CXN Live: CX APAC Online 2021

16 - 18 Mar 2021 | SGT |FREE

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APAC’s online CX conference, bringing you global customer experts direct to your desk

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

Four reasons why you should attend...

  • Hear the best case studies from across the global

  • Access the content on demand and watch in your own time

  • Assess the latest technological innovations 

  • It is 100% free to attend


(Use Google Chrome or Mozilla Firefox to secure your place)


Day One - 16 Mar 2021

9.30am-10.15am SGT Utilizing All Channels to Deliver the Promise Held to the Customer
Neil Gardner, Chief Customer Officer, Generali

10.30am -11.15am SGT : ServiceNow

11.30am-12.15pm SGT : Genesys
 
12.30pm – 1.15pm SGT : Zendesk

1.30pm – 2.15pm SGT : Using VoC and Analysing Unprovoked Data to Enhance the Digital E-2-E Customer Experience
Lara Truelove, Head of CX, Singlife

End of Day One

Day Two - 17 March 2021
 
9.30am-10.15am SGT Using Voice of Customer and Data to Inform CX Design
Emma Powell, Chief Customer Officer, Accident Compensation Corporation

10.30am-11.15am SGT : Unlocking Value and ROI from Customer Analytics, Real-Time Guidance and AI in a Virtual & Hybrid World
Mat Austin, Senior Retail Operations, Ergon Energy Retail
Cameron Adams, Director Solution Consulting, NICE

11.30am-12.15pm SGT :  Avaya  

12.30pm – 1.15pm SGT : Available

1.30pm-2.15pm SGT : Available
 
2.30pm-3.15pm SGT Understanding Customer Value Without Losing the Human Touchpoints
Gab Dracopoulos, Head of CX, Intuit

End of Day 2

Day 3 : 18 Mar 2021
 
9.30am-.1015am SGT Understanding How Customer Engagement is Related to Value Co-Creation
Emira Oepangat, Head of Live Operations, Chubb Insurance
 
10.30am - 11.15am SGT : 8x8
 
11.30am - 12.15pm SGT : User Testing
 
12.30pm – 1.15pm SGT : Available
 
1.30pm – 2.15pm SGT Panel Discussion (10 minutes speaking each followed by 20 minutes Q&A):
Fulfilling the Five Senses and Using a Hybrid Approach to Alleviate the Customer Journey
Cynthia Tang, CX Manager, Sunway Pyramid
 
The Drive for Purpose: How to Build Customer Loyalty
Uddalak Chatterjee, Vice President and Head Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.        

Utilising Data and Analytics to Provide a Personalized Delivery Experience for Customers
Dana von der Heide, Founder & Chief Commercial Officer, Parcel Perform

 End of Day 3

Speaker Faculty

The changing state of customer service


Dowload the whitepaper here

Craft loyalty winning emotional connections with your customers


Watch the video here

Bolster engagement through additional channels with one single message API.
 Add bookmark

Watch the video here

Who should attend?

CX Network events are designed to offer insight and inspiration to
senior CX decision makers including heads of:

Customer Success

Customer Satisfaction

Experience Design

Voice of the Customer

Customer Experience

Customer Insights and Analytics

Customer Loyalty

Contact Centre

CX Network Online Events | Who attends our events

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CX Network Online Events | How it works 

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 2: Confirmation email
This will be dispatched upon registration and will contain login information

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Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers

Get Involved with CX Network


For more information on how CXN Live: CX APAC Online is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

Tilak Antony

CX Network
tilak.antony@iqpc.com