Febriani Rossa Tea

Assistant Vice President, Contact Channel Management Sinar Mas Land

Main Conference Day 2 - Thursday, 4 September 2025

12:30 PM Leveraging Self-Service to Reduce Operational Costs Without Sacrificing Customer Satisfaction

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 

Check out the incredible speaker line-up to see who will be joining Febriani Rossa.

Download The Latest Agenda

In Partnership With :

CCW Digital

QUESTIONS?

Contact us via email at enquiry@iqpc.com.sg.

Iqpc Icon

©2025 IQPC. All rights reserved.