Walter Li

Head of Insights Cathay Pacific - Hong Kong

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

9:20 AM CASE STUDY: Comprehending How To Tie Data From All Channels Together In Order to Improve and Deliver Stronger Customer Experience Management Across All Business Units at Cathay Pacific.

Based out of Hong Kong, Cathay Pacific internationally employs over 30,000 people and operationally functions passenger and cargo services to over 200 destinations. In 2017, the company flew over 30 million passengers, however due to complications such as political and social unrest in Hong Kong, as well as other attributing factor, Cathay Pacific have been challenged in regards to a slight decline in productivity and market relevance. With this in mind, Cathay have been working hard to understand their customer data and ensure that all touch points are generating a frictionless experience for the customers, to ensure retention and attraction to the airline.

  • Utilising Data insights to understand what areas at Cathay Pacific require prioritised investment.
  • Responsibly managing and measuring the experience with real-time trackers and operational data to understand customer insights and interactions with the airline.
  • Understanding behaviour customer data and utilising this information to drive design and research to meet unmet needs of the customer.

Workshops: Wednesday, 23rd September 2020

Wednesday, September 23rd, 2020

12:00 PM Developing a Customer-Centric Strategy That Will Culturally Transform Your Organisation To Adopt Innovative CX Practice, In A Complex Operational Environment.

Cathay Pacific regularly performs amongst the best airlines in the world. Based out of Hong Kong, Cathay Pacific internationally employs over 30,000 people and operationally functions passenger and cargo services to over 200 destinations across Asia, North America, Australia, Europe and Africa. This workshop will break down for attendees how to strategically strategise methods to restructure your operational environment and prioritise CX implementation across all business units, with particular discussion on doing so in a complex operational environment.

  • Installing a strong CX culture and values within the training processes to ensure that employees are receiving an education that emphasises strong CX practices and adheres to your organisations CX values.
  • Utilising data to Identify priorities for the organisation and how to strategically invest time and money in areas that will uplift CX capabilities across your organisation.
  • Responsibly managing the implementation and roll out of research, experimentation and aligning data to a technological point of view, whilst also ensuring employees are adapting and understanding the necessity for cultural transformation.

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

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