2018년 11월 20-21일 | 중국, 상하이 The Langham Shanghai Xintiand
아젠다 둘째날
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
9:30 am - 10:15 am PANEL: Harnessing Cognitive Intelligence to Drive Customer Interaction and Engagement
William Feng - Head, Customer Experience Strategy DidichuxingRaphael 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
• 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
William Feng
Head, Customer Experience StrategyDidichuxing
Raphael Hu
Senior Director of Big Data Analytics | General Manager of Customer Experience DepartmentPing 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 BankingRoundtable H
11:30 am - 12:45 pm Insurance Andrew Wei - General Manager - Tele Customer Service Centre Sinosafe General Insurance Co. Ltd
Andrew Wei
General Manager - Tele Customer Service CentreSinosafe General Insurance Co. Ltd
Roundtable I
11:30 am - 12:45 pm Pharmaceutical and HealthcareRoundtable J
11:30 am - 12:45 pm Hospitality and TravelRoundtable K
11:30 am - 12:45 pm Retail and E-CommerceRoundtable L
11:30 am - 12:45 pm Manufacturing Brett Qiao - Director, Customer Support Centre - Industry BU China Schneider Electric
Brett Qiao
Director, Customer Support Centre - Industry BU ChinaSchneider 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
Adeline Yong
Deputy General Manager, Head of Loyalty Customer ExperienceDalian Wanda Group
2:30 pm - 3:15 pm PANEL: Investing in Customer Experience to Enhance Brand Loyalty
Gerrit Silla - Head of CRM SAIC VolkswagenDouglas 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
Gerrit Silla
Head of CRMSAIC Volkswagen
Douglas Lim
Head of Global Customer ServiceTPV
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
Andrea Mantovani
Head of Ecommerce APACMoleskine
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
Billy Turchin
Vice President, CRM and Customer ExperienceIntercontinental 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
* 주최사의 사정에 의해 사전예고 없이 프로그램이 변경될 수 있습니다.