20 - 21 March 2018
The Peninsula Manila, Makati City, Metro Manila, Philippines

Dana de la Vega


Associate Manager for Customer Experience
ZALORA Philippines


11:30 AM The Prerequisite to RPA: A Winning Customer Experience Mindset to Empower - not Eliminate - Business Processes

ZALORA Philippines has effectively halved Customer Service Contacts and secured industry-high Net Promoter Scores by regularly studying customer patterns and pains and meeting these with automations and web/app features that address users' current and even future needs. Since shopping remains a very personalized experience, ZALORA also continually seeks to balance automation with empathy, targeting not just to meet internal efficiency KPIs but also to deliver on customer satisfaction. Dana will walk you though the following key points:
  • Spotting and prioritizing gaps in the customer journey
  • Designing automation solution to empower - and not eliminate - customer touch points


Check out the incredible speaker line-up to see who will be joining Dana .

Download The Latest Agenda