Preparing for the next decade of Customer Interaction
Part of Frost & Sullivan’s Customer Interaction 2011 Series
15 june 2011
DoubleTree by Hilton, Kuala Lumpur
gold SponsorS
media partner
supporting organization
overview
In an increasingly complex environment, improving the customer experience continues to be a top priority for businesses
who want to drive revenue and profitability. Achieving this goal is more difficult as customers exert power in a multichannel world, companies struggle with an explosion of data, and sustaining operational excellence becomes increasingly
more challenging.
Intelligent leaders are approaching these challenges in new ways, especially by addressing their multi-channel environments
with an understanding of customer profiles and behavior. Achieving and sustaining greater customer loyalty requires new
operating models that embed this “new intelligence” to ensure their people, processes, infrastructure, and governance drive
optimal customer interactions.
Join Frost & Sullivan and industry experts as we discuss how enterprises need to be anticipating their customers’ needs and
proactively reaching out to their customers to optimize customer experience. At this summit, we’ll explore how to:
• Develop most effective strategies for Next-Gen Care
• Leverage predictive analytics to provide new intelligence
• Top 10 Global Mega Trends and Their Impact on Customer Expectation
• Optimize Customer Experience with predictive customer analytics
• Improving customer interactions, loyalty, and organizational productivity with unified solution
• Breaking through the Country Specific Challenges in IT adoption and Consumer Markets
• Cloud Computing & the Contact Center : What’s in it for you?
• Remote/ Hosted Contact Centre Services
• Mobile CRM
• Workforce Optimisation as a Profit Centre
• Outlining the Innovation of Next-Generation Customer Interaction
• Reach the right person at the right time via the right channel
Close the data loop and ensure that the actions you take with your customer today will impact your future relationship
with your customer. Exchange your experience and viewpoints with our panel of experts during various interactive Panel
Discussion Sessions throughout the summit.
WHO SHOULD ATTEND
Executives seeking to deliver customer experience and excellence in customer satisfaction, including Vice
Presidents, Directors, Heads and Managers of:
Job Function:
• CIOs, CTOs, COOs and Heads of IT
• Operations
• Contact Centers
• Quality Assurance
• Customer Service/Customer Care
• Sales & Marketing
• Customer Analytics
• Business Development
• Customer Contact
• Planning & Business Support
• Customer Experience
• Process
• Customer Satisfaction and Loyalty
• Outsourcing
• Customer Strategy
• Human Resource
• Customer Support
Region:
• 90% Local
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• 10% rest of South East Asia
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Breakdown per industires
Breakdown per JOB TITLES
3%
7%
3%
5%
10%
22%
3%
25%
25%
10%
22%
35%
15%
15%
22%
22%
Banking, Financial Services and Insurance
15%
Business Process Outsourcing (BPO)
15%
10%
3%
3%
3%
7%
Telecommunication
5%
C-Level: CEO, CIO, CTO, CSO, President Director,
Managing Director, President, Chairman
25%
Senior Level: Director, Senior VP, VP, Head of Department
Hospitality
35%
Middle Level: Assistant Director, AVP, Senior Manager
Government Bodies/ Regulators
25%
Manager: Managers
Airline & Transportation
10%
Others: Media, Executives
Logistics
Manufacturing 3%
Others (Healthcare, Automotive, Real estate etc)
Testimonial from Customer Contact 2010, Malaysia - Delegate Testimonials
“A yearly convention that enables you to build networking with other service providers.”
Hazlina Abdul Razak, Head of Contact Center, Time DotCom
“Good range of speakers - good platform for knowledge-sharing among contact center managers.”
Nik Faizah Nik Mahmood, AVP1, CRM, Sime Darby Property
“A great forum to re-focus and strategize while catching up on the latest trends and technologies.”
Sharon Woo, Head Contact Center, Alliance Bank
ABOUT FROST & SULLIVAN
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and
achieve best-in-class positions in growth, innovation and leadership. The company’s Growth
Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research
and best-practice models to drive the generation, evaluation, and implementation of powerful
growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global
1000 companies, emerging businesses and the investment community from more than 40
offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
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SUMMIT agenda - 15 June 2011, Wednesday
8:30 am
Registration & Exhibition
9:00 am
Social Networking Session and Chairman’s Opening Remarks
Shivanu Shukla, Associate Director, Frost & Sullivan
9:15 am
KEYNOTE #1: Winning Strategies for Next-Gen Care
Customer interactions are becoming more immediate and transparent across more channels. At the same
time, each channel is becoming increasingly connected and sophisticated. Contact centers that started with
infrastructure phone-based agents are finding it challenging to shape the customer experience as customers
expect more seamless integration of their experience across channels and more personalized service from
each interaction.
