Malaysia

a Frost & Su lliv an C u s t om e r I n t er a c t i o n S er i es 2 0 1 3

Customer Interaction Series 2013: A series of Frost & Sullivan

Executive Summits this is THE place to be if you want to be a
leader in delivering the kind of customer contact that creates a
competitive edge for your organization.
It is where you will get great new ideas for creating a more personal
customer experience and nurturing a deeper customer relationship
behind retention, loyalty and advocacy. Plus, you will take away
tools and best practices for eciency and eectiveness in the
contact center - in short, golden nuggets for doing things smarter.

5th Annual Customer Interaction

Malaysia, Kuala Lumpur

14 15 March 2013

8th Annual Customer Interaction

Asia Pacic, Manila

11 12 June 2013

2nd Annual Customer Interaction

Indonesia, Jakarta

September 2013

SUMMIT OVERVIEW
In this increasingly complex environment, improving the customer experience continues to be a top
priority for businesses who want to drive revenue and protability. Achieving this goal is more dicult
as customers exert power in a multi-channel world and companies struggle with an explosion of data
thus sustaining operational excellence becomes increasingly challenging.
The assessment of the Asia Pacic Contact Centre Market study concluded that Asia Pacic had 3.48
million agent seats in 2011 and estimates this to reach 5.9 million in 2018. The Malaysian contact centre
market maintained its pace to register agent seats over 15 percent from the year before, estimated to
have reached 40,500 in 2011. Malaysia has a large multi-cultural population and multi-lingual
capabilities, which enables it to provide oshoring options to many countries such as China, Japan,
South Korea, and Indonesia. Outsourcers in the country are also looking to attract more business from
US, Europe and even Middle East.
Nonetheless, the attrition rate in the Asia Pacic contact centre market is higher than the rates in other
markets due to high stress levels and career opportunities in other industries. Many enterprises are
investing more on system upgrades rather than in improving agents' interpersonal skills and domain
knowledge.
Join Frost & Sullivan and industry experts at the 5th Annual Customer Interaction Malaysia Summit in
2013 as we discuss how enterprises need to be anticipating their customers' needs and proactively
reach out to their customers by delivering multichannel customer experience, improved decision
making using eective big data analytics and having well trained agents. Close the data loop and
ensure that the actions you take today will impact future relationships with your customer.

a Frost & Sullivan Customer Interaction Series 2013

GOLD SPONSORS
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation,
unied communications, and business process automation software and services. The company's
unied IP business communications solutions, which can be deployed on-premises or via the cloud,
are ideal for industries such as nancial services, insurance, outsourcers, collections, and utilities.
on the Net: www.inin.com.my
LivePerson is the leading provider of intelligent, online engagement solutions, enabling the world's
top brands to deliver a personalised user experience by proactively engaging visitors with real-time
solutions for chat, voice and content. www.liveperson.com.
Built around best-in-class CRM, commerce and industry solutions, Oracle oers the most complete
customer experience solution in the industry, enabling companies to dierentiate themselves
across all channels, touch points, and interactions. www.oracle.com.

EXCLUSIVE ROUND-TABLE SPONSOR

As market leader in enterprise application software, SAP helps companies of all sizes and industries run
better. From back oce to boardroom, warehouse to storefront, desktop to mobile device SAP
empowers people and organizations to work together more eciently and use business insight more
eectively to stay ahead of the competition. SAP applications and services enable more than 195,000
customers (includes customers from the acquisition of SuccessFactors) to operate protably, adapt
continuously, and grow sustainably. For more information, visit www.sap.com.

PARTNER SPONSORS
Jabra is the brand of GN Netcom, a subsidiary of GN Store Nord A/S (GN) - listed on NASDAQ OMX.
Jabra employs approximately 850 people worldwide and in 2011 produced an annual revenue which
amounted to DKK 2,106million.Jabra is a world leader in the development, manufacturing, and
marketing of a broad range of hands-free communications solutions. To nd out more about Jabra
visit www.jabra.com
Orange Business Services, the commercial brand of business-to-business activities in the FT
Group, has the broadest experience in IP transformation of any service provider, serving the world's
largest companies for nearly 60 years and pioneering advances in IP-based networks.To nd out
more about LivePerson visit www.orange-business.com.

