20 - 21 November, 2018
The Langham Shanghai Xintiandi, China

Agenda Day 1

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

DEMONSTRATING THE REAL ROI OF CUSTOMER EXPERIENCE

·         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 刘开亚

Chief Consumer Journey Officer 首席消费者体验官
BSH Home Appliances Group 博西家用电器(中国)有限公司

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Mark Tomasz

Chief Operating Officer - China | 中国区首席运用官
HSBC Bank China |汇丰银行中国有限公司

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
 
·         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
 
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Stephen Joseph

General Manager Greater China
Accor Plus

Colin Dai

Director of Marketing and Business Development
Ctrip

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Chong Zhou 周允冲

Head of Operations | 运营总监
VIP.com 唯品会

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
Meliá 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
Kev Chen 陈英强 - Senir Director Digital Technology & Delivery | 数字化产品交付高级总监 Hilton Hotel Management
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Kev Chen 陈英强

Senir Director Digital Technology & Delivery | 数字化产品交付高级总监
Hilton Hotel Management

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