DAY 5 - MAIN CONFERENCE: 25 September

OPERATIONAL EXCELLENCE IN CX

10:00 am - 10:10 am Opening Remarks

Brendan Leece - Head of Customer Experience, E.ON
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Brendan Leece

Head of Customer Experience
E.ON

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 - 11:20 am Navigating a Successful CX Transformation Programme With Digital and Data at the Helm

We all know the positive force that digital and data play in developing relevant and memorable customer experiences, but how do you combine these with the organisation’s transformation strategy to unite all three? 

• Understand what transformation looks like within your business context, to build an impactful roadmap 

• Gain insights on how to align the organisation behind a clear vision, goal and strategy in order to effectively execute your transformation 

• Remove cultural and legacy barriers to ensure that digital and data can take centre stage of your reinvigorated CX strategy 



11:20 am - 11:25 am Award Announcement

Award announcement for the winners of:

  • Best Customer Experience Award
  • Best CX Personality

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

Operational innovation is truly deep change, affecting the very essence of a company: how work is done. The effects ripple outward to all aspects of the enterprise, including CX excellence.

• Learn about getting buy-in from the top and identify where to start

• Examine ways to promote and foster a culture of innovation to realise the value of continuous improvement

• Explore innovative strategies and tools to drive customer-centric and lean processes to achieve desired outcomes

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Harpreet Ghai

Consumer Relations Director – Asia, Middle East & Africa
GlaxoSmithKline (GSK)

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Manisha Seewal

Group Chief Marketing Officer
Carro

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Mark Webster

Vice President Operations
PayPal

12:10 pm - 12:40 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

12:40 pm - 12:45 pm Award Announcement

Award announcement for the winners of:

  • Best Use of Mobile
  • Best Employee Engagement

12:45 pm - 1:25 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