EXHIBITOR SPONSOR
Be it your website, social media or contact centre, Six Degrees can help you transform your current

transform conversaons to engagements

customer engagement strategy into an ecient and fully integrated multi-channel customer
experience model ready to deliver superior service levels and consistent experiences. Six Degrees
are an Oracle Gold Partner.

SUPPORTING ORGANIZATIONS
The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) was
inaugurated in September 1999. Since then, it has been at the forefront of developing the local CRM
and contact centre industry in Malaysia. It is a strategic think-tank, an educational platform, and a
progressive establishment geared towards constantly improving the caliber of industry
professionals.
Established in 2002, Iasa is an international premier association focused on the architecture
profession through the advancement of best practices and education while delivering programs
and services to IT architects of all levels around the world. Iasadedicated to the advancement and
sharing of issues related to software architecture in the enterprise, product, education, FSI,
government sectors and etc.

MEDIA PARTNERS
Redberry provides tailored strategic and creative marketing solutions through our integrated
platform. For more information please contact us at
enquiries@redberry.com.my.

All business daily newspaper incorporating the international Herald Tribune, the best of world and
business news

National daily newspaper that delivers the news you need to know

Fortnightly magazine on culture, life and current aairs

Embedded in a younger, hipper format, Business Today focuses on how upcoming, Harvard-style
generations and savvy Gen-Y professionals, managers and executives are grooving up business with
new techniques, new design, new technology, and new ideas. Business Today takes a fresher,
smarter outlook from banking to management, property to airlines, leisure to health and luxury
goods and across all other key business & industry sectors. It covers critical economic, nancial
and business developments that impact Malaysian and multinational enterprises, and marries it to a
lifestyle focus thats second-to-none. Business Today is a monthly English publication in Malaysia.

MALAYSIA SME business newspaper is the rst and only business newspaper serving the SME
community in the country. Dedicated to SMEs, we cover SME business news, updates, developments
and events. Published fortnightly, this business newspaper covers insights, analysis, in-depth
interviews and coverage of highly successfully SME personalities. SMEs can now obtain new focus
and opinions that is specically written for SME business.

MSME News Network is the only news portal in the world which brings SME related news around
the globe in a single website. The portal showcases news from specic regions which is relevant to
the SMEs across various industries. It also houses credible international columnist who regularly
share their views and thoughts on issues concerning Global SMEs. They range from presidents of
SME associations to economist, professors, successful business owner, corporate leaders and
others who are highly recognized within the SME community.

The Top 10 of Malaysia is an English language magazine owned and published by RHA Media Sdn
Bhd. The acronym RHA is derived from the words, Research House of Asia. The magazine is all
about celebrating beautiful stories of successful businesses, people, and inspiring lifestyles across
the entire fabric of Malaysian life.

DNA provides coverage on industry issues, business models, public policy, start-ups and funding,
technology as well as business trends and developments and last but not least, proles on the
movers and shakers in the industry.

SPEAKERS LIST

Aaron Tan Dani

Founder and Chairman
International Association of Software
Architects (IASA) Asia Pacic
Aaron Tan Dani has a strong passion in the IT
Architecture related eld as he believes that only
with proper understanding and implementation
of the IT Architecture blueprint IT will bring
maximum values to the business. To drive this
forward, he founded and heavily involved in
setting up and leading IASA Chapters across
Asia Pacic countries since 2004.

Amiruddin Abdul Satar

Managing Director
KPJ Healthcare Berhad
Tuan Haji Amiruddin Abdul Satar, aged 48, is the
Managing Director of KPJ Healthcare Berhad
(KPJ) and was appointed to the post on 1 January
2013. An accountant by training, Tuan Haji
Amiruddin is a member of the Association of
Chartered Certied Accountants (ACCA).He
currently also sits on the Board of several KPJ
Hospitals as Chairman or Executive Director.

Gary R. Blough
Christopher Seah
CRM Director
Oracle Asia Pacic
Chris has over 10 years of experience in the CRM
eld delivering CRM projects and advising
clients in industries like nancial services,
telecommunications, life sciences, consumer
goods and public sector. Prior to joining Oracle,
Chris worked in various CRM-related roles for
leading software vendors like Cegedim,
Microsoft and Siebel.

