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

William Feng | 冯伟伦


Former Head Customer Experience Strategy
DiDiChuxing

William is the current Head of Customer Experience Strategy at Didi Chuxing, directing experience strategy and planning, global experience, experienced supervision and experience corporate culture.  He architects Didi Chuxing’s customer experience management framework and measurement structure, not only for the various existing Didi business units but also for global and regional operations with different cultures and competition landscapes.

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

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Agenda Day 1 峰会第一天

Monday, November 19th, 2018

9:00 AM Chairman's Welcome Remarks


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

9:00 AM Chairman's Welcome Remarks 主席致开幕词


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

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