The Contact Center Association of the Philippines (CCAP)is getting geared up to mount the biggest and most awaited industry conference this year—the Contact Islands 2018.
After giving the industry a glimpse of ‘The Future of Customer Experience’ in 2017, the annual conference will further share insights this year on customer experience in a digital world.
With the theme ‘Leading with CX in a Digital World,’ Contact Islands 2018 aims to continue the progressive discussion about issues that matter the most to the business process outsourcing (BPO) industry and the call center sector. It will focus on the dynamics of empowered customers, hybrid workforce, the evolving jobs of the future, the new service delivery models, and much more.
Discussions will also explore effective and creative ways to further strengthen customer experience by making contact centers more responsive to emerging and changing requirements amid the new digital economy.
Plenary sessions will give way to feedback from actual customers, introduce participants to the Human + Machine delivery model, and identify soft and technical skills required to meet clients’ expectations. Track sessions will facilitate an exchange of ideas among the industry’s thought leaders and other experts—covering topics like new customer experience strategies, recruiting ‘agents of the future,’ and new measures to create and operationalize customer value.
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Contact Islands 2018 will take place on July 25-26, 2018, at Shangri-La’s Mactan Resort and Spa in Cebu. To register, visit www.ccap.ph