February 26, 2024

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Enhancing Omnichannel Customer Experience Through AI-Driven Personalisation and Digital Satisfaction

A Platform For Collaboration

OpenGov Asia is pleased to invite you to an exclusive OpenGov Breakfast Insight that aims to
provide the latest information on leveraging new technologies and human-centered design
principles to rethink the contact center experience. This is a closed-door, invitation-only,
interactive session with the top financial institutions and enterprise leaders from Singapore.

Meet Our Distinguished Speakers

Ashutosh Sharan
VP Customer Solutions, SouthEast Asia
MasterCard

Jayraj Nair
Customer Experience Lead-ASEAN
ZOOM

Nathan Guy
Head of UCaaS Asia Pacific
ZOOM

Mohit Sagar
CEO & Editor-in-Chief
OpenGov Asia

Delivering prompt, accurate, and highly personalised customer experiences that drive loyalty through cutting-edge conversational AI and machine learning intelligence.

During the pandemic, call centers of government, hospitals, schools and businesses were overwhelmed by high demand, leaving both customers and employees frustrated. Thanks to the advances in technology and human-centered design, they can leverage technology to solve problems more quickly and humanise the contact center experience  

 

From frustrated hang-ups to engaging interactions   

Today, success might require reimagining the entire customer experience. It’s about solving peoples’ problems as quickly and painlessly as possible. Contact centers play a huge role in customer satisfaction—or dissatisfaction.  

By designing digital-first services that make solving user problems the top priority—above technology and efficiency—business and government agencies can create more empathetic interactions, ensuring that the technology is helpful rather than infuriating. The goal is to make customers’ lives easier, with options including omnichannel touchpoints. 

For most healthcare organisations, their call center is their first line of defence when it comes to fielding patient inquiries and resolving any challenges patients might be experiencing. To generate greater satisfaction, healthcare teams need a modern technology that helps streamline patient care while simultaneously delivering a private, secure, and personalised experience. How can healthcare organisations provide modern patient experiences and streamline patient engagement, and transform patient journeys with empathetic interactions?  

The standard perception of good or poor customer service in business also applies to the education industry as well. Institutions that meet the demand for excellent customer service in the education industry and treat students as customers and provide them with rapid and personalised service stand to increase enrollment, improve retention and reimagine market potential. 

Financial services organisations today are focused on building accessible, seamless and secure customer experiences. The rise of digital banks, payment platforms and fintech disruptors has created an innovative and competitive customer landscape. Maintaining customer mindshare, reducing the cost to serve, and driving agility through accelerated digital transformation and customer experience (CX) are key to sustained growth.  

Customers today want effortless financial services with personalised support — available across all channels, all the time. They expect a seamless and superior digital service standard from the financial services industry. Hence the question arises: how financial institutions modernise contact centers provide a high-quality customer experience is a competitive differentiator and the key to sustained growth.

  

Unlocking Personalised Experiences Through the Power of AI 

The AI market has experienced significant growth, primarily due to the adoption of AI-powered personalisation and digital expansion strategies, which are essential for meeting the needs of modern customers. Additionally, conversational intelligence is increasingly becoming an essential part of AI-driven personalisation across all enterprises.   

In recent years, businesses across various industries have adopted AI to provide customised experiences for their clients. AI-powered personalised experiences, such as chatbots, are being implemented by organisations to improve the user experience. 

The growth of AI and conversational intelligence have enabled companies to gather and analyse data, leading to tailored recommendations, improved customer engagement and increased customer satisfaction. If corporates and governments continue to adopt these technologies, they will be well-positioned to provide a better experience for their customers and citizens, remain competitive and thrive in the digital age. 

With the immense potential in creating personalised experiences for users, AI-based systems use machine learning to better understand the needs of customers, continually learning from past events. In time, these systems will be able to predict, with increasing accuracy, why a particular customer is contacting the agency, and route them to the appropriate service channel. 

In this session you will: 

  • EXAMINE the cloud contact centers as the driver for innovation and digital transformation 
  • LEARN methods to improve customer experience and better understand needs 
  • GAIN exposure to the most recent AI innovations for efficient and personalised communication 
  • ACQUIRE strategies to expand current capabilities of digital tools to improve loyalty 
  • DEVELOP techniques for personalised customer experiences to communicate and solve problems 
  • LEVERAGE the power of CX analytics to listen more carefully, align around consumer preferences and eliminate pain points in the journey. 
  • UNCOVER steps to cut expenses and optimise essential organisational resources despite expanding communication reach and capabilities 

Who Should Attend

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BROught to you by

Networking

Make valuable connections and meet peers and mentors in your industry. Share ideas with others in your field, meet your future business partner, or seek advice from people who’ve done it all before.

Learning

We live in uncertain times for tech and business. We’re welcoming the people who are tackling the big challenges facing industry today. In our current climate, upskilling has never been more important.

Exposure

Get exposed to first-hand knowledge and intelligence from subject matter experts across Asia Pacific to accelerate growth and progress.
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“I love OpenGov highly interactive sessions. Every single participant gets to share their views and their concerns addressed” 

Panasonic Asia Pacific

“Event with relevant stakeholders that are in
the industry providing great ideas and sharinge”

Nanyang Technological University

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““Practical forum discussion on the use of adapter”

Cyber Security Agency of Singapore

Get involved

For sponsorship opportunities

For speaking opportunities

opengov@opengovasia.com

PARTNER

Zoom is for you. Zoom is a space where you can connect to others, share ideas, make plans, and build toward a future limited only by your imagination. Our frictionless communications platform is the only one that started with video as its foundation, and we have set the standard for innovation ever since. That is why we are an intuitive, scalable, and secure choice for large enterprises, small businesses, and individuals alike. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Visit zoom.com and follow @zoom.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.