Event Agenda
 |
| |
|
IDC's Asia/Pacific
Advanced Customer Care and Retention Conference
2009
"Building Quick Wins in an Economic Downturn
- Harnessing IT for Customer Care & Retention"
Conference
Date: August
11, 2009
Venue : Shangri-La
Hotel, Kuala Lumpur, Malaysia
|
| |
| |
|
|
8.30 am |
Registration and Welcome
Coffee & Tea |
| |
|
| |
| 9.15am |
Welcome Address & Opening
Remarks |
| |
By
IDC |
| |
|
| |
| 9.30am |
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 |
| |
The economic crisis has stressed
the importance of good customer care. As this
presentation will show you, forward-looking and
advanced approaches to customer care will be an
extremely important tool for Asian companies to
both retain their existing customers and event
to gain market shares in the years to come. |
| |
|
|
| 10.00 am |
The Next Generation Virtual
Contact Centers- Break the Boundaries by Integrating
Communications into Business Processes |
| |
|
Markku
Helin, Director, Solution Management, SAP Business
Communications Management |
| |
SAP BCM |
| |
- Optimize customer-facing resources and leverage
know-how across your organization
- Increase process efficiency for lower costs
and better customer service
|
|
|
| |
| 10.30 am |
Boost Customer Satisfaction
and Business Success with the Integrated Contact
Center |
| |
|
Jon
Farmer, CRM Lead, |
| |
Asia, Microsoft |
| |
Today, Microsoft Dynamics CRM®
is ranked as one of the fastest growing CRM solutions
in Asia with over 1 million users and 20,000 customers
worldwide. Both SMB and Enterprise customers have
come to embrace Microsoft Dynamics CRM® for
its flexibility, usability and business agility.
Owing to our “Power of Choice” vision, customers
have the option to deploy either on-premise or
on-demand (via hosting partners or directly from
Microsoft). In customer service and contact centers,
Microsoft has laid out a compelling vision to
help business contain costs and growth their businesses.
Come hear our Integrated Contact Center vision
that details how Microsoft technologies can be
utilized by all customers, regardless of size
or industry. Built around our centerpiece Microsoft
Dynamics CRM® product, the Integrated Contact
Center (ICC) vision leverages other key Microsoft
technologies such as Microsoft Office Sharepoint
Server, Microsoft Customer Care Framework and
Office Communications Server. Holistically, the
ICC vision uniquely helps business thrive and
improve customer satisfaction through improved
agent productivity, optimized operations and deep
business insight. |
| |
|
| |
| 11.00 am |
Coffee Break |
| |
|
| |
| 11.30 am |
Chairperson's Remark |
| |
|
| |
| 11.35 am |
Reinventing the Contact
Center for a Customer-empowered World |
| |
 |
Peter
B Jakobsen, Director, Collaboration Marketing,
|
| |
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. |
|
|
| |
| 12.05 pm |
Superior Consumer Experience
at The Times of India for Successful Competitive
Advantage |
| |
|
Chinmoy
Roy, Delivery Head for BCM, CRM, SD/MSD, |
| |
Time of India |
| |
|
| |
| 12.35 pm |
Leading Customer Service
Excellent through IT Architecture Excellence |
| |
|
Aaron Tan Dani, Chairman, |
| |
IASA APAC |
| |
|
| |
01.05 pm |
Panel Discussion: "The
Economic Gloom: What it means for IT?" |
| |
Moderated
by |
| |
|
Claus
Mortensen, Principal, Asia/Pacific Emerging Technologies
Research, |
| |
IDC
Asia/Pacific |
| |
|
| |
Panelist: |
| |
|
Markku
Helin, Director, Solution Management, SAP Business
Communications Management, |
| |
SAP BCM |
| |
|
| |
|
Jon
Farmer, CRM Lead, |
| |
Asia, Microsoft |
| |
|
| |
|
Peter
B Jakobsen, Director, Collaboration Marketing,
|
| |
Asia Pacific, Cisco |
| |
|
| |
|
Chinmoy
Roy, Delivery Head for BCM, CRM, SD/MSD, |
| |
Time of India |
|
|
|
01.35 pm |
Lucky Draw |
| |
Stand to win an iPod
Shuffle worth RM309.
*This raffle is open to all delegates attending
the 'IDC’s Asia/Pacific Advanced Customer Care
and Retention Conference 2009' in Malaysia.
The winner must be present during the draw to
qualify. |
|
|
|
|
01.45 pm |
Networking
Luncheon |
|
|
|
|
02.30 pm |
End
of Conference |
|
|
|
|
| |
| *The organizer reserves
the right to amend the agenda,as deemed necessary,
without prior notice. |
|
|
| |
|
|
| |
Belinda Yap
Senior Executive, Events and Marketing Services
Tel: +603-2169-7521
Fax: +603-2163-5098
Email:byap@idc.com |
|
|
| |
|
