CXN Live: CX APAC Online 2021
16 - 18 Mar 2021 | SGT |FREE
Event Sponsor
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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)
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
Cynthia Tang
Senior CX Manager
Sunway Malls
Lara Truelove
Head of CX
Singlife
Gabrielle Dracopoulos
Head of CX
Intuit
Uddalak Chatterjee
VP and Head Branch Operations and Training
Bajaj Allianz Life Insurance Co. Ltd.
Dana von der Heide
Founder and Chief Customer Officer
Parcel Perform
Mat Austin
Senior Retail Operations
Ergon Energy Retail
Cameron Adams
Director Solution Consulting
NICE
Neil Gardner
Chief Customer Officer – Asia
Generali
Emma Powell
Chief Customer Officer
Accident Compensation Corporation
Who should attend?
CX Network events are designed to offer insight and inspiration to
senior CX decision makers including heads of:
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
CX Network Online Events | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information
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
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
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