CXN Network Live: APAC Online 2022 | IQPC | 28 March 2022 | Online Event
Venue
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| Event Date |
Tue Mar 29 UTC - Thu Mar 31 UTC (over 2 years ago)
In your timezone (EST): Mon Mar 28 8:00pm - Wed Mar 30 8:00pm |
| Location | Online Event |
| Region | All |
Details
The CX department of the future is one that is lean and agile, driven and supported by customer data, that not only delivers personalized services to customers in the channel of their choice but also predicts customer intent. However, for most business in the APAC region, the reality is that CX and customer service organizations are still voice centric, relying on retrospective data and lacking in a single view of the customer.
With that in mind, the event, now in its 5th year, will be focused on:
• Contact centre: ensuring that contact centres are agile and fully integrated into the channel mix to deliver on high value customer moments
• Voice of the customer: enhancing customer understanding through surveys, feedback and analytics
• Self-service and automation: reducing customer friction by delivering services in the appropriate channels
• Data and analytics: leveraging insights to drive personalization and predictive CX
• Customer journey management: better understanding the customer journey to reduce points of friction and invest in key touch points
• Measurement: clearly tracking and quantifying the impact of CX initiatives
Speakers
2022 Speakers
Rustom Dastoor
Executive Vice President, Head of Marketing & Communications, North America, Mastercard
Rekha Weerasooriya
Senior General Manager, Customer Experience & People Development, Dialog Axiata PLC
Ayelet Mendel-Girin
General Head of Customer Experience, humm group
Michel Hamilton
Chief Strategy, Transformation & Digital Officer, Maybank
Colin Shaw
Chief Executive Officer & Founder, Beyond Philosophy
Yvett Mihelic
Director of Customer Experience, John Holland
Irene Lim
Customer Relations Expert, A global lodging hospitality company
Sarah Rosales
National Marketing and Customer Experience Manager, Toyota Finance Australia
Loi Truong
Account Director, Potentiate
Augustin du Payrat
Regional Vice President SE Asia, Talkdesk
Patrick Ong
Director Solution Engineer, Talkdesk
Lava Kumar
Founder & Chief Product Officer, Entropik Tech
Daniel-Zoe Jimenez
Associate Vice President, Digital Transformation (DX), Future Enterprise, SMB, IDC APAC
Tom Blackman
Vice President, Head of Global Sales & Success, AI Rudder
Malcolm Koh
Director of Customer Experience and Strategy, Zendesk
Preethi Bridgement
Director - Solutions Engineering (Asia Pacific, Middle East and Africa), Freshworks
Ashutosh Karandikar
Head of CX Services (EMEA & APAC), Alida
Robert Holcomb
Global Director of Customer Solutions, Intercom
Natalie Felix
Customer Success Manager - APAC, Intercom
Andrew Crowhurst
Country Manager, New Zealand, InMoment
Julien Rio
AVP International Marketing, RingCentral
Sponsors & Partners
2022 Sponsors
• Alida
• Al Rudder
• Entropik Tech
• Freshworks
• InMoment
• Intercom
• Potentiate
• RingCentral
• Talkdesk
• Zendesk