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
PwC

EXECUTING CUSTOMER EXPERIENCE STRATEGY

9:00 AM - 9:30 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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Ted Lai

Head of Digital, Retail Banking & Wealth Management, China | 中国零售银行及财富管理数字部总监
HSBC | 汇丰银行
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杨 年峰

Director, Head of Global Customer Experience, Greater China |大中华区客户体验中心总经理
eBay | 亿贝
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Pamela Chong

Consulting Director, PwC Experience Centre - Hong Kong & China
PwC

10:15 AM - 10:45 AM Unleashing the Potential of Creative Cloud and Driving the Digital Transformation Agenda in China

· Keeping pace with today's content velocity in building seamless customer experience across digital devices and applications
· Investing in design to enrich user experience and deepen customer loyalty
· Exploring new paradigms of adapting your digital marketing to the intelligent customer journey

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

CHANNEL MANAGEMENT

11:15 AM - 11:45 AM Harnessing the Power of Social Media in Achieving Customer Delight

· What makes social networks in China special and how can brands benefit by turning to personalised engagement?
· Integrating social media channels into your marketing strategy
· Elevating social media from a sales and marketing tool to social intelligence for the entire customer journey

11:45 AM - 12:15 PM Putting Mobile Engagement at the Core of China’s Digital Customer Experience Adoption

· 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

· 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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Anne Dumesges

Marketing Director - China | 中国区市场总监
Johnson & Johnson Vision | 强生视力健
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Ben Hassing

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

1:00 PM - 2:00 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

2:00 PM - 3:30 PM Justifying ROI from Customer Experience IT Infrastructure and Platforms

Roundtable G

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

Roundtable H

2:00 PM - 3:30 PM Adopting User-Centric Approaches to Redesign Customer Experience

CUSTOMER EXPERIENCE FRONTIERS

3:30 PM - 4:00 PM Afternoon Refreshment Break

CUSTOMER EXPERIENCE FRONTIERS

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

Tiger Liu, Customer Insights Director | 客户洞察部总监, 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 | 客户洞察部总监
CIFI Group | 旭辉集团

CUSTOMER EXPERIENCE FRONTIERS

4:30 PM - 5:00 PM Future-Proof Your Business through Continuous Product and Service Innovation

Michael Gao, Head of Consumer Innovation Institute | 美的中央研究院,用户创新研究所所长, Midea | 美的
· 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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Michael Gao

Head of Consumer Innovation Institute | 美的中央研究院,用户创新研究所所长
Midea | 美的

CUSTOMER EXPERIENCE FRONTIERS

5:00 PM - 5:15 PM Chairman’s Closing Remarks & End of Summit