Businesses understand over 60% of customers have higher expectations and standards when it comes to customer service, with over 70% willing to switch over to competitors with just a single negative experience. In this panel discussion, contact centre and customer service leaders will discuss best practices in balancing customer expectations, business needs and workforce management. 

• Exploring how businesses can deliver exceptional customer journeys in the face of economic and technological disruption 
• Discussing the role of leadership in fostering innovation while driving operational excellence and team empowerment 
• Addressing the balance between human interaction and AI-driven engagement for meaningful customer connections 

Eduardo Imperial

Head of Service Management Asia
Vodafone

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Aminudin Zainodin

Head Customer Centricity
AFFIN Group

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Jose Antonio Vasco

Head Senior VP Operations Group
Metropolitan Bank & Trust Co.

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• Discover how ASDP revolutionised ferry travel with the launch of the Ferizy online ticketing platform, enabling passengers to book tickets up to 60 days in advance from anywhere 
• Explore how ASDP enhanced accessibility by introducing an omnichannel contact centre integrated with IVR and AI to provide seamless customer support 
• Learn about the transformative impact of digital tools in simplifying the customer journey, increasing efficiency, and driving convenience for ferry passengers 
• Gain insights into the challenges and successes of implementing digital transformation in a traditionally offline industry 

Windy Sustia Andale

Vice President Customer Services
PT Indonesia Ferry

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Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference. 

• Explore how automation and omnichannel strategies helped their 350 support agents respond to customers in 20 seconds or less, driving an impressive 88% customer satisfaction rating 
• Learn how Jupiter effectively integrated tools like contact centre solutions, social media support, and knowledge bases to avoid silos and streamline customer engagement 
• Hear how their customer-centric approach, combined with rapid onboarding and effortless workflows, set new benchmarks for CX in digital banking 

Nikhil Godbole

Group Head of Customer Service
Jupiter Money

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A critical – yet difficult – strategy to ensure customer satisfaction is to be proactive instead of reactive (which remains status quo). In fact, market reports have shown that proactive customer service can increase customer satisfaction scores by 5 – 25%!  

• Identifying opportunities to spot and resolve potential issues before they escalate 
• Implementing predictive tools that analyse customer behaviour to drive early resolution 
• Reducing customer effort by streamlining workflows for proactive support strategies 

AI is here to stay and there’s only one question on all of our minds: will it sit beside us or take our place? Just like technology evolves, so do customer expectations. Why would your customers settle for poor service when they can get an efficient, personalised experience at the hands of your competitors’ AI Agents? Leaps in AI are opening infinite possibilities in personalisation, intelligent routing, and organisational optimisation every year, yet has the time really come to replace the worker with the machine?

Join Martin Taylor, Deputy CEO and CO-Founder of Content Guru to discover how to effectively use AI in your contact centre operations, debunking the myths whilst providing actionable and profitable insights. Don’t be left behind. Explore what the future holds for your contact centres.

Anjali Kalia

Assistant Vice President - Digital Excellence
IHH Healthcare

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Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

• Explore how businesses can view the community at large as a core customer and leverage corporate social responsibility (CSR) to build trust and loyalty 
• Learn strategies to align CSR initiatives with organisational values, addressing societal challenges while enhancing customer experience 
• Discover how CSR-driven actions, like collaboration with local organisations and employee volunteering programs, strengthen brand reputation and stakeholder relationships 

Customers who engage with companies across multiple channels have a 30% higher lifetime value than those who only leverage one – making a seamless and standardised omnichannel strategy the strongest foundation across any customer service strategy.  

• Mapping customer journeys to identify opportunities for seamless omnichannel engagement 
• Harnessing data to unify touchpoints and eliminate silos in the customer experience 
• Exploring challenges of implementing and scaling omnichannel strategies in dynamic markets 
• Sharing success stories of brands creating frictionless, unified customer journeys 

Windy Sustia Andale

Vice President Customer Services
PT Indonesia Ferry

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