The Era of Rising Customer Expectations Delivering Personalised Customer Experience to Drive Customer Loyalty & Revenue Daniel Ord Global CX Expert Asscociate Faculty OYAGSB Exclusive Masterclass in Customer Experience by : Jonathan Low CSP PCC Global Speaker, Execuve Leadership & Success Coach, Author Asscociate Faculty OYAGSB Special Appearance : Oliver Woods Internaonal Digital and Social Media Strategist Director of Digital and Social Strategy Red2 Digital Second Special Appearance : Speakers : Programme designed for all Sectors including Civil Service, State Agencies, Statutory Bodies and GLCs Rayyan Irwan Head - Talent Pipeline and Development Domino's Pizza Malaysia & Singapore Emiliawati Zainol Managing Director Q3 Management Solution Shree Bala Country Customer Service Manager DHL eCommerce Hanie Razaif Bohlender Career Doctor Dragonfire Corporate Solutions Sdn Bhd Jo Anne Ng L.Y Associate Faculty OYAGSB Promenade Hotel - Kota Kinabalu, Sabah 24 & 25 July 2018 NATIONAL CUSTOMER SERVICE TRANSFORMATION SUMMIT 2018 In collaboration with :
Transcript
The Era of Rising Customer ExpectationsDelivering Personalised Customer Experience to Drive Customer Loyalty & Revenue
Daniel OrdGlobal CX Expert
Asscociate Faculty OYAGSB
Exclusive Masterclass in Customer Experience by :
Jonathan Low CSP PCCGlobal Speaker, Executive Leadership
& Success Coach, AuthorAsscociate Faculty OYAGSB
Special Appearance : Oliver Woods
International Digital and Social Media Strategist
Director of Digital and Social StrategyRed2 Digital
Second Special Appearance :
Speakers :
Programme designed for all Sectors including Civil Service, State Agencies, Statutory Bodies and GLCs
Rayyan IrwanHead - Talent Pipeline
and DevelopmentDomino's Pizza
Malaysia & Singapore
Emiliawati ZainolManaging Director
Q3 Management Solution
Shree BalaCountry Customer Service
ManagerDHL eCommerce
Hanie Razaif BohlenderCareer Doctor
Dragon�re Corporate Solutions Sdn Bhd
Jo Anne Ng L.YAssociate Faculty
OYAGSB
Promenade Hotel - Kota Kinabalu, Sabah24 & 25 July 2018
NATIONALCUSTOMERSERVICETRANSFORMATION
SUMMIT 2018
In collaboration with :
Programme AgendaDAY 1 : 24 JULY 2018 (8.30 AM - 5.00 PM)
DAY 2 : 25 JULY 2018 (8.30 AM - 5.30 PM)7.30 AM - 8.15 AM : Registration and Networking Refreshment
5.20 PM - 5.30 PM : Certificate of Completion presentation
Daniel OrdGlobal CX Expert
Asscociate Faculty OYAGSB
Exclusive Masterclass in Customer Experience by :
7.30 AM - 8.15 AM : Registration and Networking Refreshment
Topic: The New Customer Service Landscape Getting It Right to meet Customer's Higher Expectations
Topic: Winning Customer Loyalty and Trust - 7 Proven Practices
JONATHAN LOW CSP GLOBAL TOP 30 GURUS ( HOSPITALITY )
8.30 AM - 10.00 AM
10.00 AM - 10.15 AMMORNING BREAK
10.20 AM - 11.00 AMPre-recorded &
Live Video ConferingOLIVER WOODS
INTERNATIONAL DIGITAL & SOCIAL MEDIA STRATEGIST
Topic: Social Media Customer Service Strategy 11.10 AM - 12.00 PM
Jo Anne Ng L.YTopic: The Human Touch
- Customer Service for Service Sectors
12.10 PM - 12.50 PM
Emiliawati ZainolTopic: Customer Service 4.0
- Are Culture Shifts Required?
2.10 PM - 3.00 PM
Shree BalaTopic: Using Digital Customer Service to drive
Repeat Customer Transactions - Doing it the DHL Way
3.10 PM - 4.00 PMRayyan Irwan
Topic: How Domino’s Talent Management strategy and PRIDE Values create great customer experiences
4.20 PM - 5.15 PM
Hanie Razaif BohlenderTopic: Your People Matters: Resilient Employee
- Delighted Customer
4.00 PM - 4.15 PMTEA BREAK
1.00 PM - 2.00 PMLUNCH BREAK
The Era of Rising Customer ExpectationsDelivering Personalised Customer Experience to Drive Customer Loyalty & Revenue
National Customer Service Transformation Summit 2018
Programme designed for All Sectors including Civil Service, State Agencies, Statutory Bodies and GLCs
PwC in its “Experience is Everything” Survey reported the following �ndings:• Consumers would pay up to 16% more for better customer experience
• The 4 ingredients that create great customer experience are Speed, Convenience, Consistency and Friendliness – and one big connector: Human Touch— that is creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.
