SUMMIT PROGRAM

 8.00 am

Registration & Breakfast

9.45 am

Opening Remarks by Summit Chairman

Nitin Bhat, Partner, Frost & Sullivan

10.00 am

Ramping up for the rebound: Smart strategies to think about for today & tomorrow

Lulu Espino Ng, Vice President, US Inbound, APAC & EMEA Global Services & Support, Operations Site Leader, Asia Regional Operations Centre, Western Union Financial Services

10.30 am

Case Study: The ROI of employee Engagement Datacom

• Why we need engaged employees
  
• Measuring engagement, how and how often
  
• What the data says about the primary needs of our employees
  
• Improving engagement - Linking engagement scores to management KPIs and remuneration
• Corporate social responsibility – how our initiatives create employee engagement
  
• The ROI – what we believe we gain from our employee engagement program

Andy Cranshaw, General Manager of Professional Services, Datacom South East Asia

11.00 am

Morning Refreshments

11.30 am

Contact Center performance is a function of agents & leadership. Do you have the talent it takes?

Jamea Garcia , Talent Development Director, Business Processing Association of the Philippines (BPAP)

12.00 pm

Networking Lunch

1.00 pm

The Mobile Workforce: Enhancing Customer Care with Remote Agents

Ralph Ede, Managing Director - South Asia, GN Netcom

1.30 pm

Using Customer Insights to drive Customer Experience

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

2.30 pm

Afternoon Refreshment

 3.00 pm

“Ask-the-Experts” Panel Discussion 2 – Emerging Customer Relationships in Social Media

Social Media is the fastest growing channel for building customer relationships, with the potential to eclipse other channels in terms of influence and reach. This session will explore the various methods Fortune 1000 companies have used to enter into this space and how they have overcome the fear of online engagement. It will also discuss how leaders can use this channel to increase consumer loyalty and drive value for their organizations.

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

Confirmed Panelists:

• Ralph Ede, Managing Director - South Asia, GN Netcom
• Jamea Garcia , Talent Development Director, Business Processing Association of the Philippines (BPAP)
• Rob Angeles, Founder of Social Media Philippines

 4.15 pm

Closing Remarks & End of Summit