2018年11月20-21日│中国
Post Conference Workshops
9:00 am - 12:00 pm Workshop I: Building a Sustainable Customer Experience Management Framework
Weilun Feng 冯伟伦 - Head, Customer Experience Strategy 客户体验战略负责人, Didichuxing 滴滴出行· Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy
· Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey
· Designing customisable customer experience programs across different business models and industries
· Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses
1:00 pm - 4:00 pm Workshop II: Leading Customer-Centric Culture Transformation across the Organisation
Will Yan 严玮 - Director of Quality & Customer Experience, Citibank China· Demonstrating the value of a customer-centric transformation
· How to influence customer-centric change across individuals, teams, business units and offices
· Empowering internal stakeholders and nurturing champions for successful change transformation
