19 - 20 November, 2019
Shanghai, China

Agenda Day 2

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

9:00 am - 9:15 am Chairman's Welcome Remarks


CUSTOMER EXPERIENCE INNOVATION

9:00 am - 9:30 am Driving Customer Experience Improvements with Insights and Segmentation

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

William Feng, Head Customer Experience Strategy at DiDiChuxing

William Feng

Head Customer Experience Strategy
DiDiChuxing

9:30 am - 10:15 am PANEL: Harnessing Cognitive Capabilities to Strengthen Customer Engagement and Loyalty

·         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
 
May Zhang, Chief Customer Officer at Metlife

May Zhang

Chief Customer Officer
Metlife

Shawn Wang, Head of Data Labs at Top 10 Global Airlines

Shawn Wang

Head of Data Labs
Top 10 Global Airlines

Alfonso Navarro Sanz, Head of Marketing at AXA Global Direct

Alfonso Navarro Sanz

Head of Marketing
AXA Global Direct

10:15 am - 10:45 am Delivering Customer Service Excellence with Intelligent Bots and Virtual Assistants

·         Tapping into the benefits of 24/7 customer service and communication
·         Scaling up chatbot and virtual assistants’ functionalities with enhanced AI capabilities
·         Ensuring channel integration to deliver customer and marketing ROI 

10:45 am - 11:30 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流


CUSTOMER UNDERSTANDING & INSIGHTS

·         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
 
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 at GAP

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

Candice Jiang | 姜婷婷, Head of Customer Experience, Home Appliances | 家电客户体验部总经理 at JD.com | 京东

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

12:15 pm - 12:45 pm Applying Artificial Intelligence in Customer Lifecycle Management

·         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

12:45 pm - 2:00 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]

CUSTOMER CARE MANAGEMENT

2:00 pm - 3:20 pm Building a Customer-Centric Operating Model for Contact Centres
Kailvit Zhou  周祺伟, Head of Customer Service - Overseas Reservation at Ctrip

Kailvit Zhou 周祺伟

Head of Customer Service - Overseas Reservation
Ctrip

CUSTOMER CARE MANAGEMENT

2:00 pm - 3:20 pm Elevating Contact Centre Performance with Customer Experience Tools
Andrew Wei, General Manager – Tele Customer Service Centre at Sinosafe General Insurance Co.,Ltd

Andrew Wei

General Manager – Tele Customer Service Centre
Sinosafe General Insurance Co.,Ltd

CX & MARKETING

2:00 pm - 3:20 pm Enhancing Marketing Performance through CRM Integration

CX & MARKETING

2:00 pm - 3:20 pm Utilising AI to Personalise and Enhance Marketing Interactions

CUSTOMER OPERATIONAL EXCELLENCE

2:00 pm - 3:20 pm Revolutionising Customer Service with Intelligent Automation
Jacky He, AI & Automation Lead at Mars Global Service

Jacky He

AI & Automation Lead
Mars Global Service

CUSTOMER OPERATIONAL EXCELLENCE

2:00 pm - 3:20 pm Transforming Customer Operations for Innovative Value Creation
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.

3:20 pm - 4:00 pm Afternoon Refreshment Break 下午茶歇

NEW-AGE CUSTOMER EXPERIENCE

4:00 pm - 4:30 pm Amplifying Customer Engagement and Brand Experience with a Winning Social Media Strategy

·         Harnessing the power of social media to improve brand outreach and engagement
·         Optimising real-time interactions with effective social media monitoring and listening tools
·         Creating value from social channels to nurture customer and brand loyalty

4:30 pm - 5:00 pm The New Retail Standard: Delivering Unified Online and Offline Experiences

·         The opportunities and challenges of delivering seamless online and offline customer experience
·         Utilising real-time insights to provide time-sensitive and contextually relevant customer experience strategies
·         Redesigning customer experience strategy to drive business growth across both online and offline platforms

5:00 pm - 5:30 pm Building a Customer-First Organisation: How to Secure Buy-In and Drive Successful Transformation


·         Measuring and quantifying the value of customer experience to demonstrate ROI
·         Aligning functional KPIs with customer experience KPIs to deliver unified experiences
·         Nurturing internal champions to drive customer-centricity into your organisation’s DNA

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Summit