26 – 27 April 2017

Rekha Weerasooriya

Head of Customer Experience Transformation & People Development
Dialog Axiata Plc

9:50 AM Reinventing Customer Experiences for the Telecom Industry

·         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

3:30 PM Panel: Delivering Seamless Omni-Channel Customer Experience across Touchpoints

·         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 

Check out the incredible speaker line-up to see who will be joining Rekha.

Download The Latest Agenda