19 - 20 November, 2019
Shanghai, China

Pre Summit Workshops | Monday 会前研讨会

9:00 am - 12:00 pm Workshop A: Designing a Sustainable Customer Experience Framework 设计可持续的客户体验框架

 ·         Building your customer experience roadmap in alignment business goals
·         Reviewing investments in people, process and technology to strengthen customer experience capabilities
·         Overcoming the common challenges and pitfalls of operationalising customer experience programs in China
·          Tracking customer feedback and satisfaction scores for framework improvements
·         Effective strategies on embedding and driving customer-centricity across the organisation 

构建符合商业目标的客户体验路线图
审核对人力、流程和技术的投资,加强客户体验能力
克服在中国运营化客户体验计划的常见挑战和困难
跟踪客户反馈和满意度,改善客户体验框架
在组织内植入并推动以客户为中心的有效战略

1:00 pm - 4:00 pm Workshop B: Optimising Design Thinking in Customer Journey Mapping 转变思路,优化客户体验

·         Implementing customer journey mapping to improve products and services
·         Utilising data and technology to enhance customer journeys
·         Adopting a human-centred approach to identify gaps in customer experience
·         Developing an action plan to translate customer journey insights into seamless customer experience

实施客户体验地图,改善产品和服务
利用数据和技术,改善客户体验
采取以人为本的方法,识别跨越各个渠道和接触点的客户体验差距
制订行动计划,将客户旅程见解转变为无缝客户体验