Download the Presentation - Elevating Brand Experience to Attract and Retain Customers

Past presentation from Deputy General Manager, Head of Loyalty Customer Experience, Dalian Wanda Group

请下载2018精彩演讲 - 来自大连万达集团副总经理、客户忠诚度体 验负责人-杨颖琳

Download the Presentation - Accelerating customer experience transforming across the organisation

Past presentation from Clement Yip, Partner, PwC Experience Centre – China & Hong Kong, PwC China

请下载2018精彩演讲 - 来自普华永道中国体验中心合伙人Clement Yip

Download the Presentation - Becoming Your Customers’ Favorite Brand - The Power of Emotion

Past presentation from Vivien Deng, General Manager – China, Collinson

请下载2018精彩演讲 - 来自Collinson中国区总经理Vivien Deng

请下载2018精彩演讲 - 成为您的顾客最喜爱的品牌: 情感的力量

Past presentation from Vivien Deng, General Manager – China, Collinson

请下载2018精彩演讲 - 来自Collinson中国区总经理Vivien Deng

Rear the Article - Filling in the blanks – Using data to differentiate your CX

There’s still a big gap between what companies actually know about their customers and what those customers expect them to know. Accordingly, the race to unlock a fuller, more holistic understanding of the customer is actually a race to fully leverage your own data before the competition unlocks theirs.

请阅读文章: 填补空白– 借助于数据,提供差异化客户体验


请阅读 - 2020年亚太地区客户体验管理市场报告

亚太地区的客户体验管理在过去几年中取得了很大进展,这种增长将持续下去。 在2020年亚太地区的报告中,我们将了解亚太地区的客户体验从业者如何应对其品牌所处的不断变化的环境。报告重点包括:

  • 行业运营
  • 最重要的战略投资重点
  • CEM解决方案年度预算
  • 当前的挑战


Download the past presentation from Jane Yan, Walmart - About the Customer

下载去年峰会精选演讲 - 关于中国客户那些事, 来自于沃尔玛中国跨境电商总经理Jane Yan

Read the 2020 Market Report - Customer Experience Management In Asia-Pacific

Customers in Asia-Pacific region have seen a lot of progression over the last few years and this growth is set to continue. In this APAC report, we look at how customer experience practitioners within APAC are responding to the evolving environment their brands exist in. Report highlights:

  • Industries operations
  • Top strategic investment priorities
  • Annual Budget for CEM Solutions
  • Current Challenges
  • and more...

Download the Past Presentation from Mikkel Hansen, Customer Experience & Design Strategist - Co-Creating Customer Centric Innovation

下载去年峰会精选演讲 - 共同创造以客户为中心的新方法, 来自于客户体验&设计策略专家Mikkel Hansen

Read the article - Humanizing Customer Experience In A Digital Age

In this report we examine Humanizing CX. How businesses must not lose focus on the power of human elements to influence purchasing decisions but also how technology can aid the human input through tools such as empathy mapping and sentiment analysis. Download now to find out how you can create a true blended augmented approach for your future CX strategy and customer engagement.

Download the Article - NPS: How to Design a NPS System That Matches Your CX Strategy

Net Promoter Score survey has been enthusiastically utilised and analysed across a wide range of industries all over the world for approximately 15 years. The following advice outlines the key elements to consider when designing an NPS system that will help you gauge and then improve your level of consumer advocacy.

Read the Article - Implementing AI and RPA Technology to Improve Efficency and CX

Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimated 50% of them going entirely unresolved. The contact centre industry is ready to take the same technological innovations that are already transforming other sectors including retail, finance, travel and many others, and deliver the kind of seamless customer service that today’s digitally literate and discerning consumer market deserves. 

Download the Article - Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the Customer Experience Management integral to creating great customer experience. Ahead of China’s #1 customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.

请阅读文章 - 通过人工智能和机器人流程自动化技术提高效率和改进客户体验


Download the Article - CEM 101: How to make Customer Experience your Winning Edge in the China Market

Chinese customers are becoming increasingly demanding with respect to customer experience; however, consumer and retail companies are failing to keep pace with rising expectations. It is time for companies to invest in customer experience and enhance customer loyalty. Dowanload the article for more information.

View 2017-2018 Attendee List - Customer Experience China Summit

Check out who attended in the past two years. 


Download the Article - Translating Brand Promise Into Customer Experience

Big brands need to “stand for something in consumer’s minds and hearts.”

“If a good brand is a promise, then a great brand is a promise kept” - Muhtar Kent, Chairman of Coca-Cola

There is a pressure on big brands to fulfil their promises to consumers. How do they translate their brand promise into an incredible customer experience? 

Download the Article - Best In-Class: Building an effective customer experience framework

We talk with industry experts disrupting the CX space on how they are developing and executing their strategies.

Download to find out

  • How do other execute their NPS or customer journey mapping
  • Why are customer KPIs a better method? 

And more!

下载 - 同类最佳: 构建有效的客户体验(CX)框架



  • 净推动系统(NPS)
  • 客户旅程映射
  • 关键绩效指标

请下载 - 第三届客户体验管理中国峰会官方会议手册


请下载阅读 - 3种提供卓越客 户体验的方法

提供让人满意的客户体验可能会让人筋疲力尽。市场瞬息变化,充满不确定性,客户的要 求越来越高。但是,随着客户再次光临并且转化成品牌拥护者,成功的客户体验可以带来 额外收入。虽然在构建绝佳客户体验方面有许多方法,但我们为

您的战略选择了三个重要 投资领域以及一些实施的思路。

2017 Customer Experience Management China Summit Post Show Report

Download the 2017 Post Show Report to see who attended our summit last year, and how they were feeling about it.