Humans are more similar than they are different, however if a company intends to meet the expectations of customers in a certain location, it should know of any regional tastes that may exist. To keep ahead of your APAC customers, not only should a minimum expectation be met, but innovation must be continuous. That’s why CX Live APAC discusses both established trends in the region, and showcases how some of the most innovative companies around are impressing their customers.
Pizza Hut APAC Utilizes First-Party Data to Get Products to Market Quicker
Red Cross Australia Increased CSAT Scores to 8.2 through Customer Engagement
Vodafone India - Integrate Digital into Your Overall Customer Experience Strategy
Pizza Hut recognized the need to introduce innovation faster, and thus developed a strategic roadmap which involves adopting an outside-in approach and validating customer friction before developing new products/services.
How to develop a new product from research to delivery, in just 6 weeks using customer insights
How this approach has enabled the organization to think differently and spark true innovation
The two pillars of this approach: developing Capability and People & actually talking to customers and how to do both of these effectively
Troy Barnes, Chief Customer Officer, Pizza Hut, Asia Pacific
10:00SGT The Latest Thinking on Contact Center Metrics
Over the past few years, there have been many “break-through” metrics including the Net Promoter Score, Customer Effort and Customer Emotion. But these metrics haven’t always lived up to their hype. In this webinar, we give a practical assessment of where we are now – in terms of real-time, historical and customer metrics – before making reasonable predictions for the future.
The role of technology in the contact center
Aligning metrics with business strategies and choosing the best metrics for you
Getting the most from your metric scores
Speaker to be confirmed, reserved for Genesys
11:00SGT Increase Savings and Upgrade Resilience and Reliability with a Hosted CX Solution
In a series of mini case studies, discover how a hosted solution provides a flexible, cost effective answer, and equips contact centre agents for success.
How Mcdonald’s franchisee lowers phone bill 35% and achieves highest regional uptime
How Empire Cinema saved over $100k within 12 months
How Belfast City Airport upgraded resiliency and reliability
09:30SGT Applying AI to Modernize your Business Analytics and Improve your Customer Experience
Transforming CX is now a strategic imperative for businesses, and AI driven Customer Engagement Analytics is enabling this transformation. With best practice examples, In this session, discover how AI (Sentiment Analysis or Machine Learning) can help drive powerful use cases, such as customer satisfaction improvement or sales efficiency.
How to generate 30% increase in Sales effectiveness
How Customer Engagement AI driven Analytics is the most powerful way to impact CSAT
How Sentiment Analysis on customer interaction can be operationalized to drive better CX and EX
Philippe Mercier, Vice President of Analytics, APAC, NICE
Red Cross Australia needed to be more innovative with their service delivery and therefore, personalised their offline and online offerings through digital. In this session, discover key successes that the not-for-profit achieved by better understanding their customers
Reduced churn and increase retention and lifetime value
Saved 4-6 million spending on marketing
Improved trust and respect ranking by 2 places
Consumers have become impatient through the revolution of digital, and therefore businesses need to adapt and respond to remain competitive.
Boost digital engagements to ensure all customer touchpoints are considered
Ensure loyalty and retention through personalised digital services
Streamline customer experiences with digital services
Chief Customer Officer
Pizza Hut Asia Pacific
Director, Engagement and Support
Australian Red Cross
Vice President, Customer Operation
Head of Projects
Senior Lead Solution Architect
Country Manager ANZ
Customer Centrics International
Vice President of Analytics Sales, APAC
Head of strategy, Business Design & Portfolio Governance
Senior Director Product Management
Customer Experience Strategist
Regional Process Improvement Lead