CCAP’s Contact Islands 2017

CCAP’s Contact Islands 2017

Event Details

October 11-12, 2017

Shangri-la’s Boracay Resort & Spa
Boracay Island, Philippines


Sitel Group Philippines is a proud sponsor of the 2017 Contact Center Association of the Philippines’ (CCAP) annual industry conference, Contact Islands. In collaboration with the Everest Group, a leading global consulting and research firm, the theme of this year’s CCAP conference is The Future of Customer Experience. The event seeks to cement the value and role of the Philippine contact center industry in transforming and amplifying the customer experience for clients around the globe. Participants can look forward to the presentation and discussion of Sitel Group executives on: Customer Journey Mapping, Enhanced Analytics for Personalized Customer Experience and Using Technology to Better Manage Talent.

Sitel Group Philippines’ leader, Craig Reines, COO – APAC, Sitel, shares “our strategy is not just doing what is right for Sitel, but also providing a platform to showcase the exceptional Philippine contact center industry as a whole and promote everyone’s fantastic work.”


Day 1, October 11
Welcome & Networking Lunch – Welcome Message by Craig Reines, COO – APAC, Sitel
4-5:30 p.m. Redefining the Overall Customer Experience Strategy, Gordon White, General Manager – Americas, The Social Client
     Sub-topic:  Understanding key Customer touchpoints through comprehensive customer journey mapping.

Day 2, October 12
11 a.m. to 12:30 p.m.

  • Breakout Session, Track 2 – Doing More with Big Data, Mikey dela Peña, VP, Operations, Sitel
    Sub-topic: Enhanced Analytics for a more personalized customer experience 
  • Breakout Session, Track 3 – Optimizing Your Workforce, Kalpak Huddar, VP, HR, Sitel
    Sub-topic: Stand-alone or Enterprise Technology: Which one is best in managing Talent? 

2:45 p.m.
Unlocking the Power to Link and Think: Maximizing Artificial Intelligence, Craig Reines, COO – APAC, Sitel