DAY 5 - MAIN CONFERENCE: 25 September

OPERATIONAL EXCELLENCE IN CX

10:00 am - 10:10 am Opening Remarks

10:10 am - 10:40 am Telstra International’s Transformation Journey to Empower CX Excellence

Anila Fredericks - Head of Customer Service Operations, Telstra Global
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Anila Fredericks

Head of Customer Service Operations
Telstra Global

10:40 am - 10:45 am Shift Room

10:45 am - 11:25 am Strategies for Managing and Empowering Staff in the Work-From-Anywhere Contact Centre

Subramanya Chandrashekar - Chief Technology Officer, HGS
Michael Kropidlowski - Senior Director, Product Marketing, Aspect

• Hear about best practices from experts who have recently established a work-from-home, work from anywhere mobile workforce

• Learn how contact centre managers can ensure that the necessary communications infrastructure is in place and that their staff is as productive and efficient at home as they are on-site 

• Understand what new metrics or adjustments to existing metrics are needed for WFH vs. in office agents

• How to focus more attention on the quality management process and adjust the frequency of coaching for WFH agents



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Subramanya Chandrashekar

Chief Technology Officer
HGS

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Michael Kropidlowski

Senior Director, Product Marketing
Aspect

11:25 am - 11:30 am Award Announcement

Award announcement for the winners of:

  • Best Customer Experience Award
  • Best CX Personality

11:30 am - 12:00 pm Accelerate Workforce Optimisation to Adapt and Outperform in Customer Engagement

Pascal Gerard Daniel - Chief Operating Officer, Customer Experience & Quality, Nokia

Businesses prioritise customer experience in every facet of their business, from how they build products to how they market to end users. But when it comes to investing in the employee experience, many companies have left a lot on the table.

• Discuss holistic approaches to strategic workforce planning, upskilling and reskilling to impact the customer experience

• Understand how to redefine performance metrics to enhance agent productivity and digital readiness

• Examine how to align people, processes and touchpoints to deliver seamless customer experience

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Pascal Gerard Daniel

Chief Operating Officer, Customer Experience & Quality
Nokia

12:00 pm - 12:05 pm Shift Room

12:05 pm - 12:35 pm How Shell Drives CX through Growing In-House Continuous Improvement and Digital Capabilities

Louis Tan - General Manager, Customer Operations - Asia Pacific & Middle East, Shell

At Shell, capability building has remained a high strategic priority to drive customer experience for their B2B and B2C customers. 

• What are Shell’s journey and learnings in developing in-house capabilities to drive customer experience

• Leveraging ESSA (Eliminate Standardise Simplify before Automating) to advance our people and business growth 

• Changing mindsets, engaging and leading a digital workforce to drive CX excellence

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Louis Tan

General Manager, Customer Operations - Asia Pacific & Middle East
Shell

12:35 pm - 12:40 pm Shift Room

12:40 pm - 12:45 pm Award Announcement

Award announcement for the winners of:

  • Best Use of Mobile
  • Best Employee Engagement