Frost & Sullivan recently hosted the 8th Annual Customer Interaction Asia Pacific Summit on 4 June 2013 at the Sofitel Philippine Plaza, Manila. In an increasingly complex business environment, improving the customer experience continues to be a top priority for businesses who want to drive revenue and profitability. Achieving this goal while sustaining operational excellence becomes increasingly challenging as customers exert power in a multi-channel world and companies struggle with an explosion of data.
"Social media is rapidly emerging as the next big frontier for customer engagement and interaction," said Mr. Nitin Bhat, Partner & Head of Consulting, Frost & Sullivan. "Millions of customer interactions take place every day on social media sites such as Facebook, Twitter, and YouTube, besides other customer support forums and online communities. Therefore, it has become imperative for companies to possess a sound social media customer engagement strategy."
He added,"Any medium that is accessed by a large number of people can qualify as a potential contact channel. With over a billion users in Asia Pacific alone, social media has established itself as the latest customer contact channel. Its impact on society, in general, has been immense, where it has become a cultural phenomenon, empowering people to interact, participate, and share ideas and opinions. Today, it is also a business phenomenon with many firms leveraging its benefits to improve collaboration with end users."
Mr. Bhat opened the one day summit which discussed how enterprises need to anticipate their customers' needs and proactively reach out to their customers by delivering multichannel customer experience, improved customer experience in the social media forefront and the need for well-trained agents.
Throughout the summit, Frost & Sullivan and other the industry experts discussed how businesses can optimize their customer experience, with presentations and interactive panel discussions on global Mega Trends and their implications, the advantages of cloud computing, effective social media strategies and the usage of multi-channel strategies.
Presenters and participants included industry experts from Amazon Web Services, Avaya, EastWest Bank, Google, Interactive Intelligence, Jabra, Microsoft, MobileMonday, Oracle, Philippine Savings Bank, salesforce.com, Superbrands Philippines, Transcom, Western Union Services, and Zuellig Pharma Asia Pacific.
For more details on this summit, email your request to carrie.low[.]frost.com or visit frost-apac.com/ci/.
Interactive Intelligence and salesforce.com are Gold Sponsors while Avaya, Jabra, Oracle and Teleperformance are Partner Sponsors. BusinessWorld is the Official Media Partner while Digital News Asia and Top 10 of Asia are Media Partners.
About Frost & Sullivan
Frost & Sullivan (frost.com), 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. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion.