8-10 March 2021
Online, Virtual , South Africa
Home > Delegates Programme
Delegates Programme

Days 1 & 2 

Stream One

Customer Journey

This stream focuses on how to bring excellence to every touch point, integrate personalisation into the user journey and end-to-end customer experience, maximise the channel engagement through multi

and omni-channel, retention of customers, service innovation, customer centricity and behavior. It will also cover the benefits of self-service optimisation and involvement of leadership in deriving the culture of

delivering customer focused products and services from inside out.

Stream Two

Digitalisation & Technological Innovation

In this stream we will explore how to master the digital advantage of transforming customer experience by using artificial intelligence, automation, machine learning, bots, predictive analytics and

innovative digital applications to ensure that customers have a delightful experience that directly addresses their challenges and needs. We will also cover the data analytics through IoT and cloud.

Day 3 

Design Thinking Workshop

Design Thinking nowadays is considered as a critical component of CX Strategy and the companies are looking at transforming to human-centric business model. This workshop will actively engage participants in the steps of design thinking from immersion in the customer’s world to mapping and analysing pain points and opportunities to prototyping and validating solutions.

General enquiries

Aarathi Manokaran
Marketing Assistant

Suite A-20-1, Level 20, Hampshire Place Office, 157 Hampshire City,
Kuala Lumpur, Malaysia,

+603 2603 2594
Email: aarathim@marcusevanskl.com

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