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Enhancing Customer Experience through Omni-Channel Integration, Customer Self Service and Culture Change
In an increasingly digital world, the role of the contact centre continues to shift from managing transactions to being the human face of the digital enterprise, and a key component of overall customer experience.
Key to achieving this goal will be the utilization of new technologies to improve the efficiency and reduce the administrative burden on staff, while simultaneously giving them the tools to effectively resolve complex customer issues.
With that in mind, CCW Asia Online hosted by CX Network will be focused on:
- Integrating interaction channels across the business to ensure a seamless experience
- Leveraging automation and customer self-service to reduce the number of high volume and transactional customer enquiries
- Using Artificial Intelligence, sentiment analysis and knowledge management systems to ensure staff have the right information at their disposal
- Engaging in training and building a culture of service excellence to increase staff effectiveness
5 Reasons to Attend
Hear the best case studies from across the globe
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
Hear the best case studies from across the globe
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
Country Specific Case Studies
Case Study: Driving Brand Loyalty Through Delivering Exceptional Customer Experience
Transform Your CX Operations Today by Harnessing the Power of AI, ML and Intelligent Automation
How a Highly Digitalized Contact Center Can Stay Human and Deeply Engaged with Customers
Day One: Tuesday 8th September 2020
10:00 SGT Transform Your CX Operations Today by Harnessing the Power of AI, ML and Intelligent Automation
Ravi Saraogi, Co-founder and President – Asia Pacific, Uniphore
Jitender Mohan, Head, Customer Interaction Services, WNS
Watch the recording here
Jitender Mohan, Head, Customer Interaction Services, WNS
Watch the recording here
11:00 SGT The Intelligent Contact Centre of the Future
Alaina Franklin, Senior Manager - Customer Success, Zendesk
Watch the recording here12:00 SGT Genesys and Google Cloud: Powering the Future of Customer Experience
Jean-Marc Provost, Director Digital & Conversational AI, Genesys
Matt McPhee, Senior Solution Engineer, GenesysTim Dawson, Cloud Partner Solutions Lead, Google Cloud
Watch the recording here
Watch the recording here
13:00 SGT Case Study: Delivering a World Class Customer Experience
Anila Fredericks, Head of Customer Service Operations, Telstra Global
Watch the recording here
Watch the recording here
Day Two: Wednesday 9th September 2020
9:00 SGT How a Highly Digitalized Contact Center Can Stay Human and Deeply Engaged with Customers
Anna Wang, Head of Customer Service, Greater China & Japan, Bose Corporation
Watch the recording here
Watch the recording here
10:00 SGT BC/AD: Before Covid, After Distancing - How have Communications Changed?
Felix Leong, Director, Sales (SEA & ANZ), Vonage
K V Dipu, President & Operations and CX Head, Bajaj Allianz General Insurance Company, IndiaWatch the recording here
11:00 SGT Enhancing CX Through Omnichannel Integration & Digitization
K V Dipu, President & Operations and CX Head, Bajaj Allianz General Insurance Company, India
Watch the recording here
Watch the recording here
Featured Speakers
Anna Wang
Head of Customer Service, Greater China & Japan,
Bose Corporation
Anila Fredericks
Head of Customer Service Operations
Telstra International Service Centers
Ravi Saraogi
Co-founder and President – Asia Pacific
Uniphore
KV Dipu
President - Head of Operations, Communities & Customer Service
Bajaj Allianz
Felix Leong
Director, Sales (SEA & ANZ)
Vonage
Jitender Mohan
Head, Customer Interaction Services
WNS
Jean-Marc Provost
Director Digital & Conversational AI
Genesys
Tim Dawson
Cloud Partner Solutions Lead
Google Cloud
Alaina Franklin
Senior Manager - Customer Success
Zendesk
Matt McPhee
Senior Solution Engineer
Genesys
Who should attend?
CCW & CX Network Live online events are designed to offer insight and inspiration to senior CX decision makers including heads of
Customer Engagement
Customer Operations
Contact Centre
Customer Service
Customer Care
Contact Centre Sales
Customer Experience
Service Delivery
CCW & CX Network Online Events | Who attends our events
CCW & CX Network Online Events | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2: Confirmation email
This will be dispatched upon registration and will contain
login information
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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
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Get Involved with CCW & CX Network
For more information on how CCW Asia Online is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!
Tilak Antony
CX Network
tilak.antony@iqpc.com
tilak.antony@iqpc.com
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