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

Pre Conference Workshops

9:00 am - 12:00 pm Workshop A: Harnessing Data Analytics to Transform Customer Experience

·         Understanding customer sentiments, pain points and expectations
·         Bridging customer experience gaps with newfound insights
·         Leveraging data insights to design outstanding customer immersion programs
·         Fuelling sustainable business growth with a data-driven customer experience strategy

2:00 pm - 5:00 pm Workshop B: Building a Sustainable Customer Experience Management Framework

Weilun Feng - Head, Customer Experience Strategy Didichuxing
·         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

Weilun Feng

Head, Customer Experience Strategy