DAY 3 - MAIN CONFERENCE: 23 September

INNOVATING FRONTLINE SERVICE ENGAGEMENT

10:40 am - 10:45 am Opening Remarks

10:45 am - 11:25 am Mastering the Art of Modern Conversations with AI Powered Insights

Alex Spinelli - Chief Technology Officer, Liveperson

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 



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Alex Spinelli

Chief Technology Officer
Liveperson

11:25 am - 11:30 am Awards Announcement

The announcement for the winners of:

  • Best Digital Experience
  • Best Contact Centre

11:30 am - 11:45 am Speed Networking

Here's an opportunity to meet and network with others at the conference. Don't forget to introduce yourselves!

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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Adeline Tiah

Head of Marketing & Partnerships
Industry Expert in Financial Services

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Vishal Chopra

Head of Field Marketing (INSEA MEA)
Freshworks

12:25 pm - 12:30 pm Shift Room

  • Learn how companies advance service excellence through digital transformation in this current environment
  • Examine ways to keep the human touch alive to provide an all-round customer experience
  • Find out a way forward for humans and technology to drive CX excellence
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Wilson Nieves

Vice President, Global Customer Experience Services
PTW International

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Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

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Kavan Sito

Regional Head of Customer Operations & Trust
Shopee

1:10 pm - 1:15 pm Shift Room

1:15 pm - 1:55 pm Surfing the Wave of Experience Management

Hussain Boltwala - Director, Solution Consulting, Medallia
  • 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


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Hussain Boltwala

Director, Solution Consulting
Medallia

1:55 pm - 2:00 pm Awards Announcement

The announcement for the winners of:

  • Best Brand Experience
  • Best Social Media Experience

2:00 pm - 2:50 pm Break

Interactive Discussion Groups

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

Tom Blackman - Director of Sales, Asia, Zendesk
  • 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


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Tom Blackman

Director of Sales, Asia
Zendesk

• 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



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Aly Antonio

Senior Vice President
Inspiro

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Magz Magbanua

First Vice President, Head of Operations and Shared Services
Union Bank of the Philippines

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

Wee Tee Lim - Regional Director, South East Asia, LivePerson
  • 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




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Wee Tee Lim

Regional Director, South East Asia
LivePerson