SUMMIT PROGRAM

8.00am

8.30am

Welcome Remarks & Overview by Frost & Sullivan

Nitin Bhat, Senior Vice President, ICT Practice, Asia Pacific, Frost & Sullivan

8.45am

Keynote 1 – Transforming Customer Experience

In the new world of doing business, companies no longer compete with one another to make sales – today, companies compete just for the opportunity. Millennial consumers – the incredible internet possibilities and new customer contact technologies - demand attention from CEOs committed to building their business. With boards and senior management distracted by the Global Economic Crisis, customer experience can shift out of focus. Only those companies that recognize the immediate need to transform customer experience will bank future shareholder returns and market share growth. In this presentation, Kevin will explain the opportunities & strategies that will link customer contact technology, employee engagement and high performance workplace outcomes to customer engagement and loyalty.

Kevin Panozza, CEO, Engagement Matters

9.45am

Keynote 2 – The Next Generation Virtual Contact Centers: Break the boundaries by integrating communications into Business Processes.

This presentation will look at the future of contact centers and how the enablement of all business processes will have an impact on efficiency & quality of customer service operations and the overall communication structure of the company.

Rob Delnoij, Regional CRM Solution Principal, Asia Pacific & Japan, SAP

10.30am

Morning Refreshments

11.00am

Dynamic Customer Engagement

A customer interaction is not just between when the call, email or webchat is received and completed. Great customer experience only arises after a series of positive moments of truth. The lifecycle of an interaction stretches from the front offices to the back offices. To transform customer experience and to benefit from the transformation, we need to examine the new reality of how consumers shop and buy today and align customer engagement strategies across the enterprise with this new dynamics

K C Hong, Managing Director, ASEAN, Genesyslabs

11.30am

12.00pm

Networking Lunch

1.30pm

Strategic Contact Center Outsourcing & Partnerships

Managing your own or outsourcing your operations requires a lot of planning to determine what is right for your employees, your shareholders and most importantly your customers. The decision has to be strategic and should be driving not only cost reduction & optimization but also increase customer satisfaction and the growth of your business.  The outsourcing model, solution and vendor you choose is critical to the success of the organization from the start.  The ensuing partnership also has to be strong and flexible to allow you to deliver on the success factors required. Find out how to balance the need for outsourcing whilst managing your operations, how to choose the right outsourcing vendor for your business and what is required to sustain a great partnership and deliver success to your business.

William Rikh, Operations Director, APAC Customer Service & Technical Support, Asia Regional Operations Centre, Western Union Financial Services

2.15pm

Building high-performance collaborative teams

In this metric-driven industry, it is important to develop high-performance teams that collaborate with each other. The presentation is going to give some key basic principles that would help in developing and sustaining a culture of collaborative performance and build leaders across different levels of the organization. The first part will talk about the need to bring site-wide performance to best-of-breed level and the benefits of going through that journey. Next, would be to explain the concept of collaboration and finally, some common themes around process, quality control and breakthrough performance.

Rene Morta, Senior Vice President & Global Head of Customer Services - Technical Support, Thomson Reuters

3.30pm

3.30pm

Social Customer Engagement Strategy

This presentation covers the emerging trends in social media and how social networks such as Facebook, Twitter & others can be used to engage customers AND drive customer experience. It will discuss the ways in which social media can be used by enterprises, the process & people changes that would be required for a social customer engagement strategy and the potential challenges ahead.

Shivanu Shukla, Industry Manager, ICT Practice, Asia Pacific, Frost & Sullivan

4.00pm

“Ask-the-Experts” Panel Discussion 1 - Agent Skills & Technology necessary for achieving Customer Service Excellence

Can Technology help sharpen the skills required of Agents to deliver complete customer service? Do systems help or hinder the performance of your agents? How do you select, hire & train new agents and update existing ones? How do you educate them on critical customer issues? How do you set goals for optimal agent performance? Find out the answers to these questions & more.

Moderator:
Shivanu Shukla, Industry Manager, ICT Practice, Asia Pacific, Frost & Sullivan

Panelists:

• K C Hong, Managing Director, ASEAN, Genesyslabs
• Chris Knop, Executive Committee Member, Marketing & CSR, HKCCA
• Rob Delnoij, Regional CRM Solution Principal, Asia Pacific & Japan, SAP
• William Rikh, Operations Director, APAC Customer Service & Technical Support, Asia Regional Operations Centre, Western Union Financial Services

4.45pm

5.00pm

Speed Networking followed by Cocktail Reception

Participate in the Speed Networking Wheel to meet key players in the Industry in a relaxed & fun environment. This is an exciting way to meet service providers, enterprises, research analysts, technology network providers & other stakeholders and engage in valuable one-to-one meetings. Based on a rotating table format, you can establish contact with key decision makers who may be your prospective clients & partners. Bring along of plenty of Namecards for a fast & furious interactive session! The networking session will conclude with a cocktail reception.

6.30 pm

End of Conference Day One

*Disclaimer:
Frost & Sullivan reserves the right to amend the conference program as deemed necessary, without prior notice.