Byron J. Fernandez
Message from the President of CCAM
In 2018, Customer Experience (CX) continues to become an ever more meaningful and important aspect of business performance. These journeys that consist of a succession of touchpoints add up to the experience that customers determine their purchases, and indeed emotional and empathic attachments to not only products and services, but to the brands built by companies. As a result, today’s progressive organizations see the world as their customers and work to constantly mobilize their technology, employees and most other resources around customer needs – thereby building the best possible CX.
This year’s CX Summit, strives to bring to bear some of the themes and messages which came out of CX Summit 2017. Conversations today will serve to reshape interactions into different sequences and though sometimes these efforts are small – they often dovetail into digitizing processes, reorienting company culture and refining new approaches in the field, with demonstrated agility.
Rewiring today’s company to provide leading CX is the journey we will embark on at the 2-day Summit. The work we will begin at CX Summit 2018 will probably come to fruition two to four years from now and will require engagement and commitment from leadership and frontline workers alike. With that in mind, join me on what will surely be an interesting journey of discovery, more so for leaders of organizations whom Ron will be addressing. Be enthralled by our Happiness magnate, Scott and don’t forget to take the opportunity to spend time reaching out to and making the kind of lifelong connections that form the basis of your very own Customer Experience, at CX Summit 2018.
Come join us on this wonderful journey.
Byron J. Fernandez
Contact Centre Association of Malaysia
An inside into CX Summit 2018 by the Chairperson of CX Summit 2018
After the resounding success of last year’s Summit, the bar has been raised up for CX Summit 2018.
Being the 4th edition in it’s short history, the CX Summit by CCAM has been growing in all aspects, including participation, thought-leadership and the quality of content. Our design remains to the core that the Summit will be planned to cater for an industry user & practitioner– based on open and in-depth sharing; both in what works and what does not.
We are proud to continue that spirit for 2018.
CX is a game-changer to all the businesses today – from having heard that CX is the new MARKETING to CX being the enhanced & end-to-end customer service management; CX is surely the business strategy that is being most talked about. With the industry revolution 4.0 sweeping through and digitalization agenda building up all across from start-up business models to large corporates to government and global collaborations; the CX agenda remains firmly in the core by driving the design thinking to the delivery system all across the ecosystem. CX is embedded into the whole organizational design & thinking that ranges from channels, employees, agencies/dealers, technology, business processes, products, communications and to branding.
CX Summit 2018 will examine the whole works and make it the best in it’s growing series. With top-notch thought-leaders led by Ron Kaufman (the Global No.1 Ranked Customer Service Guru 2018), we expect a rewarding experience for all delegates, sponsors and contributors. By having a refreshed agenda with “CX Connections” and “CX Best” added to the “Meeting of Minds” workshop agenda, we have a truly engaging session in store – and as a bonus we are arranging for the highly demanded Global CX Benchmarking Report 2018 (by Dimension Data) and the Digital IQ study (by PwC).
Come and make CX Summit 2018 a memorable event, one that inspires your work into 2019-2020.
Chairperson and Org-Chair of CX Summit 2018
EXCO Member, CCAM