Customer Contact Week Asia 2024 | IQPC | 15 July 2024 | One Farrer Hotel, 1 Farrer Park Station Rd, Singapore 217562

Delivering Value Above and Beyond through Proactive Service in Customer Contact Functions

Against a backdrop of global economic uncertainties, dealing with dynamic customer demand and rapid change in the marketplace pose significant challenges for Customer Contact Functions and Engagement Hubs. The region’s Customer Service, Operations and Contact Centre leaders also deal with the added nuance of cultural differences in a centralised hub, making the delivery of seamless service difficult.

The need to deliver added value through this customer engagement hubs has never been greater, as leaders manage a balancing act of investing in growth while dealing with evolving customer demands; and the customer operations team must have sufficient flexibility to scale according to demand and deliver proactive service.

Join us, where we bring together leading contact centre, customer support, customer service, customer operations, and customer care professionals to deliver value above and beyond through proactive service.

Hear From Industry Experts On These Key Themes:
• Leading the Charge for Excellence in Customer Contact Functions
• Enhancing Digital Capabilities in Customer Contact Functions
• Agent Experience in Digital Operations
• Shifting from Reactive to Proactive Customer Service
• Managing Dynamic Customer Demand with Flexible Operations
• Improving Customer Engagement & Satisfaction

2024 Speakers

CHAIRPERSON:

Anila Fredericks
Head of Customer Service Operations, Telstra

ADVISORY BOARD MEMBERS:

Darko Popovic
Chief Operations Officer, Multitude Bank

Maple Chang
Director of Customer Contact Centre, CPF Board

Jacque Lim
First Vice President, Group Head of Operational Excellence, Group Retail & Channels Tech&Ops, UOB

Rajendran Gunaratnam
Head of Contact Centre Operations, U Mobile

Martin Head
General Manager, Customer Support Innovation, FUJIFILM Business Innovation

Philip Joseph
Senior Vice President Customer Experience & Service Operation, PT. Indosat Tbk

Anila Fredericks
Head of Customer Service Operations, Telstra

Felicia Cao
Head of APAC Contact Centre Operations Business Operations, Singapore, The Lego Group

Bharath Chandrashekar
Head of Customer Operations, AirAsia

Bhavani Mishra
Senior Director, Operations, foodpanda

Chin Kiat Teo
Senior Vice President, Regional Channel Experience, Lazada

Amelia Bones
Regional Customer Support Lead, APAC, Wise

Sundar Arumugham
Director - Customer Care Strategy & Innovation, HP

Bayu Febriajie
Chief Product Owner, Digital Servicing, CCIB, Standard Chartered Bank

Rex Chua
Director, Service Experience Centre, Inland Revenue Authority Singapore (IRAS)

Syarif Lee
Regional Head, Live Channel Experience, Lazada Group

Jackson Tan
Associate Director, Strategy & Transformation, Customer and Marketing, FairPrice Group

Ricky Chau
Chief Strategy & Customer Officer, CBC Tech

Helen Ng
Chief Executive Officer, General Storage Company (Lock+Store)

Andrea Linander
Group Customer Experience Lead, bolttech

Babul Balakrishnan
Head of Customer Care, Thunes

Bharati Amarnani
Global Customer Support Director, Coda Payments

Jiahao Yee
SEA Customer Journey Partner, Maersk

Dominique Rose Van-Winther
Chief Executive Officer, Final Upgrade AI

Eduardo Imperial
Head of Service Management Asia, Vodafone

Louis Teoh
Regional Director, Commercial Operations, Genesys APAC

Martin Taylor
Deputy CEO, Content Guru

Jessie Hoong
Managing Director, novomind APAC

Senior Representative, NICE

Saurabh Chandre
Associate Vice President, CCS-Customer Interaction Suite, Tata Communications

2024 Sponsors

• Content Guru
• Genesys
• GigaAI
• IGT Solutions
• Inspiro
• Meeami Technologies
• NICE
• Novomind
• Talkdesk
• Tata Communications