20 - 21 November, 2018
The Langham Shanghai Xintiandi, China

David Kohler


Regional Head, Experience Design & Culture 体验设计与文化区域负责人
Generali Asia 忠意亚洲


9:15 AM CXO PANEL: Leveraging Customer Experience a Business Strategy to Drive Business Profitability 专题讨论:利用客户体验作为业务战略,提高业务盈利能力

  • Aligning business goals with customer experience objectives to drive desired business outcomes
  • Defining the economics of customer experience and getting buy-in from business stakeholders
  • Investing in the right people, process and technology to reap the full benefits of customer experience

  • 业务目标与客户体验目标保持一致,推动期望的业务成果
  • 定义客户体验的经济意义,获得业务利益相关方的认可
  • 投资合适的人员、流程和技术,获得客户体验的全部好处

2:45 PM Customer Experience Management vs. Experience Design: What’s the Difference and Why Does it Matter?

People often confuse CEM and Experience Design. What is the difference? Are both approaches really needed? What are the challenges and how can Customer Experience leaders deal with them?


Check out the incredible speaker line-up to see who will be joining David.

Download The Latest Agenda