2018年11月20-21日 | 中國,上海, The Langham Shanghai Xintiandi

議程 第一天

8:00 am - 8:45 am Registration & Coffee & Tea

DEMONSTRATING THE REAL ROI OF CUSTOMER EXPERIENCE

9:00 am - 10:00 am CXO PANEL: Leveraging Customer Experience a Business Strategy to Drive Business Profitability

Kaiya Liu - Chief Consumer Journey Officer BSH Home Appliances Group
         Aligning business goals with customer experience objectives to drive desired business outcomes
         Defining the economics of customer experience and getting buy-in from business stakeholders
Investing in the right people, process and technology to reap the full benefits of customer experience
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Kaiya Liu

Chief Consumer Journey Officer
BSH Home Appliances Group

10:00 am - 10:30 am Accelerating Customer Experience and Digital Transformation Across the Organisation

Clement Yip - Partner, PwC Experience Centre - China & Hong Kong PwC China
  • Mastering the digital advantage in transforming customer experience
  • Adopting an agile and cross-functional approach to customer-centric organisational transformation
  • Enabling customer experience and digital strategies with enterprise architecture
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Clement Yip

Partner, PwC Experience Centre - China & Hong Kong
PwC China

10:30 am - 11:15 am Speed Networking & Morning Refreshment Break

BRIDGING CUSTOMER EXPERIENCE GAPS

11:15 am - 11:45 am Developing the Blueprint for Customer Journey Optimisation

         Taking a unified data-driven approach to analysing and designing customer journeys
         Connecting and mapping customer interactions across multiple touchpoints
         How effective customer journey mapping can enhance product design, marketing and user experience
 

11:45 am - 12:15 pm Personalising Customer Interactions with Enhanced Segmentation

         Understanding customer attributes and integrating data across channels for accurate analysis
         Implementing behavioural segmentation to improve ongoing brand and customer experience
         Driving revenue potential and customer success with personalised experiences
 

12:15 pm - 12:45 pm Creating a Single Customer View and Personalising Digital Experiences Across Marketing Touchpoints

Leo Mao - Senior Solution Consultant - Adobe Experience Cloud Adobe
         The roadmap to obtaining a clear and integrated single view of the customer
         Moving beyond standard views of the customer to delivering compelling experiences driven by a single customer view
         Utilising data insights to maximise customer engagement and lifetime value
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Leo Mao

Senior Solution Consultant - Adobe Experience Cloud
Adobe

12:45 pm - 2:00 pm Networking Lunch

CHANNEL MANAGEMENT

         The importance of end-to-end customer visibility for an effective omni-channel strategy
         Identifying and bridging customer interaction gaps across online and offline platforms
  • How to achieve true omni-channel relevance and customer experience
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Eugenia Garcia Pastor

Customer Experience Director & Operations Asia Pacific
Melia Hotel International

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Francis Chay

Director, Omni-Channel Customer Experience - Asia Pacific
Pfizer

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Alicia E

China Consumer Insight & Business Analytics Lead
HP

2:45 pm - 3:15 pm Customer Centricity and Business Success in the Modern Age of Experience Design

         Meeting growing customer demands for fast, relevant and seamless experiences
         Unlocking new sources of customer value and competing successfully in the digital age
         Embracing customer advocacy for experience design and sustainable business growth

3:15 pm - 3:45 pm Afternoon Refreshment Break


CUSTOMER EXPERIENCE STRATEGIES: CHAMPAGNE ROUNDTABLES [2 ROTATIONS @ 45MINS EACH]

Roundtable A

3:45 pm - 5:15 pm Modernising Legacy Systems to Unleash Business Agility

Roundtable B

3:45 pm - 5:15 pm Designing Customer-Centric Processes in the Digital Age
Zaheer Nooruddin - Regional Head of Digital Transformation, Experience & Marketing Innovation Shiseido Group, China Region
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Zaheer Nooruddin

Regional Head of Digital Transformation, Experience & Marketing Innovation
Shiseido Group, China Region

Roundtable C

3:45 pm - 5:15 pm Realising the Potential of Smart Automation and Digitisation

Roundtable D

3:45 pm - 5:15 pm Converging Product Innovation and User Experience

Roundtable E

3:45 pm - 5:15 pm Investing in Mobile Customer Experience for Profitable Growth

Roundtable F

3:45 pm - 5:15 pm Building Customer Satisfaction, Loyalty and Empowerment
Fiona Gu - CRM Director Pierre Fabre Dermo- Cosmetique China
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Fiona Gu

CRM Director
Pierre Fabre Dermo- Cosmetique China

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

5:15 pm - 5:20 pm Chairman's Closing Remarks & End of Day One

* 活動內容有可能不事先告知作更動及調整。