Frost & Sullivan will be hosting the Customer Interaction Malaysia Summit on June 15, 2011 at the DoubleTree by Hilton, Kuala Lumpur. With the support of Gold Sponsors Interactive Intelligence and Orange Business Services, Frost & Sullivan and various industry experts will discuss how enterprises need to be anticipating their customers' needs and proactively reaching out to their customers to optimize customer experience.
In an increasingly complex environment, improving the customer experience continues to be a top priority for businesses who want to drive revenue and profitability. Achieving this goal is more difficult as customers exert power in a multichannel world, companies struggle with an explosion of data, and sustaining operational excellence becomes increasingly more challenging.
Themed 'Preparing for the next decade of Customer Interaction', the summit will discuss trends, technologies and strategies that intelligent leaders are approaching to address customers' multi-channel environments by understanding customer profiles and behaviour. Achieving and sustaining greater customer loyalty requires new operating models that embed this 'new intelligence' to ensure their people, processes, infrastructure, and governance drive optimal customer interactions.
Shivanu Shukla, Associate Director at Frost & Sullivan, commented,"The changing demographics and the emerging importance of a new generation, Generation Y, should not be taken lightly. Frost & Sullivan's Mega Trends research has shown that the Gen Y population will account for 33% of global population by 2020 which amounts to 2.56 billion people and 42% of that figure will be from Asia Pacific."
Gen Y's consumption patterns and preferences vary greatly from other demographic segments; Gen Y is accustomed to products and services that are highly personalized and prefers to communicate in a broadcast than a one-on-one mode, as proven by the success of Twitter and Facebook. Organizations will have to dedicate teams to manage their communication through social media. Gen Y is also demanding, impatient and global i.e. Gen Y expects immediate solutions and is good at multitasking, with an overall faster pace.
"While Gen Y is highly impatient, it is also used to self-service. Gen Y looks to social media to help shape its consumer decisions, looking to members of an online community for help and recommendations. Thus, a negative comment has the potential to influence thousands, if not millions, of consumer opinions. Companies will have to address negative situations immediately or face the possibility of long term damage," said Shukla.
The one day summit will further discuss and elaborate on various industry considerations including effective strategies for Next-Gen Care, predictive analytics for new intelligence, the Top 10 Global Mega Trends and their impact, Improving customer loyalty and organizational productivity with unified solution, IT adoption and Consumer Markets, Cloud Computing and Contact Centers, and Mobile CRM.
Program highlights include keynote presentations on 'Innovation of Next-Generation Customer Interaction' by Michael Lai, CEO of Packet One Networks and 'Winning Strategies for Next-Gen Care' by Rozalila Abdul Rahman, CMO of Telekom Malaysia Berhad. Interactive panel discussions including one on 'Breaking through the Country Specific Challenges in IT adoption and Consumer Markets in Malaysia' moderated by Shivanu Shukla, Associate Director of ICT at Frost & Sullivan are also anchoring sessions of the program.
For a detailed program agenda and speaker list, please visit frost-apac.com/ci/malaysia/. To register for the summit, Email your requests to loraine.marasigan[.]frost.com.
Interactive Intelligence and Orange Business Services are Gold Sponsors. Business Today and Developing Telcoms are Media Partners while Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) is a Supporting Organization for the summit.
The Generation Y Mega Trend is part of Frost & Sullivan's Top 50 Global Mega Trends research conducted in conjunction with Frost & Sullivan's 50th Anniversary celebrations. Frost & Sullivan is proud to be among the top 25 companies with a history of over 50 years that participates in the Information and Consulting Industry worth US$366 billion globally.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from over 40 offices on six continents.