CCAP: The Future of Customer Experience — October 11-12 | Event

Everest Group is the featured Knowledge Partner of the 2017 Contact Islands conference, “The Future of Customer Experience,” presented by the Contact Center Association of the Philippines (CCAP).

Research VP Katrina Menzigian and Research Partner H. Karthik will be key speakers during the event.

Karthik will lead a session titled, “The Role of the Philippines in Shaping Customer Relations”
Session summary: Philippines is the leader for contact center services delivery but will it match the pace of the global industry-wide disruption? This session delves deeper into emerging contact center trends in the Philippines, and how it re-shapes the overall value proposition for the Philippines. Hear round-the-table views from leading enterprises, service providers, and in-house centers on their experience of service delivery from the Philippines, expectations for the future, challenges faced, and successful mitigation strategies.

Katrina will lead a session titled, “Redefining the Overall Customer Experience Strategy”
Session summary: The impact of customer experience on overall business has grown exponentially as organizations look to deliver best-in-class customer experience. It is important to understand potential pitfalls in the journey. This session brings together the enterprise strategists and service provider implementers to focus on three key aspects of the customer experience strategy:

  • Building an organizational mandate for customer experience
  • Understanding key customer touch points through comprehensive customer journey mapping
  • Achieving unparalleled customer experience in an omni-channel environment

October 11-12, 2017

Shangri-La’s Boracay Resort and Spa
Boracay Island, Philippines

Katrina Menzigian, Research Vice President, Everest Group
H. Karthik, Partner, Research, Everest Group

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