CONFERENCE DAY TWO

8:00 AM - 9:00 AM Registration & Coffee & Tea

9:00 AM - 9:15 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

DIGITALISATION & DATA ANALYTICS

  • The potential of incorporating digital technology for enhanced customer engagement
  • Gauging and understanding the entire customer journey with digital services
  • Delivering personalised customer experience which ensuring operational efficiency

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Mia Bulatao

Chief Operating Officer
LBC X
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Arifin Tellegen

Director of Customer Care
Foodora Australia
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Katherine Almendras

Head of Customer Experience
PawnHero Philippines

10:00 AM - 10:30 AM Developing a Data Driven Strategy to Elevate Your Contact Center Operations

· Capturing insights from big data and analytics in driving operational excellence and customer experience
· Going beyond data analysis and obtaining actionable insights to improve operations
· How can we further harness analytics to value-create?

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

FIRST CALL RESOLUTION & SERVICE RECOVERY

  • Guidelines but not scripts: Innovating and personalising agents’ responses to customers
  • Establishing a line of escalation and orderly communication plan to drive faster first call resolution
  • Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
  • Establishing reliable metrics of first call resolution: What should be measured?

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Ben Fairbank

Head of Customer Experience
GRAB Philippines
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Arvie Mercado

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

Director, Customer Service
Manulife Philippines

Maria Meñez

Vice President - Service Quality Division
Philippine National Bank

12:00 PM - 12:30 PM CASE STUDY: Devising a Succesful Customer Resolution Strategy to Scale Up Operational & Service Excellence

Daniel Edwards, General Manager, Channel Operations – Global Contact Centres, Telstra
  • Application of Telstra’s ‘zero based thinking’ in customer resolution as a game changer for contact center operations
  • Reviewing key challenges and milestones to date
  • The surprising results: Driving the digital agenda, achieving significant efficiency and reduction in agent variation

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Daniel Edwards

General Manager, Channel Operations – Global Contact Centres
Telstra

12:30 PM - 1:30 PM Networking Lunch

INTERACTIVE DISCUSSION GROUPS: OPERATIONAL EXCELLENCE & TECHNOLOGY INTEGRATION

Roundtable B

1:30 PM - 2:30 PM Roundtable B: Deploying Mobile Contact Center 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

1:30 PM - 2:30 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

1:30 PM - 2:30 PM Roundtable D: Streamlining and Improving Internal Call Escalation and Routing Processes

Melody Tolisora, Director, Service Delivery, TransUnion Credit Bureau

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Melody Tolisora

Director, Service Delivery
TransUnion Credit Bureau

DIGITISATION & EMERGING CHANNELS

2:30 PM - 3:00 PM Afternoon Refreshment Break

  • What are the benefits and challenges towards increasing digital and self-service uptake?
  • Formulating the right strategy to influence customers for faster transition and adoption
  • Enhancing digital and self-service platforms to meet changing customer needs?

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Chris Walls

Head of CRM
Sephora Digital
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Jay Cabaña

Head of Technology and Operations
Ayala Rewards Circle
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Daniel Edwards

General Manager, Channel Operations – Global Contact Centres
Telstra

3:45 PM - 4:15 PM Integrating Social Media in Your Customer Relationship Management (CRM) Strategy to Improve Customer Care

Jonas de los Reyes, Head of Digital, Bank of the Philippine Islands (BPI)
  • Why is social media a critical strategy for customer service?
  • Integrating social media into traditional call centre operations – When and how?
  • Transforming call centre sales and marketing with social media monitoring and engagement

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Jonas de los Reyes

Head of Digital
Bank of the Philippine Islands (BPI)