This session will examine the alternatives to traditional agent-centric technology deployments and evaluate
a new customer-centric approach. We’ll explore
• How customer needs and expectations are evolving
• The causes of today’s customer care model and trends leading to a transformation
• Key strategies to transition and differentiate your customer service
• Best Practice/ Strategies in Customer Engagement
• Integrated Customer Care Management across multi-channels
Rozalila Abdul Rahman, Chief Marketing Officer, Telekom Malaysia Berhad
9:45 am
Predicting Customer Behavior
The session will address the power and application of internal and external customer insights, and offer
practical advice on developing a unified analytics strategy. Learn how to optimize Customer Experience,
delight your customers, build your brand and lower operating cost with predictive customer analytics
OR
Workforce Optimisation as a Profit Centre
10:15 am
The Social Media Customer Care Maturity Model: How Do You Stack Up?
Social media, such as Twitter and Facebook, have not only changed how individuals work, socialize, and
communicate, but it is also changing the nature of customer service and the customer experience.
Organizations seeking to enhance their relationships with existing customers and attract new ones, need to
understand the role that social media can play within a customer collaboration strategy.
Key Take-Aways:
• A guide to the five stages of the Social Media Customer Care Maturity Model
• Examples of organizations and leading practices within each stage of the model
• Participants will determine where their organizations fall in the model and hear best practices on how
they can progress from basic listening on social media to proactive engagement
• 10 Things that Challenge the Customer Care Maturity Model
10:45 am
Networking, Refreshments and Exhibition Break
11:15 am
All New VoIP “end-user” experience - Mobility: Innovation revealed
Organisations equip information workers with mobile technologies to enable more effective customer
interactions or to facilitate remote work. And sometimes information workers equip themselves with
mobile devices, whether or not their firms support those devices. In both cases, mobile devices may make
information workers more effective—or not. This session will examine the opportunities and challenges
associated with implementing mobile technologies.
OR
Mobile CRM
Examine how Mobile CRM makes it more convenient and efficient for your staffs to interact with customers
and to take what was previously desktop applications on the road
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SUMMIT agenda - 15 June 2011, Wednesday
11:45 am
This session will feature 3 key industry experts sharing their views on the topic of
Futurist Vision: Outlining the Innovation of Next-Generation Customer Interaction
Evolving industry trends and changing market conditions drive the landscape and transformation is needed
if we are to remain key participants. We have heard about what is driving the market today in earlier
sessions. Now - what does the future hold? Where do we go from here? What can we expect with the
innovation & technology investments made towards improving customer satisfaction to date? How is the
software developer community doing? What do they want that they don’t have now? How do we go about
meeting expectations of the younger generation (Gen X and Gen Y)?
12:15 pm
Interactive Panel Discussion: Breaking through the Country Specific Challenges in IT adoption and
Consumer Markets in Malaysia
• Cloud Computing & the Contact Center : What’s in it for you?
• Tackling the Enterprise Mobility challenges
• What are the cutting edge technologies & processes
• Reaching the right person at the right time via the right channel
• Integrating customer channels and managing multiple devices
• The new generation of “Now” - the customer wants instant response on customer interactions
Moderator:
Shivanu Shukla, Associate Director, Frost & Sullivan
Panelists:
Andreas West, Senior Vice President - Customer Management, Celcom
Halimah Bt Abdullah, Head of Customer Service, Maxis
Aminudin Zainodin, Senior Manager - Contact Centre, AmBank
Nirinder Singh Johl, President, The Customer Relationship Management and Contact Centre Association of
Malaysia
1:00 pm
Networking Luncheon and Exhibition
There will be a variety of topic tables to choose from for luncheon discussion. We would be dividing
the room in to group of 9 and place one Facilitator in each group. The Facilitator will be posting 3-4 key
questions. Each group would be encouraged to brainstorm on best ideas and insight they would have about
the questions. This is the time for you to voice out your ideas and concerns. Be prepared to get first hand
insights from your industry peers and colleagues too.
