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CONFERENCE DAY ONE

8:00 AM - 8:45 AM Registration & Coffee & Tea

8:45 AM - 9:00 AM Chairman’s Welcome Remarks

Ben Fairbank, Head of Customer Experience, GRAB Philippines

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Ben Fairbank

Head of Customer Experience
GRAB Philippines

THE FUTURE OF CONTACT CENTRES IN THE AGE OF CUSTOMER


9:00 AM - 9:30 AM Aligning People, Process and Technology to Drive Customer Centricity and Employee Engagement in Your Contact Center

Suet Yu, Regional Head of Customer Experience, AXA Asia
  • Insights into AXA’s contact centre transformation journey in Philippines and across Asia
  • How AXA utilises feedback loops and root cause analysis to improve customer experience
  • The early results of improvements in first call resolution, customer satisfaction and employee engagement

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Suet Yu

Regional Head of Customer Experience
AXA Asia

9:30 AM - 10:00 AM Building an Agile End-To-End Customer Journey Roadmap with Agents and Partners in Contact Centres

Ben Fairbank, Head of Customer Experience, GRAB Philippines
  • Using agile methodology to deliver an excellent and uniform customer experience across all touchpoints
  • How can the customer journey roadmap serve as a central focus for agents to deliver great service performance?
  • Overcoming the challenges of building an international standardised model in journey mapping

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Ben Fairbank

Head of Customer Experience
GRAB Philippines

10:00 AM - 10:30 AM Contact Center Management for Driving Customer Experience and Effective Change Across the Organisation

Damien Roy, Director, KPMG Australia Nadya Bondareva, Associate Director , KPMG Australia
  • Performance monitoring and well being in contact centers
  • Quality variation management strategies and the impact on operations
  • The use of call analytics in predicting and improving customer effort

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Damien Roy

Director
KPMG Australia
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Nadya Bondareva

Associate Director
KPMG Australia

10:30 AM - 11:15 AM Morning Refreshment Break

OMNI-CHANNEL USER EXPERIENCES

  • Best practices in building, delivering and measuring an omni-channel experience
  • Leveraging technology to integrate voice and non-voice channels and develop a ‘single, consolidated view’ of customers
  • Addressing the challenges of ensuring service consistency across channels

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Jonathan Hwa

Regional Head of Customer Experience
ZALORA Group
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Ray Rivadelo

Vice President & Head of Customer Care
SMART Communications
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Aaron Jake Dela Paz

Head, Operations & Contact Center – Loyalty Division
Cebu Pacific

12:00 PM - 12:30 PM The Scalability and Economics of Cloud Contact Centers in Delivering Exceptional Customer Experience

Simon Lee , Regional General Manager, Asia, Genesys
  • Benefits of cloud contact centers: How architecture can affect customer service agility and agent performance
  • Insights to evaluating cloud risks and managing deployment models
  • Enhancing omni-channel customer engagement with successful cloud transition

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Simon Lee

Regional General Manager, Asia
Genesys

12:30 PM - 2:00 PM Networking Lunch

INTERACTIVE DISCUSSION GROUPS: OPERATIONAL EXCELLENCE & TECHNOLOGY INTEGRATION

Roundtable A

2:00 PM - 3:00 PM ROUNDTABLE A: Leveraging Outbound Sales and Marketing to Diversify Revenue Streams

Tom Bilbao, Head of Telesales, Metrobank Card Corporation

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Tom Bilbao

Head of Telesales
Metrobank Card Corporation

Roundtable B

2:00 PM - 3:00 PM ROUNDTABLE B: Deploying Mobile Contact Centre Applications for Greater Customer Experience

Arvie Mercado, Sr. Director IT Global Service Desk, Carlson Wagonlit Travel Inc.

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Arvie Mercado

Sr. Director IT Global Service Desk
Carlson Wagonlit Travel Inc.

Roundtable C

2:00 PM - 3:00 PM ROUNDTABLE C: VOC Programme: Capturing and Translating Customer Feedback Across All Channels

Allan Flora, Director - Operations, American Express International

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Allan Flora

Director - Operations
American Express International

Roundtable D

2:00 PM - 3:00 PM ROUNDTABLE D: Streamlining Internal Call Escalation & Routing Processes

Melody Tolisora, Director, Service Delivery, TransUnion Credit Bureau

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Melody Tolisora

Director, Service Delivery
TransUnion Credit Bureau

3:00 PM - 3:45 PM Afternoon Refreshment Break

BUILDING A FUTURE READY WORKFORCE

  • Impact of technology and digital on workforce planning and recruitment strategy
  • Mapping your workforce capacity and allocation in consideration of the overall business strategy
  • Measuring the effectiveness of your workforce planning and optimisation strategy

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Melissa David

Director, Workforce Management
UnitedHealth Group
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Melody Tolisora

Director, Service Delivery
TransUnion Credit Bureau
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Ronald Chan

Head of GSC Solution Management Asia Pacific
DHL GLOBAL FORWARDING