Frost & Sullivan: New Strategies to Optimize Next-Gen Customer Interaction
KUALA LUMPUR, Malaysia, April 12, 2012 /PRNewswire/ — Frost & Sullivan recently hosted the Customer Interaction Malaysia Summit on April 12, 2012 at the DoubleTree by Hilton, Kuala Lumpur. In this increasingly complex business environment, the focus on customer service as a key differentiator is rising among large enterprises and SMEs in Malaysia who want to drive revenue and profitability.
With the support of Gold Sponsor Oracle and Partner Sponsors Aspect, Interactive Intelligence, LivePerson and Orange Business Services, Frost & Sullivan and various industry experts discussed how enterprises need to be anticipating their customers’ needs and proactively reaching out to their customers to optimize customer experience.
The one-day summit opened with remarks by Mr. Andrew Milroy, Vice President of ICT Research, Frost & Sullivan. In his keynote address, ‘Next-Gen Customer Interaction’, Mr. Milroy focused on trends and issues that are shaping and transforming customer interaction.
“Social media, cloud computing and mobility are increasingly changing the way customers interact. New business models emerging and On-demand business models, self service and co-creation are having major impact on customer care. Customer analytics are growing in importance as it enables Enterprises to deliver differentiated experiences and create a winning strategy,” said Mr. Milroy.
This was followed by a second keynote address on ‘Inspiring Intimacy in Customer Interactions’ by Dato’ Zuraidah Mohd Said, Chief Executive Officer, Menara KL and a C-Level Dialogue on ‘Customer Engagement Benchmarks and Best Practices from Leading Industries – Driving profitable growth in times of heightened competition and customer expectations’.
The rest of the summit was filled with presentations and interactive panel discussions on the advantages of cloud computing, the power of social networks and the usage of multi-channel strategies. Presenters and participants included industry experts from AirAsia, Asian Broadcasting Network, Aspect, Brandt International, Caelan Wright Asia, Celcom Axiata, Citibank, COPC Asia Pacific Inc, CRM & CCAM, DRB-HICOM, Google, IASA, Interactive Intelligence, LivePerson, Maxis, Menara KL, Omnicom Media Group, Oracle, Orange Business Services, RHB Investment Bank, UM Specialist Centre, and YTL Communications.
Oracle is a Gold Sponsor while Aspect, Interactive Intelligence, LivePerson and Orange Business Services are Partner Sponsors. CBS Interactive and ZDNet are the Official Digital Media Partners while Business Today, Malaysia SME, Redberry, The Malaysian Reserve, The Malay Mail, and Unreserved are Media Partners. Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) and IASA are Supporting Organizations for the summit.
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