Jonathan HwaRegional Head of Customer Experience
Jonathan is the Regional Head of Customer Experience at ZALORA Group, Asia’s leading group of online fashion destinations, where he strives to create a seamless customer journey for ZALORA’s customers across APAC. His scope includes managing contact centre operations and directing cross functional projects to create “WOW” moments for customers. Prior to heading Customer Experience, Jonathan was part of ZALORA’s Regional Customer Relationship Management team, where he ran targeted campaigns to maximize Customer Lifetime Value. A strong advocate of building strong, sustainable, and scalable operations, Jonathan has worked extensively with businesses to leverage technology to build customer centric organizations.
11:15 AM PANEL: Modern Approaches to Delivering a Seamless Omni-Channel Experience in Contact Centres
- 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