Customer Contact Week Asia 2021 | Events 4 Sure | 21 March 2021 | Online Event

2020 was a year for the unexpected. The global pandemic resulted in many operational issues for businesses across the world and customer engagement hubs were put to the test. Many struggled with increasing customer demand and the need to keep up with customer service – all while contact centres were forced to adopt remote working arrangements, inevitably affecting their operations.

This pandemic highlighted the need for customer engagement hubs to not only be resilient, but to be able to withstand the stress of global crisis. Driven by a need for business continuity, investments in digital tools, process optimisation and transformation strategies became top priority for customer engagement hubs across Asia.

CCW Asia Virtual will bring together customer contact and CX professionals to share best practices in future-proofing next generation customer engagement hubs with new technologies, building resilience and scalable operations.

Who should attend?

CCW & CX Network Live online events are designed to offer insight and inspiration to senior CX decision makers including heads of:
• Customer Engagement
• Customer Operations
• Contact Centre
• Customer Service
• Customer Care
• Contact Centre Sales
• Customer Experience
• Service Delivery

2021 Speakers

Sandra de Zoysa
Group Chief Customer Officer, Dialog Axiata

Neil Gardner
Chief Customer Officer, Generali Asia

Alvin Nand
Chief Operating Officer, QBE Asia

Madhu Nutakki
Chief Customer Experience Officer & Global Business Head of Connected Cars, Nissan Motor Corporation

Sumit Mitra
Chief Executive Officer, TESCO Global Business Services

Neeti Mahajan
Managing Director/Operations Head GSC Malaysia and Global Head, Workforce Management, HSBC

Kavan Sito
Regional Head of Customer Operations, Shopee

Anila Fredericks
Head of Customer Service Operations

Roel Van Criekinge
Head of Customer Experience & Business Performance, IKEA Southeast Asia & Mexico

Raj Chaduri
Vice President – Global Services Group, American Express (M) Sdn Bhd

Vaughn van Bosch
Head of Digital, Celcom Axiata Berhad

Martin Head
General Manager, Customer Support Innovation, APAC Operations, Fuji Xerox Asia Pacific Pte Ltd

Zach Taub
Regional Head of Customer Experience, AIG Japan Holdings

Darren How
Head of Customer Communications and Experience, Singapore Pools

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

Geeta Sreeraman
Head of Customer Centre Singapore, DBS Bank

Prasanth Thomas
SVP, Digital Platforms and Applications, Sembcorp Industries

Patrick Ong
Head of Solutions Consulting, ASEAN, Genesys

Satish Annamalai
Digital CX Consultant, Asia, Genesys

Ranjeet Mani
Solutions Consultant, LogMeIn

Malcolm Koh
Customer Experience Strategist, APAC, Zendesk

Chia Ching Khoo
Marketing Manager, Zoho Corporation

2021 Sponsors

• LocoBuzz
• Enterprise Bot
• Genesys
• Knosys
• Rescue
• Wolken
• Twilio
• Zendesk
• Zoho Desk