The pandemic has dramatically shifted the Customer Experience landscape.
The nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service. On top of this, CX leaders are having to navigate this changing landscape while the pressure to control costs has increased, and a significant proportion of staff are working remotely.
With this in mind, CX Live: CX APAC Online 2021, now in its 3rd year, will be focused helping CX professionals navigate these significant changes with a focus on:
Self Service – leveraging digital channels to ensure customers have access to information 24 / 7 and reserve voice channels for high value customer interaction
Data and Analytics – leveraging data to enhance customer understanding and increase personalization
Automation – utilizing automation to increase efficiency and reduce the administrative burden
Employee Experience – ensuring service staff working remotely are kept engaged and focused on delivering customer excellence
Omnichannel – engaging seamlessly with your customers across multiple channels
Customer adoption – supporting customers in the transition from face to face or contact center service to digital channels
Senior CX Manager
Head of CX
Head of CX
VP and Head Branch Operations and Training
Bajaj Allianz Life Insurance Co. Ltd.
Dana von der Heide
Founder and Chief Customer Officer
Chief Customer Officer – Asia
Chief Customer Officer
Accident Compensation Corporation