Transforming Customer Experience to Stay Relevant

Lessons from Asia Pacific Contact Centre Leaders

On-demand Webinar with Ecosystm and Webex

Webex On Demand

As we adapt to the ‘new normal’, customers are expecting the customer service and interactions to be more seamless, quicker and consistent on digital channels.

In this Customer Experience Asia Week 2021 webinar, technology research firm Ecosystm and Webex, discussed the following:

  • Driving Employee Experience (EX) and managing a hybrid workforce that can remain resilient during crisis
  • Moving beyond transactional to interactive, predictive and proactive customer experiences
  • Challenges of driving a consistent Customer Experience (CX) and how to overcome it
  • Importance of contact centre modernisation and agility

Audrey William

Audrey William

Principal Consultant


One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments as diverse as enterprise collaboration, unified communications-as-a-service (UCaaS), video, contact center, CX, outsourcing as well as artificial intelligence, enterprise mobility and digital transformation.

Audrey has a proven track record both as an analyst and a business leader, having spent close to two decades in various analyst roles at Frost & Sullivan, providing counsel to C-level executives on go-to-market strategies – most recently as Head of Research and Senior Fellow at the firm’s ICT practice in Australia and New Zealand. As one of the pioneers of the firm in the region, Audrey played a pivotal role in its regional expansion, including building and mentoring a team of analysts across various markets in Asia-Pacific, including Malaysia, Singapore and Australia.

Lukas Carruthers

Lukas Carruthers

Head of Innovation, Strategy and Operations, APJC

Webex Customer Experience

Lukas leads the innovation and strategy for the Customer Experience practice across APJC. Lukas works with customers and technology partners across the region to deliver reimagined CX strategies underpinned by innovative technology solutions. Lukas has 20+ year’s global experience in the CX and EX industry.

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