All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
Lolitta Suffian
SVP, Customer Experience Bank Simpanan Nasional (BSN)
As Senior Vice President Customer Experience at Bank Simpanan Nasional, Lolitta's focus is on developing and implementing strategies that enhance the customer journey from start to finish. With a COPC certification and a robust skill set in CRM and team leadership, her approach is data-driven and collaborative, ensuring that products and services align with consumer expectations.
The strategies she has architected extend across both digital and traditional platforms, creating a seamless experience that boosts customer satisfaction and loyalty. Her mission is to continuously refine these experiences, fostering a culture where customer-centricity is the norm and excellence in service delivery is the standard.
Proudly a WeQual APAC Award’s winner for year 2024.
Day Two
10:00 AM Workforce Experience & Engagement: The Key to Contact Centre Performance
High-performing contact centres blend technology with a motivated, well-supported workforce. This session presents how organisations have reimagined agent experience via flexible scheduling, performance feedback tools, AI-powered coaching, and well-being initiatives. Learn how employee engagement links to retention, service quality, and long-term cost management. Practical tips will focus on measuring agent sentiment, identifying burnout risks, and creating continuous learning environments.
Key takeaways:
- Learn how to link agent experience to CX metrics
- Apply AI for coaching, recognition, and feedback
- Find out how to reduce attrition with purposeful workforce design
- Discover how to build resilient and motivated teams
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