Design customer-centric experiences through digital transformation
2020 was the year of digital connection that no one expected. COVID-19 brought about a surge in digital connection as businesses scurried to digitalise for business continuity. Businesses worldwide suffered from many operational issues, and customer engagement hubs were put to the test. Many struggled with increasing customer demand and the need to keep up with customer service – all while contact centres were forced to adopt remote working arrangements, inevitably affecting their operations.
CX leaders are now focusing on designing customer experiences that centre around true customer engagement and rapidly adapting to new communication channels.
- What steps are companies currently taking to improve CX? What works best?
- How can investing in CX initiatives significantly increase revenue for businesses?
- What are the main challenges in procuring customer engagement?
CMO at Shipper
SVP of Mobility Products and Marketing at PCCW
SVP at Indosat Ooredoo
VP of Product Management at KoinWorks
VP of Engineering at KoinWorks
Head Of Customer Service at JD.ID
Head of Marketing & Communications at Nasdaq
Head of Digital Transformation at Home Credit
Head of Customer Operations at LinkAja
Head of CX at BukuKas
Senior Manager of UX at Shipper
10:50 AM Log in of the guests
11:00 AM Welcome by The Ortus Club and short address from Twilio
11:15 AM Discussion instigated by the moderator and continued by the group
12:00 PM Discussion brought to a close