Asia's #1 Regional Customer Contact Event
September 02 - 05, 2025
| One Farrer Hotel, Singapore
Main Conference Day 1 - Wednesday, 17 July 2024
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcome & Housekeeping Address
8:55 am - 9:00 am
Opening Remarks by Conference Chairperson
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Leading the Charge for Excellence in Asia’s Customer Contact Functions
The role of the customer contact function needs to evolve alongside changing customer expectations - what does it need to look like, and what does "excellence" now mean?
9:00 am - 9:40 am
Fireside Chat: Advisory Board Speaks! What Keeps Customer Contact Leaders Awake at Night?
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Felicia Cao - Head of APAC Contact Centre Operations Business Operations, Singapore, The Lego Group
Philip Joseph - Senior Vice President Customer Experience & Service Operation, PT. Indosat Tbk
- Predicting evolving customer expectations – and trying to go above and beyond
- Making personalised interactions with customers a reality in customer support hubs
- Delivering the best possible service through Human-AI collaboration
Felicia Cao
Head of APAC Contact Centre Operations Business Operations, SingaporeThe Lego Group
9:40 am - 10:10 am
Master the Art of AI in CX
Jessie Hoong -
Managing Director,
novomind APAC
Prabhakar Bisen - Chief Operations Officer, IGT Solutions
10:10 am - 10:40 am
Fireside Chat: Leveraging Customer Journey Mapping to Drive Customer Contact Excellence
Jiahao Yee -
SEA Customer Journey Partner,
Maersk
Sundar Arumugham - Director - Customer Care Strategy & Innovation, HP
Chin Kiat Teo - Senior Vice President, Regional Channel Experience, Lazada
- Using customer journey mapping to understand customer engagement and contact pain points
- Explore strategies for leveraging customer journey maps to facilitate seamless omnichannel experiences
- Discover how customer journey maps provide insights into agent-customer interactions to optimise performance metrics and resource allocation
10:40 am - 11:00 am
Speed Networking Session
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.
11:00 am - 11:30 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Enhancing Digital Capabilities in Customer Contact Functions
The concept of "do more with less" applies with the myriad of technology options available for customer contact functions; but leaders need to first identify which tools are fit-for-purpose, and how they can further enhance digital capabilities to drive efficiency and productivity.
11:30 am - 12:00 pm
Unlocking Revenue Streams in Customer Engagement: Making WhatsApp a CX Commodity in the New Era of Customers
Philip Joseph -
Senior Vice President Customer Experience & Service Operation,
PT. Indosat Tbk
- Understanding the shift in customer behavior and preferences, and how businesses can adapt by leveraging WhatsApp as a CX commodity in the modern era
- Explore strategies to transform customer engagement and make WhatsApp a cornerstone of your CX approach
- Scaling and creating new revenue streams through personalised interactions, sales enablement, and proactive customer support on WhatsApp
12:00 pm - 12:30 pm
The Future of Contact Centres: Embracing AI for Excellence
Martin Taylor -
Deputy CEO,
Content Guru
In today’s fast-paced digital world, the future of contact centres hinges on the integration of AI technology. As customer expectations skyrocket, the traditional methods of handling queries and providing support fall short.
AI-driven solutions, such as chatbots and advanced data analytics, are essential to deliver seamless, exceptional customer experiences. Although the initial investment in AI may seem daunting, it promises significant long-term gains. By automating routine tasks and providing personalised interactions, AI not only enhances customer satisfaction but also boosts efficiency and reduces operational costs.
Join Martin Taylor, Deputy CEO and Co-Founder of Content Guru, as he explains why, in an era where customer loyalty is paramount, AI is not merely an option but a necessity for staying competitive.
Sponsored by: Content Guru
12:30 pm - 1:00 pm
Fireside Chat: Integrating Artificial Intelligence for Personalised Customer Service and Support
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Bhavani Mishra - Senior Director, Operations, foodpanda
- Deploying chatbots and virtual assistants to provide round-the-clock support, answer frequently asked questions, and resolve common issues
- Leveraging AI for sentiment analysis to understand customer feedback, identify areas for improvement, and enhance customer satisfaction
- Implementing AI-driven predictive modelling to anticipate customer needs, proactively offer solutions, and prevent issues before they arise
1:00 pm - 2:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Interactive Discussion Group
Structured to maximise audience interaction and participation, our specially curated IDGs focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matter most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well.
2:10 pm - 3:50 pm
Roundtable A: Reality Check: What's AI's Impact on Customer Service after 2 years of ChatGPT?
Jessie Hoong -
Managing Director,
novomind APAC
2:10 pm - 3:50 pm
Roundtable B: Navigating the Future: Will AI Make Human Agents a Thing of the Past?
Martin Taylor -
Deputy CEO,
Content Guru
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.
Sponsored by: Content Guru
2:10 pm - 3:50 pm
Roundtable C: Measuring & Improving Customer Satisfaction in Contact Centres
Andrea Linander -
Group Customer Experience Lead,
bolttech
2:10 pm - 3:50 pm
Roundtable D:Exploring the true value of an Experience Orchestration Platform for CX
Louis Teoh -
Regional Director, Commercial Operations,
Genesys APAC
Agent Experience in Digital Operations
Finding the right balance of "Human-Technology" remains a challenge, and customer contact leaders need to explore how to empower agents with the necessary skillsets and tools and ensure a culture of continuous improvement is in place to truly leverage the power of digital operations.
3:50 pm - 4:20 pm
Afternoon Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
4:20 pm - 4:50 pm
Empowering Customer Contact Centre Agents with Digital Tools and Critical Training
Sundar Arumugham -
Director - Customer Care Strategy & Innovation,
HP
- Providing agents with access to real-time customer data and knowledge bases to enable efficient and informed responses
- Implementing training programs to equip agents with the skills and knowledge to effectively utilise digital tools and technologies
- Encouraging agents to provide feedback on digital tools and processes to identify areas for improvement and enhance user experience
4:50 pm - 5:20 pm
Accelerating Chat Commerce and E-Commerce: Enhancing Efficiency and Optimization with Consultants for NocNoc Home Solutions
Anupong Tasaduak -
Chief Commercial Officer,
NocNoc
- The connection between happy, healthy agents and positive customer interactions. Factors like stress levels, burnout, and how they impact customer service quality
- Work-life balance initiatives, stress management techniques, and creating a positive work environment
- Fostering a culture of support within the contact center
