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Summit Agenda

Thursday, 13 March 2014

Morning Registration

Pranabesh Nath
Research Manager, Enterprise Communications & Contact Centers Frost & Sullivan

This session will describe how the Internet of Things (IoT) is having a transformative impact across industries. It will focus on opportunities that are created by the proliferation of IP enabled devices. Real examples of IoT applications will be shared, in addition to an analysis of how the IoT drives innovation in customer interaction.

Andrew Milroy
Vice President, ICT Research, APAC, Frost & Sullivan

With both consumer technology and customer demand evolving at unprecedented speed – "business-as-usual" isn't good enough. This trend is transforming the way consumers interact with each other and with banks serving them. Banks have moved beyond the basics of connecting their channels to omni-channel solutions. Banking industry in particular is looking beyond traditional channels at all consumer touch-points, and are using mobile, analytics and customer engagement to drive innovation, and create loyalty.

Nauman Bashir
Head of Project Management and Digital Alliances, Standard Chartered Bank

This session discusses the role of big data in improving customer experience and business growth. We find ourselves in the time where volumes of data, both structure and unstructured are so large and are from a variety of sources that they are almost impossible to manage even using existing database management tools.

George Chua
Head of Commercial Analytics,Celcom Axiata
Leon Jackson
Head, Healthcare IT,UM Specialist Centre

Take a break and go socialize

1. Understanding the challenges faced by enterprises in the implementation of Business Process Automation (BPA)
2. Recommend strategies to optimize customer service, improve speed and consistency of follow-up on service issues
3. Challenges and ways to increase visibility and garner higher sales output into processes to eliminate inefficiencies
4. Successful deployments and benefits with IPA

Chuck Wilson
Vice President, Business Automation Solutions Interactive Intelligence

With current software, businesses have the ability to see customer activity in real time. But how can this information be leveraged?
S Parameswaran
AGM Customer Relationship Management Tenaga Nasional Berhad
Leong Chee Sung
Vice President, CRM YTL Communications Sdn Bhd
Mohd Irwan
President Contact Center Association Malaysia

The inaugural Frost & Sullivan Best Practices in Customer Experience program seeks to recognize companies that have pushed the boundaries of delighting their customers at every stage and in every interaction - rising above the competition and demonstrating outstanding performance in their industry.

The public is more in control than ever of their fitness, wellbeing and health. So what is happening in health care industry to leverage this opportunity?

Dato Chevy Beh
Group Managing Director BP Healthcare

Ben Samman, Director for Channels and Alliance and Managing Director for ASEAN, Jabra

1. Eliminating knowledge gaps that prevent resolving customer issues during contact
2. Quickly adapting and reacting to business changes and events that have an impact on customers


Alain Boey
SVP, Head Of Transformation Management Department Bank Simpanan Nasional

Pranabesh Nath
Research Manager, Enterprise Communications & Contact Centers Frost & Sullivan

Pranabesh Nath
Research Manager, Enterprise Communications & Contact Centers Frost & Sullivan

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Venue - Doubletree by Hilton Hotel Kuala Lumpur

348 Jalan Tun Razak, 50400 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur, Malaysia



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Speakers List

At the Frost & Sullivan Events Division, our objective is to continuously better meet the needs of our clients – in their specific industry. Plan to partake in the most valuable series of executive management events in the market today.

 

Alain Boey

Alain Boey is the Senior Vice President / Head of the Transformation Management Department of Bank Simpanan Nasional. His department is responsible for guiding and executing the transformation programme of Bank Simpanan Nasional. A Chartered Accountant by training, Alain has vast experiences in consultancy in the areas of strategy development, process improvement and change management.

Alain Boey

Bank Simpanan Nasional

Andrew Milroy

Andrew is responsible for Frost & Sullivan's research and advisory services across Asia Pacific. He has spent more than 17 years in the ICT industry. Andrew has held senior management roles at IDC and co-founded, Nelson Hall, a successful outsourcing advisory firm in the United States. Andrew's current role focuses on the development of cloud computing and social media research and consulting expertise in Asia Pacific. He has led research and consulting in social media and has become a well-known commentator on this topic.

Andrew Milroy

Frost & Sullivan

Ben Samman

Ben Samman is currently Jabra Asia-Pacific's Director for Channels and Alliance and Managing Director for ASEAN. In his Alliances and Channels role he is responsible for driving channel strategy and engagement as well as Jabra's alliance program across the region while in the MD role he is responsible for delivering revenue across ASEAN. He received his undergraduate degrees in Computer Science and Political Science from Yale University and his MBA from INSEAD.

Ben Samman

Jabra
Jonathan Doe

Dato Chevy Beh Yeh San

Dato' Chevy Beh was formerly a China-focused analyst at the Maxim Group (member of NYSE), an investment bank based in New York. His areas of expertise included assisting Chinese companies to raise funds in the US capital market. Prior to joining Maxim, he was an associate at Dominick and Dominick (member of NYSE). Beh is a Chartered Alternative Investment Analyst (CAIA) and also a National Association of Securities Dealers (NASD) registered representative (Series 7, 63, 65). He received his Bachelors degree from the University of Virginia with a double major in Economics and East Asian Studies.

Dato Chevy Beh Yeh San

BP Healthcare

Chuck Wilson

Chuck Wilson has 20-plus years of experience helping companies automate processes using document management and voice technologies. Since 2009, Chuck has led the insurance solutions group at Interactive Intelligence, with a focus on integrating document management, business process automation, and contact center technologies.

