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Genesys x ITApps : CX Digital Transformation in the Cloud


19 Sept 2023

The All-In-One Cloud Centre Solution

On September 19, 2023, the Pavilion Hotel in Kuala Lumpur played host to a transformative event that offered a deep dive into the realm of Customer Experience (CX) in the era of digital transformation. Aptly titled "CX Digital Transformation in the Cloud," this event was organized by Genesys in collaboration with ITApps, with AWS as an Alliance Partner, and Twimbit as the Knowledge Partner.

Welcome Speech by Raymond Low, ITApps

The event commenced with a warm and inspiring welcome speech delivered by Raymond Low, representing ITApps. In his address, he set the stage for an enlightening exploration of CX in the digital age.

Delivering Exceptional CX: Insights from Shivanu Shukla

Following the welcome address, Shivanu Shukla, Principal Advisor in CX at Twimbit, took the stage to present a captivating discourse on "Delivering Exceptional CX – Mastering the art of service, digital, and employee experience." Shivanu provided valuable insights into the evolving landscape of customer expectations and the increasing importance of mastering CX.

As Shivanu highlighted, companies across industries are striving to differentiate themselves and add value in today's Experience Economy. With shifting customer expectations and intensifying competition, the mastery of CX has become pivotal. Shivanu explored what distinguishes Exceptional CX and emphasized the critical factors that companies should prioritize to craft personalized, engaging, and delightful customer experiences.

Panel Discussion: Lessons in Building Personalized Empathetic Experiences

The event's agenda also included a dynamic panel discussion moderated by Shivanu Shukla. The panel featured distinguished experts in the field, including Chong Chew May from Maxis, Chang Chin Arn from Genesys, and Chin Yaw Han from ITApps. Together, they shared invaluable insights and experiences in the realm of building personalized and empathetic customer experiences.

Roundtable Discussion: The Great CX Debate

One of the highlights of the event was the thought-provoking roundtable discussion, aptly titled "The Great CX Debate." Attendees had the opportunity to join small groups of their CX peers to engage in stimulating discussions centered around the impact of digital transformation on enhancing customer experiences and improving employee productivity through Experience Orchestration.

The topics under consideration were crucial to the future of CX:

  • Generative AI: Yay (Need to embrace AI now) or Nay (AI is not yet ready for CX)

  • Cloud CC is critical for CX vs. Cloud CC is not preferred for our industry

  • Seamless Omnichannel is a dream vs. Omnichannel is a pre-requisite for great CX

Networking Time

In conclusion, the "CX Digital Transformation in the Cloud" event served as a beacon guiding industry leaders and professionals through the intricate landscape of customer experience in the digital age. As customer expectations continue to evolve and industries become more competitive, the importance of CX mastery cannot be overstated.

The collaboration between Genesys, ITApps, AWS, and Twimbit underscored the significance of partnerships and shared knowledge in driving CX excellence. Attendees left the event with renewed inspiration and the tools they need to navigate the ever-evolving landscape of CX in the digital era.

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