CONFERENCE DAY ONE: TUESDAY 03 MARCH 2020

8:00 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Welcome Remarks

CUSTOMER SHOW ASIA 2020

9:15 am - 11:00 am CXO PANEL: Delivering Impactful Business Performance and Purpose through Integrated Customer and Brand Experiences

Su Yin Neo - Vice President, Delivery Operations, Service Quality & Customer Experience, Singapore Post
·      Making strategic investments in people, process and technology to close experience gaps and achieve breakthroughs
·      Leveraging the right technologies and channels to offer service and experience where it matters
·      Navigating a market of “one”: Rethinking customer experience for competitive differentiation and financial profitability


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Su Yin Neo

Vice President, Delivery Operations, Service Quality & Customer Experience
Singapore Post

10:15 am - 10:45 am FIRESIDE CHAT: The Era of Return on Experience (ROX): Navigating Customer Engagement in the Intelligent Experience Economy

·      How are emerging digital technologies and business models challenging the status quo across all industries?
·      Understanding and mastering the new rules of customer engagement, advocacy and loyalty
·      Evaluating customer experience ROI: How can we quantify the results? 


10:30 am - 10:45 am Speed Networking

10:45 am - 11:15 am Morning Refreshment Break

CUSTOMER SHOW ASIA 2020

CCW Asia: STREAM A: AI IN CONTACT CENTRES

11:15 am - 11:45 am AI Contact Centres: The Next Evolution of Sales, Service and Customer Experience
Martin Taylor - Deputy Chief Executive Officer, Content Guru
  • Understanding who your customers are and their communication preferences in the age of digital
  • AI advancements in contact centres and immediate benefits to customer communications at scale
  • Eliminating service inconsistencies and simplifying customer experience through integrated AI technology


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Martin Taylor

Deputy Chief Executive Officer
Content Guru

CCW Asia: STREAM A: AI IN CONTACT CENTRES

11:45 am - 12:15 pm Deploying Voice Biometrics to Transform Customer Authentication in Today’s Contact Centres
Damian Leach - Head, Collaboration & Communications End User Services, Standard Chartered Bank
  • Expanding the use of voice biometrics to strengthen anti-fraud and caller verification capabilities
  • Modernising IVRs with secure, advanced and conversational interfaces for frictionless interactions
  • Providing ease-of-use, cost effectiveness and truly omni-channel experiences to contact centres
 
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Damian Leach

Head, Collaboration & Communications End User Services
Standard Chartered Bank

CCW Asia: STREAM A: AI IN CONTACT CENTRES

12:15 pm - 12:45 pm Harnessing AI in Digital Self-Service to Amaze, Delight and Retain Customers



CCW Asia STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:15 am - 11:45 am Robots at Your Service: Financial and Customer ROI of RPA in Contact Centres
  • Strengthening digital capabilities to harness the full potential of RPA
  • Automating repetitive and rules-based processes to increase agent capacity and focus on value-added work
  • Introducing hybrid RPA for operational efficiency and value creation

CCW Asia STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

11:45 am - 12:15 pm Digitalising and Automating Contact Centre Operations to Scale Performance and Efficiency Gains
·         Revealing the real business value of digitalisation and automation in contact centres
·         Assessing what to digitise and automate to drive operational efficiencies
·         Ensuring integration with current processes, operations and legacy systems

CCW Asia STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

12:15 pm - 12:45 pm Investing in AI-Enabled Automation and Employee Success to Enhance Performance DNA



CX FOR FINANCIAL SERVICES

11:15 am - 11:45 am Strengthening the Business Case for Customer Experience in an Experience-Led Economy
·      The good, the bad and the ugly: Why do we often get customer experience wrong and what is on the horizon?
·      The end of good enough: Is it ultimately technology that disrupts industries?
·      Show me the money: What are the financial and long-term benefits of getting customer experience right?

CX FOR FINANCIAL SERVICES

11:45 am - 12:15 pm High-Tech, High-Touch: Humanising Customer Experience in a Digital Era
• Taking a human-centred design approach to deliver personalised digital experience
• Perfecting the art of service culture to boost customer satisfaction and inspire loyalty
• Enabling creativity and community in customer interactions

CX FOR FINANCIAL SERVICES

12:15 pm - 12:45 pm Powering a Digital-First Omni-Channel Experience to Amplify the Customer Journey
• Building a single and seamless ecosystem for effortless customer interaction
• Enabling an enriched cross-channel experience for customer delight and revenue growth
• Successful approaches to going digital and omni-channel transformation

CX FOR TELECOMMUNICATIONS

11:15 am - 11:45 am From Network to Digital Service Provider: Architecting Digital Transformation for Next Generation Customers
Sarjil Sarwar - EVP Customer Experience, Robi Axiata
·      Charting the roadmap for successful digital-and-analytics transformation, investments and priorities
·      Adopting agile methodologies in your business operating model and organisational DNA
·      Rethinking device management to upscale service offerings and delivery
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Sarjil Sarwar

