22 - 25 September 2020 | Sands Expo & Convention Centre, Singapore
Post-Conference Workshops | 5 March
9:00 am - 11:30 am
D: Leading Customer-Centric Transformation across the Organisation
Chirag Shah -
Head of Contact Center Technology,
HP
Learning Outcomes:
• Demonstrating the value of customer-centricity
• How to influence customer-centric change across individuals, teams, business units and offices
• Empowering internal stakeholders and nurturing champions for successful transformation
12:30 pm - 3:00 pm
E: Employee Engagement and Empowerment to Drive Business and CX Outcomes
Vaughn van Bosch -
Head of Digital,
Celcom Axiata Berhad
Learning Outcomes:
• Reviewing organisational structure and culture: Does it supports a holistic approach in driving employee engagement and care?
• Demonstrating how strong employee engagement and empowerment can lead to positive customer and business outcomes
• How to effectively engage with multi-generational employees and instill organisational values
• Using empathy mapping to form deeper connections and relationships
• Sharing of best practices for turning employees into brand advocates through employee engagement, experience and empowerment
3:30 pm - 6:00 pm
F: Leveraging Design-Thinking for Service Improvements
Brendan Leece -
Head of Customer Experience,
E.ON
Learning Outcomes:
• Adopting human-centred principles to understand customer painpoints and service gaps
• Identify areas of improvements with newfound insights
• Exploring opportunities to further optimise customer service and interactions
• Using design-thinking to enhance overall customer relationships and nurture loyalty
