2019年11月19-20日│中国
Agenda Day 2 峰会第二天
8:00 am - 9:00 am Registration & Coffee & Tea 注册和早茶
9:00 am - 9:15 am Chairman's Welcome Remarks 主席致开幕词
CUSTOMER EXPERIENCE INNOVATION
9:15 am - 10:00 am PANEL: Harnessing Cognitive Capabilities to Strengthen Customer Engagement and Loyalty 专题研讨: 利用认知能力交付非凡的客户体验
Moderator:
May Zhang | 张玉梅 Chief Customer Officer |首席客户官 Metlife | 中美联泰大都会人寿保险有限公司
Speakers:
Shawn Wang | 王学武 Head of Data Labs | 数据实验室负责人 Top 10 Global Airlines
Adeline Yong | 杨颖琳 Head of Loyalty Customer Experience DGM | 副总经理忠诚客户体验负责人 Dalian Wanda Group | 大连万达集团
Russell Ballard Customer Experience Director | 客户体验总监 AXA Insurance |安盛保险
May Zhang | 张玉梅 Chief Customer Officer |首席客户官 Metlife | 中美联泰大都会人寿保险有限公司
Speakers:
Shawn Wang | 王学武 Head of Data Labs | 数据实验室负责人 Top 10 Global Airlines
Adeline Yong | 杨颖琳 Head of Loyalty Customer Experience DGM | 副总经理忠诚客户体验负责人 Dalian Wanda Group | 大连万达集团
Russell Ballard Customer Experience Director | 客户体验总监 AXA Insurance |安盛保险
· Leveraging the power of cognitive to shape customer experience programs
· Evaluating practical applications of AI and machine learning in customer experience management
· Gaining real-time insights to influence and impact operational performance and service outcomes
<充分利用认知的能力重塑客户参与度和忠诚度战略
<评估人工智能和机器学习在客户体验管理的实际应用
<获得影响经营业绩和结果的实时见解
Adeline Yong | 杨颖琳
Head of Loyalty Customer Experience DGM | 副总经理忠诚客户体验负责人Dalian Wanda Group | 大连万达集团
10:00 am - 10:30 am Driving Customer Experience Improvements with Insights and Segmentation 运用见解和细分推动客户体验改善
Join China’s ride-hailing leader on a session focused on uncovering customer experience pitfalls through the lens of your customer including analysing customer data and acquiring insights from the customer. Learn how to:
· Uncover customer experience gaps from customer feedback programs and segmentation analysis
· Further analyse Net Promoter Score (NPS) and customer satisfaction to recognise key wins and pitfalls
· Automate NPS data collection program to derive real-time insights for optimising products and services
加入中国网约车服务领导者的讨论会议，从客户的角度发现客户体验的种种问题。学习如何:
<从客户反馈计划发现客户体验的差距以及客户细分的重要性
<分析净推荐值（NPS）和客户满意度，识别关键的成功之处和困难所在
<自动化净推荐值数据收集计划，获得优化产品和服务的实时见解
10:30 am - 11:00 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流
CUSTOMER UNDERSTANDING & INSIGHTS
11:00 am - 11:45 am PANEL: A Greater China Perspective: How is Big Data Reshaping the Customer Experience Landscape?专题研讨: 从大中华区角度出发：大数据正如何重塑客户体验前景？
Moderator:
Will Yan | 严玮 Director of Quality & Customer Experience Citibank China | 花旗银行(中国) 有限公司
Speakers:
Candice Jiang | 姜婷婷 Head of Customer Experience, Home Appliances | 家电客户体验部总经理 JD.com | 京东
Eddie Cai| 蔡辉 Senior Director of CRM and Business Development | 客户关系管理和业务拓展高级总监 GAP
Andrew Wei | 魏安达 General Manager – Tele Customer Service Centre | 电话客户服务中心总经理 Sinosafe General Insurance Co.,Ltd | 华安财产保险股份有限公司
Will Yan | 严玮 Director of Quality & Customer Experience Citibank China | 花旗银行(中国) 有限公司
Speakers:
Candice Jiang | 姜婷婷 Head of Customer Experience, Home Appliances | 家电客户体验部总经理 JD.com | 京东
Eddie Cai| 蔡辉 Senior Director of CRM and Business Development | 客户关系管理和业务拓展高级总监 GAP
Andrew Wei | 魏安达 General Manager – Tele Customer Service Centre | 电话客户服务中心总经理 Sinosafe General Insurance Co.,Ltd | 华安财产保险股份有限公司
· Working with structured and unstructured data across CRM systems and marketing campaigns
· Acquiring customer insights and business intelligence to transform product, sales, marketing and service
· Improving customer experience with data-driven personalisation and interaction programs
<处理客户关系管理和营销活动中的非结构化和结构化数据
<获得转变产品、销售、营销和服务的客户见解和商业智能
<利用数据驱动的个性化及互动计划改善客户体验
Andrew Wei | 魏安达
General Manager – Tele Customer Service Centre | 电话客户服务中心总经理Sinosafe General Insurance Co.,Ltd | 华安财产保险股份有限公司
11:45 am - 12:15 pm Applying Artificial Intelligence in Customer Lifecycle Management 在客户生命周期管理中运用人工智能
· Making use of big data and AI to maximise customer lifetime value
· Detailing how organisations can operationalise and deliver a game-changing customer experience with AI
· Further leveraging AI to transform and digitise business operations and overall service delivery
<利用大数据和人工智能尽量实现客户终生价值最大化
<详述组织如何才能利用人工智能实施和交付颠覆性的客户体验
<进一步充分利用人工智能，推动下一轮以客户为中心的数字化转型浪潮
12:15 pm - 1:15 pm Networking Lunch 午餐与自由交流
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.
INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 40MINS EACH] 互动讨论小组【两次轮换，每次40分钟】
Roundtable A
1:15 pm - 2:45 pm Building a Customer-Centric Operating Model for Contact Centres 为联络中心构建以客户为中心的运营模式
Roundtable B
1:15 pm - 2:45 pm Revolutionising Customer Service with Intelligent Automation 利用智能自动化彻底变革客户服务
Roundtable C
1:15 pm - 1:45 pm Linking Customer Experience and Brand Loyalty 将客户体验和品牌忠诚度联系起来
Adeline Yong | 杨颖琳
Head of Loyalty Customer Experience DGM | 副总经理忠诚客户体验负责人Dalian Wanda Group | 大连万达集团
Roundtable D
1:15 pm - 2:45 pm Transforming Customer Operations for Innovative Value Creation 改变客户运营以创造创新价值
Wendy Wang 汪婷
Head of Market Operations, Greater China 高级总监，供应链与采购运营，大中国区Nokia 诺基亚上海贝尔股份有限公司
Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in the roundtable sessions of their choice, which has close relevance to their sector of expertise and / or scope of responsibility.
与会者进行结构化分组，尽可能多地进行互动并深入关注主题事项，与会者将有机会参加自选的其专业领域和/或职责范围密切相关圆桌会议。
2:45 pm - 3:15 pm Afternoon Refreshment Break 下午茶歇
NEW-AGE CUSTOMER EXPERIENCE
3:15 pm - 3:45 pm Orchestrating Multichannel Marketing for Greater Customer Engagement and Outreach 精心策划多渠道营销，扩大客户参与度和服务范围
China’s digital revolution has disrupted traditional approaches of customer engagement for the pharmaceutical industry. With information now widely available and customers becoming increasingly connected, it is imperative for pharmaceutical companies to be visible, present and a part of their customers’ conversations. Hear from Sanofi as Ken shares their multichannel marketing journey – from integrating new digital channels, structuring communications to leveraging automation to drive customer engagement and loyalty!
中国的数字革命瓦解了制药行业中客户参与度的传统途径。随着当前信息的广泛可用性，客户之间的联系越来越频繁，制药公司的当务之急是要在客户社交中彰显存在感，与客户对话。
Ken将分享赛诺菲的多渠道营销之旅——从整合新数字渠道、将沟通结构化到充分利用自动化提高客户参与度和忠诚度！
· Building a harmonised multichannel strategy according to customer behaviors and preferences
· Elevating customer interactions across all touchpoints with segmentation
· Further utilising marketing automation to create personalised and meaningful cross-channel engagement
<构建符合客户行为和偏好的和谐多渠道战略
<利用细分提高所有接触点的客户互动
<进一步利用营销自动化，创造个性化和有意义的跨渠道参与
3:45 pm - 4:15 pm AirAsia Fun and Customer Experience in China: Amplifying Social Customer Engagement and Experience 利用成功的社交媒体战略，扩大客户和品牌的推广
· Building an effective 24/7 customer service on WeChat
· Optimising customer interactions with effective social media monitoring and listening tools
· Creating value from social channels to nurture customer and brand loyalty
