CCAP: Leading with CX in a Digital World — July 25-26 | Event

Everest Group is once again the featured Knowledge Partner of the 2018 Contact Islands conference, “Leading with CX in a Digital World,” presented by the Contact Center Association of the Philippines (CCAP).

Managing Partner Eric Simonson and Research Partner H. Karthik will be key speakers during the event.

Eric will lead a session titled, “The Empowered Customer in the Age of Digital Care”
Session summary: Industries across the globe are facing profound paradigm shifts driven by new business models, supported by innovative, disruptive innovations. Amidst the changing business landscape, the focus on customers has become even more critical than ever before. This session aims to build a better understanding of the “new-age” customer and their expectations, focusing on both existing customer segments as well as millennials. The session re-inforces the importance of staying focused on customers while in the midst of adopting new models and undergoing transformation.

Karthik will moderate a session titled, “Gearing Up for the Hybrid Workforce: Humans + Machines”
Session summary: Next gen technologies such as AI, automation, and advanced analytics is changing the way companies operates. As humans and machines work more closely and collaborate, processes can become more fluid and adaptive and help organizations become more innovative and profitable. This session brings in the views of the leading industry voices on how they are getting ready for this shift and the kind of the steps they are taking, including the changes coming to the overall CX approach. Further, it explores how the collaborative Human + Machine service delivery model will enhance outcomes and result in more impact than ever before.


July 25-26, 2018


Shangri-La’s Mactan Resort and Spa
Cebu, Philippines


Eric Simonson, Managing Partner, Everest Group
H. Karthik, Partner, Research, Everest Group

Learn more

BPO firms remain unfazed by rise of smart machines | In the News

The Contact Center Association of the Philippines (CCAP) expressed that the country’s information technology-business-process management (IT-BPM) industry can handle the challenges of robotics, artificial intelligence and other related technologies.

“You can view the emergence of digital technologies as either a threat, particularly on job creation, or an opportunity,” CCAP Chairman Benedict Hernandez said in a news briefing in Makati City last week. “Our industry certainly sees the upside opportunities in investing in digital technologies to drive enhanced experiences of our clients and customers. In fact, digital capabilities in analytics, robotics, artificial intelligence have opened new opportunities for us to impact CX [customer experience].”

Jojo Uligan, president of the CCAP, emphasized there is a big need for Filipino workers to acquire new skill sets, such as technology proficiency, deep industry or domain expertise, problem-solving and analytical skills.

Hernandez and Uligan spoke to promote a forum on CX sponsored by CCAP and Dallas, Texas-based Everest Group. The latter, a consulting and research firm, will present a white paper, titled “Philippines at the Helm of Delivering Customer Experience of the Future”, during the forum.

Read more in Business Mirror

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