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

Michelle Shiers, Chief Customer Service Officer, 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


Michelle Shiers

Chief Customer Service Officer

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

Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
· 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


Sandra De Zoysa

Group Chief Customer Officer
Dialog Axiata

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

11:00 AM - 11:30 AM Reserved Session

11:30 AM - 12:10 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


Alok Kumar

Chief Service Delivery Officer

12:20 PM - 12:50 PM Networking Lunch

2:00 PM - 2:40 PM A: Leveraging Customer Intelligence for Customer Value Lifetime Maximisation

Cahyadi Poernomo, Group Head Customer Value Management, Indosat Ooredoo

Cahyadi Poernomo

Group Head Customer Value Management
Indosat Ooredoo

2:00 PM - 2:40 PM B: Capturing 360-degree Voice of Customer to Improve Customer Experience & Satisfaction

2:00 PM - 2:40 PM C: Creating a Customer-Centric Culture Within Your Organisation

2:00 PM - 2:40 PM D: Maximising Revenues across Customer Segments

2:40 PM - 3:20 PM Roundtables - Rotation 2

3:20 PM - 3:50 PM Afternoon Refreshment & Networking Break

3:50 PM - NaN:NaN AM Panel: Delivering Seamless Omni-Channel Customer Experience across Touchpoints

Crispin Tristram, VP Digital, Telkomsel Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
· 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


Crispin Tristram

VP Digital

Sandra De Zoysa

Group Chief Customer Officer
Dialog Axiata

4:30 PM - 5:10 PM Creating an All-in-One Self-Service Mobile App that Strengthens Engagement & Provides Greater Service Transparency

· Leveraging insights on services consumption, usage behavioural to create a customer-centric app
· Delivering the perfect app ecosystem maximising customer experience –What are the required device and platform capabilities?
· Ensuring service transparency by embedding knowledge (plans, offerings, data usage and services) management system on apps
· How can we accelerate higher apps adoption and engagement? Investigating the merits of introducing additional features such as in-built ecommerce shopping

5:10 PM - 5:40 PM Transforming Retail Experience to Rejuvenate Customer Engagement

· Reformulating customer experience design principles and journey mapping for the new retail experience
· Enhancing satisfaction per transaction – what are the unique challenges both online and offline?
· Enhancing front-line staff’s service quality and engagement with customers

5:40 PM - 5:45 PM End of Conference Day One