Main Conference Day One

8:00 AM - 8:45 AM Registration & Coffee & Tea


Clement Yip

Partner, PwC Experience Centre & Digital Services Leader - Hong Kong & China


9:00 AM - 9:30 AM KEYNOTE: Localising and Contextualising Your Global Customer Experience Strategy

Ben Hassing, Senior Vice President, E-Commerce & Technology | 高级副总裁 - 电子商务与技术, Walmart China
· Winning the hearts of Chinese customers in a fast-changing and complex landscape
· Why localisation is vital for greater customer engagement, resonance and relevance
· Strengthening the omni-channel approach by harmonising multiple customer touchpoints
· Accelerating offline to online-to-offline (O2O) resolution in China for improved e-Commerce experience


Ben Hassing

Senior Vice President, E-Commerce & Technology | 高级副总裁 - 电子商务与技术
Walmart China

9:30 AM - 10:15 AM PANEL DISCUSSION: Overcoming Challenges in Making the Transition from Customer Service to Customer Experience

Andy Luk , Chief Operating Officer | 首席运营官, AXA Partners Felipe Franco, Sales & Service Centre Director | 销售及服务中心总监, Air France KLM | 法国航空 - 荷兰皇家航空
· Getting boardroom buy-in and demonstrating the proven ROI of customer experience
· Inculcating a culture of value creation: Empowering employees to move beyond customer service functions
· Setting customer experience goals and stepping up your game to achieve revenue targets


Andy Luk

Chief Operating Officer | 首席运营官
AXA Partners

Felipe Franco

Sales & Service Centre Director | 销售及服务中心总监
Air France KLM | 法国航空 - 荷兰皇家航空

10:15 AM - 10:45 AM Weighing in on China: Customer Experience Index and Benchmarking Study

· Insights into customer experience satisfaction in China
· How well are brands and companies in China using customer experience to outperform their competitors?
· Practical tips to attracting and retaining the increasingly sophisticated Chinese consumers

10:45 AM - 11:15 AM Morning Refreshment Break


11:15 AM - 11:45 AM Championing Customer Centricity and Staying Ahead of the Curve with Best in Class Voice of the Customer (VOC) Programs

· Mastering VOC data to capture customer feedback across digital touchpoints
· Deriving actionable VOC insights to improve strategic decision-making and value creation for stakeholders
· Progressive business innovation and driving customer-centricity through insights generated

11:45 AM - 12:15 PM Case Study: Setting a New Customer Experience Standard for Retail and e-Commerce in China

Felix Liu, Head of New Customer Experience, Group Customer Experience| 新零售客户体验事业部总监, Alibaba Group | 阿里巴巴集团
· Unifying data sources across communication channels to capture changing customer behaviour and consumer trends
· Driving continuous improvement in product design and customer experience
· How are chatbots and artificial intelligence shaping and enhancing an automated workflow of customer service


Felix Liu

Head of New Customer Experience, Group Customer Experience| 新零售客户体验事业部总监
Alibaba Group | 阿里巴巴集团

12:15 PM - 12:45 PM Creating Customer Journey Maps to Close Experience Gaps and Deliver Real Business Value

· Taking an outside-in perspective on customer experience
· Optimising experiences delivered across the four foundations of business – Customers, employees, products and brand
· How customer journey success can drive greater brand loyalty and revenue generation

12:45 PM - 2:00 PM Networking Lunch

During this interactive roundtable session, delegates will  be grouped according to industries. They will get the opportunity to exchange sector-specific CX challenges and strategies with their peers thereby guaranteeing a relevant and perfectly tailored experience.



Lawrence Lv

Customer Experience & Analytics, Greater China | 大中华区顾客体验与分析经理
Gap | 盖璞


Wang Chao

Managing Director, Private Healthcare & Wealth Management Center | 董事总经理, 私人健康财富中心
Taikang Life | 泰康人寿


Pei Xiaoli

Senior Director, Member Services Centre | 会员服务中心高级总监
Ctrip | 携程旅行网

Kitty Huang

Vice President, Customer Loyalty & Revenue Generation, Greater China | 大中华区营收及客户忠诚副总裁
Wyndham Hotel Group | 温德姆酒店集团


Miriam Brofman

Patient Services & Relations Director | 客户服务及关系总监
United Family Healthcare | 和睦家医疗


3:00 PM - 3:30 PM Afternoon Refreshment Break

3:30 PM - 4:00 PM Case Study: Leveraging Design Thinking to Drive Cutting Edge Customer-Centric Product Innovation

Shaun Ching, Director of Customer Experience, Credit Card Centre | 信用卡中心客户体验高级经理, Bank of Communications | 交通银行
· Developing an understanding of your customers’ unarticulated needs
· Adopting a human-centred approach to identify customer’s needs with what is feasible and convert into customer value and market opportunity
· Showcasing positive brand outcomes from product/process changes post-design thinking implementation at BOC Credit Card Centre


Shaun Ching

Director of Customer Experience, Credit Card Centre | 信用卡中心客户体验高级经理
Bank of Communications | 交通银行

4:00 PM - 4:30 PM Pushing the Boundaries in Brand Experience Innovation and Investment

· Creating distinctive and connected brand experiences amidst globalisation and increasing customer expectations
· Using brand values to shape employee and customer experiences
· Discovering what successful brands do in leading your organisation to brand greatness

4:30 PM - 5:15 PM PANEL DISCUSSION: Strategic Approaches to Optimising Customer Interactions and Enhancing Brand Loyalty

· Turning customers into brand advocates: Uncovering satisfaction and loyalty drivers across transactions and interactions
· Delivering consistent and personalised messages across channels to fully engage customers and build emotional connections
· How are loyalty programs key to winning market share and customers in China?

5:15 PM - 5:30 PM Chairman's Closing Remarks & End of Day One