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

Agenda Day 2

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

NEW AGE TECHNOLOGY & INNOVATION

9:00 am - 9:30 am The Modern Rules of Customer Relationship Management: A Data-Driven Approach to Unlocking Customer Insights

Shawn Wang - Founder & Head of Data Labs China Eastern Airlines
·         Analysing customer data and segments to drive product and service differentiation
·         Maximising customer loyalty and retention with hyper-personalisation
·         Empowering customer experience decisions with advanced insights
img

Shawn Wang

Founder & Head of Data Labs
China Eastern Airlines

·         Putting cognitive AI at the centre of your customer experience roadmap
·         Moving beyond transactional to proactive customer engagement with AI and chatbots
·         Overcoming implementation challenges and driving enterprise wide adoption
 
img

Weilun Feng

Head, Customer Experience Strategy
Didichuxing

img

Raphael Hu

Senior Director of Big Data Analytics | General Manager of Customer Experience Department
Ping An Insurance (Group) Company of China Ltd | Ping An Property & Casualty Insurance

img

Alfonso Navarro Sanz

Head of Marketing
AXA Global Direct

10:15 am - 10:45 am How Artificial Intelligence can be an Enabler to Achieving Customer Experience Excellence

·         Challenges and opportunities in using AI to transform customer experience
·         Reimagining new customer engagement, operating and service models
·         Realising the benefits of a personalised and predictive customer experience strategy

10:45 am - 11:30 am Speed Networking & Morning Refreshment Break


WORKING GROUP DISCUSSIONS

img

Maggie Yung | 容兰芳

Director, Head of Customer Franchise | 客户发展规划总监
Citibank China | 花旗银行(中国)

img

Andrew Wei

General Manager – Tele Customer Service Centre
Sinosafe General Insurance Co. Ltd

Roundtable I

11:30 am - 12:45 pm Pharmaceutical and Healthcare

Roundtable J

11:30 am - 12:45 pm Hospitality and Travel

Roundtable K

11:30 am - 12:45 pm Retail and E-Commerce
Helena Ran - Greater China Consumer Services Director Nike
img

Helena Ran

Greater China Consumer Services Director
Nike

img

Brett Qiao

Director, Customer Support Centre – Industry BU China
Schneider Electric

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

12:45 pm - 2:00 pm Networking Lunch

BRAND LOYALTY & EXPERIENCE

2:00 pm - 2:30 pm Elevating Brand Experience to Attract and Retain Customers

Adeline Yong - Deputy General Manager, Head of Loyalty Customer Experience Dalian Wanda Group
·         Defining brand vision and customer experience goals to maximise business ROI
·         Integrating social and digital technologies to develop effective and impactful campaigns
·         Evolving brand engagement strategies to achieve differentiation and enhance customer loyalty
img

Adeline Yong

Deputy General Manager, Head of Loyalty Customer Experience
Dalian Wanda Group

2:30 pm - 3:15 pm PANEL: Investing in Customer Experience to Enhance Brand Loyalty

Gerrit Silla - Head of CRM SAIC Volkswagen
Douglas Lim - Head of Global Customer Service TPV
·         Reinventing customer experience for improved brand loyalty
·         Making the transition from product to customer-centric to win customer loyalty in a digital age
·         Embracing customer advocacy for experience design and sustainable business growth
img

Gerrit Silla

Head of CRM
SAIC Volkswagen

img

Douglas Lim

Head of Global Customer Service
TPV

3:15 pm - 3:45 pm Building a Unified O2O Brand and Loyalty Strategy in China

Andrea Mantovani - Head of Ecommerce APAC Moleskine
·         Capitalising on the benefits of an integrated social, eCommerce, retail and loyalty strategy
·         Removing silos and optimising customer journeys across online and offline platforms
·         Aligning promotions and campaigns to grow your customer base and accelerate brand conversions
img

Andrea Mantovani

Head of Ecommerce APAC
Moleskine

3:45 pm - 4:15 pm Afternoon Refreshment Break

CUSTOMER EXPERIENCE MEASUREMENT

2:15 pm - 2:45 pm Devising an Effective Voice of the Customer Program: Beyond Customer Listening to Customer Understanding

·         Implementing VOC programs with customer profiles in mind
·         Obtaining and operationalising real-time customer feedback for better service and business outcomes
·         Combining NPS and VOC: How customer insights can be the enabler to refining customer experience strategies

4:45 pm - 5:15 pm Leveraging Social Media to Boost Customer Experience Management

·         Capturing real customer sentiments across social platforms
·         Deploying social listening and monitoring tools for smarter business decisions
·         Using social feedback to improve customer service and provide valuable insights to the overall organisation

5:15 pm - 5:20 pm Chairman’s Closing Remarks & End of Summit