09/19/2023 09:30 am
CX digital transformation in the cloud
Kuala Lumpur, Malaysia
Customer expectations are constantly evolving, and businesses need to keep up to stay competitive. Genesys Cloud is designed to take full advantage of modern cloud strategies and technologies. And there’s a reason it’s a leading platform for seamlessly integrating voice and digital channels.
Pavilion Hotel, Kuala Lumpur
Pavilion Hotel Kuala Lumpur Managed By Banyan Tree, Jalan Bukit Bintang, Bukit Bintang, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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For assistance, please contact Robert Billing at robert.billing@genesys.com.
Agenda
Tuesday, 19 September 2023
09:30 am – 10:00 am
Registration & Networking
10:00 am – 10:10 am
Welcome Address
- Raymond Low, Chief Technology Officer, ITAPPS
10:10 am – 10:30 am
Building Exceptional CX – Mastering the art of service, digital and employee experience
Companies are working hard to differentiate and build value in today’s Experience Economy. As customer expectations shift and industries become more competitive, it is becoming critical to master CX. Let’s explore what defines Exceptional CX and what companies need to prioritize to build personalized, engaging, and delightful experiences.
- Shivanu Shukla, Principal Advisor, CX, twimbit
10:30 am – 11:00 am
Panel Discussion: Lessons in Building Personalized Empathetic Experiences
Moderated by:
- Shivanu Shukla, Principal Advisor, CX, twimbit
11:00 am – 11:30 am
Coffee/Tea Break & Networking
11:30 am – 12:20 pm
Roundtable Discussion: The Great CX Debate
Join a small group of your CX peers to discuss the impact of digital transformation on enhancing customer experiences and improving employee productivity through Experience Orchestration.
Topics:
- Generative AI: Yay (Need to embrace AI now) or Nay (AI is not yet ready for CX)
- Cloud CC is critical for CX vs. Cloud CC is not preferred for our industry
- Seamless Omnichannel is a dream vs. Omnichannel is a pre-requisite for great CX
12:20 am – 12:30 pm
Readout and Wrap up
– Shivanu Shukla, Principal Advisor, CX Practice, twimbit
12:30 pm – 01:30 pm
Executive Networking Lunch
Please contact Robert.Billing@genesys.com for any dietary requirements.
Speakers
Shivanu Shukla
Principal Advisor, CX Practice, twimbit
Raymond Low
Group Chief Technology Officer, ITAPPS
David Toh
Country Director, Genesys
Eyo Meiyuen
Country Manager, ITAPPS
Nick Fun
Senior Sales Manager, ITAPPS
Pavilion Hotel, Kuala Lumpur
Pavilion Hotel Kuala Lumpur Managed By Banyan Tree, Jalan Bukit Bintang, Bukit Bintang, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Sponsors
Main Sponsor
Alliance Partner
Knowledge Partner
