SUMMIT PROGRAM

  8.00 am

Registration

  9.15 am

Welcome Remarks & Overview by Frost & Sullivan

Nitin Bhat, Partner, Frost & Sullivan

  9.30 am

Social Customer Engagement Strategy: Leveraging on Social Networks to drive Customer Experience

This Session will cover the emerging trends in social media and how social networks such as Facebook, Twitter & others can be used to engage customers & drive customer experience. It will discuss the ways in which social media can be used by enterprises, the process & people changes that would be required for a social customer engagement strategy and the potential challenges ahead.

Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan

  10.00 am

Keynote: Leveraging the Voice of the Customer

• Listening - Success in business is driven by cost effective strategies to satisfy customer needs. In this keynote address, Professor Morris Pentel will look at effective listening strategies from some of the most successful companies in the world. He will review if these strategies could be applied to your organization. He looks at the 10 simplest things you can do to listen to the voice of your customer.
• Learning – Different generations have different communication needs but so do different social groups. The presentation will look at how best to communicate with different types of customers.
• Managing the Conversation - Technology deployment strategies will play a large role in how you talk to the customer so you need to understand what technologies help deliver the right customer interaction and what is really on the roadmap over the next 2 years will help you plan your way forward.
  
• Bottom Line – What is the financial impact of listening to the voice of the customer and learning what you need do and then having a real conversation with your customer … based on real case studies from organizations around the world.

10.30 am

Morning Refreshments

11.00 am

“Ask-the-Experts” Panel Discussion – Customer Engagement in Today’s “Connected World”

The tremendous growth in the internet and mobile penetration rates, popularity of social networks and the iPhone effect is redefining
communication and interaction patterns of consumers around the world. The influence of an enterprise on their customer is reducing
dramatically. The need for enterprises to engage their customers differently is critical for customer retention and customer acquisition.
This panel discussion will cover:

• The impact of the new “connected” consumer on customer service expectations
• Strategies to address the changing need & demand of “connected” customers
• Technologies that can help manage the “chaos” in the social world
• The new set of KPIs that address the changing landscape of customer service
  

Moderator : Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan

Panelists:

• Ralph Ede, Managing Director – South Asia, GN Netcom
• Jeffrey Nah, Managing Director, Southeast Asia, Teleperformance
• Faridah Kencana,GM of Customer Care,PT Bakrie Telecom,Tbk*

11.45 am

12.30 pm

Networking Lunch

1.30 pm

Driving Performance by building a Customer-Focused Organizational Culture

• What is a ‘Customer-Focused Organization’ and its Value Proposition?
• A structured approach towards developing a customer focused organization
• Critical Success Factors and pitfalls to observed
  

Munirah Looi, CEO, Brandt International

2.00 pm

The Mobile Workforce: Enhancing Customer Care with Remote Agents

Ralph Ede, Managing Director – South Asia, GN Netcom

2.30 pm

First in Service! First in Business!

• Delivering service excellence to drive customer satisfaction & loyalty
• Importance of contact center as service and sales delivery channel
• Contact center as brand ambassador to grow your business
  

Jeffrey Nah, Managing Director, Southeast Asia, Teleperformance

3.00 pm

Afternoon Refreshments

3.30 pm

Case Study: Increasing Quality, Service & Customer Satisfaction whilst reducing operating costs in an Indonesian Telco Contact Center

• Some Fundamentals of Call Center Performance
• Example of how these fundamentals in Call Center Performance work
• Customer Service Framework in managing Customer Satisfaction, Quality, Service & Costs
• New Challenges in Telco Business Environment
• Example of how to implement a cost effective Telco Contact Center

Ferry Fibriandani, Director, COPC Asia Pacific Inc.

4.00 pm

Contact Center performance is a function of Agents & Leadership. Do you have the Talent it takes?

Via Rahma, Head of Contact Center Training & Quality , PT Bank Central Asia,Tbk*

4.30 pm

Speed Networking & Lucky Draw

4.45 pm

Closing Remarks: Nitin Bhat, Partner, Frost & Sullivan

5.00 pm

End of Summit