19 - 20 November, 2019
Shanghai, China

Agenda Day 1 峰会第一天

8:00 am - 9:15 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman's Welcome Remarks


9:00 am - 9:45 am CXO 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


Ravel Lai | 黎柏豪, Chief Digital Officer | 首席數碼總監 at Dah Chong Hong Holdings Limited | 大昌行集團

Ravel Lai | 黎柏豪

Chief Digital Officer | 首席數碼總監
Dah Chong Hong Holdings Limited | 大昌行集團

9:45 am - 10:15 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

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 at PwC | 普华永道管理咨询(上海)有限公司

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

10:15 am - 11:00 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流


11:00 am - 11:30 am Delivering Winning Omnichannel Experiences in the Age of the Customer 在客户时代实现成功的全渠道体验

·         Powering connected customer experiences with omnichannel integration
·         Identifying and bridging gaps in customer interactions across online and offline platforms
·         Driving channel engagement and effectiveness with a synchronised omnichannel strategy

11:30 am - 12:00 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!
·         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 
Ken Chan, Head of Digital & MCE Services – Asia Pacific at Sanofi

Ken Chan

Head of Digital & MCE Services – Asia Pacific

12:00 pm - 12:30 pm Delivering Connected Customer Journeys with a Single Customer View 交付单一客户视图的有效连接客户旅程

·         Developing a 360-degree understanding of customer satisfaction across all channels and touchpoints
·         Driving improvements across product, sales, service and marketing teams with acquired insights
·         Advancing customer journeys and lifetime value with a holistic end-to-end customer experience approach 

12:30 pm - 2:00 pm Networking Lunch 午餐与自由交流


2:00 pm - 2:45 pm Building Positive Brand Experiences to Enhance Customer Delight 建立积极的品牌体验,提高客户满意度

·         Designing impactful engagement programs that align with brand strategy
·         Leveraging CRM and analytics to boost brand interactions
·         Driving conversions from positive brand experiences to deliver business ROI

2:30 pm - 3:15 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?

·         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
Vivian Yeh, VP - Marketing at Accor China

Vivian Yeh

VP - Marketing
Accor China

2:45 pm - 3:15 pm Using Customisation and Personalisation to Acquire, Grow and Retain Customers 利用定制化服务和个性化选择获得、扩大和留住客户

·         Building an integrated customer data infrastructure for greater customer understanding
·         Leveraging advanced analytics and AI to develop insights-driven customer experience strategies
·         Designing highly engaging experiences along the customer lifecycle with hyper-personalisation

3:15 pm - 3:45 pm Afternoon Refreshment Break 下午茶歇



4:15 pm - 5:35 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
Anna Wang 汪娜君, Head Customer Relations Center | 客户关系中心经理 at Nestlé Nespresso SA |北京雀巢奈斯派索咖啡有限公司

Anna Wang 汪娜君

Head Customer Relations Center | 客户关系中心经理
Nestlé Nespresso SA |北京雀巢奈斯派索咖啡有限公司


4:15 pm - 5:35 pm Optimising Multichannel Customer Engagement in Contact Centres 优化联络中心的多渠道客户参与度

CX & MARKETING 客户体验和营销

4:15 pm - 5:35 pm Linking Customer Experience and Brand Loyalty 将客户体验和品牌忠诚度联系起来

Adeline Yong, Head of Loyalty Customer Experience DGM at Dalian Wanda Group

Adeline Yong

Head of Loyalty Customer Experience DGM
Dalian Wanda Group

CX & MARKETING 客户体验和营销

4:15 pm - 5:35 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
Kaiya Liu, Chief Consumer Journey Officer at BSH China

Kaiya Liu

Chief Consumer Journey Officer
BSH China


4:15 pm - 5:35 pm Implementing Customer-Centric Processes and Operations 实施以客户为中心的流程和业务操作


4:15 pm - 5:35 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 at Maersk China Limited | 马士基中国

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.

5:25 pm - 5:30 pm Chairman’s Closing Remarks & End of Day One 主席致闭幕词及第一天结束