Articles

Download the Article - Translating Brand Promise Into Customer Experience

Download the Article - Translating Brand Promise Into Customer Experience

Big brands need to “stand for something in consumer’s minds and hearts.”

“If a good brand is a promise, then a great brand is a promise kept” - Muhtar Kent, Chairman of Coca-Cola

There is a pressure on big brands to fulfil their promises to consumers. How do they translate their brand promise into an incredible customer experience? 


Download the past presentation from Jane Yan, Walmart -  About the Customer

Download the past presentation from Jane Yan, Walmart - About the Customer

下载去年峰会精选演讲 - 关于中国客户那些事, 来自于沃尔玛中国跨境电商总经理Jane Yan
Download the Article - Best In-Class: Building an effective customer experience framework

Download the Article - Best In-Class: Building an effective customer experience framework

We talk with industry experts disrupting the CX space on how they are developing and executing their strategies.

Download to find out

  • How do other execute their NPS or customer journey mapping
  • Why are customer KPIs a better method? 

And more!

Download the Past Presentation from Mikkel Hansen, Customer Experience & Design Strategist - Co-Creating Customer Centric Innovation

Download the Past Presentation from Mikkel Hansen, Customer Experience & Design Strategist - Co-Creating Customer Centric Innovation

下载去年峰会精选演讲 - 共同创造以客户为中心的新方法, 来自于客户体验&设计策略专家Mikkel Hansen

下载 - 同类最佳: 构建有效的客户体验(CX)框架

下载 - 同类最佳: 构建有效的客户体验(CX)框架

您如何为客户体验构建有效的框架?

我们与行业专家进行了交谈,讨论了他们如何制定和执行战略的CX空间,并分析了:

  • 净推动系统(NPS)
  • 客户旅程映射
  • 关键绩效指标
Download the Article - NPS: How to Design a NPS System That Matches Your CX Strategy

Download the Article - NPS: How to Design a NPS System That Matches Your CX Strategy

Net Promoter Score survey has been enthusiastically utilised and analysed across a wide range of industries all over the world for approximately 15 years. The following advice outlines the key elements to consider when designing an NPS system that will help you gauge and then improve your level of consumer advocacy.

请下载 - 第三届客户体验管理中国峰会官方会议手册

请下载 - 第三届客户体验管理中国峰会官方会议手册

请点击下载中文会议手册,查看会议演讲嘉宾,讨论议题,以及详细的会议安排。现场将会提供同声传译服务。 

Download the Article - Rethinking Your Approach To Customer Experience

Download the Article - Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the Customer Experience Management integral to creating great customer experience. Ahead of China’s #1 customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.

Download the Article - CEM 101: How to make Customer Experience your Winning Edge in the China Market

Download the Article - CEM 101: How to make Customer Experience your Winning Edge in the China Market

Chinese customers are becoming increasingly demanding with respect to customer experience; however, consumer and retail companies are failing to keep pace with rising expectations. It is time for companies to invest in customer experience and enhance customer loyalty. Dowanload the article for more information.

请下载阅读 - 3种提供卓越客 户体验的方法

请下载阅读 - 3种提供卓越客 户体验的方法

提供让人满意的客户体验可能会让人筋疲力尽。市场瞬息变化,充满不确定性,客户的要 求越来越高。但是,随着客户再次光临并且转化成品牌拥护者,成功的客户体验可以带来 额外收入。虽然在构建绝佳客户体验方面有许多方法,但我们为

您的战略选择了三个重要 投资领域以及一些实施的思路。

中国的客户服务存在何种问题?

中国的客户服务存在何种问题?

如今,消费者对服务和体验的期待比过去高出了许多,中国的公司也因此背上了要提升其客户体验的压力。更加糟糕的是,有的公司的客户体验经常不如人意,导致声誉和收益都受到损失。这个问题要如何解决呢?答案就在这篇文章中:

2017 Customer Experience Management China Summit Post Show Report

2017 Customer Experience Management China Summit Post Show Report

Download the 2017 Post Show Report to see who attended our summit last year, and how they were feeling about it.
困扰中国企业的前五大社交媒体恐惧

困扰中国企业的前五大社交媒体恐惧

大部分企业都知道,有效地利用社交媒体可以拉近企业与客户的距离,但多数企业也都害怕错误使用社交媒体将可能引起的适得其反的效果。如果在使用社交媒体时规划能力欠佳,则很可能会把本应是与客户间的私下互动激化为一场令企业在公众面前颜面尽失的尴尬事件。但是,若您的公司因此止步不前,将有可能会发现自己已经错失与那些做好准备的竞争对手抗衡的良机。所以,千万不要被竞争对手甩在身后,是时候战胜这五大社交媒体恐惧,了解如何克服这些恐惧心理。

2017客户体验管理中国峰会会后报告

2017客户体验管理中国峰会会后报告

如果您错过了我们2017年的会议,请下载2017年峰会会后报告查看去年的参会者,以及他们参会后的感想。


从迪士尼乐园项目浅谈客户体验设计

从迪士尼乐园项目浅谈客户体验设计

作为以令人难以置信的客户体验而闻名的迪士尼乐园,专注于设计和技术是创造非凡客户体验的核心。下载此文章,探索迪士尼乐园为保证客户体验而使用的设计原则,帮助您的企业重新构想客户体验流程并提高您的客户满意度。

Establishing Organisational Culture & Structure for Customer centricity

Establishing Organisational Culture & Structure for Customer centricity

In this presentation, Chief Service Delivery Officer of Aircel Ltd, Alok Kumar explianed he and his orgainzation's journey in CRM and customer experience management.

Creating a Well-Balanced Customer Experience Team to Ensure Long Term Success | 打造配置均衡的宾客体验管理团队,确保长久成功

Creating a Well-Balanced Customer Experience Team to Ensure Long Term Success | 打造配置均衡的宾客体验管理团队,确保长久成功

Catherine Jin, Head of Guest Engagement, Greater China of InterContinental Hotels Group (IHG) shared her experience in how to established a well-balanced customer experience team.

Customer Experience in eBay

Customer Experience in eBay

Go deep with Lawrence Yang, Head of Global Customer Experience, Greater China in Ebay to know the customer experience journey in eBay.

Customer Experience Predictions for 2017

Customer Experience Predictions for 2017

Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. With Gartner predicting that by 2018 more than 50 per cent of organisations will implement significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Download your complimentary copy of the report today to find out.