Asia's #1 Regional Customer Contact Event
September 02 - 05, 2025
| Singapore
Main Conference Day 2 - Thursday, 18 July 2024
8:00 am - 9:50 am
Morning Refreshments & Registration
9:00 am - 9:05 am
Welcome & Housekeeping Address
9:05 am - 9:10 am
Opening Remarks by Conference Chairperson
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Shifting from Reactive to Proactive Customer Service
Customer contact functions traditionally focus on reactive support, but this is now a dated concept. As customers enjoy easy access to information across multiple channels, customer contact functions need to adapt and provide proactive service to retain their competitive advantage.
9:10 am - 10:00 am
Panel Discussion: Making Proactive Customer Service a Reality – How can the Industry Stay Ahead of Times?
Philip Joseph -
Senior Vice President Customer Experience & Service Operation,
PT. Indosat Tbk
Anila Fredericks - Head of Customer Service Operations, Telstra
Eduardo Imperial - Head of Service Management Asia, Vodafone
Helen Ng - Chief Executive Officer, General Storage Company (Lock+Store SG & MY, The Store House HK)
- Discussing the fundamental shift of contact centre agents to customer service experts
- Understanding skillsets needed in “new-age” customer contact agents to deliver proactive service
- Navigating roadblocks in making proactive customer service a reality and not a dream
Helen Ng
Chief Executive OfficerGeneral Storage Company (Lock+Store SG & MY, The Store House HK)
10:00 am - 10:30 am
Implementing Technology Solutions for Proactive Support Automation
Martin Head -
General Manager, Customer Support Innovation,
FUJIFILM Business Innovation
- Employing chatbots, virtual assistants, and AI-powered tools to handle routine inquiries and provide 24/7 support
- Leveraging sentiment analysis and feedback tools to monitor customer sentiment and identify areas for proactive improvement
- Utilising predictive maintenance technologies to anticipate potential service disruptions and proactively notify customers
10:30 am - 10:50 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.
10:50 am - 11:20 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
11:20 am - 11:50 am
Embracing Digital Transformation for Effective and Proactive Customer Contact Operations
Rex Chua -
Director, Service Experience Centre,
Inland Revenue Authority Singapore (IRAS)
· Digitising core processes and workflows to automate repetitive tasks and improve efficiency
· Enhancing customer engagement through digital and physical channels
· Embracing a culture of innovation and continuous improvement to stay ahead of competition
Managing Dynamic Customer Demand with Flexible Operations
The region's customer contact functions not only face the interesting challenge of delivering service to a multi-cultural customer base, but need to also manage the delicate balance of optimised workforce and seasonal customer demand. How can customer contact leaders navigate through the peaks - and lulls - while maintaining cost-effectiveness and productivity?
11:50 am - 12:20 pm
Embracing Agile Methodologies for Efficient Contact Centre Operations
Syarif Lee -
Regional Head, Live Channel Experience,
Lazada Group
- Adopting agile methodologies to break down complex projects into manageable sprints, enabling rapid iteration and adaptation to changing demands
- Fostering a culture of experimentation and continuous improvement to encourage testing of new ideas and processes, leading to optimised operations
- Making use of data analytics and feedback loops to measure the impact of changes and continuously refine agile practices, ensuring alignment with customer needs
12:20 pm - 1:20 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Improving Customer Engagement & Satisfaction
"A happy customer is a returning customer" - this is a mantra that is ever more important in an era of economic uncertainty where customer contact functions are expected to demonstrate cost-savings and revenue-generation potential. The focus on improved customer engagement and satisfaction contributes to stronger customer advocacy; thereby improving business success.
1:20 pm - 1:50 pm
Elevating the Customer Experience: Merging Tech with Human Touch for Unmatched Engagement and Satisfaction
Dominique Rose Van-Winther -
Chief Executive Officer,
Final Upgrade AI
- Revolutionizing engagement: what cutting-edge tech is shaping today’s customer interactions.
- What companies are ahead of the game in customer contact?
- Changing direction, lets talk about the sapiens in the room. Looking beyond external products, what do you know about today’s personal tech and what it can do, and how can you and your teams use it daily?
1:50 pm - 2:20 pm
Building a B2B Self-Service Powerhouse for Seamless Customer Engagement
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Martin Head - General Manager, Customer Support Innovation, FUJIFILM Business Innovation
· Exploring user-centric design in creating self-service platforms tailored for B2B customers
· Using intelligent chatbots within corporate customer support portals for real-time assistance and self-service options
· Discuss the importance of ongoing monitoring, feedback loops, and agile development methodologies to continuously improve self-service offerings
2:20 pm - 2:50 pm
Afternoon Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
2:50 pm - 3:20 pm
Leveraging Machine Learning and Data Analytics for Insights to Enhance Proactive Customer Engagement
Jackson Tan -
Associate Director, Strategy & Transformation, Customer and Marketing, FairPrice Group,
FairPrice Group
- Utilising machine learning models and analytics to gain insights into behaviour, preferences, and potential pain points
- Identifying patterns and trends in customer interactions to predict potential issues and proactively intervene before they escalate
- Developing predictive models to anticipate customer needs and offer personalised support and recommendations
Jackson Tan
Associate Director, Strategy & Transformation, Customer and Marketing, FairPrice GroupFairPrice Group
3:20 pm - 4:10 pm
Panel Discussion: Turning Customer Satisfaction to Advocacy for Added Value
Anila Fredericks -
Head of Customer Service Operations,
Telstra
Bharati Amarnani - Global Customer Support Director, Coda Payments
Babul Balakrishnan - Head of Customer Care, Thunes
- Understanding the crucial role of customer contact functions and service hubs in driving customer advocacy
- Enhancing Customer Lifetime Value and retention rates to improve advocacy
- Discussing best practices in turning customer advocacy into improved business success
