06/23/2022

CX Tour Malaysia

Kuala Lumpur

What's next: Digital Empathy

Attend for free in half-day immersive CX Tour Malaysia focusing on key takeaways on how businesses can be forward-thinking, innovate quickly and deliver the best of breed customer and employee experiences.   

Join us to learn, engage and network with fellow like-minded professionals in this one event. 

Pavilion Hotel Kuala Lumpur

Pavilion Hotel Kuala Lumpur Managed By Banyan Tree, Bukit Bintang Street, Bukit Bintang, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Get directions

Save your spot

Hello there,

Thank you for registering for CX Tour Kuala Lumpur.

This registration is not confirmed. Our team will contact you to confirm your attendance. 

Thank you,

Christine, Genesys

Agenda

CX Tour Malaysia 08:00 - 14:00 MYT

Thursday, 23 June 2022

08:00 am – 09:00 am

Registration

Welcome Coffee and snacks

Welcome messaging

Speakers:

Stephen Hamill, VP and MD, SEA and South Asia

Stay ahead of the game - Delivering exceptional service through Empathy

Many industries are witnessing a paradigm shift and significant disruption to cater to consumers’ evolving needs. To meet the expectations, organisations need to re-evaluate their transformation strategy and modernise quickly. In doing so, they need to adopt a ‘people-centric’ approach built on the core principles of empathy and providing Experience as a Service that helps the brand to deliver frictionless and connected customer experiences (CX), ultimately resulting in consumer trust and loyalty.

Speakers:

Albert Tay, Director, Financial Services

Panel Discussion - Understanding today's Customer Journey and the expectations of Excellent Customer Experience in an Endemic Environment

In this session, we hear from these leaders on how they have formulated seamless and consistent multi-channel experiences across platforms and discuss the need for personalisation in digital customer experience to match customer expectations in the post-pandemic era

Speakers:

Vigneswaran Sivalingam, Deputy President, Contact Center Association, Malaysia

Celine Chan, Executive Committee, Contact Center Association, Malaysia

Kannan Rajaratnam, Regional Director, Payment and Customer Operations, Zalora

Does your cloud CX migration need some blue-sky clarity?

We will share key insights from The NTT Global Benchmark report on what fourteen hundred clients and customers are telling us to stop, start and accelerate.

Migration to the cloud offers the opportunity for digital transformation, a new operating model and customer journey transformation, which heightens the need for proactive and flexible Managed CX.  This session will move from key client and industry insights to the best practices in design, migration, and management

Speakers:

Pranay Anand, VP, Go-to-Market, NTT

Emerging Technologies in CX

Consumer needs are constantly evolving, in this session, we explore what are some of the innovation strategies and the latest technologies that help companies to improve their Customer Journey.

Speakers:

Chin Arn, Solution Consultant, Genesys

 

Fireside chat with Affin Bank

Affin Bank is Malaysia’s most innovative bank that delivers customer service with emapthy. We deep dive with Affin Bank to understand what goes behind the scenes in ensuring customer service excellence and being on top of the game throughout these years.

Speakers:

Prem Kumar Viswanathan, VP, Virtual Banking, Affin Bank

David Toh, Account Director, Genesys

Myth buster - is it “safe” moving to cloud?

Speakers:

Jill Flanagan, Solution Consultant, Amazon Web Services

Lunch

Take this time to network with professionals alike during Lunch.

Lucky Draw

Speakers

Stephen Hamill

VP and MD, SEA and South Asia, Genesys

Albert Tay

Director, Financial Services, Genesys

Vigneswaran Sivalingam

Deputy President, Contact Center Association, Malaysia

Celine Chan

Executive Committee, Contact Center Association, Malaysia

Pranay Anand

Vice-president, Go to Market, NTT Ltd

Chin Arn

Principal Solution Consultant, Genesys

Prem Kumar Viswanathan

Vice President, Virtual Banking Affin Bank

David Toh

Account Director, Genesys

Kannan Rajaratnam

Regional Director, Payment and Customer Operations, Zalora

Pavilion Hotel Kuala Lumpur

Pavilion Hotel Kuala Lumpur Managed By Banyan Tree, Bukit Bintang Street, Bukit Bintang, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Sponsors

Genesys ChatQuick links
Close Widget

Genesys ChatLive Assistance