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
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