14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines

Ben Fairbank


Head of Customer Experience
GRAB Philippines


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

  • 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

11:15 AM PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution

  • 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?


Check out the incredible speaker line-up to see who will be joining Ben.

Download The Latest Agenda