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

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
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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

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
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Will Yan 严玮

Director of Quality & Customer Experience
Citibank China