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

Weilun Feng

Head, Customer Experience Strategy

2:00 PM Workshop B: Building a Sustainable Customer Experience Management Framework

·         Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy
·         Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey 
·         Designing customisable customer experience programs across different business models and industries 
·         Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses

9:30 AM PANEL: Harnessing Cognitive Intelligence to Drive Customer Interaction and Engagement

·         Putting cognitive AI at the centre of your customer experience roadmap
·         Moving beyond transactional to proactive customer engagement with AI and chatbots
·         Overcoming implementation challenges and driving enterprise wide adoption

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

Download The Latest Agenda