In addition, partake in roundtable discussions with CEM specialists; master digital/social media, VoC, omni-channel customer journey, customer centricity and leadership commitment and learn about the cost benefit of digital support and the key to omni-channel consistency in the event.
Attendees will be given an opportunity to learn how to exceed customers' expectations at workshop with CEM guru Morris Pentel, chairman of the Customer Experience Foundation.
The conference also includes exclusive case studies from Western Union, Zalora, American Express, Telekom Malaysia, among others. Dwi Adriansah, head of business development Partnerships-Southeast Asia at Twitter will discuss how businesses can optimise user experience and customer care in real-time. Troy Barnes, head of Customer Experience AIA, Malaysia will share insights on the best ways to create a unique customer experience while tackling increased product and service complexity as well as the need for integration across a number of distribution channels.