Michelle Shiers


Chief Customer Service Officer
Telstra


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 

9:30 AM Delivering Consistent Customer Experience Across Markets in Asia

·         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?


Check out the incredible speaker line-up to see who will be joining Michelle.

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