It is an honour and a privilege for me to be appointed Chairman of the Asia Pacific Contact Centre Association Leaders (APCCAL) for 2016 through 2018. In accepting this responsibility, my thoughts turn first to my predecessor and good friend, Andi Anugrah. He has completed his term with success that I now will also commit myself to the collective effort of promoting the goal of the greater collaboration and best practices sharing in delivering exceptional customer experience in Asia Pacific amongst member countries of APCCAL & the region. This is clearly of the essence when considering the partnership between the 11 country associations forming APCCAL. Huge progress has already been achieved in ensuring seamless sharing of best practices in that direction and the work continues.
The upcoming APCCAL EXPO in Bangkok will prove the success of this association at a new milestone whilst showcasing APCCAL as how it was envisioned 10 years ago. We will be focusing on the market transition, technology and digitisation of customer experience in the industry.
With a Connected Digital Customer Experience, it enables companies to deliver contextual, continuous and capability-rich journeys for their customers. The differentiated and relevant service coupled with effortless experience for customers as and when they need it or where they prefer, should be the aspiration of all organisations regardless of size and geography.
It is therefore with great enthusiasm that I shall commit myself, together with the new Vice Chairman of APCCAL, Byron Fernandez and fellow APCCAL leaders, to promote the vital work carried out by this association and to being ambassadors around the world for the goal of high quality Contact Centres and Customer Experience.
Asia Pacific Contact Centre Association Leaders (APCCAL)