26 – 27 April 2017
Singapore

Summit Day One

8:00 am - 9:00 am Registration & Cofee

9:00 am - 9:10 am IQPC Welcome Remarks & Chairman’s Opening Speech

9:10 am - 9:50 am Devising an End-to-End Customer Excellent Acceleration Program to Drive Customer-Centricity in Your Organisation

Anila Fredericks - Head of Service Operations Telstra
·         Integrating and synthesising different team dynamics, customer service and experience cultures
·         Customer journey mapping: How can you ensure great experience from sales through to operations?
·         Leveraging data analytics in incidence management: Getting to the root cause and identify opportunities to enhance service management capability
·         Customer satisfaction benchmarking and revisiting customer experience strategies post-results
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Anila Fredericks

Head of Service Operations
Telstra

9:50 am - 10:30 am Reinventing Customer Experiences for the Telecom Industry

Rekha Weerasooriya - Head of Customer Experience Transformation & People Development Dialog Axiata Plc
·         Capturing the evolving roles of customer experience in retaining customers and driving innovation
·         Identifying changing customers’ demands: What makes them stick?
·         Digital and non-digital channels: Adding values and engagement at each point
·         Mass customization vs personalization: Striking a balance
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Rekha Weerasooriya

Head of Customer Experience Transformation & People Development
Dialog Axiata Plc

10:30 am - 11:00 am Morning Refreshment & Networking Break

11:00 am - 12:00 am Boosting Customer Experience through Innovative Remote Support - From Strategy to Execution

Roshandev Singh - Head of Enterprise Accounts APAC LogMeIn
Danny Attieh - Director Customer Service Assurance, Operations Optus
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Roshandev Singh

Head of Enterprise Accounts APAC
LogMeIn

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Danny Attieh

Director Customer Service Assurance, Operations
Optus

11:40 am - 12:20 pm Redesigning Customer Care Processes for Enhanced Service Quality & Operational Excellence

Alok Kumar - Chief Service Delivery Officer Aircel
·         Evaluating customer care expectations, challenges and opportunities in an omni-channel world
·         Devising optimal processes for customer care across various customer engagement plaforms
·         Striking a balance between operational efficiency and great customer experience
·         Establishing service metrics, accurately measuring performance and leveraging insights to refine customer care
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Alok Kumar

Chief Service Delivery Officer
Aircel

12:20 pm - 1:30 pm Networking Lunch

1:30 pm - 3:00 pm A: Leveraging Customer Intelligence for Customer Value Lifetime Maximisation

Cahyadi Poernomo - Group Head Customer Value Management Indosat Ooredoo
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Cahyadi Poernomo

Group Head Customer Value Management
Indosat Ooredoo

2:00 pm - 3:30 pm B: Obtaining Quality Feedback from Your VOC Programs

Sushant Banga - General Manager Quality & National VOC Head Vodafone
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Sushant Banga

General Manager Quality & National VOC Head
Vodafone

2:00 pm - 3:30 pm C: Measuring Customer Satisfaction - Which KPIs & Metrics Works Best?

Alok Kumar - Chief Service Delivery Officer Aircel
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Alok Kumar

Chief Service Delivery Officer
Aircel

3:00 pm - 12:00 am Afternoon Refreshment & Networking Break

·         What are customer expectations in an omni-channel environment?
·         Designing an integrated care strategy that matches customers’ multi-device, on-the-go lifestyle
·         Ensuring constant exchange of insights across channels
·         Delivering consistent service across every touch point – web, mobile, social media retail and self-service options
·         Measuring and benchmarking success 
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Rekha Weerasooriya

Head of Customer Experience Transformation & People Development
Dialog Axiata Plc

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Hasniza Mohamed

General Manager
Telekom Malaysia

4:10 pm - 4:50 pm Capturing 360-Degree VOC to Improve Customer Experience & Satisfaction

Sushant Banga - General Manager Quality & National VOC Head Vodafone

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Sushant Banga

General Manager Quality & National VOC Head
Vodafone


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Sushant Banga

General Manager Quality & National VOC Head
Vodafone