 pm Awards Announcement

The announcement for the winners of:

  • Best Brand Experience
  • Best Social Media Experience

12:45 pm - 1:40 pm Lunch

1:40 pm - 2:20 pm Driving Customer-Centric Operations and Service Transformation

  • Gain insights to develop a customer-centric transformation strategy that continues to be relevant and effective
  • Understand the key elements of a successful transformation strategy
  • Discover ways to drive continuous improvement and innovation to value-create for your customers, stakeholders and organization




Interactive Discussion Groups

2:50 pm - 4:00 pm Roundtable C: Reimagine Your Customer Experience with Empathy & Agility

  • Harness data to personalise customer engagements and experience 
  • Integrate technologies such as messaging and live chat to make conversations customer-centric
  • Optimise your agent experience to improve their customer support
  • Staying focus on the fundamentals of empathy and connection in the new normal world


2:50 pm - 4:00 pm Roundtable D: Delivering Winning Customer Experiences with a Remote Workforce

• Discover strategies to effectively manage and engage work-at-home employees 

• Explore best practice measures to foster a connected culture so customers can receive the experiences they need at this sensitive time

• Learn tips on leveraging technology to communicate, collaborate and deliver meaningful customer experiences

2:50 pm - 4:00 pm Roundtable E: Conversational AI: Intelligent Chatbots to Transform Customer Service

  • Examine how does chatbot fit into your organisation’s omni-channel ecosystem
  • Understand how to determine the best suited platforms and deployment channels for chatbots
  • Leverage analytics and real-time data to personalise customer engagement and generate quality interactions