EVP Customer Experience
Robi Axiata

CX FOR TELECOMMUNICATIONS

11:45 am - 12:15 pm Building Future-Ready Digital Ecosystem to Drive Value-Added Product, Services and Customer Interactions
Nathan Bell - Chief Digital Officer, M1
• Strengthening digital capabilities for exceptional customer engagement and service delivery
• Harnessing next frontier of technologies for greater customer understanding and to align
business strategies
• Future-proofing through constant innovation and the pursuit of value-adding digital partnerships
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Nathan Bell

Chief Digital Officer
M1

CX FOR TELECOMMUNICATIONS

12:15 pm - 12:45 pm Channel Digitisation and Innovation to Optimise Customer Value and Business Profitability
Adhish Kulkarni Kulkarni - Senior Vice President & General Manager, Digital Engagement & Loyalty Solutions, Evolving Systems
• Overcoming the cycle of disconnection and advancing connected digital platforms
• Uniting all aspects of the wireless environment for a seamless ‘transact-anywhere’ experience
• Revolutionising consumer experience and staying relevant with future customer generations


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Adhish Kulkarni Kulkarni

Senior Vice President & General Manager, Digital Engagement & Loyalty Solutions
Evolving Systems

CX FOR UTILITIES

11:15 am - 11:45 am Transforming Utilities to Meet the Evolving Needs of Future Energy Customers
Brendan Leece - International Customer Experience Manager, E.ON
·      Assessing how factors such as environmental concerns, increasing demands for transparency and ownership are dictating the need for change in the utility sector
·      How can utilities move beyond the role of energy suppliers to engage and value-add?
·      Leveraging technologies to transform existing dynamics and relationships between customers and energy suppliers
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Brendan Leece

International Customer Experience Manager
E.ON

CX FOR UTILITIES

11:45 am - 12:15 pm Embedding Customer Centricity across the Organisation
Edison Sipahutar - Executive Vice President, Marketing & Customer Relations, PT PLN (Persero)
• Customers then-and-now: Why customer experience is no longer just a good-to-have inutility
• How to effectively cultivate a customer-focused business strategy
• Ensuring success: Communicating outcomes and developing internal champions 
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Edison Sipahutar

Executive Vice President, Marketing & Customer Relations
PT PLN (Persero)

CX FOR UTILITIES

12:15 pm - 12:45 pm Rethinking Digital Customer Engagement in Product and Service Innovation
Priscilla Nu - Head of Experience and Design, Digital, SP Group
  • Mapping digital transformation to identify priority development and investment areas
  • The importance of getting omni-channel right for your multi-generational customers
  • Establishing mobile apps as the preferred channel to inform, interact and engage
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Priscilla Nu

Head of Experience and Design, Digital
SP Group

12:45 pm - 2:00 pm Networking Lunch

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable A: Increasing Value to Customers with Self-Service Analytics

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable B: The Rise of Unified Communications in Revolutionising Customer Service

CUSTOMER CONTACT WEEK ASIA: DIGITAL SELF-SERVICE

2:00 pm - 3:30 pm Roundtable C: Pragmatic Approaches to Realising ROI from AI-Powered Chatbots


CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable D: Mastering First Contact Resolution to Upscale Service and Manage Costs
Marcus Lim - Assistant Vice President, Head of Customer Service, NETS
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Marcus Lim

Assistant Vice President, Head of Customer Service
NETS

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable E: Investing in Knowledge Management to Drive Contact Centre Performance

CUSTOMER CONTACT WEEK ASIA: WORKFORCE & SERVICE EXCELLENCE

2:00 pm - 3:30 pm Roundtable H: Workforce Gamification: New Approaches to Agent Productivity and Engagement

CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roudtable F: Leveraging Speech Analytics to Improve Service Quality

CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable I: Ensuring Customer Excellence and Value Creation in CRM Outsourcing


CUSTOMER CONTACT WEEK ASIA: CUSTOMER JOURNEYS & INSIGHTS

2:00 pm - 3:30 pm Roundtable K: Visualising Customer Journeys in an Omni-Channel World

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 1: Fostering a Customer- Centric Culture to Fuel Digital Innovation
Mathias Muehlfelder - Senior Director, Product Management, Syniverse


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Mathias Muehlfelder

Senior Director, Product Management
Syniverse

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 2: Personalising Products and Services across Customer Segments

CX FOR FINANCIAL SERVICES

2:00 pm - 3:30 pm Roundtable 3: Boosting Customer Success with a Digital- First Strategy

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 6: Customising Bundles and Add-ons to Attract, Retain and Convert

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 7: Mastering Social Customer Engagement and Interactions

CX FOR TELECOMMUNICATIONS

2:00 pm - 3:30 pm Roundtable 8: Creating a Seamless Billing Experience for Customers