Topic 1: Delivering Customer Experience Via Cloud
Topic 2: Operationalising Social Media for Delivering Exceptional Customer Experience
Topic 3: Predictive customer analytics & Customer Experience
2:00 pm
Top 10 Global Mega Trends and Their Impact on Customer Expectation
This presentation sets the stage for visionary thinking by identifying the most important global mega trends,
potential scenarios of specific trends in 2020, and the implications of these mega trends and their impact
on customer expectation. In the high-energy interactive session that follows, you will brainstorm with fellow
participants to identify the most pertinent global forces which can impact your business and personal lives,
and the next generation business models for success.
Key Take-Away:
• A methodology for identifying, defining and evaluating mega trends and their implications for your
industry and your organization
• Insight on opportunities/threats arising out of future mega trends, and on preparing contingency plans
based on probable scenarios
• A fresh approach to gauge the future direction of the mega trends to develop appropriate market
strategies
• Ways to analyze growth opportunities in your industry and generate powerful ideas for design/
development and technology planning
Shivanu Shukla, Associate Director, Frost & Sullivan
Visit us at http://www.frost-apac.com/ci/malaysia | Email: apacfrost@frost.com
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2:30 pm
Remote/ Hosted Contact Centre Services
Leveraging on Remote/ Hosted Contact Centre Services to improve communication with customers,
achieving productivity and efficiency gains at the same time
• Outsourcing Business Models
• Why outsource: Lesson from the Enterprise
• Managed Contact Center Solution
• Revenue Opportunities: The Service Provider Perspective
• Infrastructure for Outsourced Contact Centers
Senior Representative from Interactive Intelligence
3:00 pm
Case Study: Improving customer interactions, loyalty, and organizational productivity with unified
solution
Haytham Sawalhy, Director of CRM Solutions - Asia Pacific, Orange Business Services
3:30 pm
Networking, Refreshments and Exhibition Break
4:00 pm
Interactive Panel Discussion: Transforming Customer Experience, It Isn’t Just Talk
• The 360 Opportunities & Challenges in Customer Interaction
• How proactive should our customer service be?
• Is Predictive Analytics the key to better outcomes and improved customer intimacy
• Social Media - Friend or Foe. Are you prepared for the change? Social Media & ROI
• Meeting expectations of the younger generation (Gen X and Gen Y)
Moderator:
Shivanu Shukla, Associate Director, Frost & Sullivan
Panelists:
Stuart Pack, CEO, Prince Court Medical Centre
Rozalila Abdul Rahman, Chief Marketing Officer, Telekom Malaysia Berhad
Norlida A.Manaf, Head of Customer Relationship Management, Sime Darby Property Berhad
Veronica Joy, Lecturer of Faculty of Business & Management, APIIT UCTI, Malaysia
4:45 pm
Key Takeaways from the Sessions & Closing Remarks
5:00 pm
End of Summit
*Frost & Sullivan reserves the right to amend the agenda as deemed necessary, without prior notice
Preparing for the next decade of Customer Interaction
Part of Frost & Sullivan’s Customer Interaction 2011 Series
6
15 June
28 July
Kuala Lumpur,
Malaysia
Singapore
15 -16
September
Manila,
Philippines
16 November
Jakarta,
Indonesia
Visit us at http://www.frost-apac.com/ci/malaysia | Email: apacfrost@frost.com
1-Day Intensive Masterclass Workshop A
Operationalising Social Media for Delivering Exceptional Customer Experience
16 June 2011 • 9.00 am - 5.00 pm
Social media offers individuals and organizations an unrivalled opportunity to speak directly to the people who are most
likely to be interested in what you have to say. They also make it easy to conduct market research and track awareness of
your business issue, products or services. The challenge is that with so many social media tools to choose from, how do
you choose the right tools? This session will address core issues such as identification & selection of existing useful tools,
future technologies/services, engaging & integrating social media and how businesses can get the most out of your business
networks.
