Test-Bedding the Metaverse as a Major Touchpoint in the Customer Journey

The Metaverse is rapidly evolving from a trend to a necessity for businesses to stay competitive, especially when it comes to attracting the next generation of consumers who are accustomed to immersive digital experiences.

The CX Metaverse focuses on how companies can define their role in the Metaverse and explore various applications to test the potential of this new touchpoint in the customer journey. It covers key themes like designing engaging Metaverse experiences, leveraging it for successful consumerism, and using it for marketing and brand building.

Download the Agenda for a comprehensive look at the program schedule.

Enabling Hyper-Personalised Interaction at Scale for the Diverse and Growing Consumer Base

20 March 2025 | Singapore

Due to the recent advancement of AI in conversation simulation, businesses are rapidly adopting conversational AI tools to deliver exceptional customer service through personalised interactions at scale.

The Conversational AI will address challenges like customer trust and business readiness while focusing on how to leverage conversational AI for its full potential.

Download the Agenda for a comprehensive look at the program schedule.

Transforming Customer Service Operations to be Agile and Adaptive in the Age of Technological Disruption

19 March 2025 | Singapore

In today’s tech-driven world, customer expectations are high. Customers demand fast, personalised service and are more informed about their rights. Businesses need to adapt their customer service strategies to provide efficient, tailored solutions and prioritise quick issue resolution.

The Customer Service Excellence will address how to leverage technology, create seamless omnichannel experiences, and build a winning customer service strategy for better retention and profitability.

Download the Agenda for a comprehensive look at the program schedule.

Elevating EX to Achieve CX Excellence

20 March 2025 | Singapore

Recognising the strong connection between employee experience (EX) and customer experience (CX), businesses are prioritising EX initiatives.

The Employee Experience will explore best practices for designing engaging employee experiences, leveraging technology for success, and using EX to attract, retain top talent, and drive continuous improvement.

Download the Agenda for a comprehensive look at the program schedule.