Over the last few days, iZeno alongside SugarCRM and Amazon Web Services hosted an event in Malaysia based on the theme of “Accelerating your customer experience”


A full audience view of CRM Acceleration Singapore


The main objective of our event was to engage our audiences and give insights into how CRM and Cloud can be used to deliver an improved customer experience and our experts delivered presentations on a wide range of topics regarding:

  • CRM and Industry Trends
  • Delivering a Cognitive Customer Experience
  • Cloud-Based Call Centers
  • Customer Experience with Moobidesk and Sugar.


Paul delivering his presentation on CRM and industry trends


Our first session was headed by Paul, who spoke about how CRM can assist businesses in tracking changing consumer preferences and trends.

Paul gave an example of how CRM can assist a manufacturing business track its customer’s changing preferences and moved on to how SugarCRM features the tools needed to make this possible. The session was concluded by a segment on how Sugar’s flexibility meant that the use case was not locked to manufacturing and was possible in any industry.


Andrew during his introduction to optimizing user adoption


Our Second presentation was delivered by Andrew Tan, who spoke about strategies for optimizing user adoption.
Andrew spoke about what actions a business should take at each stage of the CRM implementation process to ensure strong user adoption. Andrew also gave examples of best practice and defined what a successful program looked like and how it functioned.
Kenneth’s presentation regarding Cognitive CX
Before our break, Kenneth presented on how Amazon Web Services features the tools needed to deliver cognitive customer experience through Cognitive CX.
Kenneth spoke about how AWS’s software can be used to create a highly efficient contact center that utilizes Machine Learning to accurately analyze natural language that gives users a clear view of their customers at each touch point, leading to greater insights regarding customer thoughts and preferences.
Mark delivering his presentation on Cloud-based call centers

After a short break, Mark’s presentation was centered on utilizing the power of Amazon Connect alongside SugarCRM to bridge the gap between external touch points such as call centers to the rest of the customer-facing employees of a business.

Mark also introduced iZeno 360 hub and explained how it modernizes Contact Centers for businesses across all industries. 360 hub integrates SugarCRM and Amazon Connect, meaning that customer support is powered with machine intelligence which gives agents the tools needed to deliver timely support.

Michelle’s presentation on creating an omnichannel customer experience

Our final session was delivered by Michelle Goh who covered how deeper customer engagement is possible through via Moobidesk integrated with SugarCRM, creating an omnichannel experience that unifies the communications between customer and business.

Michelle elaborated on the positive effects of the solution, stating that companies with a strong omnichannel customer engagement retained 89% of their customers on average compared to companies with a weak customer engagement only retaining roughly 33%.

Read more about our CRM solutions below:

About iZeno

iZeno was founded in 2003 to provide enterprises with best-in-class technology solutions they need to keep their business running seamlessly. With a team of 70+ in-house innovators, we have delivered over 500 Enterprise Solutions, implemented and optimized to enable smarter insights. Our team draws on industry experiences in accomplishing a portfolio of mission-critical applications, integrating DevOps, Cloud, CRM, Data Analytics, and other leading technologies with our clients’ existing IT frameworks. With leading presence in the region, headquartered in Singapore and operation in Malaysia, Indonesia, Thailand and Philippines, no project is too complex for us, and our team is always ready for a new challenge.

Get in touch with us here.