Main Conference Day Two

8:00 AM - 9:00 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

EXECUTING CUSTOMER EXPERIENCE STRATEGY

9:15 AM - 9:45 AM KEYNOTE: Embedding Customer Centricity in Your Organisational Strategy

Xu Jiaying, General Manager, Customer Experience Management | 用户体验部总经理, Ping An Group | 平安集团
· Developing customer experience initiatives and performance metrics in China’s internet+ era
· Placing customers at the heart of your business and delivering on your brand and service promise
· Fostering cross-functional collaboration in maximising customer frequency, reach and yield

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Xu Jiaying

General Manager, Customer Experience Management | 用户体验部总经理
Ping An Group | 平安集团
· Assessing digital expectations and habits of today’s Chinese consumers
· Challenges and benefits of transforming customer experience from dated to digital
· Accelerating business agility and redefining customer innovation in an age of digital disruption

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Pamela Chong

Consulting Director, PwC Experience Centre - Hong Kong & China | 客户战略与客户体验设计总监
PwC | 罗兵咸永道咨询香港有限公司
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Ted Lai

Head of Digital, Retail Banking & Wealth Management, China | 零售银行及财富管理业务中国电子银行部总经理
HSBC | 汇丰银行
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Denghui Li

Head of Digital | 数字部总监
AIG China | 美亚保险(中国)
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Xing Cheng

Head of Digital Acceleration, Project and Demand | 高级副总裁,数字金融创新部总监
United Overseas Bank (China) Limited | 大华银行

10:30 AM - 11:15 AM Morning Refreshment Break

CHANNEL MANAGEMENT

11:15 AM - 11:45 AM Putting Customer Experience at the Core of your Organisational Strategy to Drive Cross-Functional Performance

Xiaonan Qu, Head of Experience Management Centre | 体验管理中心负责人, Didi Chuxing | 滴滴出行
· Deploying a mobile-first customer experience strategy
· How can mobile applications complement traditional channels to enrich overall customer experience?
· Leveraging mobile technologies to capture customer preferences and create personalised experiences

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Xiaonan Qu

Head of Experience Management Centre | 体验管理中心负责人
Didi Chuxing | 滴滴出行
· The importance of investing in omni-channel for customer-driven interactions
· Charting the transition from a multi-channel orientation to an omni-channel approach
· Best practices to ensuring service consistency and unified customer experience in an omni-channel environment

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Xu Jiaying

General Manager, Customer Experience Management | 用户体验部总经理
Ping An Group | 平安集团
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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
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Keane He

Genernal Manager of E-Commerce | 电子商务总经理
Chow Sang Sang(China)Co.,Ltd. | 周生生(中国)商业有限公司
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Annica Luo

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

12:30 PM - 1:30 PM Networking Lunch

During this interactive roundtable session, delegates will be sorted into groups of 8-12.. They will get the opportunity to select two topics from a choice of 6 and will rotate between their choices every 45 minutes. Discussion groups are deliberately kept small to ensure maximum interactions, giving delegates the opportunity to ask their most pressing questions thereby guaranteeing a perfectly tailored experience.

INTERACTIVE DISCUSSION GROUPS: STRATEGY FOCUS [2 rotations at 45 mins each]

ROUNDTABLE E

2:00 PM - 3:30 PM Refining Operational Processes to Deliver Superior Customer Experience

Jack Zhang, Customer Experience Director | 用户体验总监 , Lenovo MBG | 联想移动

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Jack Zhang

Customer Experience Director | 用户体验总监
Lenovo MBG | 联想移动

Roundtable F

1:30 PM - 3:00 PM Deploying Digital Channels to Enhance E-Commerce Customer Experience

Roundtable G

2:00 PM - 3:30 PM Leveraging Net Promoter Scores (NPS) to Measure and Improve Customer Experience

John Pies, Customer Insights & Analytics Director - Asia Pacific | 亚太区客户洞察及分析总监, Fidelity

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John Pies

Customer Insights & Analytics Director - Asia Pacific | 亚太区客户洞察及分析总监
Fidelity

Roundtable H

1:30 PM - 3:00 PM Utilising Customer Segmentation for Customer Segmentation Programme

Norah Chen, Customer Experience Manager | 客户体验经理, Sino-US United Metlife Insurance Company | 中美联泰大都会人寿保险

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Norah Chen

Customer Experience Manager | 客户体验经理
Sino-US United Metlife Insurance Company | 中美联泰大都会人寿保险

CUSTOMER EXPERIENCE FRONTIERS

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

3:30 PM - 4:00 PM Accelerating Business Growth and Maximising Customer Value with Customer and Marketing Insights

Tiger Liu, Customer Insights Director | 集团客户研究部总监, CIFI Group | 旭辉集团
· Unifying data sources across channels to capture changing customer behaviours and trends
· Getting the most out of your marketing and customer experience ROI through data analytics and effective customer segmentation
· Structuring your customer value monetisation strategies and routes to accelerating business growth with generated insights

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Tiger Liu

Customer Insights Director | 集团客户研究部总监
CIFI Group | 旭辉集团

4:00 PM - 4:30 PM Co-Creating Customer-Centric Innovation

Mikkel Hansen, Customer Experience & Design Strategist, Asia Miles
· Key emerging trends that would significantly influence the Chinese customers
· How cutting-edge technology and tools are going to change CX
· Leveraging these insights for product and service innovation

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Mikkel Hansen

Customer Experience & Design Strategist
Asia Miles

4:30 PM - 4:45 PM Chairman’s Closing Remarks & End of Summit