Sit-Down CCO | August 2023 | SEA | Virtual

Overview

In today's ever changing climate, organisations need to be able to differentiate their brands and provide exceptional customer service to stay and stand above their competitors.

In this month's CCO SEA August Series, we'll be exploring topics and finding a solution on how to:

Develop a clear CX vision and strategy in your organisation

Using design thinking for CX initiatives

How to develop a resilient customer-centric mindset

What we will cover

• The Real Business Value Unlock the Value in Your Customer Data
• Shape Your CX Improving CX Outcomes
• B2C And B2B CX Design Strategies with “Moments Of Truth
• Thinking for Success Brainstorming to Final Product with CX

Agenda

• 9:00 am AI’s next frontier and the impact to CX(CCO AUGUST EDITION) This engaging session explores the groundbreaking impact of artificial intelligence (AI) on customer interactions and its potential to reshape businesses' relationships with their customers. Attendees will gain insights into cutting-edge AI technologies over the years, including natural language processing and machine learning, which are already revolutionizing customer support and personalized product recommendations. The presentation emphasizes AI's role in driving hyper-personalization and emotional intelligence in customer experiences while addressing important best practices.
• 9:25 am Putting conversational data at the centre of awesome customer experiences(CCO AUGUST EDITION) Human interactions drive brand trust and customer perceptions. Contact Centre Agents are on the frontline delivering up resolutions. Equipping Agents to respond well without spending time searching disparate tools for answers leads to higher agent satisfaction, an effortless customer experience, and increased customer lifetime value. Join us to see how Twilio Flex empowers agents to deliver the experience customers crave, using the power of Customer Conversations. Discover how Twilio allows customers to self-serve and enables hyper-personalised communication between customers and agents, so your brand can build trust and accelerate resolution from first-call to first-interaction.
• 9:50 am How To Transform Your Supply Chain To Be Customer Centric(CCO AUGUST EDITION) Join this session to gain insights to: Mindset change driven from the top Digital transformation organization, strategy and tactics Desired customer-centric culture and customer experience
• 10:15 am Creating and Sustaining Customer Value(CCO AUGUST EDITION) Join this session to gain insights to: How to deliver on your CX promise How to sustain customer value Applying the 4 step approach to your customer life cycle
• 10:40 am Driving Customer Experience Of The Future(CCO AUGUST EDITION) Join this discussion with Isabelle Goh of Samsun to gain insights to: How to improve your customer and key stakeholder experiences. Deliver onboarding training programs to develop skills capability. Implement effective strategies to support leadership team.
• 11:05 am End of Presentation(CCO AUGUST EDITION)
• 11:30 am Zendesk Interactive Discussion(CCO AUGUST EDITION)

Speakers

• Tom Blackman · Head of Global Accounts - Asia Pacific and Japan, Zendesk Tom is a seasoned professional with nearly two decades of experience in the customer experience and SaaS industries. Currently at Zendesk, he serves as the leader of the Global Accounts business for APAC and Japan. In this role, Tom collaborates with large multinational organizations, guiding them towards achieving their customer experience goals. With a diverse background, Tom has gained valuable insights from working on both sides of the relationship – as a vendor and a customer. This unique perspective has equipped him with a deep understanding of how to implement and operationalize customer experience strategies that are scalable for companies of all sizes. Throughout his career, Tom has honed his expertise in developing and executing impactful customer experience initiatives. With his wealth of knowledge, he is able to provide valuable guidance and support to organizations in their journey towards delivering exceptional customer experiences. As a trusted leader in the field, Tom's passion lies in helping companies unlock their full potential in customer experience. By leveraging his extensive industry experience, Tom is dedicated to empowering businesses to succeed in today's customer-centric landscape.

Partners

• Zendesk Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Learn more at www.zendesk.com.
• Twilio Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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