28 - 29 November 2017
Le Royal Méridien Shanghai, China

Media Center

2nd Annual Customer Experience Management China Summit Brochure

Download event brochure to know more about the ONLY exclusive Customer Experience Management focus event in... Read More

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Articles

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More