Asia's #1 Regional Customer Contact Event
September 02 - 05, 2025
| Grand Copthorne Waterfront Singapore
Pre-Conference Workshop Day - Tuesday, 2 September 2025
Creating a Data Driven Customer Contact Centre
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 11:35 am
Workshop A: Building a Customer-Centric Data Strategy for Contact Centres
Learn the key components of a robust data strategy that enables customer contact centres to harness insights for better decision-making and improved outcomes.
- Identifying the data points that matter most for driving actionable customer insights
- Mapping customer journeys to connect data touchpoints and enhance the end-to-end experience
- Creating frameworks for integrating data from multiple channels into a cohesive system
11:35 am - 12:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
12:30 pm - 12:40 pm
Workshop Leader A’s Closing Remarks
12:40 pm - 1:40 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:40 pm - 2:40 pm
Leveraging Predictive Analytics to Enhance Operational Efficiency and Customer Outcomes
Discover how predictive analytics can empower contact centres to anticipate customer needs, drive operational efficiency, and personalise service delivery
- Using predictive models to forecast customer behaviours and optimise resource allocation
- Exploring the role of AI-powered analytics in triaging, routing, and resolving customer issues
- Identifying opportunities to personalise customer interactions using real-time insights
- Reviewing case studies of predictive analytics improving both customer satisfaction and operational KPIs
