19 - 20 November, 2019
Shanghai, China

Post Conference Workshops

9:00 am - 12:00 pm Workshop I: Building a Sustainable Customer Experience Management Framework

Weilun Feng 冯伟伦 - Head, Customer Experience Strategy 客户体验战略负责人, Didichuxing 滴滴出行
·         Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy
·         Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey 
·         Designing customisable customer experience programs across different business models and industries 
·         Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses
Weilun Feng 冯伟伦, Head, Customer Experience Strategy 客户体验战略负责人 at Didichuxing  滴滴出行

Weilun Feng 冯伟伦

Head, Customer Experience Strategy 客户体验战略负责人
Didichuxing 滴滴出行

1:00 pm - 4:00 pm Workshop II: Leading Customer-Centric Culture Transformation across the Organisation

Will Yan 严玮 - Director of Quality & Customer Experience, Citibank China
·         Demonstrating the value of a customer-centric transformation
·         How to influence customer-centric change across individuals, teams, business units and offices
·         Empowering internal stakeholders and nurturing champions for successful change transformation
Will Yan 严玮, Director of Quality & Customer Experience at Citibank China

Will Yan 严玮

Director of Quality & Customer Experience
Citibank China