2019年6月19-20日 | 新加坡, Equarius Hotel

会议 第二天

8:15 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Opening Remarks

9:15 am - 9:45 am Breathing Life to your Chatbot: Branding, Personality and Tone

      Injecting corporate and brand identity into chatbot development
      Designing chatbot persona with the right tone, context and language
      Devising effective campaigns to spur customer experience and positive brand outcomes

9:45 am - 10:15 am Leveraging Artificial Intelligence and Predictive Analytics to Personalise Chatbot Experiences

      Taking chatbots beyond functional to personalised customer engagement
      Investing in AI and predictive analytics to bridge customer experience gaps and deliver enhanced business ROI
      Insights into innovative and interesting use cases of AI-powered chatbots to drive customer experience excellence
 
(Reserved for sponsor)

10:15 am - 11:00 am Morning Refreshment Break

11:00 am - 11:30 am Planning Channel Migration to Promote Chatbot Uptake

      Migrating customers from telephone and email to digital usage
      What should an organisation consider and act upon in making chatbots the key communication channel?
      Evaluating tangible and intangible benefits and performance of true omni-channel capabilities and functionality
 
(Reserved for sponsor)
      Enhancing lead generation and customer acquisition with chatbots
      Advancing chatbot engagement with segment-specific customer insights
      How can chatbots enable unified communications and bring in a whole new level of customer engagement?
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Cedric Dias

Head - Digital, Social Media and Product Marketing
OCBC Bank

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Juliana Chua

Head of Digital Transformation
NTUC Income

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Robin Seow

Head of Global Marketing in Group Enterprise
Singtel

12:15 pm - 12:45 pm Strategic Chatbot Rollout from Platform Selection to Integration through to Deployment

Balamurugan Muniraju - Vice President, Contact Centre Operations, Astro
      Capitalising on the growing popularity of messaging platforms and conversational experiences
      Mitigating threats and ensuring user security on internet infrastructure and integrated platforms
      Best practices for building a robust chatbot integration and deployment strategy
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Balamurugan Muniraju

Vice President, Contact Centre Operations
Astro

12:45 pm - 2:00 pm Networking Lunch

2:00 pm - 2:30 pm Digital Innovation: Creating Immersive and Winning Chatbot Experiences with Gamification

      How are chatbots pivotal to creating immersive engagement and complete experiences for customers?
      Incorporating game design principles into a chatbot’s conversational framework
      Gamifying conversations and chatbot funnels to build brand loyalty
 
(Reserved for sponsor)

2:30 pm - 3:00 pm Humanising Chatbot User Experience in a Digital Era

      Enhancing creativity and community in customer interactions
      Infusing the human touch into AI-powered chatbots
      Perfecting the art of service culture to boost customer satisfaction and loyalty

3:00 pm - 3:30 pm Afternoon Refreshment Break

3:30 pm - 4:00 pm Moving Towards Transactional Bots to Monetise Sales and Marketing Opportunities

Anwar Ishak - Head of Digital IT, Digi Telecommunications
      How are chatbots modernising sales and marketing and the entire customer journey?
      Enabling user authentication and access to purchase history to better streamline customer transactions
      Integrating chatbots with CRM for accurate insights on sales opportunities
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Anwar Ishak

Head of Digital IT
Digi Telecommunications

4:00 pm - 4:30 pm Enhancing Workforce Productivity and Operational Efficiency with Chatbots

Yohanes Paulus Bisma - Systems Automation, Chatbot & Web Engineer, Performance Excellence Program - NatSteel Holdings
      Identifying and prioritising key workforce aspects for chatbot applications
      Shifting the focus of workforce to service delivery and customer experience
      Boosting performance and productivity in the workplace through chatbots
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Yohanes Paulus Bisma

Systems Automation, Chatbot & Web Engineer
Performance Excellence Program - NatSteel Holdings

4:30 pm - 5:00 pm Revolutionising Customer Experience and Achieving Cost Savings with Problem-Solving Bots

Seshadri Vyas - Product Head, Customer Experience, Go-MMT Group
Shweta Modi - Director, Process Excellence & NPS, Go-MMT Group
      Scaling chatbots for maximum business impact and an improved bottom line
      Fine tuning chatbots for effective enquiry handling and complaint resolution
      Attaining operational excellence with chatbots in process automation and service efficiency
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Seshadri Vyas

Product Head, Customer Experience
Go-MMT Group

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Shweta Modi

Director, Process Excellence & NPS
Go-MMT Group

5:00 pm - 5:10 pm Chairman’s Closing Remarks & End of Summit

* 活动内容有可能不事先告知作更动及调整。