"Building Quick Wins in an Economic Downturn - Harnessing IT for Customer Care & Retention"
IDC's Asia/Pacific Advanced Customer Care and Retention Conference 2009 Conference
IDC's Asia/Pacific Advanced Customer Care and Retention Conference 2009
9.00 am
Registration and Welcome Coffee & Tea
9.30 am
Welcome Address and Opening Remarks
Dave Marks Consulting Director, Asia/Pacific Consulting Research, IDC Asia/Pacific
9.45 am
Building Quick Wins in an Economic Downturn - How Companies Can Use Advanced Customer Care and Retention Approaches to Minimize the Impact of the Economic Crisis
Claus
Mortensen Principal, Asia/Pacific Emerging Technologies Research
, IDC Asia/Pacific
10.15 am
How to exceed customer expectations by consistently delivering excellent customer service
Rob Delnoij, Regional CRM Solution Principal - Asia-Pacific & Japan, SAP
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CXOs are recognizing that first-rate service is crucial to enhancing customer satisfaction and ensure loyal customers. Meanwhile, customers are communicating their product and service experiences – good and bad – for all to see on the Internet. Service delivery is becoming more and more the moment of truth that can determine customer loyalty and influences long-term profitable growth. Learn how a customer centric strategy will enable your organization to deliver the exceptional customer service essential to differentiating your business from your competitors in these difficult economic time.
10.45 am
Coffee Break
11.15 am
Chairperson’s remarks
Dave Marks Consulting Director, Asia/Pacific Consulting Research, IDC Asia/Pacific
11.25 am
Reinventing the Contact Center for a Customer-empowered World
Benny Lee, Managing Director, Unified Communications, Asia Pacific, Cisco
The contact center is often viewed as a necessary evil—both by companies and their customers. To companies, it can be an expensive cost center that produces vague and unmeasurable results. To customers, it can represent an unsatisfactory end to a frustrating quest through the labyrinth of an interactive voice response (IVR) menu.
We need to explore new ways of thinking about contact centers, in order to transform them from a large expense on the balance sheet to a business differentiator that actually creates value for both the organization and their customers.
A robust Contact Center is also an essential business strategy for Business continuity / disaster recovery (BC/DR) which makes up part of the best practices for organisations today. With constant threat of terrorism, malicious hacking, geopolitical tension and natural catastrophes, the security and resilience of an organisation's Contact Center infrastructure have become a top concern for businesses and management.
Samantha Wan Marketing and Events Executive Tel: +852-2905-4247
Fax: +852-2537-7347
Email: swan@idc.com
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