Pre-Conference Workshops

9:00 am - 11:30 am Workshop A: Design Thinking Boot Camp

Reinvent customer experience through your customers’ lens! Leverage design thinking to uncover real pain points and drive business growth by delivering engagement that resonates and insights that fuels innovations.
• Utilising design thinking approach to discover different customer behaviors and journeys
• Uncovering improvement opportunities and painpoints from mapping out customer experience
• Developing processes to analyse and translate insights onto channel/product/service improvement
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12:30 pm - 3:00 pm Workshop B: Driving a Customer-Centric Transformation

How can you truly instil a customer-centric culture across your employees and stakeholders? Join this workshop to explore strategies that work – from getting boardroom buy-in to developing the right trainings and rewards to embed customer-centricity.
·         Prioritising customer centricity in the boardroom and demonstrating ROI
·         Creating internal awareness on the importance of customer-centricity
·         Developing structural trainings to develop the right mindset and behaviour
·        Assessing outcomes and devising customer-centric incentives to and empower and inspire
Vaughn van Bosch, Head of Digital at Celcom Axiata Berhad

Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

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3:30 pm - 6:00 pm Workshop C: Chatbot: From Planning, Development, Implementation to Execution

Chatbot is no doubt the next most important tool in driving positive digital customer interactions. Are you looking to win in the chatbot game? This session is designed for organisations that are looking to  fast-track their chatbot initiatives and increase project ROI.
·         Defining scope of chatbot project and mapping out implementation timelines and targets
·         Establishing key features and functionalities in chatbot design
·         Fast-tracking pilot to commercialisation: Tracking progress and evaluating outcomes for improvements
·         Leveraging market data and feedbacks to improve chatbot
Sudesh Thevasenabathy, Head of Customer Experience at AXA Hong Kong

Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

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