Customers today expect mobile and personalized self-service when they experience a problem. Companies not providing it see higher customer service costs and lower customer satisfaction, impacting retention and revenue growth. On the other hand, disconnected and legacy systems force agents to switch between systems when fielding even simple customer requests. This has a negative effect on their productivity, resulting in slows service delivery, and ultimately impacts customer satisfaction.
In this roundtable, we will discuss the recent trends on how leaders in customer experience drive customer loyalty with connected digital workflows and how they go beyond traditional CRM and field service. We will start with a short presentation about how digital workflows has become the building blocks for modern customer experience, follow by a fireside chat with Mr. Allen Wong, Deloitte Digital HK Leader, in discussing what are the recent trends we see in the Greater Bay Area (GBA) market.
Chye leads Industry Solutions at Braze in APAC, a dedicated team developing breakthrough growth opportunities and strategies for Braze to compete and win in each industry. Chye has more than 10 years of experience as a marketing professional, working in global organisations across finance and media industry. She was also leading a digital team in a global agency, focused on driving innovation and delivering business growth.
Augustin du Mesnildot is Vice President of Online Marketing at Pomelo, Southeast Asia’s leading omnichannel fashion platform. He currently oversees all aspects of Pomelo’s performance marketing, engagement, and partnerships, spearheading Pomelo’s regional digital marketing strategy. Augustin has 10 years of experience in marketing and e-commerce, having previously worked in Paris, Shanghai, and Berlin. Before joining Pomelo, Augustin led Revolve’s international expansion strategy, driving advertising initiatives across key markets. He also served as the head of digital marketing at SmartBuyGlasses.
The CXO roundtable is an exclusive and prestigious gathering of top-level executives representing a diverse range of industries and sectors.
It serves as a platform for industry leaders to explore innovative approaches to common challenges, exchange ideas on how to navigate the rapidly changing business landscape, and fostering potential future collaboration.
These in-person discussions usually last between 1 hour 30 minutes to 2 hours and will take place in upscale dining venues around the world, offering an environment conducive to open and confidential discussions. Attendees may include C-suite executives, VPs and Division Heads who hold significant decision-making power within their organisations. The size of the roundtable can vary, but it is typically limited to a small group of 8 to 15 participants to ensure meaningful interactions and focused conversations.
The Roundtable can take place both in person and virtually, targeting decision makers from Europe and APAC regions.
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