Customer Experience Masterclass

Agenda

12pm to 1pm  |  Registration & Networking Buffet lunch

1pm to 4pm |  Mastering CX Excellence: Leveraging data, tech and insight for business impact

This session is tailored for professionals eager to mature their company’s customer experience (CX) programs by harnessing the power of omnichannel insights, advanced AI technologies, and taking action to drive value. As businesses strive to stay competitive in a rapidly evolving market, this masterclass offers a deep dive into the strategies and tools required to transform customer interactions into impactful experiences that drive loyalty and growth. 

This practical, in-person masterclass will enable you to:

• Identify where to start to listen to unsolicited feedback and unstructured data across different channels of insight & identify behavioural cues to understand how customers really feel


• Understand how you can empower your teams to act in real time- take the right insights and bring it to life in the rest of the organisation which ultimately drives action and innovation


• Learn practical ways to increase you & your teams productivity and efficiency leveraging AI automations and technological advancements


• Connect CX with strategic priorities and business outcomes that demonstrate tangible benefits of investment reducing costs, increasing revenue and mitigating potential risk.

Key Speakers

Isla Yu, Head of Customer Experience Strategy, Greater China, Qualtrics

Isla is the subject matter expert in CX and research programs for Qualtrics in Greater China. She works with companies across Greater China, providing thought leadership to help them set out and achieve their strategy and vision for their experience management program.

Isla brings in a decade of experience working as a practitioner in customer experience and insights roles. Prior to joining Qualtrics, Isla has shaped the customer insights programme for Cathay Pacific to drive better experience design, and enable customer-centric decisions across commercial, product and marketing teams. She also drove digital experience transformation, customer engagement and insights generation for the Sun Hung Kai Group across its businesses in properties, retail, telecomms, hospitality and facility management.

Regina Lee, Solutions Engineer, Qualtrics

With over 10 years of experience in the customer engagement and analytics sector, Regina provides expertise across Voice of the Customer toolsets. During the last 10 years, Regina has worked on projects in various sectors across APAC, including Government, Hospitality & Tourism, Financial Sectors, Technology and Telecommunications. Her portfolio spread across both qualitative and quantitative research; unsolicited and unstructured listening. Currently, Regina leads our technical front on a hybrid model of qualitative and quantitative  research for SEA and partners closely with both our customers and internal stakeholders to design and deliver the best-in-class solution that caters to their needs.