Sit-Down CCO | November 2023 | SEA | Virtual

Overview

Integrating human-centric AI ensures proactive customer service by maintaining a delicate balance between efficiency and a human touch. Fast identification of opportunities, as well as risks, in customer interactions allows for more efficient team reactions. While the demand for seamless experiences drives the integration of generative AI and automation, requiring ongoing skill development for agents. Furthermore, AI can not only assist in fostering a customer-centric culture but can also be used to measure and enhance CX outcomes through feedback, driving continuous improvement and innovation.

What we will cover

• Ensure AI applications maintain a human touch in customer interactions, and confidently embrace generative AI and modern technologies.
• AI plays a critical role in swiftly identifying risks as well as opportunities in sales, support, and service conversations, enabling faster team reactions.
• Customers demand seamless interactions, driving organisations to integrate generative AI and automation, necessitating progressive skills for empowered agents.
• Use AI to instil a customer-centric culture, empowering employees with skills, tools, and incentives for exceptional customer service.
• Leverage AI to measure and enhance customer experience outcomes, utilizing feedback and insights for continuous improvement and innovation.

Agenda

• 9:00 am AI's next frontier and the impact to CX(CCO SEA Sit-Down) Asia Pacific and Japan at Zendesk will do a deep dive on AI's next frontier and what it means to the customer experience (CX) industry. In this session, Tom will go through what's happening in the AI space holistically, provide some use cases that are already making an impact globally but also some considerations and threads everyone will need to take into account when implementing or using this technology. Learn Zendesk's take on AI, new product releases that are already making organisations more efficient and what our vision is for the next few years within this industry.
• 9:20 am Creating and Sustaining Customer Value(CCO SEA Sit-Down) 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.
• 9:38 am Waiting for All Systems Go in Digital Transformation? Here’s why you might be missing out…(CCO SEA Sit-Down) A risky idea has taken over the business world: the idea that digital transformation should be an enormous undertaking. It’s a fully-planned endeavour, orchestrated over time and launched all at once, on a specific deadline, usually years in the future. But do any of us really know what the future holds? We’re here to show you how some of the most successful digital transformations were built over time, through a series of smaller, more immediate changes at the heart of the comms infrastructure, which helped organisations see results faster. Some of the greatest digital transformations were built piece by piece... an approach that has allowed organisations to really take off and adapt their transformation plans to a changing world.
• 9:58 am Enabling Service Teams to Become Frontline Drivers for Revenue and Retention(CCO SEA Sit-Down)

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.

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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