2019年11月19-20日│中国
Agenda Day 1 峰会第一天
8:00 am - 9:00 am Registration & Coffee & Tea
9:00 am - 9:15 am Chairman's Welcome Remarks
OPERATIONALISING CUSTOMER EXPERIENCE IN THE DIGITAL AGE
9:15 am - 10:00 am PANEL: Reimagining and Empowering the Delivery of Customer Experience in the Digital Age 专题研讨:在数字时代重塑和赋能客户体验的交付
· Keeping pace with changing customer expectations and setting new customer experience standards in China
· Making the shift towards customer-centricity with strategic investments in people, process and technology
· Implementing effective customer-focused strategies to deliver greater customer value and business growth
- 紧贴客户不断变化的期望，设定中国新的客户体验标准
- 对人力、流程和技术进行战略性投资，朝着以客户为中心转变
- 实施有效的以客户为中心战略，实现更大的客户价值和企业成长
10:00 am - 10:30 am Upscaling Digital Operating Models to Transform Customer Experience 提高数字化运营模式，改变客户体验
· Putting customer experience at the centre of your digitisation programs
· Unlocking digital value with scalable operating models
· Adopting an integrated approach to delivering agile and connected customer experiences
Sponsored by: PwC
Clement Yip | 叶慈平
Partner, PwC Experience Centre & Digital Services Leader - Hong Kong & China | 数字化体验中心合伙人PwC | 普华永道管理咨询（上海）有限公司
10:30 am - 11:15 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流
CHANNEL ENGAGEMENT & MANAGEMENT
11:15 am - 11:45 am Designing User Experience in The Age Of Customer Centricity
· How to build customer experience framework for mobile application
· Designing user experience in the age of customer centricity
· Driving seamless customer interaction across online and offline platforms
Shaun Ching | 郑玉珊
Director, Customer Experience, Retail, Online Banking Centre 客戶体验总监，交行线上金融中心Bank of Communications | 交通銀行
11:45 am - 12:15 pm 新形势下 —客诉预防与服务感知
Li Jiao Wang | 王丽姣
General Manager of Customer Service Centre | 客户服务中心总经理Dinghe Property Insurance | 鼎和财产保险
12:15 pm - 12:45 pm Establishing a Data-Driven and Future Focused Customer Engagement Strategy 开发数据驱动的客户体验
· Devising a strategic approach to data integration from internal and external sources
· The digital transformation imperative: Using data-driven insights for exceptional customer engagement
· Exploring AI-powered technologies that offer best actions and recommendations to redefine the customer experience
12:45 pm - 1:45 pm Networking Lunch 午餐与自由交流
BRAND LOYALTY & EXPERIENCE
1:45 pm - 2:15 pm The Impact of Customer Experience Transformation 客户体验转型的影响
Sponsored by: beBit
2:15 pm - 3:00 pm PANEL: Enhancing Customer and Brand Loyalty in China – New Age, New Rules? 专题研讨: 加强中国的客户和品牌忠诚度——新时代，新规则？
Moderator:
Ryan Fan | 范怿 Chief Executive Officer | 首席执行官 Socialone | 胖鲸
Speakers:
Vivian Yeh | 叶心薇 VP - Marketing | 营销副总裁 Accor China | 雅高集团
Samuel Chen | 陈琳 Branding & Marketing Director | 品牌市场总监 Wanda Financial Group | 万达金融集团
Jobs Feng | 冯云鹏 X-Marketing Centre Director Apparel Business Group | 新业务事业部 整合营销中心 总监 Belle International |百丽国际
Ryan Fan | 范怿 Chief Executive Officer | 首席执行官 Socialone | 胖鲸
Speakers:
Vivian Yeh | 叶心薇 VP - Marketing | 营销副总裁 Accor China | 雅高集团
Samuel Chen | 陈琳 Branding & Marketing Director | 品牌市场总监 Wanda Financial Group | 万达金融集团
Jobs Feng | 冯云鹏 X-Marketing Centre Director Apparel Business Group | 新业务事业部 整合营销中心 总监 Belle International |百丽国际
· Evaluating the changing drivers of loyalty and customer satisfaction for different customer groups
· Investing in effective customer and brand engagement tools to nurture, retain and convert
· Creating moments that matter to enhance customer stickiness and generate ROI
<评估不同客户群体中不断变化的忠诚度和客户满意度驱动因素
<投入有效的客户和品牌参与工具，以吸引、培养和改变客户和品牌参与度
<创造对提高客户粘性和产生投资回报率来说很重要的契机
Jobs Feng | 冯云鹏
X-Marketing Centre Director Apparel Business Group | 新业务事业部 整合营销中心 总监Belle International |百丽国际
3:00 pm - 3:30 pm Afternoon Refreshment Break 下午茶歇
IINTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 40MINS EACH]
Roundtable A
3:30 pm - 5:00 pm Improving Customer Satisfaction in Contact Centres提供联络中心的客户满意度*Conducted in Bilingual*以双语进行
Roundtable B
3:30 pm - 5:00 pm Roundtable B: Optimising Multi-Channel Customer Engagement in Contact Centres 优化呼叫中心的多渠道客户参与度
Roundtable C
3:30 pm - 5:00 pm How Customer Journey Mapping can Drive Business Profitability 客户旅程地图如何才能推动商业盈利能力*Conducted in Bilingual*以双语进行
Roundtable D
3:30 pm - 5:00 pm Strengthening Operational Performance to Empower Service 增强经营业绩，赋能服务交付*Conducted in Bilingual*以双语进行
Nora Lin | 林萍
Head of Customer Care in Greater China Area |大中华区客户服务总监Maersk China Limited | 马士基中国
Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.