Executive Vice president, Worldwide Sales

Interactive Intelligence
Gary R. Blough has been executive vice
president of worldwide sales for Interactive
Intelligence since July 2004. Blough had been
vice president of sales for Europe, Middle East
and Africa since January 2002, and served as
area director and vice president of sales for
Western U.S. and Latin America since joining the
company in February 1997. In the year 2004, he
was also tasked to oversee sales in the Asia
Pacic & Japan.

George Chua,
Vice President, Customer Analytics
Celcom Axiata Berhad
George Chua is currently Vice President,
Customer Analytics at Celcom Axiata Berhad
(Malaysias second largest mobile operator with
over eleven million subscribers) where hes
responsible for leading a team that oers
business analytics and constraint optimization
services to internal clients. Georges work at
Celcom underpinned marketing campaigns that
delivered over USD60 mil in annual incremental
revenue.

Haytham Sawalhy
Director, CRM Solutions
Orange Business Services APAC
Haytham leads Orange Business Services'
contact centre services in Asia Pacic region.
His mission is to build the regional "Go To
Market Plan" and the execution on it. As part of
his role, he is in charge of the business
development and the regional strategic plan in
terms of solutions portfolio, partnerships and
market focus.

Kamaliah Abdul Kadir

Senior General Manager Customer Service &
Metering Distribution Division
Tenaga Nasional Berhad
Kamaliah Abdul Kadir is the Senior General
Manager Customer Service & Metering,
Distribution Division at Tenaga Nasional Berhad.
As general manager for KL, she is in charge of
operations in the entire city, which is divided into
four regions - KL Central, KL West, KL South, and
KL East. Kamaliah heads the business for
electricity infrastructure and retail business for a
total of 1.1 million customers and sales of RM4
billion annually.

Leon Jackson
Head of Healthcare IT (CIO)
UM Specialist Centre
Leon Jackson is the Head of Healthcare IT for
UM Specialist Centre (UMSC), a private tertiary
care delivery organization owned by the
University of Malaya. He is a subject matter
expert on Healthcare IT, with 13 years of
experience in software engineering and 6 years
of experience in the healthcare industry. He
heads the IT team responsible for the
transformation of UMSC from paper based
medical records and processes to a information
enabled delivery of care, leveraging the power of
IT to improve operations and clinical outcomes while improving the bottom line.

Kevin Panozza
Evangelist
LivePerson
Kevin Panozza founded SalesForce with
advertising agency DDB in 1994 and built it into
the most successful, outsourced customer
contact business in the APAC region. As
Managing Director he established a team that
achieved a global reputation for deploying
emerging technologies and new techniques for
customer and employee engagement.

Wee Jonn Leow

Co-Founder & Managing Director
Zalora Malaysia
Leow Wee Jonn is Co-Founder and Managing
Director of ZALORA Malaysia, the largest online
retailer in Malaysia. He co-founded ZALORA
Malaysia, a part of ZALORAs South East Asians
fashion e-commerce operation in early 2012
along with Johan Surani. Prior to ZALORA, he
served as a Consultant at Bain & Company UK,
one of the worlds leading business consultancy
rms. His past experience at Bain includes
company
due
diligences,
merger
and
acquisitions, business turnarounds, prot
improvement and growth strategies

SPEAKERS LIST

Lim Wing Hooi

Senior News Editor
MalaysiaSME
Lim Wing Hooi is MALAYSIA SME Senior News
Editor. Prior to joining the business newspaper,
he was the Managing Editor of TrueWealth
Publishing. A strong believer that economics
form the bedrock of society, he holds a Bachelor
of Communication (HONS) majoring in
Journalism and has worked with banks to
understand how money makes the world go
round. Currently looking at business ventures
that would encourage entrepreneurship to
change the world, Wing Hooi continues to look
at what can be, and why not?

Megat Mazhar Khair B. Megat Md Nor

Mayank Kapoor
Industry Analyst ICT Practice
Frost & Sullivan
Mayank Kapoor is the lead analyst for
Datacenter Services and Cloud Computing, he
focuses on monitoring and analyzing emerging
trends, technologies and market behavior in the
Datacenters,
Virtualization
and
Cloud
Computing markets in Asia Pacic.
Since
joining Frost & Sullivan in June 2010, Kapoor has
completed several research studies and
consulting projects on Datacenters, Cloud
Computing, Virtualization and Enterprise Data
Services.

