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Part 2: Customer Experience
As a sequel to our first plenary, the PwC Experience Consulting Team held a webinar entitled “Reinventing the Customer Journey”. This webinar is the second of a 3-part ROX series that examines what customer experience really means and how that has evolved over time and especially very recently with the pandemic. Unlike our previous session, this webinar was conducted fully online.
Some Key Points from Our Speakers
Aiza was the first to share her thoughts on how customer experience is evolving, followed by Renzo who identified the correlation between employee experience and customer experience, and why the former is the leading indicator that businesses should focus on. We also heard from Chen Chow on the importance of a public-private synergy and contemporary privacy concerns. Kelvin, our Assurance Partner, provided a concise yet compelling narration on how the financial services industry must leverage on technology to deliver a holistic customer experience.
Our Panelists
Aiza Azreen
CEO of Pertama Digital
Yeoh Chen Chow
Co-Founder of Fave Group
Renzo Viegas
Board Member of Manulife Holdings and Astro Malaysia Holdings
Kelvin Lee
Assurance Partner at PwC Malaysia.
Jasmin Peters (Moderator)
Experience Consulting Lead
PwC Malaysia
Photos During The Day
Snippets of the Webinar
The materials used in this webinar have been prepared for general guidance on matters of interest only, and do not constitute professional advice. You should not act upon the information contained in these materials without obtaining specific professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in these materials, and, to the extent permitted by law, PwC Malaysia, its members, employees and agents do not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in these materials or for any decision based on it. Unless otherwise stated, we own the intellectual property rights in the materials brought to or created by us for this webinar and you should not share any part of the materials without our consent.
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