\"

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

img

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

img

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 - NaN:NaN 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

img

Roshandev Singh

Head of Enterprise Accounts APAC
LogMeIn
img

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

img

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

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

img

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

img

Alok Kumar

Chief Service Delivery Officer
Aircel

3:00 PM - NaN:NaN 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

img

Rekha Weerasooriya

Head of Customer Experience Transformation & People Development
Dialog Axiata Plc
img

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


img

Sushant Banga

General Manager Quality & National VOC Head
Vodafone


img

Sushant Banga

General Manager Quality & National VOC Head
Vodafone