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

William Feng


Head Customer Experience Strategy
DiDiChuxing

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

加入中国网约车服务领导者的讨论会议,从客户的角度发现客户体验的种种问题。学习如何:
<从客户反馈计划发现客户体验的差距以及客户细分的重要性
<分析净推荐值(NPS)和客户满意度,识别关键的成功之处和困难所在
<自动化净推荐值数据收集计划,获得优化产品和服务的实时见解