Vivian Miao has been with Trip.com for 20 years, bringing extensive experience in organizational development and employee experience. She has played a crucial role in designing and optimizing the organizational structure to enhance overall effectiveness, ensuring efficient operations and the achievement of strategic objectives for Trip.com's Global Customer Support Center. Vivian focuses on enhancing talent reserves and empowering employees with insights and tools to deliver a convenient and seamless customer experience, thereby supporting the organization's operations at various stages of strategic development.
• The ROI Reality: Moving beyond engagement scores to understand how employee experience directly impacts customer loyalty and business growth.
• The Frontline Factor: How leading brands are reimagining employee tools, training and culture in an AI-enhanced environment.
• Mind the Gap: Understanding critical disconnects between technology investments and employee empowerment - and how to bridge them.
Check out the incredible speaker line-up to see who will be joining Vivian.
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