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

William Feng

Head Customer Experience Strategy

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

Download The Latest Agenda

Agenda Day 2 峰会第二天v

Wednesday, November 20th, 2019

9:00 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