Mohd Irwan Rizal

General Manager, ICT Operations and Services

VADS

President
Customer Relationship Management & Contact
Centre Association Of Malaysia (CCAM)

MEGAT MAZHAR KHAIR BIN MEGAT MD NOOR

General Manager, ICT Operations & Services
VADS Berhad Megat Mazhar Khair was
appointed General Manager, ICT Operations &
Services at VADS Berhad on 1 January 2013. Prior
to this he held the post of General Manager, IT
Services, General Manager, Hosting and
Managed Services and General Manager,
Network Services in VADS. He holds a Bachelor
of Science in Electrical Engineering from State
University of New York, USA.

Mohd Irwan Rizal was appointed as President on

Saturday, 22nd April 2012. He is the Ministers
Appointee Member in National YOUTH
Consultative Council, Ministry of Youth And
Sports of Malaysia and has attended Executive
Diploma in Counselling. He has 7 years of
experience in Customer Service and Contact
Centre and actively involved in Youth
Development Programme throughout the
Nation.

Pranabesh Nath
Norlida A.Manaf
Vice President, Head, Customer Relationship
Management
Sime Darby
Norlida is very instrumental in maintaining
highest possible levels of customer satisfaction,
emphasizing quality assurance processes in
every customer interactions or touch points. She
is also responsible to ensure eective
implementation of CRM for the company in order
to develop a customer service excellence
mindset /culture.

Research Manager, Enterprise Communications

& Contact Centers
Frost & Sullivan
Pranabesh Nath is a Research Manager and
Industry Analyst with the ICT Practice at Frost &
Sullivan in Asia Pacic. He has overall
responsibility for the Customer Contact &
Enterprise Communications practices for Frost &
Sullivan in Asia Pacic. With more than 8 years
in the industry, Pranab provides client counsel
and advice on market penetration and
expansion strategies, growth opportunities,
customer service, as well as implementing
collaboration solutions and applications to
market participants and their customers.

Ralph Ede
Managing Director
Jabra South Asia

Rafiq Razali
Country General Manager
Groupon Malaysia
Raq Razali is currently the Country General
Manager for Groupon Malaysia. Prior to this he
held the position of Head of Sales and Head of
Products. As Head of Products, Raq
successfully launched new business verticals in
Product, Travel & National segments for Groupon
Malaysia seven months after he joined.

Ralph Ede joined Jabra in May 2008 as the

Regional Managing Director for South Asia for
GNs Contact Centre and Oce (CC&O) Division.
Based in Singapore Ralph leads sales and
operations for the ASEAN and SAARC. Prior to
GN Mr. Ede worked for Motorola where as
Director of APAC sales in the Networks &
Enterprise group he led teams responsible for
the delivery of wireless broadband solutions to
government organizations, carriers, WISPs and
private networks operators.

PROGRAM AGENDA
DAY 1 - CONFERENCE
8.30 am

Exhibition & Registration

11.30 am

9:00 am

Chairmans Opening Remarks

Pranabesh Nath, Research Manager, Enterprise Communications &
Contact Centers, Frost & Sullivan

9:05 am

KEYNOTE #1: Customer Interaction Transformation

Contact centers started with infrastructure phone-based agents
and are now finding it challenging to shape the customer
experience as customers expect more seamless integration of their
experience across channels and more personalized service from
each interaction. This session identifies the next generation of the
contact center industry and the key trends that impact customer
interaction in todays business climate.
Key Take-Aways:
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Christopher Seah, CRM Director, Oracle Asia Pacific

12:00 pm

Interactive Panel Discussion: Smart Strategies for moving

Applications to the Cloud
This panel discussion will address some of the most important
lessons learned from moving applications to the cloud. Discussions
will focus on customer self-service applications across multiple
channels that impact both transaction cost and customer
experience.
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Aaron Tan Dani, Founder and Chairman, International Association
of Software Architects (IASA) Asia Pacific
Megat Mazhar Khair B. Megat Md Nor, General Manager, ICT
Operations and Services,VADS
Ben Nottle, Global Sales Director - Sales, Service & Marketing
Line of Business, SAP Asia

