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CX Leaders Sit-Down
Topic:
Overview
Cloud-based contact centers with omnichannel support customer service is a powerful tool for enhancing the customer experience (CX). By leveraging the scalability and flexibility of cloud technology, companies can improve engagement, productivity, and communication channels with their customers. With features like interactive voice response, call routing, screen sharing, and video conferencing all in one centralized location, companies can provide a seamless and efficient customer service experience.
Furthermore, cloud-based customer service platforms can incorporate conversational AI to streamline communication channels and provide customers with a more personalized experience. The natural language processing detects what customers need and then guides them to simple actions for frequently faced problems without speaking to an agent. By utilizing the power of the cloud, businesses can not only improve CX but also achieve greater operational efficiency and cost savings.
As businesses move towards hybrid work, cloud-based contact centers with omnichannel support become increasingly important. Companies can centralize agents' internal and external communications to enable them to deliver frontline services from anywhere, whether working from home or in remote offices. This approach not only provides greater flexibility and job satisfaction for agents but also opens up opportunities for companies to recruit agents from a broader talent pool.
In summary, cloud-based customer service on all-in-one unified communications platform will improve both customer and employee experiences, creating a competitive differentiator and driving business growth. With the rise of remote and hybrid workforces, investing in cloud-based customer service is essential for companies looking to optimize their customer service strategy and stay ahead of the competition.
What are some best practices and strategies that companies can use to ensure a successful transition to cloud-based customer service, and how can they reap the benefits of this technology while minimizing potential challenges or risks?
How can companies leverage AI and machine learning to enhance customer engagement and communication channels?
What are some best practices for implementing and optimizing a cloud-based customer service strategy to improve CX and operational efficiency?
How can companies effectively integrate omnichannel capabilities into their cloud-based customer service strategy to provide a seamless and personalized experience for customers across multiple communication channels?
Venue
Panelists
ANZ
APAC
Panelists
Supply Chain Strategy and Network Operations
APAC
Asia Pacific, Japan, and China, AWS
Panelists
Financial Services Australia & New Zealand
Finance and Performance | Data & Analytics
Panelists
About Vincent
Vincent is leading Anaplan APAC’s Strategy team since 2019, focusing on driving the company’s revenue hypergrowth across the region and formulating & creating value for its largest customers. He is based in Asia since 2004...See more
Panelists
About Harrison
Harrison is a multi-faceted IT professional at Informatica, with a specialist focus on Cloud Application Integration fitting within the Informatica IDMC unified platform offering. He resides in Sydney, Australia; and his focuses have predominately revolved around the sectors of Government, Education, Manufacturing, Healthcare, and Not-for-Profits.
Harrison is driven by looking at the wider outcomes achievable by a technology enhanced organisational strategy, whether that be operational efficiency or enabling innovation. This has seen him achieve outcomes for organisations including migration off legacy systems, cloud modernisation projects, and provision of new IT focused revenue channels.
Takeaways:
Tech talk:
Agenda & flow
11:30 AM - 12:00 PM | Registration
12:00 PM - 12:05 PM | Welcome address
12:05 PM - 12:20 PM | Keynote presentation: "Redefine your customer engagement and experience" by Phillip Zammit, Head of Customer Experience for Asia Pacific and Japan, Zoom
12:20 PM - 1:00 PM | Participate actively with live polls and interactive discussions, making your voice heard throughout the event
1:00 PM - 1:15 PM | Unleash the power of exceptional customer care with an exclusive demonstration of Zoom Contact Centre and Virtual Agent—witness the future of customer service in action!
1:15 PM - 1:20 PM | Closing remarks
1:20 PM - 2:00 PM | Lunch and networking
2:00 PM | Event concludes
