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

Agenda Day 1

8:00 am - 9:15 am Registration & Coffee & Tea


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Adeline Yong 杨颖琳

Deputy General Manager, Head of Loyalty Customer Experience 副总经理、客户忠诚度体 验负责人
Dalian Wanda Group 大连万达集团

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

  • 业务目标与客户体验目标保持一致,推动期望的业务成果
  • 定义客户体验的经济意义,获得业务利益相关方的认可
  • 投资合适的人员、流程和技术,获得客户体验的全部好处
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David Kohler

Regional Head, Experience Design & Culture 体验设计与文化区域负责人
Generali Asia 忠意亚洲

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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 加速整个组织的客户体验和数字化转型

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

·         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

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Colin Dai 戴旻

Director of Marketing and Business Development 市场营销及商务拓展总监
Ctrip 携程全球购

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Chong Zhou 周允冲

Head of Operations | 运营总监
VIP.com 唯品会

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Alexandra Efimovskaya

Head of Customer Experience 客户体验部部长
Home Credit 捷信消费金融有限公司

12:00 pm - 12:30 pm Creating a Single Customer View and Personalising Digital Experiences Across Marketing Touchpoints 创建单一客户视图,跨营销接触点个性化数字体验

Leo Mao 毛屹槟 - Senior Solution Consultant – Adobe Experience Cloud 大中华区高级解决方案咨询顾问, 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 毛屹槟

Senior Solution Consultant – Adobe Experience Cloud 大中华区高级解决方案咨询顾问
Adobe

12:30 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 亚太地区客户体验与运 营总监
Meliá Hotel International 梅利亚国际酒店集团

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Francis Chay 谢锦祥

Director, Omni-Channel Customer Experience – Asia Pacific 亚太地区全渠道客户体验总监
Pfizer 辉瑞制药公司

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Alicia E 峨嵋

China Consumer Insight & Business Analytics Lead 中国消费者洞悉及 商业分析负责人
HP 美国惠普公司

2:45 pm - 3:15 pm Customer Experience Management vs. Experience Design: What’s the Difference and Why Does it Matter?

David Kohler - Regional Head, Experience Design & Culture 体验设计与文化区域负责人, Generali Asia 忠意亚洲
People often confuse CEM and Experience Design. What is the difference? Are both approaches really needed? What are the challenges and how can Customer Experience leaders deal with them?
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David Kohler

Regional Head, Experience Design & Culture 体验设计与文化区域负责人
Generali Asia 忠意亚洲

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 Building Customer Satisfaction, Loyalty and Empowerment 建立客户满意度、忠诚度和赋权
Fiona Gu 顾凤 - CRM Director 客户关系管理总监, Pierre Fabre Dermo- Cosmetique China 皮尔法伯集团药妆护肤品 (中国)公司
*Conducted in Bilingual*以双语进行
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Fiona Gu 顾凤

CRM Director 客户关系管理总监
Pierre Fabre Dermo- Cosmetique China 皮尔法伯集团药妆护肤品 (中国)公司

Roundtable B

3:45 pm - 5:15 pm Designing Customer-Centric Processes in the Digital Age 在数字时代设计以客户为中心的流程
Sharon Zhang 张琼 - Head of Data Strategy & Innovation 数据战略部 部长, Shiseido Group China Region 资生堂集团
*Conducted in Bilingual*以双语进行
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Sharon Zhang 张琼

Head of Data Strategy & Innovation 数据战略部 部长
Shiseido Group China Region 资生堂集团

Roundtable C

3:45 pm - 5:15 pm Converging Product Innovation and User Experience 融合产品创新和用户体验
Alicia E 峨嵋 - China Consumer Insight & Business Analytics Lead 中国消费者洞悉及 商业分析负责人 HP 美国惠普公司
*Conducted in Bilingual*以双语进行
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Alicia E 峨嵋

China Consumer Insight & Business Analytics Lead 中国消费者洞悉及 商业分析负责人
HP 美国惠普公司

Roundtable D

3:45 pm - 5:15 pm Investing in Mobile Customer Experience for Profitable Growth 投资移动客户体验,实现盈利增长
Weilun Feng 冯伟伦 - Head, Customer Experience Strategy 客户体验战略负责人, Didichuxing 滴滴出行
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Weilun Feng 冯伟伦

Head, Customer Experience Strategy 客户体验战略负责人
Didichuxing 滴滴出行

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