22 - 25 September 2020 | Sands Expo & Convention Centre, Singapore
Pre-Conference Workshops | 2 March
9:00 am - 11:30 am
A: Enhancing Omni-Channel Customer Interactions
Michelle Huenink -
Director, Customer Service & Analytics, Customer Services & Support (CSS),,
Microsoft
Learning Outcomes:
• Measuring the impact of an effective omnichannel strategy on customer experience
• The opportunities and challenges of enabling end-to-end customer engagement across all channels
• Omni-channel integration to deliver unified and consistent experiences across all touchpoints
• Managing your customer’s journey with a single customer view powered with actionable insights
Michelle Huenink
Director, Customer Service & Analytics, Customer Services & Support (CSS),Microsoft
12:30 pm - 3:00 pm
B: Improving Self-Service with the Integration of Instant Messaging Applications
Learning Outcomes:
• Exploring use cases and the benefit of implementing instant message applications in self-service
• How to implement: From selecting the right vendor, defining rules to piloting
• How can contact centre and customer experience professionals work cross-functionally to maximise the benefits of instant message applications for customer care and engagement?
• How can organisations leverage instant message applications in self-service to further value-add?
3:30 pm - 6:00 pm
C: The Future of CX is Social: How to Elevate Your Social Channel
Rudy Dalimunthe -
Vice President, Customer Excellence,
Tokopedia
Learning Outcomes:
• Detailing your social channel management strategy and evaluating their effectiveness
• Building an effective social media monitoring platform to react and interact in real-time
• Integrating your social engagement program as part of overall omni-channel strategy to scale results
• Leveraging social to improve customer resolution, engagement and experience
