Digital - Virtual Showcase

APAC Digital Transformation Series: Customer Experience in a Disrupted New World

25th November 2021 | 3:00pm - 4:30pm AEDT |
1:00pm - 2:30pm JST | 12:00pm – 1:30pm SGT |

Digital adoption has seen more growth in the last 2 years than in the previous 10, with customers rapidly turning to digital channels out of both necessity and convenience.

During this Virtual Showcase hosted by LivePerson, participants will have the opportunity to hear from APAC thought leaders and subject matter experts in Customer Experience.

As we embrace the disrupted new world, we’ll explore the journeys, predictions, trends and insights in Customer Experience for 2022 and beyond. What have we learned from the past two years in the midst of a global pandemic that will take us into the future? What challenges will companies continue to face and how can leaders in CX, marketing, digital, ecommerce and customer service get better prepared? How will consumer demand and global policy changes continue to drive change?

Keynote sessions will include an Australian leading telco, Optus, and a deep dive into the findings of Deloitte’s 2021 Global Contact Centre Survey.

You and your fellow industry professionals will also be privy to an intimate fireside chat with two leading brands – Spark New Zealand and Sky Cable – who will share their CX journeys, and detail how their organisations have digitally transformed their tech stack in the process.

We’ll also delve into innovations in Conversational care and commerce, and how people and technology are driving competitive advantage and business growth in the new world.

Discussion Topics

What Digital Transformation meant to an Australian Top Telco - Optus
From Cost Centre to Experience Hub: The 2021 Global Contact Centre Survey
The CX journeys, successes and learnings of SparkNZ and SkyCable
Staying Competitive In A Disrupted World

Speakers

Thought Leader
Ian Kinsella Senior VP - APAC, LivePerson
Ian heads up the APAC sales and customer success organization at LivePerson and has joined to… Find out more
Thought Leader
Daniel Cooper Head of Digital, Spark New Zealand
Thought Leader
Arnel De Vera CIO, SkyCable
Thought Leader
Clinton Alver Client Partner - ANZ, LivePerson
Clinton Alver is passionate about creating inspiring customer experiences. Having worked to drive conversational care and… Find out more
Thought Leader
Kevin Wordon Director of Strategy, APAC, LivePerson
Kevin has held several high-profile leadership roles in strategy, consulting, marketing, digital, IT and customer experience… Find out more

Event Agenda

25th November 2021 | 3:00pm - 4:30pm AEDT |
1:00pm - 2:30pm JST | 12:00pm – 1:30pm SGT |

  1. 3:00pm - 3:02pm

    Opening Remarks

  2. 3:02pm - 3:07pm

    LivePerson Welcome

    • Ian Kinsella – Senior VP – APAC, LivePerson
  3. 3:07pm - 3:22pm

    What Digital Transformation meant to an Australian Top Telco – Optus

  4. 3:22pm - 3:37pm

    From Cost Centre to Experience Hub: The 2021 Global Contact Centre Survey

  5. 3:37pm - 4:02pm

    Fireside Chat: The CX journeys, successes and learnings of SparkNZ and SkyCable

    • Daniel Cooper – Head of Digital, Spark New Zealand
    • Arnel De Vera – CIO, SkyCable
    • Clinton Alver – Client Partner – ANZ, LivePerson
  6. 4:02pm - 4:12pm

    Staying Competitive in a Digital-first world

    • Kevin Wordon, Director of Strategy – APAC, LivePerson
  7. 4:12pm - 4:22pm

    Interactive Panel Q&A

    • Optus
    • SparkNZ
    • Sky Cable
    • Deloitte
  8. 4:27pm - 4:30pm

    Closing Remarks

About LivePerson

LivePerson makes life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI, at scale, and… Find out more
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