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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


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