• People are increasingly loyal to the retailers, products, brands and device is that consistently provide exceptional value with minimum friction or stress
• Customers generate revenue. Employees drive the experience
• Technology isn’t the �nal solution, it’s an enabler
The following �ndings were published by ACCENTURE via its research PULSE CHECK 2018:
• Personalization has become the priority for nearly all businesses. As competition increases, businesses face even more pressure to create personally curated experiences that drive consumer engagement and di�erentiation in the market. But in the eyes of consumers, its e�orts have fallen short of expectations.
• Despite expectations outpacing e�orts to create personal experiences nearly all consumers (91 percent) are still more likely to shop with brands who recognize, remember & provide them with relevant o�ers & recommendations.
PwC - Companies have lost the human touch in
Customer Experience
Accenture - Expectations are outpacing efforts to
be personal
The National Customer Service Transformation Summit brings together Global Gurus & experts to share knowledge,
strategies & organisation best practices on how to deliver the best personalised experience to drive business growth
& retain customer loyalty.
The Summit is designed to give customer service professionals the skills, technology tools, & best practices they require to build strong customer relationships & develop a strong service culture.
National Customer Service Transformation Summit 2018
• Provide the human touch to customers • Develop customer trust & respect• Manage customer requirements & demands • Understand & apply Digital & Social Media strategies that will professionally maintaining control of the situation enhance the personalised experience & setting expectations
The objectives of the Summit:
In collaboration with :
WELCOME TO THE NATIONAL CUSTOMER SERVICETRANSFORMATION SUMMIT 2018
Why you should attend? The research says its all
IMPORTANT LESSONS THAT YOU WILLLEARN AT THE SUMMIT
• Customers expect to be treated like a human, not a number • Key strategies in winning customer loyalty & trust• Using Social Media strategies to increase customer service engagement • Understanding consumer behaviour & customer journey touch points to stay up-to-date with customer expectations • Human factor in delivering more e�cient personalised service touch points than before. • Leveraging your people to enhance customer satisfaction, loyalty, retention & pro�tability• Importance of Service Culture • How organisational values can transcend into creating greater customer experience
PAYMENT DETAILS Payment to be made to : Universiti Utara Malaysia Bank : Bank Islam Malaysia Berhad Account Number : 02093010000010 Kindly email proof of payment to : [email protected]
CONTACT DETAILSMr Badrie Abdullah
Director
Corporate Executive Education and DevelopmentOthman Yeop Abdullah Graduate School of BusinessUniversiti Utara Malaysia06010 Sintok, Kedah Darul AmanTel: 017-369 1386 / 04 – 928 7156 Fax: 04 – 928 7160Email: [email protected] or [email protected]: www.oyagsb.uum.edu.my
TARGET AUDIENCE & LEVELThe Summit is targeted to team leaders & members who arein Customer Service,Sales & Marketing, Human Resources & hold positions of Managers & above. Ideally the participant will be working in the Frontline i.e Customer Service, Call Centre operations, Sales & Marketing; Digital Marketing, HR & Business Development
• Public service • Statutory bodies• Government Agencies & GLCs • Education • Healthcare • Retail and Wholesale• Hospitality and Tourism • Utility Services & Energy • Aviation, Shipping, • Banking and Finance Ports & Airports • Insurance • Post & Telecommunications
The Summit is specifically tailored to enhance the customer service standards
of the following industries/sectors:
In collaboration with :
Industry 1 – 2 Participants 3 & above participants
0% RATED GST. Programme fee,transport & hotel expenses maybe claimed back under HRDF subject to Terms and Conditions of HRDF and Employer eligibility. Universiti Utara Malaysia (GOV100014470) is a registered Training Provider with HRDF.
Because attendance at this programme requires significant advance preparation, refunds are not permitted. Invoice once issued cannot be cancelled except for exceptional reasons. Registrants who cancel less than 7 days in advance may nominate an acceptable substitute or attenda future session of the same programme within one calendar year.
UUM OYAGSB reserves the right to postpone the programme 2 weeks before programme dates, if there are inadequate registrations.
CANCELLATION POLICY AND POSTPONEMENT OF PROGRAMME
REGISTRATION FORM
Details of Registrants ( You may also email the Registrant details )
Name of Participant :
IC / Passport Number : Contact Number :
Email Address :
Organisation Name & Address :
Name of Person in Charge( Authorised to sign form and email address )
Total Fee Payment( Please refer to Programme Fee Table )
