Successfully held on 5th June 2024
Navigating the Transformative
Power of AI-powered
Customer Service
Networking Dinner
at The St. Regis, Kuala Lumpur
Successfully held on 5th June 2024
Presented by
Here’s what we discussed:
Participants joined us as we delve into the transformative power of Artificial Intelligence (AI) for customer service. The world of customer service/support is rapidly evolving, where AI stands at the forefront of revolutionizing customer and employee experiences. According to a recent Gartner survey, over 70% of organizations are exploring how to use generative AI within their businesses.
Generative AI—when coupled with seamless omnichannel support—can lead to radical improvements in customer delight, employee productivity, organizational process standardization, and business cost reduction. It will also have serious implications on how work gets done in the customer service organization and how leaders should plan for the future.
In this insight-packed, high-stakes discussion, we went beyond the AI hype and dived deep into real-world experiences, challenges, strategies, and best practices to help you make the most of this exciting new solution.
Here’s what we covered in our discussion:
- Trends that CX leaders need to stay on top of in 2024
- The evolution of AI in customer service
- How generative AI can be used boost team efficiency and optimize support operations
- Best practices to get started with AI for customer service
- Critical metrics to track ROI from Gen AI investments in your customer support function
AGENDA
18:00 – 18:30
Arrival & Registration
18:30 – 18:50
Welcome, Housekeeping & Attendee Introduction
18:50 – 19:00
Freshworks Intro
19:00 – 19:30
Roundtable Discussion
19:30 – 20:30
Dinner (whilst discussion continues)
20:30 – 20:50
Networking
20:50 – 21:00
Closing
Solution Experts
Head of Customer Experience Advisory, APJ & MEA, Freshworks
Malcolm Koh is the Head of CX Advisory for Asia-Pacific, Japan, Middle East and Africa, at Freshworks. He has over 30 Years of diverse experience in CX across 7 industries: Retail, Hospitality, Airline, Banking, Financial Services, large startups and 2 leading CX Tech vendors. He is a specialist in improving operations, implementation at scale, Business case analysis and Value Engineering. He is also a regional Speaker and media Spokesperson for sharing best practices and optimization.
Country Manager, Freshworks Malaysia
Benjamin Hoo is a passionate IT professional in areas of Digital Transformation, Securities, IT Cost Optimization & Automation. He has helped numerous organizations leverage technology to drive growth and innovation. With over 17 years of experience in enterprise software and cloud solutions, he has a deep understanding of the challenges that businesses face in the digital age and is passionate about helping them navigate this complex landscape in staying ahead of the curve in the competitive marketplace.
Dinner at The St. Regis, Kuala Lumpur
The St. Regis
6 Jalan Stesen Sentral 2, Kuala Lumpur Sentral , 50470 Kuala Lumpur, Malaysia
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Participation in this in-person networking session is at no cost to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with directions to the venue.