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 China!

Articles

困扰中国企业的前五大社交媒体恐惧

大部分企业都知道,有效地利用社交媒体可以拉近企业与客户的距离,但多数企业也都害怕错误使用社交媒体将可能引起的适得其反的效果。如果在使用社交媒体时规划能力欠佳,则很可能会把本应是与客户间的私下互动激化为一场令企业在公众面前颜面尽失的尴尬事件。但是,若您的公司因此止步不前,将有可能会发现自己已经错失与那些做好准备的竞争对手抗衡的良机。所以,千万不要被竞争对手甩在身后,是时候战胜这五大社交媒体恐惧,了解如何克服这些恐惧心理。

从迪士尼乐园项目浅谈客户体验设计

作为以令人难以置信的客户体验而闻名的迪士尼乐园,专注于设计和技术是创造非凡客户体验的核心。下载此文章,探索迪士尼乐园为保证客户体验而使用的设计原则,帮助您的企业重新构想客户体验流程并提高您的客户满意度。

中国的客户服务存在何种问题?

如今,消费者对服务和体验的期待比过去高出了许多,中国的公司也因此背上了要提升其客户体验的压力。更加糟糕的是,有的公司的客户体验经常不如人意,导致声誉和收益都受到损失。这个问题要如何解决呢?答案就在这篇文章中:

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 management.

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 team.

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 eBay.

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 information.

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 significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Download your complimentary copy of the report today to find out.

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 advocacy.

Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the Customer Experience Management integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.