12:45 pm

Networking Luncheon and Exhibition

02:00 pm

Delivering customer service in a digital economy

This case study will address some of the most important lessons in
delivering customer service in the public sector. This will enable a
digital economy that connects and empowers not only the
government but business and citizens.
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Bill Lisle, CEO, AIA Bhd. & ING Insurance Berhad

9:30 am

KEYNOTE #2: The New Dynamics of Customer

Interaction A Healthcare Perspective
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Leveraging Multichannel Service Strategies to Maximize

Customer Experience
With the rapid evolution and expansion of the channels customers
use to seek care, one of the key challenges facing enterprises today
is how to create exceptional experiences in a multichannel context.
In this session, you will gain insights into how consumers are
adopting different channels (particularly mobile, social, and voice),
discuss strategies to manage channel transitions to increase
business impact, and develop a framework for applying these ideas
to your enterprise.
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efficiency and revenues
Gary R. Blough, Executive Vice president, Worldwide Sales,
Interactive Intelligence

10:30 am

Networking, Refreshments and Exhibition Break

11:00 am

Empowering your Contact Centre Mobility & Agility

Web2.0 Flexible Workspace
A rich, flexible and open web portal should be a key component for
your decision to move your contact centre to the cloud. The web
portal should enable your business to easily personalize user
desktops for the specific job of the agent or supervisor and to
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desktop, including a PC-based soft phone and instant messaging.
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of the underlying platforms engine a web2.0 flexible workspace. We
will demonstrate the strength of our web2.0 flexible workspace.
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Service & Metering, Distribution Division, Tenaga Nasional Berhad
02:30 pm

Jabra Innovation and Technologies

Ralph Ede, Managing Director, Jabra South Asia

03:00 pm

Think Tank Breakout Sessions Unlocking your brilliance

to achieve customer service excellence in a social
marketplace
Four breakout sessions will be held. Each will be lead by a
designated team leader as an idea exchange with industry
colleagues. All four of the following questions will be discussed in
each group.


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Services APAC

a Frost & Sullivan Customer Interaction Series 2013

Mohd Irwan Rizal, President, Customer Relationship Management

& Contact Centre Association Of Malaysia (CCAM)
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4:00 pm

Networking, Refreshments and Exhibition Break

4:15 pm

Transforming your Customer Experience The Cloud

Advantage
Todays customer experience executives face one of the most
challenging markets we have seen in years. With the advent of self
service, requirements for multichannel communications and the
specter of social media, retaining customers and keeping them
happy can be a daunting feat. By moving your infrastructure and key
applications to the cloud, you can focus your energies on your core
business enhancing the service experience for your most
important customers. In this interactive session, you will learn how
to determine if the cloud is the right fit for your business and hear
case studies of how companies drove impressive results in making
the switch.
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11.00 am

Transforming the Online Customer Experience: Optimize

Engagement across Web, Mobile and Social Channels
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10:20 am

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4;45 pm

5:00 pm

Key Takeaways from the Sessions & Closing Remarks

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10:40 am

Governance in the Customer Experience Industry

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11:00 am

Increasing the Relevance of the Customer Service

Organizations within the Organizational Structure: Case
Studies From Around the World
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End of Day One

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8:30 am

Exhibition & Registration

9:00 am

Frost & Sullivan Insight on Global Mega Trends: Changing

the Future of Customer Contact, and your Career
This interactive session will focus on analysis of global mega trends
and their implications, examining important components of a
companys future strategy, development and innovation processes
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continue to represent the tip of the spear when it comes to
interacting with customers, creating brand loyalty and driving
revenue.
Key Take-Aways:
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helping to improve business results in the contact center
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business models as well as the specific needs and buying
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strategic recommendations for contact center success

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Interactive Panel Discussion: Social Media Strategies to

satisfy your customers and make your CFO smile
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customers up the fan ladder how will your brand create an
effective strategy to meet rapidly evolving customer expectations
for interaction via the social channel?
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listening and engagement
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operationalising social media in the contact center for customer
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investment required to embrace new channels while reducing
obsolete channels of customer interaction
Moderator:
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a Frost & Sullivan Customer Interaction Series 2013

Networking Refreshments and End of Summit

Frost & Sullivan reserves the right to amend the agenda as deemed
necessary, without prior notice

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