How you will gain from this outstanding workshop
• Save hours with step-by-step guide to set up your social media platform & strategies
• Enjoy highly personalized, expert coaching to help you address all your social media issues and challenges
• Learn Best Practices on Social Media Channel Identification, Social Media Response Strategies & Social Media
Integration
• Sharpen your skills to deal with customer expectation and avoid mismatch between the organization’s approach
to customer expectations and what customers actually want
Imagine: by the end of this practical workshop, you’ll be able to
• Gain insight on the best techniques for incorporating social media (Facebook, Twitter, Linked In, YouTube etc)
into the contact centre
• Spot the impending challenges on your social media strategies
• Work out considerations on implementing an agile social media strategy in your ogranisation
• Develop skills to Deliver Consistent Customer Experience in a Multi-Channel World
• Integrate multi-channels to enhance Customer Experience
• Build different ways to meet customer needs over social networking as well as over the phone, in e-mail, text
messages
• Understand Gen X and Gen Y and making use of new media to each out to them
• Comprehend what organizations are lacking in providing excellent customer experience & learn about the
value of negative review
Why is this Masterclass unique?
• You will adopt a hands-on-approach to get the know the key concepts and apply them through the use of “live”
social media specific case studies
• You will use practical case studies to discuss and evaluate proposals and decide which strategies works best for
your organization
• You will understand key stakeholders’ concerns in implementing social media strategies
• You will participate in role-playing to better understand the position of Chief Customer Experience Manager/
Chief Marketing Officer, Head of Call Centre, Head of Service Quality, Head of IT & your customers in various
scenarios
• Your coach is a true professional senior analyst and expert in Social Media and Contact Centre arena
Presented by: Shivanu Shukla, Associate Director, Frost & Sullivan
Visit us at http://www.frost-apac.com/ci/malaysia | Email: apacfrost@frost.com
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1-Day Intensive Masterclass Workshop B
Virtualising your Contact Centre & Putting it in the Cloud
- This workshop is your first step to virtualisation & cloud strategy
14 June 2011 • 9.00 am - 5.00 pm
Many are reaping the benefits of virtualization of contact centre. How can you realize the full benefits? Where you stand
along the timeline of Virtualisation Evolution? How a virtualised contact centre enables your ogranisation and you as a
Contact Centre Manager? This session will cover the technologies, industry trends, concepts and solutions that are driving
IT virtualisation. This workshop will initiate the mapping of business strategy to a preliminary IT roadmap.
How you will gain from this outstanding workshop
• Save hours with step-by-step guide to virtualise your IT infrastructure
• Develop a focused Virtualisation Evolution & Cloud strategy - Transform IT into business value
• Understand the challenges in moving to the cloud & be empowered to make informed decision
Imagine: by the end of this practical workshop, you’ll be able to
• Embrace the technical, operational, financial and industry issues you face
• Reach beyond the confines of technology silos?
• Find out whether virtualisation justifies investment?
• Spot the impending challenges on your virtualization/ cloud strategy
• Work out considerations on implementing virtualization strategy in your organisation
• Develop skills to develop and implement your virtaulisation road map
• Understand effective strategies to save cost and better measure employee productivity
• Discover whether cloud strategy is meant for your contact centre
Why is this Masterclass unique?
• You will adopt a hands-on-approach to get the know the key concepts and apply them through the use of “live”
social media specific case studies
• You will use practical case studies to discuss and evaluate proposals and decide which strategies works best for
your organization
• You will understand key stakeholders’ concerns in implementing social media strategies
• You will participate in role-playing to better understand the position of Chief Customer Experience Manager/
Chief Marketing Officer, Head of Call Centre, Head of Service Quality, Head of IT & your customers in various
scenarios
• Your coach is a true professional senior analyst and expert in Social Media and Contact Centre arena
Presented by: Shivanu Shukla, Associate Director, Frost & Sullivan
8
Visit us at http://www.frost-apac.com/ci/malaysia | Email: apacfrost@frost.com
About your workshop presenter
Shivanu Shukla
Associate Director
Frost & Sullivan, Asia Pacific, Singapore
Shivanu has 7 years of experience in technology assessment, strategy consulting and market research across Asia Pacific,
including Emerging Technology Adoption Modeling, Market Opportunity Identification, Growth Strategy & New Market
Entry Strategy, Go-to-Market and Channel Strategy and Competitive Strategy & Alliances. He is a Bachelor of Engineering
in Electrical Engineering and Minor in Technopreneurship from the National University of Singapore, Singapore
Shivanu is a renowned consultant with experience in working with C-level and Senior Executives from Software, Networking
hardware, Applications and Telecom vendors and service providers , covering broad range of sectors within ICT including
• Contact Centers, Customer Experience & Business Process Outsourcing Services
• Unified Communications & Collaboration (Telephony, Business Video, Conferencing, Mobility, Presence)
• Enterprise Social Networking & Social Media
• Cloud Services
Shivanu brings to the workshop
• Strong Analytical & Modelling skills to qualify Market Trends and quantify Market Opportunities
• Strong background in developing consulting frameworks and methodologies
• Excellent Presentation & Communication skills having delivered keynote presentations at numerous industry events,
vendor roadshows, channel conferences and sales kick-offs
• Deep understanding of the ICT market challenges that helps in building a clear understanding of the clients’ problem
Testimonial from Customer Contact 2010, Malaysia - Delegate Testimonials
“Frost & Sullivan’s event is a good place to meet competitors and prospects.”
