Asia’s #1 Expo For All Industry Leaders Impacting Their Customer Journeys’ Lifecycle & Ecosystem
25 - 26 March, 2025
| Singapore
Customer Service Excellence Theatre, 29 March 2023
9:30 am - 10:30 am
Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Chairperson Opening Address
10:40 am - 11:10 am
Cultivating a Customer-First, Digital-First, Continuous Improvement Culture for Front-Line Service Teams
- Ensuring a customer-first approach to be able to foresee the expectations of a customer and strive to deliver a stellar customer service experience
- Building a culture of continuous improvement to ensure products and services are of the highest standard
- Adopting a digital-first approach to enable front-line service teams with the digital tools to deliver service excellence
11:10 am - 11:40 am
Do More with Less and Improve Your CX – Pre-Recorded Session
In today’s economy, customer experience leaders face more challenges than ever before. From skyrocketing recruiting costs to increased pressure to retain good agents and from ensuring the right agents are available at the right time to understanding the dynamics of your forecast and schedule - it is a struggle to stay ahead of it all.
- Lower recruiting costs, speed up on-boarding training and engage agents more effectively
- Get the metrics that matter from your customer-facing teams
- Ensure you have the right agent responding to your customers at the right time
11:40 am - 12:10 pm
Evolving Your Customer Service Strategy with the Growing Customer Sophistication
- Providing the right in-store experience for online-to-offline customers
- Elevating backend operations to drive in-store experience to meet the growing customer sophistication
- Ensuring customer facing representatives’ delivery the right level of customer engagement
12:10 pm - 12:50 pm
Panel Discussion Leveraging Technology and Tools to Provide Above and Beyond Customer Service - Pre-Recorded Session
- Using tools like CRM, customer satisfaction software and marketing tools to enhance customer service experience
- Getting front-line steam equipped with the right skill set to deliver digitally enabled Customer Service
- Tapping on technology and tools to surprise and delight customers whenever possible
12:50 pm - 1:50 pm
Lunch & Networking Break
1:50 pm - 2:20 pm
Tapping on a Strong Customer Service Culture to Build Exceptional Services for the Customers
- Embedding customer-centricity at the heart of your customer services excellence strategy
- Providing offline services which go above and beyond customer expectations
- Capturing customer satisfaction ratings effectively to reflect accurate NPS
2:20 pm - 2:50 pm
Keeping Customers Well-Serviced During Transition to Digital – Pre-Recorded Session
- Exploring customer service best practices while shifting into digital environment e.g. e-statements and meeting KPI indicators
- Resolving clients’ queries through multi-channel client platforms via calls, emails and digital to achieve first contact resolution
- Handling and escalating challenging matters to ensure prompt turnaround for all service requests with consistent quality
2:50 pm - 3:20 pm
Unlock potential to lead change and create exceptional customer experiences
- Delivering exceptional experiences through empathetic and solution-focused services
- Streamlining service delivery and customer support processes to enhance satisfaction
- Exploring best-in-class customer experiences
