HunNi Liew

Head of Business Transformation DHL Express Malaysia

DAY 2 - PREMIUM EXPERIENCE: 22 September

Tuesday, September 22nd, 2020

11:40 AM Workshop B: Employee Engagement to Drive CX Success

Poor customer service is costing businesses more than $75 billion a year. Even in this digital age, the human touch is still at the core of everything we do. Businesses often forget the power of effective customer service, especially so for front-line agents. How can we ensure our processes, people and technology work in tandem for maximum effectiveness?     

This session aims to equip participants with the skills to empower agents to thrive in this “digital-first” environment, thus enabling businesses to harness people power to achieve outstanding customer service and experience.


Key Takeaways:

·        Defining a specific and actionable employee engagement plan

·        Giving ownership to your team for autonomous decision-making

·        Conducting effective training programmes

·        Changing your organisational culture to become more people-centric and customer-centric

Check out the incredible speaker line-up to see who will be joining Hun Ni.

Download The Latest Agenda