Gopi Ganesalingan, Director, Lava Protocols
“This Summit introduced topics for discussion which are highly relevant to the Contact Centre Industry.”
Puteri Suraya, General Manager BPO Shared Services Management, Telekom Malaysia-VADS
“Up-to-date information on Contact Center industry.
Able to provide recommendation on what is going to be the future road to customer service industry.”
Aminudin Zaiodin, Head of Contact Centre, AmBank Malaysia
“Great forum for networking and knowledge sharing.”
Sean Tan, Vice President, CIMB Bank
“A good mix of speakers from different backgrounds sharing their experiences and personal insights.”
Joyce Shak, SVP, Head of Branch Operations, Service Quality & Development, Alliance Bank
“A great opportunity to network and get updated on new technologies and best practices.”
Shahidah Ridwan, General Manager, Telekom Malaysia-VADS
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9
2011 Calendar of Events
March
(S) 5 th Annual OSS BSS Asia Pacific Summit
Singapore
(S) OSS BSS Australia 2011
Sydney
6
(S) Customer Contact Australia
Sydney
12
(S) Growth, Innovation and Leadership Congress 2011: Malaysia
Kuala Lumpur
13
(B) 2011 Frost & Sullivan Malaysia Excellence Awards
Kuala Lumpur
MAY
25
(B) 2011 Frost & Sullivan Indonesia Automotive & Transpor tation Awards
Jakar ta
June
2
(L) 2011 Frost & Sullivan Asia Pacific Aerospace & Defense Awards
Singapore
9
(B) 2011 Frost & Sullivan Asia Pacific ICT Awards
Singapore
15
(S) Customer Interaction Malaysia
Kuala Lumpur
(S) Growth, Innovation and Leadership Congress 2011: Japan
Tokyo
12
(L) 2011 Frost & Sullivan Japan Excellence Awards
Tokyo
14
(S) Growth, Innovation and Leadership Congress 2011: Korea
Seoul
14
(L) 2011 Frost & Sullivan South Korea Excellence Awards
Seoul
28
(S) Customer Interaction Singapore
Singapore
28
(B) 2011 Frost & Sullivan Green Excellence Awards
Singapore
(S) Machine-to-Machine Asia Pacific Summit
Singapore
23 - 24
April
5
July
12
August
2
September
8
(B) 2011 Frost & Sullivan Innovative Excellence Awards
15 - 16
(S) Customer Interaction Philippines
October
8
“Frost the Trail” Singapore Corporate Challenge 2011
Kuala Lumpur
Manila
Singapore
16
“Frost the Trail” Malaysia Corporate Challenge 2011
Kuala Lumpur
12
(B) 2011 Frost & Sullivan Asia Pacific Best Practices Awards
Singapore
(S) Growth, Innovation and Leadership Congress 2011: Singapore
Singapore
(B) 2011 Frost & Sullivan Australia Excellence Awards
Sydney
12 - 13
27
November
15
(S) 4 th Annual Indonesia Telecoms International Summit
Jakar ta
15
(B) Indonesia Excellence Awards 2011
Jakar ta
16
(S) Customer Interaction Indonesia
Jakar ta
(L) Luncheon Award
(S) Summit
(B) Award Banquet
* Updated as of May 2011. Information is correct at the time of update. Subject to changes without prior notice.
10
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Preparing for the next decade of Customer Interaction
14 - 16 JUNE 2011 ▪ kuala lumpur
5 Easy Ways To Register:
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registration fee includes access to all the sessions,
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CC Workshop
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