WEBINAR OVERVIEW
Conversational Artificial Intelligence is a game changer for Customer Experience. It helps to transform personalized data-driven data experiences Into positive revenue denerators such as telesales collections, and compliance drivers. While one of the most tangible impacts of conversational Al has been on customer support, the contact centre handling all digital conversations becomes the best point of contact to enable up-sell and cross-sell that drive business metrics.
TALKING POINTS
- The most important question is, how and when do you start implementing game-changing technologies that convert routine interactions into revenue?
- The most successful contact centres will be those with an agile, competent team augmented by Chatbots, digital channels and effective knowledge management.
- Contact centres are a valuable source of untapped data that is, key to improving businesses. Can companies improve customers' experiences and agent capabilities by gathering insights with the power of AI to delight their customers?
THIS WEBINAR WILL FOCUS ON
- How vital is Customer Experience for any Organization?
- Delivering an experience that is both integrated and channel agnostic
- How does the organization ensure that agents are providing a consistent level of service and experience
- Moving from traditional measures such as service level and handle times to customer effort, success, and emotion
- How is Digital Transformation Driving the Customer Experience
Meet Your Speakers
Andika Rachman
AVP, Head of AI at PT Bank Rakyat Indonesia
Andika is a seasoned AI researcher and practitioner who has led various AI initiatives in startups as well as enterprises. Currently, he leads a team of data scientists and machine learning engineers in PT. Bank Rakyat Indonesia, delivering cutting-edge and innovative AI solutions to enhance business growth while minimizing business risks in the organization.
Chris Mackintosh
Chief Operating Officer at CCU Global
A trusted industry expert, advisor and global reference point within BPO, Multi-Channel, Omni-Channel Contact, Customer Support, Technical and Outbound Call Center operations. eMail me chris@chrismackintosh.com
Years of SUCCESS transformational leading and servicing the BPO Contact Call Centre Industry
Specialist in all facets of operational leadership and project execution. Expert in service efficiency turnaround including customer satisfaction (C-G-O SAT, NPS, VOC) and developing world-class multi-site, multi-country center(s) operational performance.
Deeply conversant with international industry legislation and dynamics synonymous within the Philippines, India, South Africa, GCC, UAE, South America, Kenya, Ghana, Thailand, Vietnam, USA, Australia and UK markets. Repeated success exceeding "KPI’s" and Metrics whilst adhering closely to quality and compliance.
Dan. Villaroman Ramirez
Head of Business Excellence at Insular Life Assurance Co., Ltd.
Dan is a Business Transformation Professional with years of leadership experience in reshaping an organization's PEOPLE, PROCESS and TECHNOLOGY domains through Customer Experience Management, Process Improvement and Innovation. As a certified Lean Six Sigma practitioner and a Customer Experience professional, he is now currently leading transformation efforts for a 110 year old multi-billion dollar life insurance company in the Philippines.
Previous Speakers
Brano Vargic
Chief Digital & Transformation Officer | COO | Executive Team Member at Phu Hung Life Insurance
Ella Nguyen
Co-Founder and CGO for Innovature BPO.
Speaker Profile
Chu Hong Hanh
Head of Innovation Lab ACB - top largest banks in Vietnam
Speaker Profile
Ha Nguyen
Head of Operational Risk Management Department of Orient Commercial Joint Stock Bank (OCB)
Speaker Profile
Phu Pham
Senior Manager of Innovation and Customer Experience Delivery at Techcombank (TCB).
Speaker Profile
Evy Nguyen
Head of Customer Experience of Viet An Group
Speaker Profile
Thi Nguyen
Country Sales Director, Vietnam
Uniphore
Mr. Thi has 20+ years of experience in Sales and Consultancy organizations of IT, Customer services solutions, E-Commerce and Mobile/Web/Software product development.
Passionate about growing customer experience, employee experience & performance, enterprise revenue & profit.
Had the opportunity to work with many customers cross industries (BFSI, Retail, Logistic & Transportations, FMCG) and technology leaders (Avaya, Cisco, EMC, Salesforce, SAP, Oracle, Nice, Uniphore etc).
Brano Vargic
Chief Digital & Transformation Officer | COO | Executive Team Member at Phu Hung Life Insurance
Senior leader with cross-functional and cross-cultural experiences in fin-tech, consumer finance, banking and life-insurance sectors in Europe and Asia. Investor, senior advisor and board member in several start-ups. Executive roles in Digital, OPS, HR, M&A, Project management and Business Development.
Fintech and Insurtech enthusiast with digital transformation hands-on experience and sharp focus on customer centricity. People focused leader with strong ability to formulate strategies and drive for execution. Conceptual decision maker understanding interdisciplinary dependencies among different parts of organisations. Proven track record in Hay Group, Raiffeisen Bank International Group, Home Credit and Phu Hung Life Insurance. MBA programs lecturer in Austria, Slovakia, Latvia and USA. Professional network NGO leader with ability to execute turn-around change management. Block-chain, Crypto and De-Fi believer.
Ella Nguyen
Co-Founder and CGO for Innovature BPO.
Ella has 15 years of experience in marketing, communication, and business strategy and has set up an outsourcing business named Innovature Consulting and has been the Co-Founder and Managing Director, since 2015. At Innovature, Ella manages the operations of a BPO hub with nearly 100 employees including Vietnam and Philippines offices. She also directs sales and marketing strategies to keep expanding the outsourcing business and the brand of Vietnam offshore solutions to the US market via business conferences in Las Vegas and the Silicon Valley, exhibition shows in Singapore and also runs B2B webinars .
Chu Hong Hanh
Head of Innovation Lab ACB - top largest banks in Vietnam
Ms. Hanh owns more than 13 years of experience in banking services, especially digital banking and digital transformation strategy. Besides, Ms. Hanh is also an expert in the field of banking technology, understands customer insights and has experience in building a cooperation ecosystem with large enterprises.
Ha Nguyen
Head of Operational Risk Management Department of Orient Commercial Joint Stock Bank (OCB)
Ha Nguyen, Head of Operational risk management, Risk Transformation Product Owner, Digital banking (13 year experience in commercial banking)
Phu Pham
Senior Manager of Innovation and Customer Experience Delivery at Techcombank (TCB).
Phu, Pham Huynh Thien - Senior Manager, Innovation and Customer Experience Delivery. Phu has 10 years of working experience in Customer Service and Customer Experience industry with the role Head of Customer Service at several e-commerce companies such as Zalora, Lazada, Traveloka, and Adayroi. Then, Phu move to FMCG companies with the same role such as Philip Morris International and Novaland Group. Phu graduated from Social Sciences and Humanities University - HCMC National University with the major of International Relations. Besides, Phu also has the certificate of COPC - HMPT Training (in Jakarta, Indonesia) and Global Group Training Certificate (GTC).
Evy Nguyen
Head of Customer Experience of Viet An Group
As an honorary instructor of Marketing, with more than 10 years of experience working in the field of marketing and customer service, her contributions are extraordinarily valuable to the company as well as customer. She helps to build a seamless journey to connect every touchpoint together in order to serve customers better. With a digital transformation certificate from University of Virginia, she has consulted and executed plans for big brands such as: Thaco, Hennessy, Oppo, Saint-gobain, etc.