Chief Customer Service Officer
9:00 AM Cultivating a Customer-Centric Culture from Within Your Organisation to Ensure Outstanding CX
· Linking employee motivation with the organization’s CX delivery
· Optimizing employee and workplace experience to truly transform operations and improve interaction with the customer
· Leveraging staff insights through Voice of the Employee programs
· Building your company’s CX strategy – what are the core values and philosophies and how are you adapting to the changing consumer landscape?
· Executing customer experience programs across different regions in Asia – reviewing effective localization strategies and pitfalls to avoid
· Developing a customer-first culture: How are you breaking silos, effecting change and aligning customer experience delivery across different departments, offices and regions?