All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
With over 25 years of experience in Information Technology, Jorg has a proven track record of leading enterprise-wide digital transformation within the transport and logistics industry. His leadership style is rooted in strategic thinking, innovation, and a commitment to continuous improvement, ensuring technology is a true enabler of operational excellence.
He brings deep expertise across digital platforms, operational systems, telecommunications, cyber security governance, and large-scale change management and has successfully delivered high-value initiatives that streamline operations, optimise supply chain visibility, enhance customer service, and improve cost-efficiency across national networks.
Experienced in reporting to Executive and Board levels, he provides strategic oversight on ICT roadmaps, cyber posture, and digital investment, aligning technology strategy with business goals. He is fully accountable for national IT and data budgets, maintaining a strong focus on financial discipline and long-term value.
Passionate about logistics innovation, he builds high-performance teams and foster a culture of collaboration and continuous improvement. His approach is results-focused, with a clear aim: to develop scalable, secure, and future-ready IT environments that support sustainable growth and competitive advantage in the dynamic transport and logistics sector.
Day One
11:00 AM Empowering the Future Workforce: Cut Costs, Boost CX and Retain Top Talent
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, as he explores 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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