Asia's #1 Customer Experience
Leaders Platform

19 - 22 November, 2024 | Suntec Singapore Convention and Exhibition Centre, Singapore
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Vivian Miao

Organizational Development Director - Global Customer Support Center Trip.com

Vivian Miao has been with Trip.com for 20 years, bringing extensive experience in organizational development and employee experience. She has played a crucial role in designing and optimizing the organizational structure to enhance overall effectiveness, ensuring efficient operations and the achievement of strategic objectives for Trip.com's Global Customer Support Center. Vivian focuses on enhancing talent reserves and empowering employees with insights and tools to deliver a convenient and seamless customer experience, thereby supporting the organization's operations at various stages of strategic development.

21 November 2024 | Main Conference Day 2

9:00 AM Panel Discussion: Omnichannel Orchestration: Seamless Journeys Across Every Touchpoint

This discussion explores strategies for breaking down data silos, personalising interactions across channels, and ensuring a smooth and delightful customer journey at every touchpoint. 

  • Machine Learning Magic: Discover how AI algorithms can analyse vast amounts of data to uncover hidden patterns and personalise experiences beyond human capabilities 
  • Ethical Considerations: Navigate the ethical landscape of data gathering and personalisation – ensure transparency, respect privacy, and build trust with your customers 
  • The Human in the Loop: Don't let AI rule the roost – empower human agents with insights and tools to deliver the ultimate personalised touch when needed 

Check out the incredible speaker line-up to see who will be joining Vivian.

Download The Latest Agenda