2018年11月20-21日 | 中国、上海、The Langham Shanghai Xintiandi

アジェンダ 2日目

8:00 am - 8:45 am Registration & Coffee & Tea

NEW AGE TECHNOLOGY & INNOVATION

9:00 am - 9:30 am The Modern Rules of Customer Relationship Management: A Data-Driven Approach to Unlocking Customer Insights

         Analysing customer data and segments to drive product and service differentiation
         Maximising customer loyalty and retention with hyper-personalisation
         Empowering customer experience decisions with advanced insights
         Putting cognitive AI at the centre of your customer experience roadmap
         Moving beyond transactional to proactive customer engagement with AI and chatbots
         Overcoming implementation challenges and driving enterprise wide adoption
 
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William Feng

Head, Customer Experience Strategy
Didichuxing

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Raphael Hu

Senior Director of Big Data Analytics | General Manager of Customer Experience Department
Ping An Insurance (Group) Company of China Ltd | Ping An Property & Casualty Insurance

10:15 am - 10:45 am How Artificial Intelligence can be an Enabler to Achieving Customer Experience Excellence

         Challenges and opportunities in using AI to transform customer experience
         Reimagining new customer engagement, operating and service models
         Realising the benefits of a personalised and predictive customer experience strategy

10:45 am - 11:30 am Speed Networking & Morning Refreshment Break


WORKING GROUP DISCUSSIONS

Roundtable G

11:30 am - 12:45 pm Banking
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Andrew Wei

General Manager - Tele Customer Service Centre
Sinosafe General Insurance Co. Ltd

Roundtable I

11:30 am - 12:45 pm Pharmaceutical and Healthcare

Roundtable J

11:30 am - 12:45 pm Hospitality and Travel

Roundtable K

11:30 am - 12:45 pm Retail and E-Commerce
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Brett Qiao

Director, Customer Support Centre - Industry BU China
Schneider Electric

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in the industry roundtable session of their choice, which has close relevance to their sector of expertise and / or scope of responsibility.

12:45 pm - 2:00 pm Networking Lunch

BRAND LOYALTY & EXPERIENCE

2:00 pm - 2:30 pm Elevating Brand Experience to Attract and Retain Customers

Adeline Yong - Deputy General Manager, Head of Loyalty Customer Experience Dalian Wanda Group
         Defining brand vision and customer experience goals to maximise business ROI
         Integrating social and digital technologies to develop effective and impactful campaigns
         Evolving brand engagement strategies to achieve differentiation and enhance customer loyalty
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Adeline Yong

Deputy General Manager, Head of Loyalty Customer Experience
Dalian Wanda Group

2:30 pm - 3:15 pm PANEL: Investing in Customer Experience to Enhance Brand Loyalty

Gerrit Silla - Head of CRM SAIC Volkswagen
Douglas Lim - Head of Global Customer Service TPV
         Reinventing customer experience for improved brand loyalty
         Making the transition from product to customer-centric to win customer loyalty in a digital age
         Embracing customer advocacy for experience design and sustainable business growth
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Gerrit Silla

Head of CRM
SAIC Volkswagen

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Douglas Lim

Head of Global Customer Service
TPV

3:15 pm - 3:45 pm Building a Unified O2O Brand and Loyalty Strategy in China

Andrea Mantovani - Head of Ecommerce APAC Moleskine
         Capitalising on the benefits of an integrated social, eCommerce, retail and loyalty strategy
         Removing silos and optimising customer journeys across online and offline platforms
         Aligning promotions and campaigns to grow your customer base and accelerate brand conversions
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Andrea Mantovani

Head of Ecommerce APAC
Moleskine

3:45 pm - 4:15 pm Afternoon Refreshment Break

CUSTOMER EXPERIENCE MEASUREMENT

2:15 pm - 2:45 pm Devising an Effective Voice of the Customer Program: Beyond Customer Listening to Customer Understanding

Billy Turchin - Vice President, CRM and Customer Experience Intercontinental Hotels Group Resources Inc.
         Implementing VOC programs with customer profiles in mind
         Obtaining and operationalising real-time customer feedback for better service and business outcomes
         Combining NPS and VOC: How customer insights can be the enabler to refining customer experience strategies
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Billy Turchin

Vice President, CRM and Customer Experience
Intercontinental Hotels Group Resources Inc.

4:45 pm - 5:15 pm Leveraging Social Media to Boost Customer Experience Management

         Capturing real customer sentiments across social platforms
         Deploying social listening and monitoring tools for smarter business decisions
         Using social feedback to improve customer service and provide valuable insights to the overall organisation

5:15 pm - 5:20 pm Chairman's Closing Remarks & End of Summit

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