Wednesday, 21 April, 2021 | 2:00 PM - 4:50 PM (SGT)
FREE ONLINE EVENT
Wednesday | 21 April 2021
Driving Better Customer Experience with Intelligent Chatbots
2:00 pm - 2:05 pm
Welcome & Housekeeping Address
2:05 pm - 2:10 pm
Chairperson Opening Address
Dr. Patrick Chin -
Head of Digital & AI Practice, Global, Head of Branding & CX, Global,
Sompo
2:10 pm - 2:50 pm
PANEL: Enabling Smarter Customer Interactions to Deliver Seamless Customer Experience
Dr. Patrick Chin -
Head of Digital & AI Practice, Global, Head of Branding & CX, Global,
Sompo
Sandra De Zoysa - Group Chief Customer Officer, Dialog Axiata Plc
Jacky He - AI & Automation Lead, Mars Global Service
Chin Kiat Teo - Head of Channel Experience, Customer Care, Lazada Group
Bayley Clark - Head of Customer Strategy, AirAsia Berhad
· Driving customer engagement through Chatbot integration and support, for sustainable operations
· Empowering customer touchpoints with Chatbots to ensure optimal query handling and escalation tools
· Incorporating Chatbots as a part of your omni-channel engagement strategy
2:50 pm - 3:30 pm
Chatbot Evolution: Webchat and Beyond
Martin Taylor -
Deputy Chief Executive Officer,
Content Guru
Rose Myatt - Business Development Manager, Content Guru
Customer Experience (CX) is now the main business differentiator in every industry. Over the course of the pandemic, customer expectations for CX service delivery have skyrocketed. Customers now demand immediate, accurate, personalized interactions with the businesses who seek to serve them, whenever they like, wherever they are, and on whichever communications channel they choose. Otherwise they will go elsewhere. How can organizations meet these demands, and deliver exceptional CX that is scalable, multi-lingual, yet still economically efficient?
The answer lies in Intelligent Automation. Chatbots hold the key to delivering market-leading CX at scale, and they’re evolving. The chatbots of today are not the limited, irritating web-chat pop-ups of the pre-pandemic era, but omni-channel, autonomous machine agents that work in tandem with humans. Join Martin Taylor, Co-Founder and Deputy CEO of global CX technology leader Content Guru, to discover how AI-backed chatbots are central to driving long-term customer loyalty, with minimal resource.
3:30 pm - 4:10 pm
Putting Hyper-Automation at the Front and Centre of your 2021 Digital Transformation Strategy
Ravina Mutha -
Co-Founder,
Enterprise Bot
Pietro , Carnevale - CEO, HITS - House of InsurTech Switzerland
· Improving response rates and achieving enhanced customer satisfaction
· Enhancing customer service with end-to-end integration of conversational AI solutions
· Achieving heightened operational efficiency through hyperautomation
4:10 pm - 4:50 pm
Building “MIIA – Metro’s Interactive & Intelligent Assistant” to Enhance Digital Experience
Bhavik Shah -
Head – Loyalty & CRM,
Metro Brands Limited
· Understand what is needed to show relevant use cases for stakeholder buy-in
· Consider enterprise-wide communication needs across various business functions to drive collaboration
· The 3D’s: avoid adoption hurdles through design, development and digital
