It’s important for organizations to be continuously working on improving the customer experience and customer engagement by implementing new technologies like AI, Chatbots, IVR etc. Time and monetary investment is important to build out the right technology ecosystem to strategically focus on the long-term vision of customer service, customer engagement and a multi-channel approach.

Auto & General Insurance have 40% of customer enquiries online with the focus to push 60% of customer enquiries online by EOFY 2023.

With that in mind, this fireside chat will address:

·       What steps have been taken so far to assess, invest in and implement the right tech stack to support self-service?

·       Assessing where human interaction and touch points fit into the contact centre journey

·       What does a multi-channel CX look like at Auto & General Insurance?

·       Collaborating with other departments, such as marketing and product development, to ensure that customer needs and feedback are being considered in the company's overall strategy

Matt Penman

General Manager Customer Service
Auto & General

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The Asia Pacific contact centre market is expected to see strong growth in terms of both revenue and number of employees. The ongoing trend of outsourcing and offshoring contact centre operations is expected to continue, as companies look to take advantage of the lower labour costs and skilled workforce in countries like the Philippines and India. It’s important to have a well-planned strategy to ensure the offshoring process is seamless and the strategy is beneficial.

This session will address:

·       Increasing efficiency to take advantage of the time zone differences in which the contact centre is open and staffed 24/7

·       Accessing a skilled workforce with a diverse set of language and cultural backgrounds, which can be useful in serving a global customer base

·       Creating flexibility of offshoring to easily scale up or down your contact center operations depending on your business needs

According to a Forrester customer study, 92% of customers are more likely to engage and spend money with a brand that provides a good customer experience.

What defines a good customer experience? One that makes customers feel great!  

The best way to deliver a great customer experience in your contact centre is by working in unison with your CRM.

This session will assess:

• How you can quickly transform your contact centre into a centre of your company’s CX efforts
• The importance of focusing on a few key capabilities orchestrated in tandem with your CRM
• Tips to transform contact centre operations to gain CX advantage 

Contact centres in the Asia Pacific region can value customers by providing support through multiple channels, including phone, email, and social media. This allows customers to reach out and get help in the way that is most convenient for them in that specific moment of time. With the increasing importance of customer service and the rise of digital channels, companies in the region will likely invest in technologies such as AI and automation to improve efficiency and enhance the customer experience.

This session will address:

• Ensuring that you are implementing the right blend of channels to support 24/7 service
• Reviewing the integration of a full tech stack to complement a seamless on and offline experience
• Understanding KPIs for multi-channel to identify areas for improvement

Erville Magtubo

Vice President, and Head of Customer Care Group
Mercalo

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