Main Conference Day One

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


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Clement Yip

Partner, PwC Experience Centre & Digital Services Leader - Hong Kong & China | 数字化体验中心合伙人
PwC | 普华永道管理咨询(上海)有限公司

STATE OF CUSTOMER EXPERIENCE

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

Jane Yan, General Manager, Cross-Border E-Commerce | 跨境电商总经理, Walmart China | 沃尔玛中国
· 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

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Jane Yan

General Manager, Cross-Border E-Commerce | 跨境电商总经理
Walmart China | 沃尔玛中国
· 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

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Andy Luk

Global Servicing Director | 全球服务总监
Quintessentially
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Ellen Lin

Market Customer Experience Leader | 客户体验管理主管
Philips (China) Investment Co., Ltd | 飞利浦(中国)投资有限公司
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William Feng

Senior Manager Experience Strategy | 高级体验经理
Didi Chuxing | 滴滴出行
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Will Yan

Head of Quality & Customer Experience | 客户体验与质量部总监
Citibank China | 花旗银行中国

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

THE ROADMAP TO CUSTOMER EXPERIENCE EXCELLENCE

11:00 AM - 11:30 AM Unleashing the Potential of Marketing Cloud and Driving the Digital Transformation Agenda in China

Leo Mao, Senior Digital Marketing Solution Consultant | 大中华区高级解决方案咨询顾问, Adobe
· 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

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Leo Mao

Senior Digital Marketing Solution Consultant | 大中华区高级解决方案咨询顾问
Adobe

11:30 AM - 12:00 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

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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

12:00 PM - 12:30 PM Empowering Omni-Channel Customer Experience Innovation in the Age of Artificial Intelligence

Annica Luo , Principle Business Consultant, Asia Pacific | 亚太区首席商务顾问, Genesys
· Anticipating customers' evolving needs and expectations in the move to a true omni-channel experience
· Delighting customers and driving innovation with artificial intelligence
· Leveraging advancements in artificial intelligence to reshape customer experience design

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Annica Luo

Principle Business Consultant, Asia Pacific | 亚太区首席商务顾问
Genesys

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.

INTERACTIVE DISCUSSION GROUPS: SECTOR FOCUS


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Lawrence Lv

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

Consumer Decisions Science Director | 大中华区消费者行为研究总监
Nike | 耐克

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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

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Pei Xiaoli

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

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Miriam Brofman

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

BRAND EXPERIENCE & CUSTOMER LOYALTY

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

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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
· 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?

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Iris Zou

Head of Customer Loyalty - China | 客户关系管理中国区负责人
Swarovski | 施华洛世奇(上海)贸易有限公司
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Mikkel Hansen

Customer Experience & Design Strategist
Asia Miles
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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
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Jingjing Sun

Director of Customer Relations Management – Greater China | 客户关系管理总监 - 大中华区
Luxury Jewellery Brand | 奢侈品珠宝品牌

4:45 PM - 5:00 PM Chairman's Closing Remarks & End of Day One