CXN Live: CX APAC Online 2021 | IQPC | 15 March 2021 | Online Event

APAC’s online CX conference, bringing you global customer experts direct to your desk

The pandemic has dramatically shifted the Customer Experience landscape.
The nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service. On top of this, CX leaders are having to navigate this changing landscape while the pressure to control costs has increased, and a significant proportion of staff are working remotely.

With this in mind, CX Live: CX APAC Online 2021, now in its 3rd year, will be focused helping CX professionals navigate these significant changes with a focus on:

• Self Service – leveraging digital channels to ensure customers have access to information 24 / 7 and reserve voice channels for high value customer interaction
• Data and Analytics – leveraging data to enhance customer understanding and increase personalization
• Automation – utilizing automation to increase efficiency and reduce the administrative burden
• Employee Experience – ensuring service staff working remotely are kept engaged and focused on delivering customer excellence
• Omnichannel – engaging seamlessly with your customers across multiple channels
• Customer adoption – supporting customers in the transition from face to face or contact center service to digital channels

Four reasons why you should attend:

• Hear the best case studies from across the global
• Access the content on demand and watch in your own time
• Assess the latest technological innovations
• It is 100% free to attend

Who should attend?

• CX Network events are designed to offer insight and inspiration to senior CX decision makers including heads of:
• Customer Success
• Customer Satisfaction
• Experience Design
• Voice of the Customer
• Customer Experience
• Customer Insights and Analytics
• Customer Loyalty
• Contact Centre

2021 Speakers

Cynthia Tang
Senior CX Manager, Sunway Malls

Lara Truelove
Head of CX, Singlife

Gabrielle Dracopoulos
Head of CX, Intuit

Uddalak Chatterjee
VP and Head Branch Operations and Training, Bajaj Allianz Life Insurance Co. Ltd.

Emira Oepangat
Head of Live Operations, Chubb Insurance

Mat Austin
Senior Retail Operations, Ergon Energy Retail

Cameron Adams
Director Solution Consulting, NICE

Malcolm Koh
Customer Experience Strategist, Zendesk

Sophie Devlin
Senior Manager, Customer Success, Zendesk

Tina Morrell
General Manager, Customer Strategy and Experience, The NRMA

Benjamin Soubies
Managing Director, Asia Pacific & Japan, Talkwalker

Sandra de Zoysa
Group Chief Customer Officer, Dialog Axiata

Neil Gardner
Chief Customer Officer – Asia, Generali

Natalie Keightley
Solutions Marketing Director, Avaya

Emma Powell
Chief Customer Officer, Accident Compensation Corporation

Janelle Estes
Chief Insights Officer, UserTesting

Aiden Turner
Customer Service Manager Asia Pacific, Graymont

Dave Flanagan
Director, Digital & Conversational AI – ANZ, Genesys

Olive Huang
Vice President Product Strategy - Service Cloud, Salesforce

Matthijs de Man
Director of Club Services and Innovation, Anantara Vacation Club

Ashish Sinha
Managing Director, APAC & MEA, Epsilon

2021 Sponsors and Partner

LEAD SPONSOR:
• ServiceNow

SPONSORS:
• Epsilon
• 8x8, Inc.
• Avaya
• Genesys
• Medallia
• NICE
• SalesForce
• SAS
• Talkwalker
• UserTesting
• Zendesk

PARTNER:
• CX Network