Sofitel Singapore City Centre
Sofitel Singapore City Centre, 9 Wallich Street, Singapore 078885, Singapore

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Event Date Mon Mar 18 HKT - Thu Mar 21 HKT (over 2 years ago)
In your timezone (EST): Mon Mar 18 12:00am - Thu Mar 21 12:00am
Location Sofitel Singapore City Centre
9 Wallich Street, Singapore 078885, Singapore
Region APAC

Digitisation is at the centre of every business transformation, and contact centre is no exception. We are now in the age of the customer and the pressure is on for contact centre leaders to deliver outstanding customer experience while driving optimal productivity and efficiency.

• How can contact centres build digital capabilities to serve next generation customers?
• What are the keys to a successful omni-channel operation?
• What strategies can contact centre leaders adopt to improve first-call resolution while optimising customer engagement?
• How can contact centres leverage innovative technologies such as chatbots, analytics, robotic process automation to further advance contact centre performance?

Featuring strategic case studies and best practices, the 2018 Contact Centres Asia Summit is your one-stop platform on digitisation, channel management, operational excellence, customer engagement and workforce management in contact centres.


2019 Speakers

Raynu Niyomdechar
Group Vice President of Customer Experience, FWD Group

Bart Taylor
Chief Operations Officer, Malaysia, Singapore & Indonesia, Allianz Worldwide Partners

Jit Seng Ng
Chief Customer Experience Officer, AIA Berhad

Sandra de Zoysa
Group Chief Customer Officer, Dialog Axiata

Prasanth Thomas
Vice President, Innovation Platforms, Digital and Technology, Sembcorp Industries

Anila Fredericks
Head of Customer Service Operations, Telstra

Rudy Dalimunthe
Vice President, Operations, Tokopedia

Glenn Birkelev
Regional Director & Head of Customer Support – Asia Pacific, Travelport

Sudesh Thevasenabathy
Head of Customer Experience, AXA Hong Kong

Kavan Sito
Regional Head of Customer Operations, Shopee

Clement Teo
Regional Head of Service Delivery, Aspire Lifestyles

Philip Joseph
Chief Officer Customer Experience & Service Operations, Ooredoo Myanmar

Kailash Ramalingam
Regional Head, DBS Customer Centre & Service Platforms, DBS Bank

Anjali Kalia
Head of Consumer Connections, APAC, Reckitt Benckiser Health

Anuchit Khamnoi
Head of Customer Service & Community, LINE Mobile

Abhishek Arora
Executive Director, Digital Commerce Automation, Standard Chartered Bank

Harpreet Ghai
Consumer Relations Director – Asia, Middle East & Africa, GlaxoSmithKline (GSK)

Ricky Hi
Director, Operations, National Dental Centre Singapore

Olga Quiros
Director, Customer Operations – Asia Pacific, Expedia Group

Raj Chaudhuri
Director, Customer Fulfillment Network, American Express

Andrew Lim
Head, Regional Contact Centre, OCBC Bank

Michelle Liew
Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking, RHB

Diane Magers
CEO, Customer Experience Professional Association

Martin Taylor
Global Chief Marketing Officer, Content Guru

Vinod Chandramouli
Global Head, Pre-Sales & Marketplace, Freshworks

Brent Holland
Executive Vice President, Customer Solutions, FurstPerson Inc.

Peiru Teo
Chief Executive Officer, KeyReply

Lindsay Brown
Vice President – Asia Pacific & Japan, LogMeIn

Brandon Penn
Head of Market Strategy, Twilio

Sudarshan Dharmapuri
Senior Vice President, Product Management, IMImobile

Matan Trogan
Director of Sales – Asia Pacific, Kryon Systems

Selvaraj Willing
Managing Director, Asia Pacific Operations, IWG

Patrick Ong
Manager, Solutions Consulting – Southeast Asia, Genesys

Babul Balakrishnan
Head of Customer Experience – Asia Pacific, DHL eCommerce

Mao Gen Foo
Head of Southeast Asia, Qualtrics

Sponsors & Partners

2019 Sponsors and Partners

• Aspect
• Bold360
• CallVU
• Content Guru
• Freshworks
• FurstPerson
• Genesys
• IMImobile
• Inspiro
• KeyReply
• Kryon
• Plantronics
• Qualtrics
• Zoho Desk

• APAC CIOoutlook
• AsianNGO
• Asia Today
• CCW Digital
• CRMXchange
• Customer Experience Professionals Association (CXPA)
• CX Network
• Developing Telecoms
• Telecompaper