19 November 2024 | Pre-Conference Interactive Knowledge Visits
19 November 2024 | Pre-Conference Interactive Knowledge Visits
20 November 2024 | Main Conference Day 1
21 November 2024 | Main Conference Day 2
22 November 2024 | Post-Conference Focus Day - The Guidebook on Gen AI & The Human Touch
20 November 2024 | Digital Marketing Asia Day 1
21 November 2024 | Digital Marketing Asia Day 2
9:00 am - 9:15 am
Arrival & Registration to Changi Experience Studio
Meeting point for the first Interactive Knowledge Visit will be at Changi Experience Studio:
Level 4, Jewel Changi Airport, 78 Airport Blvd., Singapore 819666
9:30 am - 12:30 pm
Going Beyond Departures to Cater to Every Passenger Need
Esther Wong -
Service Design Lead, Quality Service Management,
Changi Airport Group
Elevate your customer experience (CX) strategy and discover how to cater to every passenger's need. We invite you to an exclusive office immersion visit focused on "Going Beyond Departures." This program offers a unique opportunity to delve into the heart of our operations and explore innovative approaches to passenger care.
Throughout the day, you'll gain valuable insights from industry experts who will share best practices and cutting-edge solutions. Witness firsthand how we design seamless journeys that address passenger needs at every touchpoint, not just during departures. This immersive experience will equip you with the knowledge and strategies to personalise your own CX approach and leave a lasting positive impression on every passenger.
The Interactive Knowledge Visit will include:
- Corporate presentation from Esther Wong, Service Design Lead, Quality Service Management, Changi Airport Group
- Interactive Q&A session
- Guided tour of the site’s operating premises
11:30 am - 12:30 pm
Lunch & Networking Break
2:00 pm - 3:00 pm
Empowered Employees, Empowered Customers: Unleashing the Customer Experience Potential Through EX
Gerard Koh -
VP, Special Projects,
Singtel
This unique program offers a behind-the-scenes look at how cultivating a thriving Employee Experience (EX) that translates to exceptional CX. Witness firsthand how employees are empowered through comprehensive training, cutting-edge tools, and a culture of ownership.
Employees who feel they have opportunities to grow and develop are more likely to be engaged and passionate about their work. This passion can translate into a more positive attitude towards customers. NCS is setting itself up for success in terms of customer experience. When employees are happy and engaged, it is shown in the way they interact with customers – and that’s what you’ll see on this interactive knowledge visit!
The Interactive Knowledge Visit will include:
- Corporate presentation from Gerard Koh, VP, Special Projects, Singtel
- Interactive Q&A session
- Guided tour of the site’s operating premises