Chuck Wilson

Interactive Intelligence

George Chua

George Chua is currently Head of Commercial Analytics at Celcom Axiata Berhad where he's responsible for leading a team that offers customer analytics, campaign optimization, pricing strategy and marketing profitability services to internal clients. Prior to Celcom, George was Senior Manager, Data Mining at OMG Asia where he's responsible for client consulting on retail analytics and managing retail analytics projects.

George Chua

Celcom Axiata Berhad

Leon Jackson

Leon Jackson is the Head of Healthcare IT for UM Specialist Centre (UMSC), a private tertiary care delivery organization owned by the University of Malaya. He is a subject matter expert on Healthcare IT, with 13 years of experience in software engineering and 6 years of experience in the healthcare industry. He heads the IT team responsible for the transformation of UMSC from paper based medical records and processes to a information enabled delivery of care, leveraging the power of IT to improve operations and clinical outcomes - while improving the bottom line.

Leon Jackson

UM Specialist Centre

Leong Chee Sung

Leong Chee Sung is the Chief Operations Officer of YTL Digital and Vice President of Customer Care for Yes at YTL Communications. He is a pioneer member in the establishment of Yes Customer Care Interaction Center and the Yes Flagship Store at Lot 10, Kuala Lumpur.

Leong Chee Sung

YTL Communications

Mohd Irwan Rizal

He was appointed as an Executive Committee Member (CRM/Contact Centre) in March 2010 and currently serves as the President of CCAM. He is the Minister's Appointee Member in National YOUTH Consultative Council, Ministry of Youth And Sports of Malaysia and is actively involved in Youth Development Programmes throughout the Nation. With over twelve years of experience in Customer Service and Contact Centre spanning across several industries, Mr. Irwan currently holds the position of Chief Executive Officer of the International Institute of Customer Experience (ICE).

Mohd Irwan Rizal

CCAM.

Nauman Bashir

Head of Project Management and Digital Alliances

Nauman Bashir

Standard Chartered Bank

Ir. S.Parameswaran

Ir. S.Parameswaran (P.Eng) has 28 years experience in the utility sector presently and has spoken at various local & overseas forums on Commercial Management & Customer Relationship Management (CRM). He is currently the Head of TNB Contact Centre known as "TNB CareLine". He is also currently involved & heading the transformation team for TNB CareLine to migrate towards the Next Generation Full Fledged Contact Centre.

Ir. S.Parameswaran

TNB CareLine

Pranabesh Nath

Pranabesh Nath is a Research Manager and Industry Analyst with the ICT Practice at Frost & Sullivan in Asia Pacific. He has overall responsibility for the Customer Contact & Enterprise Communications practices for Frost & Sullivan in Asia Pacific. With more than 8 years in the industry, Pranab provides client counsel and advice on market penetration and expansion strategies, growth opportunities, customer service, as well as implementing collaboration solutions and applications to market participants and their customers

Pranabesh Nath

Frost & Sullivan

partners

As the Growth Partnership Company, we partner with our clients to generate opportunities for their growth

 
ININ

Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. on the Net: www.inin.com.my
Jabra

Jabra

Jabra is the brand of GN Netcom, a subsidiary of GN Store Nord A/S (GN) - listed on NASDAQ OMX. Jabra employs approximately 925 people worldwide and in 2013 produced an annual revenue which amounted to DKK 2,612 million. Jabra is a world leader in the development, manufacturing, and marketing of a broad range of communications and audio solutions. To find out more about Jabra, visit www.jabra.com.
Business Today

Business Today

Embedded in a younger, hipper format, Business Today focuses on how upcoming, Harvard-style generations and savvy Gen-Y professionals, managers and executives are grooving up business with new techniques, new design, new technology, and new ideas. Business Today takes a fresher, smarter outlook- from banking to management, property to airlines, leisure to health and luxury goods - and across all other key business & industry sectors.
Top 10 Malaysia

Top 10 Malaysia

The Top 10 of Malaysia is an English language magazine owned and published by RHA Media Sdn Bhd. The acronym 'RHA' is derived from the words, 'Research House of Asia'. The magazine is all about celebrating beautiful stories of successful businesses, people, and inspiring lifestyles across the entire fabric of Malaysian life.
ccam

CCAM

The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) was inaugurated in September 1999. Since then, it has been at the forefront of developing the local CRM and contact centre industry in Malaysia. It is a strategic think-tank, an educational platform, and a progressive establishment geared towards constantly improving the caliber of industry professionals.

let's be partners

For Sponsorship Opportunities, please contact:
MayYee Lur
Associate - Events & Summits, Asia Pacific
Tel        : +65 6890 0225
HP : +65 9099 6900
Email    : mayyee.lur@frost.com

event summary

Who you will meet? Why you should Sponsor?

 

customer interaction series

upcoming events

Malaysia

  • 13-14 MARCH 2014
  • Kuala Lumpur
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Philippines

  • 17 JULY 2014
  • Manila
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Indonesia

  • 23 SEPTEMBER 2014
  • Jakarta
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Hong Kong

  • 21 OCTOBER 2014
  • Hong Kong
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about us

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community.

Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

contact us

For Registration Enquiries, please contact:
Lionel Gabriel
Senior Executive - Events & Summits, Asia Pacific
Tel        : +603 6204 5823
Email    : lionel.gabriel@frost.com