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 7: Establishing a Digital Roadmap for Customer Engagement

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 8: Tapping into the Benefits of IOT to Upscale Customer Service and Experience
Prasanth Thomas - Vice President, Innovation Platforms, Digital and Technology, Sembcorp Industries
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Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

CX FOR UTILITIES

2:00 pm - 3:30 pm Roundtable 9: Tailoring Effective Loyalty and Rewards Programss

3:30 pm - 4:15 pm Afternoon Refreshment Break

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

4:15 pm - 4:45 pm Mastering Customer Escalation Management with Augmented Analytics
·      Unifying data sources across channels to capture customer sentiments and feedback
·      Advancing data science and business intelligence to derive accurate and actionable insights
·      Bringing a new dimension to conversational analytics and proactively manage case solutions 

CUSTOMER CONTACT WEEK ASIA: STREAM A: AI IN CONTACT CENTRES

4:45 pm - 5:15 pm Accelerating Digital Transformation and AI Adoption in Contact Centre
Chirag Shah - Head of Contact Center Technology, HP
·      Establishing and maturing a customer-centric AI strategy
·      Practical uses of AI for agile operations and seamless service delivery
·      Unlocking new business possibilities and making AI work for your customers and employees
 

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Chirag Shah

Head of Contact Center Technology
HP

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:15 pm - 4:45 pm Accelerating Workforce Optimisation to Adapt and Outperform in Customer Engagement

Pascal Gerard Daniel - Chief Operating Officer, Customer Quality - Asia Pacific & Japan, Nokia
  • Holistic approaches to strategic workforce planning, upskilling and reskilling
  • Redefining performance metrics to enhance agent productivity and digital readiness
  • Aligning people, processes and touchpoints to deliver seamless customer experience
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Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

CUSTOMER CONTACT WEEK ASIA: STREAM B: OPERATIONAL & WORKFORCE EXCELLENCE

4:15 pm - 4:45 pm From Cost to Profit Centres: Deploying Lean Tools and Techniques to Achieve Operational Excellence
Richard Thomas - Head of Service Management, South Asia - International Sales and Service, Telstra Enterprise
  • How can Lean play a pivotal role in shaping the contact centres of tomorrow?
  • Spearheading business transformation and change programs to enhance customer service and experience
  • Realising operational efficiency and effectiveness with an emphasis on customer value drivers 
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Richard Thomas

Head of Service Management, South Asia - International Sales and Service
Telstra Enterprise

CX FOR FINANCIAL SERVICES

4:15 pm - 4:45 pm Promoting Digital Channel Migration and Ensuring Cross-Channel Effectiveness
• Reshaping channel strategies around customers and providing consistent experience
• Leveraging customer behavior analysis to design service journeys with clearly defined digital migration points
• Analysing customer utilisation and preferences to successfully integrate digital channels

CX FOR FINANCIAL SERVICES

4:45 pm - 5:15 pm Leveraging Customer Insights to Personalise Interactions in Microfinancing Landscape
• Embracing hyper personalisation as the new normal
• Having consistent insights-driven personalisation embedded into all channels
• Upscaling frontline customer engagement with newfound understanding to unlock new revenue streams

CX FOR TELECOMMUNICATIONS

4:15 pm - 4:45 pm Personalising Digital Experiences with Customer Journey Mapping
Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
• How journey maps can bring visibility on areas of improvement across touchpoints
• Prioritising customer segments and creating service design maps for optimal engagement
• Decoding journey science in telecommunications and taking customer experience to the next level
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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata


CX FOR TELECOMMUNICATIONS

4:45 pm - 5:15 pm Effective Social Listening for Enhanced Customer Engagement
Nuttaporn Tayananuphut - Head of Customer Experience, LINE Thailand
• Analysing the efficacy of customer communications and interactions on various social and marketing platforms
• How community collaboration can improve real-time complaints resolution and feedback management
• Gaining social insights to better understand the needs and interests of different customer groups
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Nuttaporn Tayananuphut

Head of Customer Experience
LINE Thailand

CX FOR UTILITIES

4:15 pm - 4:45 pm Implementing a Single Customer View to Optimise Service and Experience
• The importance of removing silos between marketing, sales, service and operations for greater understanding of the customer’s journey
• Achieving end-to-end customer visibility by capturing customer interactions across all channels and touchpoints
• Improving customer advocacy and retention with an insights-powered engagement strategy

CX FOR UTILITIES

4:45 pm - 5:15 pm Structuring Loyalty Programmes around Customer Behaviour to Enhance Effectiveness
• Reviewing the challenges: Engaging and maintaining relationships across customer groups with varied values and priorities in
energy consumption
• Leveraging data, analytics and digital channels for deeper behavioral insights on customer preferences and consumption patterns
• Personalising engagement campaigns and interactions to maximise loyalty and retention

5:15 pm - 5:20 pm Chairman’s Closing Remarks followed by Awards Cocktail Reception