As part of Customer Contact Week Asia 2022, the CCW Network is holding a series of Customer / Call Centre Boardroom Leaders Forum where you will be engaged in an intimate roundtable discussion with like-minded peers.

Holistic Customer Experience, Integrated Processes, Real-Time Service

Thursday, 28 April 2022 | Online (Singapore time) 

Meeting the increasing demand and expectations of customers is not an easy feat – but at the same time, it has been over-complicated by the industry, with unnecessary tasks and processes clouding what is truly important. By automating and streamlining redundant processes, employees are able to focus on the pressing issues on hand. This not only reduces redundancies but improves your service levels and efficiencies as well.

• Automating and streamlining work to compress time needed to handle customer requests
• Proactively communicate and pre-emptively resolve customer issues, cutting resolution time, reducing case volume, boosting first-time fix, and increasing customer satisfaction
• Eliminating the need for manual, routine tasks, making it easy for employees to coordinate and work across functions
• Providing end-to-end transparency on issue status and resolution to customers and employees
  
  

Moderator:  Paul Baptist, Senior Director, Customer Workflow Solution Consulting, APJ, ServiceNow

With over 20 years’ experience in IT industry, the majority of those focused on customer experience technologies, Paul Baptist has been working with companies, large and small, across the globe to put their customers at the centre of their businesses. As a leader in solution consulting team, Paul in the rare position of being both tech- and business-savvy. Through my experience Paul has learnt to be multi-lingual, proficient in sales methodologies, marketing strategies, service best practices, and, most importantly, “plain and simple”.

Paul has had the opportunity to present his thoughts on how customer experience has evolved at events across the Asia Pacific region. In his current role at ServiceNow, Paul leads a team of solution consultants specialising in customer workflow tools across the Asia Pacific region. His teams’ objectives are to help businesses transform, meeting their business challenges with innovative solutions.

This is a by-invite-only session where Leaders of CX and Contact Centres will gather for a closed-door executive forum. Hosted with ServiceNow via the Zoom Meetings platform, this setting provides leaders with an opportunity to engage in in-depth discussions around the topic. 

Details (Singapore time)

• First Session: 2pm – 3pm
• Second Session: 3pm – 3:30pm

You may choose to attend any one of the sessions.

How to Register:

To reserve your slot, please contact Marion.Paul@iqpc.com.sg

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