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

Agenda Day 2

8:00 am - 9:00 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

NEW AGE TECHNOLOGY & INNOVATION

9:15 am - 9:45 am The Modern Rules of Customer Relationship Management: A Data-Driven Approach to Unlocking Customer Insights 客户关系管理的现代规则:数据驱动方法开启客户的洞察力

Shawn Wang 王学武 - Founder & Head of Data Labs 数据实验室负责人, China Eastern Airlines 东方航空
·         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
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Shawn Wang 王学武

Founder & Head of Data Labs 数据实验室负责人
China Eastern Airlines 东方航空

·         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
 
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Andrew Wei 魏安达

General Manager – Tele Customer Service Centre 电话客户服务 中心总经理
Sinosafe General Insurance Co. Ltd 华安财产保险股份 有限公司

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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

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Raphael Hu 胡英杰

Senior Director of Big Data Analytics | General Manager of Customer Experience Department 大数据分析高级总监|客户 体验部总经理
Ping An Insurance (Group) Company of China Ltd | Ping An Property & Casualty Insurance 中国平安保险(集团)有限 公司平安财产保险

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Xing Sun 孙星

Head of AXA Next Lab Asia 安盛亚洲创新实验室负责人
AXA 安盛

10:30 am - 11:15 am Speed Networking & Morning Refreshment Break 上午茶歇与自由交流


BRAND LOYALTY & EXPERIENCE品牌体验与忠诚度

11:15 am - 11:45 am Becoming your Customer’s Favourite Brand – The Power of Emotion

Vivien Deng - General Manager – China, Collinson
·         Meeting growing customer demands for fast, relevant and seamless experiences
·         Scaling up business agility and empowering customer experience transformation
·         Unlocking new sources of customer value and achieving competitive differentiation
 


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Vivien Deng

General Manager – China
Collinson

11:45 am - 12:15 pm Elevating Brand Experience to Attract and Retain Customers 提升品牌体验,吸引、留住客户

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
·         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
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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

·         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
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Dawn Zhao 赵晖

Head of Branding 品牌总经理
METRO China 麦德龙

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Gerrit Silla

Head of CRM 客户关系管理负责人
SAIC Volkswagen 上汽大众

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Yifeng Wang 王亦峰

锐步中国客户关系负责人
adidas China 阿迪达斯中国

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Angela Deng 邓懿薇

Vice President, Head of Customer Centricity , 总监, 市场体系-客户关系管理部
Sino-US United MetLife Insurance Company 中美联泰大都会人寿保险有限公司

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.

1:00 pm - 2:00 pm Networking Lunch 午餐与自由交流

WORKING GROUP DISCUSSIONS 行业分组组讨论

*Conducted in Bilingual*以双语进行
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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)

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Andrew Wei 魏安达

General Manager – Tele Customer Service Centre 电话客户服务 中心总经理
Sinosafe General Insurance Co. Ltd 华安财产保险股份 有限公司

Roundtable F

2:00 pm - 3:00 pm Retail and E-Commerce 零售和电子商务
Helena Ran - Greater China Consumer Services Director Nike
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Helena Ran

Greater China Consumer Services Director
Nike

Roundtable G

2:00 pm - 3:00 pm Hospitality and Travel 酒店与旅游行
Wendy LÜ - Head of Customer Experience – Greater China, Agoda
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Wendy LÜ

Head of Customer Experience – Greater China
Agoda

Yan Zhang 张艳

Head of Digital Customer Experience 数字化客户体验中国负责人
Schneider Electric 施耐德电气

3:00 pm - 3:30 pm Afternoon Refreshment Break 下午茶歇

CUSTOMER EXPERIENCE MEASUREMENT

3:30 pm - 4:00 pm Building a Unified O2O Brand and Loyalty Strategy in China

Jason Zhang 张建宏 - Head of Operations | 运营总监, Amer Sports China
·         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
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Jason Zhang 张建宏

Head of Operations | 运营总监
Amer Sports China

4:00 pm - 4:30 pm Customer Connectivity and Innovation in the Digital Age 数字化时代的客户连通性与创新

Lisa Ding 丁楠 - Senior Director Customer Service, Greater China 客户服务高级总监, 大中华区, Maersk 马士基
·         Building a connected strategy from customer experience to technology platforms
·         Improving customer experience and engagement through new age technology tools and applications
·         Putting customer centricity and innovation at the core in creating long-term value
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Lisa Ding 丁楠

Senior Director Customer Service, Greater China 客户服务高级总监, 大中华区
Maersk 马士基

4:30 pm - 4:40 pm Chairman’s Closing Remarks & End of Summit