Asia's #1 Regional Customer Contact Event
September 02 - 05, 2025
| Grand Copthorne Waterfront Singapore
Main Conference Day 2 - Thursday, 4 September 2025
8:00 am - 8:50 am
Registration Opens
8:50 am - 8:55 am
Welcome & Housekeeping Address
8:55 am - 9:00 am
Opening Remarks from the Chair
9:00 am - 9:40 am
Panel Discussion | Implementing AI Responsibly: Ethical Considerations in Customer Service
Aminudin Zainodin -
Head Customer Centricity,
AFFIN Group
Nikhil Godbole - Group Head of Customer Service, Jupiter Money
- Addressing key ethical issues such as data privacy, algorithmic bias, and responsible AI usage
- Exploring practical steps to embed ethical considerations into AI implementation plans
- Building customer confidence by aligning AI capabilities with trust and transparency
- Sharing real-world examples of how ethical AI impacts customer service outcomes
- Tension between security/privacy and seamless customer experiences
9:40 am - 10:10 am
Reserved Sponsor Session
10:10 am - 10:40 am
Case Study | AI at Scale: Transforming End-to-End Customer Service at HP
Satish Bettadapur -
Vice President and Global Head for Customer Care,
HP
- Discover how HP has successfully deployed AI solutions such as case summarisation and knowledge GPT, enabling seamless, real-time translations across 40-50 languages
- Learn how HP’s customer service strategy integrates unassisted solutions like chatbots, alongside empowering human agents for complex troubleshooting
- Explore the journey of prioritising investments and tailoring CX strategies to customer profiles, including tech-savvy audiences who prefer self-service over traditional phone support
- Gain insights into the measurable productivity improvements and customer adoption trends brought about by their AI-enabled service transformation
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 and Refreshments
11:30 am - 12:00 pm
Panel Discussion | Governing the Future of AI in Customer Service
Satish Bettadapur -
Vice President and Global Head for Customer Care,
HP
Giridhar Vemuganti - Vice President - Chief People and Customer Service Officer, Tata Cliq
Market research forecasts that AI in customer service is expected to save businesses $80-billion globally by 2026, with 69% of customers expecting conversational AI experiences by a similar timeframe. With adoption of AI projected to accelerate – for customers and businesses – how can Contact Centre and Customer Service leaders ensure these practices are managed properly?
- Discussing governance strategies to ensure ethical and responsible AI implementation
- Exploring how to manage risks, including bias, compliance, and unintended consequences of AI
- Aligning governance frameworks with organisational goals and customer expectations
- Hearing from experts about balancing innovation with regulation in an AI-driven CX landscape
12:00 pm - 12:30 pm
Reserved Sponsor Session
12:30 pm - 1:00 pm
Leveraging Self-Service to Reduce Operational Costs Without Sacrificing Customer Satisfaction
Febriani Rossa Tea -
Assistant Vice President, Contact Channel Management,
Sinar Mas Land
With today’s customers being more digital-savvy, the preference for self-service has sky-rocketed. Studies have shown that over 80% of customers attempt to resolve issues themselves before reaching out to a live agent – how does this impact the customer service function; while ensure customer satisfaction?
- Designing intuitive self-service options that deliver value and resolve queries effectively
- Reducing contact centre demand through well-structured self-service capabilities
- Leveraging AI-powered tools like chatbots and knowledge bases to drive customer independence
1:00 pm - 2:00 pm
Lunch & Networking Break
2:00 pm - 2:30 pm
Case Study | From Manual to Predictive: Transforming Customer Support Operations with AI at Thunes
Babul Balakrishnan -
Head of Customer Care,
Thunes
- Explore how Thunes conceptualised and built AI-driven processes to reduce manual tasks and optimise operational efficiency
- Discover the steps taken to identify process gaps, empower agents, and assess productivity to enhance customer and partner satisfaction
- Learn how predictive monitoring is used to identify problematic transactions proactively and scale services effectively
- Gain insights into how a robust system and a knowledgeable team were developed to deliver quality outcomes across reactive and preemptive strategies
2:30 pm - 3:00 pm
Case Study | From Automation to Personalisation: How DHL has been leveraging AI and Digitisation to Elevate Customer Experience
Nizam Agil -
Vice President Customer Service,
DHL International
- Explore how AI-powered solutions are revolutionising the customer experience through automation, personalisation, and real-time engagement
- Discover practical examples of using AI chatbots, predictive analytics, and machine learning to proactively resolve customer issues and reduce service resolution times
- Learn how organisations are balancing automation with human-led empathy to provide smarter, more personalised support
- Examine how real-time data insights driven by AI can enhance decision-making, agent productivity, and customer satisfaction
3:00 pm - 3:30 pm
Afternoon Break and Refreshments
3:30 pm - 4:10 pm
Panel Discussion | Enhancing Multilingual Support with AI to Drive Cost Savings in Diverse Markets
Jiahao Yee -
SEA Customer Journey Partner,
Maersk
- Leveraging AI-powered translation tools to deliver accurate multilingual support
- Reducing costs by automating language-specific customer service across global markets
- Using natural language processing (NLP) to enhance communication and cultural accuracy
- Highlighting success stories of companies improving satisfaction while lowering costs in diverse markets
4:10 pm - 4:40 pm
Optimising Workforce Scheduling and Resource Allocation for Maximum Efficiency
- Using data-driven insights to predict demand and allocate resources efficiently
- Optimising shift schedules to reduce unnecessary labour costs while maintaining service coverage
- Leveraging workforce management tools and AI solutions to improve operational agility
- Sharing practical examples of organisations excelling with efficient resource allocation
