19 - 20 November, 2019
Shanghai, China

Post Summit Workshops | THURSDAY

9:00 am - 12:00 pm Workshop C: The Use of Data Analytics to Enhance Customer Experience 利用数据分析,强化客户体验

 ·         Understanding customer sentiments, pain-points and expectations
·         Analysing customer data, feedback and interactions for actionable insights
·         Bridging customer experience gaps with newfound information
·         Fuelling business growth with a data-driven customer experience strategy 

了解客户的情绪、痛点和期待
分析客户的数据、反馈和相互影响,获得可执行的见解
运用新发现的信息弥合客户体验的差距
运用数据驱动的客户体验战略推动企业成长

1:00 pm - 4:00 pm Workshop D: Digitising Processes and Operations to Improve Customer Journeys 实现流程和业务操作数字化,改善客户体验

·         Developing a customer-centric digitisation roadmap
·         Evaluating what to digitise and automate for agile operations and service delivery
·         Streamlining customer processes for greater customer convenience and satisfaction along the customer journey
·         Realising the real value of digitisation in customer experience management
制订以客户为中心的数字化路线图
评估实现敏捷运维和服务交付所需的数字化和自动化工作
简化客户流程,为客户体验提供更多客户便利和满意度
实现客户体验管理中数字化的实际价值
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