Companies are putting a renewed focus on delivering exceptional customer experience (CX), and many are attempting to do so with siloed CX and design teams.
When transforming their business to prioritize CX, companies will have the most success by marrying CX insights with user-centered design methods of researching, defining opportunities, generating ideas, and driving them with Digital Transformation.
A combined DX-CX-design approach to discovering customer needs, designing solutions and journeys, and delivering customer impact will help companies create a seamless experience that meets customers’ ever-evolving needs.
This is followed by Lunch and an Interactive Panel exploring on costs and CX – a challenge that all organizations face in the relentless drive for better CX.
The Cost of Customer Experience - An Interactive Panel
| TIME | DESCRIPTION | PRESENTER |
| 9:00AM | Registration | - |
| 9:30AM | Welcome & Opening | Brandt Dato' Munirah Looi |
| 10:00AM | Designing CX with Digital Transformation | Joanne Ying, Digital Transformation Strategist, Maxis |
| 11:00AM | How CX Design impacts ROI | Augustin du Payrat, Vice-President, TalkDesk Asia |
| 12:00PM | Lunch | Linq Pullman Bangsar |
| 1:00PM | The CX Panel - Balancing cost & investments vs delivering CX excellence | Ho Yik Leng, Maxis Augustin du Payrat, Talkdesk Raj Chaudhuri, American Express Moderated by Dato' Munirah Looi |
| 2:00PM | Open Q&A Session | |
| 3:00PM | Tea & Networking Session |
Event & Details
Thursday, November 3
9:00 AM to 3:00 PM (inclusive lunch)Registration opens 9:00AM
Pullman Kuala Lumpur Bangsar1, Jalan Pantai Baharu, Jaya Tower 3, 59200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
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