|By PR Newswire||
|March 13, 2014 04:02 AM EDT||
~Frost & Sullivan Hosts Customer Interaction Malaysia Summit in Kuala Lumpur
KUALA LUMPUR, Malaysia, March 13, 2014 /PRNewswire/ -- Frost & Sullivan recently hosted the 6th Annual Customer Interaction Malaysia Summit on the 13 March 2014 at the DoubleTree by Hilton, Kuala Lumpur. Customer Interaction and Experience have become the buzzwords in many industry sectors today, as companies seek to differentiate themselves and evolve from being product or service focused to being customer oriented.
It is no longer sufficient to measure the customer service at the contact centre, but look at the total value chain of the customer perception from all key touch points, as well as different aspects of the customer lifecycle. This one-day summit aims to provide businesses with powerful tools to enhance their customer experience, differentiate themselves from competitors, and build roadmaps for implementing effective strategies.
"Today's contact centers are evolving rapidly from having a primary focus on voice interaction to the use of multiple channels across multiple devices. Apps are becoming the major form of engagement across a wide array of activities such as booking taxis and making payments," said Mr. Andrew Milroy, Vice President of ICT Research, Frost & Sullivan Asia Pacific.
In his keynote presentation, Mr. Milroy discussed the evolution of the contact center and the implications of the Internet of Things on customer interaction.
"This is creating a situation where customers can potentially engage with organisations using many different objects or things. As more and more things become IP enabled, it will be possible to reach customers in many different ways such as via a car dashboard or a wrist band," said Mr. Milroy.
Throughout the summit, Frost & Sullivan and other the industry experts discussed how businesses can improve customer experience, the impact of big data, the benefits of Interaction Process Automation (IPA), the importance of personalization, as well as insights into customer experience in the Banking and Healthcare industries.
Presenters and participants included industry experts from Bank Simpanan Nasional, BP Healthcare, Celcom Axiata, Contact Centre Association of Malaysia, Interactive Intelligence, Jabra Asia Pacific, Standard Chartered Bank, Tenaga Nasional, and YTL Communications.
Interactive Intelligence is a Gold Sponsor while Jabra is a Partner Sponsor. Media Partners include Business Today and Top 10 of Malaysia while Association of Customer Experience Industry of Malaysia (ACE) is a Supporting Organizations for the summit.
The inaugural 2014 Best Practices in Customer Experience awards was also held in conjunction with Frost & Sullivan's 6th Annual Customer Interaction Malaysia summit.
About Frost & Sullivan Malaysia
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. Frost & Sullivan established an office in Kuala Lumpur, Malaysia in 2000. The Kuala Lumpur office currently has more than 100 dedicated consultants covering 9 major industries across 18 countries in Asia Pacific.
Frost & Sullivan is also proud to partner with Multimedia Development Corporation and i2M Ventures Sdn Bhd, a wholly-owned subsidiary of Khazanah Nasional Berhad to set up a Global Innovation Centre in Medini. The Global Innovation Center in Iskandar will serve Frost & Sullivan's global operations and offices, providing opportunities for local employees to work on global projects, while developing and delivering capabilities that assist in driving Growth, Innovation and Leadership for our local and global clients.
E: [email protected]
P: +603 6204 5910
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...
Jul. 28, 2016 04:30 PM EDT Reads: 879
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Jul. 28, 2016 04:30 PM EDT Reads: 1,171
Security, data privacy, reliability, and regulatory compliance are critical factors when evaluating whether to move business applications from in-house, client-hosted environments to a cloud platform. Quality assurance plays a vital role in ensuring that the appropriate level of risk assessment, verification, and validation takes place to ensure business continuity during the migration to a new cloud platform.
Jul. 28, 2016 04:15 PM EDT Reads: 337
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Jul. 28, 2016 04:15 PM EDT Reads: 1,768
Jul. 28, 2016 03:45 PM EDT Reads: 1,012
Jul. 28, 2016 03:45 PM EDT Reads: 1,099
Jul. 28, 2016 03:30 PM EDT Reads: 697
Jul. 28, 2016 03:30 PM EDT Reads: 344
Jul. 28, 2016 03:15 PM EDT Reads: 678
Jul. 28, 2016 03:15 PM EDT Reads: 1,900
Jul. 28, 2016 03:00 PM EDT Reads: 1,559
Jul. 28, 2016 12:49 PM EDT Reads: 292
Jul. 28, 2016 12:45 PM EDT Reads: 1,782
Jul. 28, 2016 12:30 PM EDT Reads: 590
Jul. 28, 2016 12:00 PM EDT Reads: 1,230