Powering CX through Hyperautomation
Transformation and integration done right with CX Hyperautomation for the best customer service
This webinar will discuss how to automate and streamline work across the front, middle, and back office for happier customers, more productive employees, and an improved bottom line.
These past couple of years have seen massive digital acceleration and has pushed automation on hyperdrive. Customers are no longer satisfied or patient with wait times, delays in enquiries, or the need to repeat grievances or issues.
This webinar will address why hyperautomation is so important, especially in this post-pandemic era, and ways to optimise digital operations within an organization for the best customer experience.
Learn how to streamline, integrate, reduce response times and lower operational costs through hyperautomation technologies with focus on:
- Hyperautomation: process automation across the organisation; going beyond customer engagement
- Robotic Process Automation: leveraging RPA to handle low value, high volume tasks within service teams and contact centres
- Chatbots: integrating chatbots into your contact channels to reduce wait times and handle common customer queries and requests
- Channel integration: ensuring interoperability between systems and channels to offer a seamless experience and visibility at every touchpoint
- Proactive customer care: deploying the likes of machine learning to pre-empt customer needs at scale by actioning customer feedback and signals with speed and agility.
Speakers
Paul Baptist
Senior Director, Solution Consulting APJ
ServiceNow
With over 20 years’ experience in IT industry, the majority of those focused on customer experience technologies, Paul Baptist as been working with companies, large and small, across the globe to put their customers at the centre of their businesses. As a leader in solution consulting team, Paul in the rare position of being both tech- and business-savvy. Paul has learnt to be multi-lingual, proficient in sales methodologies, marketing strategies, service best practices, and, most importantly, “plain and simple”. Paul has had the opportunity to present his thoughts on how customer experience has evolved at events across the Asia Pacific region. In his current role at ServiceNow, Paul leads a team of solution consultants specialising in customer workflow tools across the Asia Pacific region. His teams’ objectives are to help businesses transform, meeting their business challenges with innovative solutions.
Rekha Weerasooriya
Senior General Manager, Customer Experience & People Development
Dialog Axiata PLC
Ms. Rekha Weerasooriya is the Senior General Manager, Customer Experience & People Development at Dialog Axiata PLC, the Premier Connectivity Provider in Sri Lanka. She has over 20+ years’ experience in Customer Experience and Human Resources. She is responsible for Customer Experience & Service Culture Transformation to deliver best in class service experience for the Dialog Enterprise customers, by developing people capability and driving customer advocacy. Rekha has handled multiple roles across the organization including Enterprise Business, Retail, Contact Center & HR. She is a Service, Culture & Digital Transformation Specialist. She was selected as an Axiata Champion which is the top 0.5% elite performers amongst the Axiata Group. World HRD Congress 2018 awarded her “100 Most Influential Global HR Leaders Award” and “100 Top Global Training & Development Minds, Award”.
Rekha is a Certified Happiness Coach from the Berkeley Institute of Well-Being, California. She has been training young professionals for over 17 years; is a Certified trainer from the City & Guilds UK and holds a Diploma in Human Resource Management from Wigan and Leigh UK. She is a Certified “Customer Service Manager” by Asia Pacific Customer Service Consortium Hong Kong, is a certified Lean Six Sigma Black Belt professional, and holds an MBA from Buckinghamshire New University, UK. Rekha successfully completed a resident General Management Development Programme “Leadership in the Digital Age”, at INSEAD Business School, Singapore. Rekha also represents as a Lecturer, Speaker, Panelist, and a Jury member.
At the Sri Lanka Leadership Awards 2020, CMO Asia & World Women Leadership Congress awarded Rekha “Sri Lanka’s Women Leaders” award, and the “Most Influential HR Leaders in Sri Lanka” award endorsed by the CHRO Asia and presented by The World Federation of HR Professionals, held in Nov 2020 & “Asia’s Women Leaders” Award by World Women Leadership Congress in Oct 2021.
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