SUMMIT PROGRAM

  9.30 am

Registration

  9.45 am

Welcome Remarks & Overview by Frost & Sullivan

Nitin Bhat, Partner, Frost & Sullivan

  10.00 am

Social Customer Engagement Strategy: Leveraging 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.

Sandra De Zoysa, Group SVP Service Delivery & Enterprise Contact Management Dialog, Sri Lanka

10.30 am

Communicating the ‘Voice of the Customer’ to impact corporate performance & enterprise success

Oscar Sañez, Chief Executive Officer, Business Processing Association of the Philippines (BPAP)

11.00 am

Morning Refreshments

11.30 am

12.00 pm

Communication Enabled Business Processes:
Break the boundaries by integrating Communications into Business Processes

This presentation will look at the future of contact centers and how the integration of communications into business processes will havean impact on efficiency & quality of customer centric strategy of a company.

Rob Delnoij, Director, BCM Field Enablement, SAP Business Communications Management, APAC, Japan & India

12.30 pm

Networking Lunch

1.30 pm

To Outsource or Not? – Making outsourcing work for you

• Why and What should you outsource as far as Customer Service is concerned?
• Partnering with your Outsource Contact Service Provider
• Retaining Control over the Customer Experience even with an Outsource Contact Service Provider
• Performance Measurement – Going Beyond Call Hour computation and Abandonment Rates

Reuben Pangan, Vice President, CRM, Corp Comm and Frontliner Training, Digitel Mobile Philippines Inc. (Sun Cellular)

2.00 pm

Think Tank 1:

Understanding Your Customer: Defining the New Set of Customer Expectations

Objectives: Come up with new KPIs and new customer expectations that contact centers should look at in today’s increasingly competitive environment as well as fast paced communication world

2.30 pm

Think Tank 2:

Handling top Industry Challenges: Identifying Obstacle and Finding Solution

Objectives: Come up with a list of top of mind challenges that contact centers and customer experience managers are facing on a daily basis

3.00 pm

Afternoon Refreshments

3.30 pm

Presentation

James Griffin, Director BPO Quality Council of the Philippines

4.00 pm

“Ask-the-Experts” Panel Discussion 1 – How can Mobile differentiate your customer care model?

Mobile is an increasingly popular channel for consumers to exchange information & services with large enterprises with whom they are spending money. In fact, mobile barriers-to-use are coming down fast with customers becoming less tied to their PCs and as their needs evolve. As our world has becomes more mobile, customer care should too. So how can Mobile decrease your customer care costs, while increasing service quality & revenues? This session will discuss how enterprises can achieve this.

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

Confirmed Panelists

• Sandra De Zoysa, Group SVP Service Delivery & Enterprise Contact Management Dialog, Sri Lanka ,
• Reuben Pangan, Vice President, CRM, Corp Comm and Frontliner Training Digitel Mobile Philippines Inc. (Sun Cellular)
• Rob Delnoij, Director, BCM Field Enablement, SAP Business Communications Management, APAC, Japan & India

4.45 pm

Closing Remarks

5.00 pm

End of Summit Day One