Delivering Hyper-Personalised CX to meet
Heightened Customer Expectations
June 28, 2022 | 10:00 AM - 1PM (SGT)
| Free Online Event
28 June 2022 l Conference Day
10:00 am - 10:05 am
SGT
Welcome & Housekeeping Address
10:05 am - 10:10 am
SGT
Chairperson Opening Address
10:10 am - 10:50 am
SGT
Panel Discussion: Crafting a Hyper-Personalised CX to Meet Customers' Demand as Technology Continues to Evolve
Sarala Jonnalagadda -
Country Head, Global Customer Care,
Google
Karynn Tan - Lead Customer Experience, Roche
Yogaiswaran Kandiah - Head of Operations & Customer Experience, Liberty Insurance Berhad
Tri Do - Head of Digital, Philip Morris International
As the competitive parameters expand, customers now compare the interactions with each brand with the best in the market when it comes to their journey and experiences. How can a brand stand out from the key players in the market? In this session, the speakers will be discussing the ways to personalise customer experience according to their heightened expectations and demands.
- Exploring methods to understand the heightened expectations by analysing the customers’ data collected from different channels
- Mapping out comprehensive strategies in building personalised customer experiences using the findings from the data analysis
- Discovering appropriate technologies that could be used in different channels to provide a seamless customer experience
10:50 am - 11:30 am
SGT
Effortless Experiences: Unlocking Customer Loyalty with Delight
Preethi Bridgement -
Director - Solution Engineering, APAC MEA,
Freshworks
Customer behavior and expectations are forever evolving, but many businesses have seen the pace of change radically accelerate over the past few years.
Digital conversations with customers have become the default, and it isn’t enough that they be fast; they must also be empathetic, personalized and seamless. To achieve this vision, CX leaders must architect effortless customer service while continually reassessing its business implications to be able to support large contact volumes with ease. Join Freshworks for an exciting session on all things CX and learn:
- What does the future South-East Asian consumer expect when it comes to experiencing effortless customer service?
- How can customer service agents be empowered to deliver delight?
- How should businesses leverage the right tech with the rule-of-5 that caters to nearly 95% of shopper queries?
11:30 am - 12:10 pm
SGT
Power of Conversational AI & Automation to Enhance Customer & Agent Experience
Veda Menon -
Director – Sales,
Uniphore
Customer service agents of today deal with increasing customer demand across various customer touchpoints. The need to ensure consistent, standardised service is an industry standard – but how can you take that one step further by leveraging conversational AI and Automation? During this session, you will learn more about:
- Harnessing the conversational AI and automation to ensure consistency and to cope with customers’ demands
- Deriving quick time to value and equipping your agents with the right tools to enhance customer service excellence
- Leveraging technology as an enabler to go beyond automation guidance to agents to improve CX, reduce costs and enhance revenue
12:10 pm - 12:50 pm
SGT
Enhancing Employee Experience for an Exceptional Customer Experience in the New Normal Era
Dinara Wagawatte -
Head of Customer Experience Transformation & Business Data Translation,
Dialog Axiata PLC
Andrew Mulero - Senior Lead of Customer Service Delivery, Telstra
There’s an important connection between empowered employees and happy customers. Employees who are on the frontline interacting with customers are in a unique position and are the determinant of a good customer experience. In this session, the speaker will be sharing ways to enhance customer experience by improving employee experience.
- Providing a more seamless and personalised workplace experience by understanding the employee personas
- Understanding the benefits of implementing a feedback system to ensure your employees are satisfied leads to an exceptional customer experience
- Exploring innovative ways to manage the hybrid working environment in the new reality
Dinara Wagawatte
Head of Customer Experience Transformation & Business Data TranslationDialog Axiata PLC
