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

Post Conference Workshops

9:00 am - 12:00 pm Workshop C: Leveraging Design Thinking in Customer Journey Mapping

Andrea Mantovani - Head of Ecommerce APAC Moleskine
·         Implementing customer journey mappings to transform products and services
·         Utilising data and technologies for greater customer insights and to improve customer journeys
·         Balancing desirability, feasibility and viability in innovation to meet customer demands
·         Developing an action plan to translate customer journey insights into seamless customer experiences

Andrea Mantovani

Head of Ecommerce APAC

1:00 pm - 4:00 pm Workshop D: Leading Customer-Centric Culture Transformation across the Organisation

·         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