150+
Attendees
50+
Speakers
24+
Sessions
6
Interactive Discussion Groups
2
Dedicated Workshop Days
#1
Customer Contact Conference in Asia
The role of the customer contact function needs to evolve alongside changing customer expectations - what does it need to look like, and what does "excellence" now mean?
The concept of "do more with less" applies with the myriad of technology options available for customer contact functions; but leaders need to first identify which tools are fit-for-purpose, and how they can further enhance digital capabilities to drive efficiency and productivity.
Agent Experience in Digital Operations
Finding the right balance of "Human-Technology" remains a challenge, and customer contact leaders need to explore how to empower agents with the necessary skillsets and tools and ensure a culture of continuous improvement is in place to truly leverage the power of digital operations.
Customer contact functions traditionally focus on reactive support, but this is now a dated concept. As customers enjoy easy access to information across multiple channels, customer contact functions need to adapt and provide proactive service to retain their competitive advantage.
The region's customer contact functions not only face the interesting challenge of delivering service to a multi-cultural customer base, but need to also manage the delicate balance of optimised workforce and seasonal customer demand. How can customer contact leaders navigate through the peaks - and lulls - while maintaining cost-effectiveness and productivity?
"A happy customer is a returning customer" - this is a mantra that is ever more important in an era of economic uncertainty where customer contact functions are expected to demonstrate cost-savings and revenue-generation potential. The focus on improved customer engagement and satisfaction contributes to stronger customer advocacy; thereby improving business success.
Explore the newest innovative solutions and technologies from Exhibitors
Network, engage and discuss with your peers in the Customer Contact community
Stay ahead of the curve and gain insights on new ideas and perspectives from expert industry leaders
Stay ahead of the curve and gain insights on new ideas and perspectives from expert industry leaders
The 14th Customer Contact Week Asia 2023 (CCW Asia 2023) concluded with resounding success.
We are delighted to share that this year’s conference welcomed close to 200 attendees, reflecting the growing interest and importance of customer contact in the Asian market. It is noteworthy that 80% of the attendees were directors or held higher positions, highlighting the calibre of professionals who graced the event.
We were honoured to have representatives from esteemed companies such as AIG, A.P. Moller-Maersk, CPF Board, ANZ, Johnson & Johnson, DSKH, Frasers Hospitality, Ikano Retail (IKEA), M1, U Mobile, and many more attend CCW Asia. The collective expertise and diverse perspectives brought by these companies made CCW Asia 2023 an enriching and insightful experience for all.
The 14th Annual Contact Centre Week Asia, is an extension of the 19th Annual Call Center Week from Las Vegas USA!
CCW is a must attend event for businesses offering solutions to Heads/Directors/Managers of Contact Centre, Operations, Service Delivery and more.
Solution-oriented opportunities to engage with decision makers who specifically want to learn how your solutions can help solve their organisational goals, including IDGs and more.
CCW is Asia's #1 Regional Contact Centre event, ensuring maximum exposure and branding. Position your brand as an industry leading solution now!
Enjoyable!
Great networking and industry knowledge sharing!
Thanks for giving us the platform to share the work we are doing at CPF”
Thanks all, it was a good discussion!