Sit-Down | CCO | October 2023 | SEA | Virtual

Overview

In today's rapidly evolving business landscape, customer centricity is not just a strategy; it's a mindset that permeates every aspect of successful organisations. This October edition of our CCO SEA Sit-Down invites industry leaders, innovators, and visionaries to delve into the heart of customer-centric practices.

This edition will explore innovative strategies, cutting-edge technologies, and transformative leadership approaches that elevate customer experiences, foster enduring relationships, and ultimately drive sustainable business growth. Join us in an immersive journey where thought leaders will share insights, best practices, and real-world examples, empowering you to lead your organisation to new heights of customer excellence.

What we will cover

• Customer-Centric Leadership: Discover the art of customer-centric leadership and learn how to cultivate a customer-first culture within your organisation.
• Innovative Technologies and Trends: Stay ahead of the curve by exploring the latest technologies reshaping the customer experience landscape.
• Data-Driven Decision Making: Uncover the power of data analytics and insights in shaping customer-centric strategies. Learn how to harness the potential of big data, customer analytics, and predictive modeling to make informed decisions, anticipate custom
• Building Lasting Customer Relationships: Explore the art of building authentic, long-lasting customer relationships. Delve into strategies for active listening, empathetic communication, and customer feedback loops.

Agenda

• 9:00 am Putting conversational data at the centre of awesome customer experiences(CCO SEA) 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.
• 9:20 am Harmonising your Data Strategy with your Organisational Culture, Flexibility and Growth Plans for your Teams.(CCO SEA) Customers never stop evolving so nor should your CX, so what is the true value of brand development? here we discuss: How agile ways of working can boost your CX. CX design process and communication strategy. Identifying and prioritising obstacles and opportunities.
• 9:40 am Finding Value Through Data.(CCO SEA) Companies need to upgrade the IT architecture and invest in emerging technologies, to maximise data. Key Take aways: Bringing data to the centre of all marketing activities. Collection vs usage of data. How to quantify your data.
• 9:56 am Is Customer Support Enough? Evolve Forward with Experience.(CCO SEA) Although CX is one of the key sectors of organisation these days it is often overlooked. Here we learn: How to get the board and management to understand and buy into CX. Use a quality framework for development of your team. Act upon regular employee feedback.

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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