19 - 20 November, 2019
Shanghai, China

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


William Feng |  冯伟伦, Former Head Customer Experience Strategy at DiDiChuxing

William Feng | 冯伟伦

Former Head Customer Experience Strategy
DiDiChuxing

OPERATIONALISING CUSTOMER EXPERIENCE IN THE DIGITAL AGE

·         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

Ryan Kim, Group Chief Digital Officer at FWD

Ryan Kim

Group Chief Digital Officer
FWD

Selina Miao | 缪苗, Head of China | 亚洲万里通中国区首席代表 at Asia Miles | 万里通市场营销顾问(上海)有限公司

Selina Miao | 缪苗

Head of China | 亚洲万里通中国区首席代表
Asia Miles | 万里通市场营销顾问(上海)有限公司

William Feng |  冯伟伦, Former Head Customer Experience Strategy at DiDiChuxing

William Feng | 冯伟伦

Former Head Customer Experience Strategy
DiDiChuxing

Jean Zhou | 周婧, Customer Experience Director | 消费者体验总监 at Michelin | 米其林中国

Jean Zhou | 周婧

Customer Experience Director | 消费者体验总监
Michelin | 米其林中国

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

Sponsors:
PwC
·         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

10:30 am - 11:15 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流

CHANNEL ENGAGEMENT & MANAGEMENT

·         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 at Bank of Communications | 交通銀行

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





Li Jiao Wang |  王丽姣, General Manager of Customer Service Centre | 客户服务中心总经理 at Dinghe Property Insurance | 鼎和财产保险

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

Dr. Yuhui Yao | 姚玉辉, Group Head of Data | 集团大数据总经理 at FWD Group | 富卫保险集团

Dr. Yuhui Yao | 姚玉辉

Group Head of Data | 集团大数据总经理
FWD Group | 富卫保险集团

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

Sponsors:
beBit




Genesis Chu 朱贞蓁, Partner – Greater China | 大中华区合伙人 at Bebit | 倍比拓管理咨询(上海)有限公司

Genesis Chu 朱贞蓁

Partner – Greater China | 大中华区合伙人
Bebit | 倍比拓管理咨询(上海)有限公司

·         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
Ryan Fan | 范怿, Chief Executive Officer | 首席执行官 at Socialone | 胖鲸

Ryan Fan | 范怿

Chief Executive Officer | 首席执行官
Socialone | 胖鲸

Vivian Yeh | 叶心薇, VP - Marketing | 营销副总裁 at Accor China | 雅高集团

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 at Wanda Financial Group | 万达金融集团

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 at Belle International |百丽国际

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
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

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

Daili Liao | 廖黛丽, Chairman | 主席 at Shenzhen Call Centre Industry Association | 深圳市呼叫中心行业协会

Daili Liao | 廖黛丽

Chairman | 主席
Shenzhen Call Centre Industry Association | 深圳市呼叫中心行业协会

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
Kaiya Liu | 刘开亚, Chief Consumer Journey Officer | 首席消费者旅程官 at BSH China | 博世-西门子家用电器有限公司

Kaiya Liu | 刘开亚

Chief Consumer Journey Officer | 首席消费者旅程官
BSH China | 博世-西门子家用电器有限公司

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 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.

4:50 pm - 5:00 pm Chairman’s Closing Remarks & End of Day One 主席致闭幕词及第一天结束