19 - 20 November, 2019
Shanghai, China
William Feng |  冯伟伦, Former Head Customer Experience Strategy at DiDiChuxing

William Feng | 冯伟伦

Former Head Customer Experience Strategy

Check out the incredible speaker line-up to see who will be joining William.

Download The Latest Agenda

Agenda Day 1 峰会第一天

Monday, November 19th, 2018

9:15 AM PANEL: Reimagining and Empowering the Delivery of Customer Experience in the Digital Age 专题研讨:在数字时代重塑和赋能客户体验的交付

·         Keeping pace with changing customer expectations and setting new customer experience standards in China
·         Making the shift towards customer-centricity with strategic investments in people, process and technology
·         Implementing effective customer-focused strategies to deliver greater customer value and business growth

  • 紧贴客户不断变化的期望,设定中国新的客户体验标准
  • 对人力、流程和技术进行战略性投资,朝着以客户为中心转变
  • 实施有效的以客户为中心战略,实现更大的客户价值和企业成长

Agenda Day 2 峰会第二天

Wednesday, November 20th, 2019

10:00 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