CX APAC Online 2020

17 - 19 March 2020 | Free Online Event

(Use Google Chrome or Mozilla Firefox to secure your place)

APAC’s online CX conference, bringing you global customer experts direct to your desk

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.


Attendees at CX APAC Online 2020 will gain exclusive first hand access to carefully curated content - presentations from pioneering CX thought leaders from cross-industry. Gain expert insights into the most innovative customer experience projects from across the APAC region.

Five reasons why you should attend...

  • Hear the best case studies from across the global

  • No travel costs or time out of the office necessary

  • Access the content on demand and watch in your own time

  • Assess the latest technological innovations 

  • It is 100% free to attend


(Use Google Chrome or Mozilla Firefox to secure your place)

Pizza Hut APAC Utilizes First-Party Data to Get Products to Market Quicker 

Troy Barnes, Chief Customer Officer, Pizza Hut, Asia Pacific

HOOQ improves conversion rates with Natural Language Processing 

Anand Sundaresan, Head-Customer Insights & Analytics, HOOQ

Vodafone India - Integrate Digital into Your Overall Customer Experience Strategy

Gautam Borah, Vice President Customer Service Operations, Vodafone

Agenda 2020

Day One: Tuesday 17th March

Pizza Hut Utilizes First-Party Data to Get Products to Market Quicker 

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    



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



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

Speaker to be confirmed, reserved for 8X8

        Day Two: Wedesday 17th March

        HOOQ improves conversion rates with Natural Language Processing 

        HOOQ had a goal to understand and personalise the customer experience and thus, developed in-depth CX insights with text and sentiment analytics to understand and predict what their customers want to see before it’s too late. 

        • Improved conversion rates from users to subscribers 

        • Developing in-depth CX insights with text and sentiment analytics

        • Advancing customer intimacy and engagement with newfound insights

        Anand Sundaresan, Head-Customer Insights & Analytics, HOOQ



        Outsystems Software Builds AI-enabled Apps to Improve the Customer Experience

        AI and machine-learning can help organizations create new products and services that helps reduce costs, increase efficiency and even find new sources of revenue. In this session, discover how to enhance CX applications with three main aspects of AI:

        • Operate on unstructured data to provide a solution to business problems with cognitive services

        • Use existing data to provide predictive capabilities and automate decisions in business processes 

        • Improve engagement in applications by allowing users to interact in their own natural language

        Session reserved for sponsor, Outsystems Software ltd



        Quadient Australia Improves Customer Engagement With Multichannel

        For businesses to succeed, multichannel communications must be effectively managed, with a strategy in place to ensure that the most up-to-date information feeds both the content and the distribution.

        • Meet customer preferences by offering options to choose how they hear from you 

        • Personalisation your communications consistently across all channels

        • Target your messages to reflect an up-to-date understanding of the customer’s account

        Session reserved for sponsor, Quadient Australia Pty ltd. 

        Red Cross Australia Increased CSAT Scores to 8.2 through Customer Engagement

        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 

        Belinda Dimovski, Chief Executive Officer, Australian Red Cross



        Privacy in the Contact Center: Are You Doing It Right?

        Benchmarking the activities of leading contact centers in the efforts to differentiate their brands with more proactive measures for privacy protection, this webinar will look at best and most common practices to design successful compliance strategies in the contact center.

        • Understand the regulations that impact daily contact center operations

        • Effectively capture customer interaction content in real time and maintain compliance

        • Easily adapt to unique requirements, and satisfy regulations across industries

        Speaker to be confirmed, reserved for NICE



        Integrating Digital into Your Overall Customer Experience Strategy

        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 


        Gautam Borah, Vice President Customer Service Operations, Vodafone

        Who should attend?

        CX Network events are designed to offer insight and inspiration to
        senior CX decision makers including heads of:

        Customer Success

        Customer Satisfaction

        Customer Strategy

        Voice of the Customer

        Customer Experience

        Call Centre

        Customer Loyalty

        Contact Centre

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        1,100+

        CXN LIVE: FEEDBACK & SATISFACTION 2019
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        1,000+

        CXN LIVE: NORTH AMERICA
        & EMEA 2019 
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        1,200+

        CXN LIVE:  CUSTOMER INSIGHT & DATA ANALYTICS 2019
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        1,300+

        CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2019 
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        Step 1: Register
        Click on any of the register buttons on this page. Enter your information and secure your place

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        Step 3: Schedule time
        Mark some time in your calendar when you can be free of distractions or watch with colleagues

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        Step 2: Confirmation email
        This will be dispatched upon registration and will contain login information

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        Step 4: Watch the event
        Click the link in the confirmation email and prepare questions for our industry-leading speakers

        For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

        Tilak Antony
        Head of Online Sales, CX Network
        tilak.antony@iqpc.com
        Tel : 61 421 506 390