Join Matt Condie, Senior Product Manager - Member Support and Operations at Flybuys and Patricia Mulles, Founder, M&O Consulting and Director & Global Head of Partnerships, She Loves Data, to explore how modern contact centres are navigating evolving customer expectations, workforce dynamics, and emerging technologies. We’ll discuss the pivot towards omnichannel experiences, balancing automation with empathy, and ensuring consistent service quality across touchpoints. We'll cover how to prepare for scalability, build resilience in unpredictable environments, and embed agility into everyday operations, highlighting the interplay between people, process, and technology in crafting exceptional customer journeys.

Key takeaways:

• Find out how to architect an omnichannel-first strategy
• Learn how to balance automation, AI, and human touch
• Understand workforce agility as a competitive advantage
• Discover the latest on governance, data ethics and how to achieve true CX excellence in 2025

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As organizations accelerate their digital journeys, the role of cloud technology in redefining customer experience (CX) has never been more critical. In this session, Jay Kumar, Global Head for Solution Business at Tecnomic, presents the strategic roadmap for achieving a truly cloud-led CX transformation, with contributions from Kalpana Jha, Regional Technology Director for Asia at Manulife and Guru Vishwanath, Senior Partner Development Specialist, CXE/Connect, ASEAN, AWS. 

Key takeaways:

• Explore modernization blueprints that align people, processes, and platforms
• Discover how an organized, phased approach enables a seamless transformation journey from strategic planning and pilot implementation to enterprise-wide scale, optimization and enhancement
• Gain insights into metrics and KPIs that measure transformation success
• Hear practical perspectives on overcoming barriers to CX modernization

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Balance agent empowerment with efficiency to build a future-ready contact center.

Agent challenges don’t exist in isolation – they directly affect turnover, CSAT, productivity and costs. In today’s hybrid contact centers, engagement is harder than ever and traditional scheduling models often fail to meet evolving needs.

Join Francis Simon, WFM Senior Solutions Engineer, South Asia and Middle East at NiCE and Jorg Both, Head of Business Systems at Northline, as they explore how modern contact centers can empower agents while driving efficiency and business results.

Discover how intelligent automation and AI are reshaping workforce management to:

• Reduce manual scheduling processes
• Optimise net staffing across dynamic channels
• Increase agent satisfaction and retention
• Achieve cost savings without compromising CX Learn how organisations across APAC can future-proof their workforce strategy by balancing agent empowerment with measurable business outcomes

Key takeaways:

• Understand how agent engagement drives turnover, productivity, CSAT, and overall costs in hybrid contact centers
• Learn why traditional scheduling models no longer meet the needs of today’s evolving workforce
• Discover how AI and automation streamline scheduling and optimise staffing across dynamic channels
• Explore strategies to boost agent satisfaction and retention while reducing operational costs. 5. Gain practical insights on balancing agent empowerment with efficiency to create a future-ready workforce strategy

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As customer expectations evolve, financial institutions face pressure to deliver faster, more intuitive, and secure service experiences. In this case study, join Tina Morrell, Head of Customer Experience, Westpac, to discuss how best to transform your CX operations to empower agents and create more personalised digital interactions, ensuring transparency and trust as automation increasingly begins to take on a larger role in customer journeys.

• Explore how to improve both customer and agent experience in high-trust industries
• Learn how to maintain empathy and compliance in service models
• Gain insights into building customer confidence in automated interactions
• Find out the various points in the customer journey which are naturally better suited to human agents

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