19 - 20 November, 2019
Shanghai, China

Agenda Day 2 峰会第二天v

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

9:00 am - 9:30 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
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 专题研讨: 利用认知能力交付非凡的客户体验

·         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
 
May Zhang | 张玉梅, Chief Customer Officer |首席客户官 at Metlife | 中美联泰大都会人寿保险有限公司

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

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 利用智能机器人和虚拟助理交付卓越的客户服务

·         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 

<挖掘24/7客户服务和沟通的效益
<通过提高人工智能的能力,相应地扩展聊天机器人和虚拟助理的功能
<确保实现客户和营销投资回报率的渠道整合

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


CUSTOMER UNDERSTANDING & INSIGHTS

11:30 am - 12:15 pm 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?

·         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
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 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
Dong Li |李东, Chief Data Officer, P&C | 阳光财产保险公司首席数据官 at Sunshine Insurance Group | 阳光财产保险公司

Dong Li |李东

Chief Data Officer, P&C | 阳光财产保险公司首席数据官
Sunshine Insurance Group | 阳光财产保险公司

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] 互动讨论小组【两次轮换,每次40分钟】

CUSTOMER CARE MANAGEMENT 客户关怀管理

2:00 pm - 3:20 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
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 客户关怀管理

2:00 pm - 3:20 pm Elevating Contact Centre Performance with Customer Experience Tools 利用客户体验工具提高联络中心绩效
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 客户体验和营销

2:00 pm - 3:20 pm Enhancing Marketing Performance through CRM Integration 利用客户关系管理整合,提高营销绩效

CX & MARKETING 客户体验和营销

2:00 pm - 3:20 pm Utilising AI to Personalise and Enhance Marketing Interactions 利用人工智能定制和提高营销互动

CUSTOMER OPERATIONAL EXCELLENCE 客户卓越运营

2:00 pm - 3:20 pm Revolutionising Customer Service with Intelligent Automation 利用智能自动化彻底变革客户服务
Jacky He | 何骏杰, AI & Automation Lead 人工智能与自动化主管 at Mars Global Service 玛氏全球共享服务中心

Jacky He | 何骏杰

AI & Automation Lead 人工智能与自动化主管
Mars Global Service 玛氏全球共享服务中心

CUSTOMER OPERATIONAL EXCELLENCE 客户卓越运营

2:00 pm - 3:20 pm Transforming Customer Operations for Innovative Value Creation 改变客户运营以创造创新价值
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。

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 利用成功的社交媒体战略,扩大客户和品牌的服务范围

·         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
<利用社交媒体的影响力,提高品牌和客户参与度
<利用有效的社交媒体监控和监听工具,优化实时互动
<从社交渠道创造价值,培育客户和品牌忠诚度

4:30 pm - 5:00 pm The New Retail Standard: Delivering Unified Online and Offline Experiences 新零售标准:交付有效连接的线上线下体验

·         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
<评估交付无缝线上线下客户体验的机会与挑战
<利用跨渠道见解提供具有时效性且与内容相关的客户参与度战略
<利用同步客户体验游戏计划,通过线上线下平台推动企业成长

5:00 pm - 5:30 pm Building a Customer-First Organisation: How to Secure Buy-In and Drive Successful Transformation 建立客户为先的组织:如何确保组织同意政策和推动成功的转型


·         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

<测定、量化并论证客户体验的投资回报率
<使功能性关键绩效指标与客户体验关键绩效指标相一致,以便交付统一的体验
<在组织中植入以客户为中心的战略并培养内部拥护者

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Summit 主席致闭幕词及峰会结束