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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

THE FUTURE OF CONTACT CENTRES IN THE AGE OF CUSTOMER


9:00 AM - 9:30 AM CASE STUDY: 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 From Product Value Proposition to Service Excellence: Transforming Customer Service to Build Brand Loyalty and Deepen Customer Relationships

Rahul Singh, General Manager & Vice President, American Express Philippines
  • Highlighting the transformation journey of how American Express (AMEX) moves from product value proposition to service excellence
  • The domino effect of customer service: Why does it make more business sense for American Express?
  • Achieving increased spendings from AMEX card members of 3 to 4 times the industry average and higher customer retention rate

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Rahul Singh

General Manager & Vice President
American Express Philippines

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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Benjamin Coughlin

Senior Director, Global Customer Operations – Asia Pacific
Expedia

12:00 PM - 12:30 PM Driving Omni-Channel Success in Customer Engagement and Journey Management (Reserved for Genesys)

  • Best practices in enabling and making the shift to omni-channel journey orchestration
  • Delivering consistent and effective customer engagement with increased operational efficiency
  • Revolutionising self-service with multimodal engagement and contextual personalisation

12:30 PM - 2:00 PM Networking Lunch

INTERACTIVE DISCUSSION GROUPS: OPERATIONAL EXCELLENCE & TECHNOLOGY INTEGRATION

Roundtable A

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

Melody Tolisora, Director, Service Delivery, TransUnion Credit Bureau

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Melody Tolisora

Director, Service Delivery
TransUnion Credit Bureau

Roundtable C

2:00 PM - 3:00 PM Embracing Speech Analytics for Agent Coaching and Boosting Customer Satisfaction

Roundtable D

2:00 PM - 3:00 PM 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 - 3:15 PM TECH TALK: The True Cost of Non-Compliance: Avoiding regulatory pitfalls and financial fraud using automated compliance audits

Srinivasan Narayanan, Founder & Chief Executive Officer, SmarterHi Communications


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Srinivasan Narayanan

Founder & Chief Executive Officer
SmarterHi Communications

3:15 PM - 3:45 PM Afternoon Refreshment Break

BUILDING A FUTURE READY WORKFORCE

4:00 PM - 4:30 PM Implementing an Effective Training Programme for Tomorrow’s Agents (Reserved)

  • Identifying the necessary skill sets for a contact center agent in the digital age
  • Rolling out effective training programmes to train and retrain agents in serving the new generation of customers
  • Mapping out learning and advancement opportunities to engage and prevent attrition

4:15 PM - 5:00 PM PANEL: Strategic Workforce Planning and Optimisation to Drive Operational Excellence in Contact Centers

Manish Khanna, Country Head, Philippines, Ezeego One Melissa David, Director, Workforce Management, UnitedHealth Group
  • 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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Manish Khanna

Country Head, Philippines
Ezeego One
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Melissa David

Director, Workforce Management
UnitedHealth Group