COVID-19 as a Digital Transformation Catalyst

The COVID-19 pandemic has created a ripple effect on businesses, markets, and economies around the world. It has prompted thousands of organizations to rethink their strategies to meet the changing demands of their customers continuously. It has also allowed companies to accelerate their digital transformation further.

Frost Radar™ is Frost & Sullivan’s robust analytical tool that benchmarks the growth potential of companies. Frost Radar™ stated the importance of mapping the CX journey for contact centers to meet the growing demand for a more personalized, digitized, and engaging customer experience. In today’s digital landscape, where companies strive for a seamless customer journey and better customer engagement, companies must also learn how to recognize technological advances and trends to stay ahead.

How did the COVID-19 pandemic catalyze digital transformation? Find out in our on-demand webinar with Krishna Baidya, Director and Digital Transformation Practice Head of Asia-Pacific Customer Experience Research​ at Frost & Sullivan, Michael Costevec, Vice President of Transformation, Asia-Pacific at Teleperformance, and Marina Campos, Global Head of the Teleperformance Customer Experience Lab. Register to watch this on-demand session.

SPEAKERS

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Krishna P. Baidya

Director, Digital Transformation Practice Head of Asia Pacific Customer Experience Research​ at Frost & Sullivan 

 

Krishna heads Frost & Sullivan's Connected Work, Customer Experience Research in the Asia Pacific region. He oversees a team of analysts across Asia Pacific, tracking and analyzing regional market trends and competitive developments in these focus areas.

Based in Singapore, Krishna has spent more than 15 years in ICT research and consulting. His experience includes supporting technology vendors and service providers in addressing key strategic issues. Previously, Krishna led a telecoms research in the consumer and business communication service segment for APAC.

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Michael Costevec

Vice President of Digital Transformation at Teleperformance Asia Pacific

 

Specializing in digital transformation and consulting, Michael has been with Teleperformance for over 10 years. Since 2016, he has been in charge of the APAC Digital Integrated Business Solution implementation, focusing on digital transformation through the Technology, Analytics, and Process Excellence (T.A.P.) framework, All Ideas Matters (AIM), and Lean Six Sigma.

MODERATOR

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Marina Netto Campos

Global Head, Teleperformance Customer Experience (CX) Lab, TP Women regional Board Member

Marina has over 20 years of experience in various roles, including strategy and research across three continents. She specializes in analyzing key verticals to identify major trends and conducts primary research to understand consumer preferences for dissemination internally and to clients.

 

Watch Free Webinar on Demand

The COVID-19 pandemic has prompted thousands of organizations to rethink their strategies to meet their customers’ changing demands continuously.

Learn about the significant changes across the Asia-Pacific region in 2020, how the pandemic affected the digital transformation of businesses, and the rise of the work-at-home business model.

About TP Talks Webinar Series:

With the objective of curating a dynamic customer experience ecosystem, the TP Talks webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.

 

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