Sit-Down CCO | September 2023 | SEA | Virtual

Overview

In today's rapidly evolving business landscape, the role of Chief Customer Officers has become increasingly pivotal. This event aims to bring together CCOs, industry experts, and thought leaders to delve into the realm of customer-centric digital transformation and its impact on shaping the future of customer experience.

What we will cover

• Building a Customer-Centric Culture Explore strategies for fostering a customer-focused mindset across the organisation.
• Data-Driven Insights for Personalised Experiences Discuss leveraging data analytics to enhance customer interactions and tailor experiences.
• The Role of AI and Automation in CX Delve into how artificial intelligence and automation can streamline processes and augment customer service.

Agenda

• 9:00 am Waiting for All Systems Go in Digital Transformation? Here’s why you might be missing out…(CCO SEA Virtual Series - September Edition 2023) 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.
• 9:25 am 360 Degree View of CX Through Data(CCO SEA Virtual Series - September Edition 2023) How to master the digital transformation for a smooth CX. Developing a strategic framework for customer lifecycle. Embedding technological innovation to enable business strategy. Evolving the team with digital skills and embracing change.
• 9:45 am Truly Defining the Customer(CCO SEA Virtual Series - September Edition 2023) The more we listen, understand and know our customers the better the CX will be. Customer journey mapping as a process to drive organisational change. Organisation alignment on who the customer is. Create an emotional connection with your customers.
• 9:59 am Using Data Science To Improve Customer Satisfaction(CCO SEA Virtual Series - September Edition 2023) Understanding customer feedback using text mining Using data to predict sales volumes Utilising data science to improve complaints, QA handling and email prioritisation for higher customer satisfaction.

Partners

• 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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