Event Overview

The establishment of competitive arena in the future requires organizations to change their culture. Instead of focusing on technical operation issues, they need to turn their concentration to the market and be customer-driven. In accordance to this, Customer Experience Management is becoming an essential factor to ensure the organization establishment in this high competitive arena. This business strategy is aiming to move customers from satisfied to loyal and then from loyal to advocate and making referral about the organization in order to create more revenue. However, without the right strategy, how will they turn the ‘normal customer’ into ‘advocacy’?

Global corporations like Starbucks, Dell and FedEx had identified the significance and value of implementing the Customer Experience Management. They have been pioneers in this area and well-known of their outstanding customer service. Though, it takes a lot of effort to implement and making it successful within the organization. It is not just about connecting and interacting, the listening and sharing are also counted in ensuring the customers are satisfied. As we all know, the customer is becoming more sophisticated and giving just enough is rarely acceptable now. Our privileged speakers from well-know Malaysian's brand such as Maxis, OCBC Bank, AirAsia and Sony will present the case studies and knowledge in how to differentiate your organization in driving customer loyalty and advocacy.This is going to be the"most exciting event" you're sure don't want to miss!