9 & 10 October 2019, Marina Bay Sands Singapore 

 We now live in the world where change is constant, catalyzed by digitalization and consumers have become more sophisticated, connected, empowered by accessible information and knowledge. Nine (9) traditional channels of customer service today are predicted to increase to 11 channels, accelerated by digital dominance in the next 12 months (Global Benchmarking Report).While mobile applications are getting more prevalent, one of the emerging channels of interest is Messaging, where potentially high demands, adoption and opportunities were noticed.

Each and every one of us are Consumers and it is interesting as we try “Decoding the New Consumer Mind” (Kit Yarrow).“I Want What I Want When I Want It” have made accessibility to consumption of services –anytime, anywhere - the new baseline. The stakes get higher in this digital age as consumers can be at multiple places at the same time, short of saying, we are perfecting the art of cloning. Surfing the website or app, having a web-chat, sending an email or text message and even putting the call to the customer service hotline on a speaker phone with the single objective of getting our answers and our needs addressed when we wanted it.

All of us as customers yearn to be treated with a personalized service, curated for a segment of one. Expecting each and every business organizations to know our life time value and potential to their business. Question remains how real is the problem above, how complex, how consistent are the responses across the various channels, how is it impacting the business operations of the various channels and how agile is the business in addressing to customer needs today and beyond.

If we are to take a step back and review the basics of Augmented Intelligence, Brand Influence, Customer Journey Innovation and Data Insights, coupled with a conscious effort to ensure customer adoption and sustainability across the various innovations, we may have the right ingredients as the baseline to serve the customers of the today and beyond.

Join us on 9th & 10th October 2019 at the Marina Bay Sands, Singapore as we go deep dive into the discussion and networking of the theme.

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For enquiries, please email secretariat@ccas.org.sg or call at +65 6CONTACT (+65 6266 8228).