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| Plenary Session |
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| 0900-0940 |
Brand Customer Experience |
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Understand the real needs of your target customers
Convert customer insights into deliverables
Brand positioning and brand promise
Map your own multi-channel customer touch-points
Shaping a unified brand experience
Alignment of business strategies, customers' needs and enterprise's capabilities
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Sampson Lee(China)
President
GCCRM |
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| 0940-1020 |
How to manage Customer Experience with Marketing
Robots |
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The robots are among us. They aren¡¯t the human-like types you can think of, but marketing robots who resemble humans and interact with customers on behalf of their master, that means you, the marketer. Modern marketing is adding marketing automation to the marketer¡¯s arsenal of tools: this is the big revolution of CRM. It may be a well written and so intimately personalized letter or email, a perfectly-timed alert on your cellular phone, a surprisingly good advice on a product from your preferred website or a friendly interaction from the customer service operator on the phone: a customer robot is going to manage your branded customer experience today and in the future.
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Marco De Veglia(Italy)
Founder,
CRM Group |
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| 1050-1130 |
Providing an Outstanding Customer Experience with a Real-Time Contact Center; |
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A strategy for transforming contact centers into real-time organizations
Hot trends that are driving contact center evolution
The technologies, system, and applications required for real-time contact centers and how best to use them
How to optmize people, process, and management to achieve a real-time contact center that provides outstanding service
A blue print for building a world-class contact center
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Donna Fluss(US)
Principal
DMG Consulting |
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| 1130-1200 |
Q&A |
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Sampson Lee(China)
President
GCCRM
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Marco De Veglia(Italy)
Founder,
CRM Group
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Donna Fluss(US)
Principal
DMG Consulting |
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| 1200-1330 |
Networking Luncheon |
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| 1330-1410 |
Building Brand Equity through Customer Experience |
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The customer retention and word-of-mouth advocacy that result from positive customer experiences are powerful drivers of brand equity. In this talk, we¡¯ll see how to view customer experience as a series of ¡°moments of truth¡± (key events) such as product evaluation, selection, purchase, installation, service/support, and renewal; identify which events and experiences weigh most heavily in customers¡¯ minds; and show how these experiences drive brand identity, awareness, and equity. As case studies, we will consider global brands such as Apple, Lexus, and Virgin Airways whose best practices in managing customer experiences have profoundly contributed to brand equity.
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John Chishlom(US)
Chairman & CEO
CustomerSat, Inc. |
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| 1410-1450 |
The Fall of Advertising, The Rise of Experience |
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When one advertisement on television would be seen by everybody - When one ad in a newspaper would be read by everybody - When one direct mail letter would reach everybody, branding was a simple matter of spending money. Today, the only reason for an ad is to get people to interact with your company - your brand. On the phone, on the street or on the Internet, how well your company interacts with prospects and customers determines whether they will buy from you or recommend you to others.
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Jim Sterne(US)
Founding President
Web Analytics Association |
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| 1450-1510 |
Q&A |
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John Chishlom(US)
Chairman & CEO
CustomerSat, Inc.
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Jim Sterne(US)
Founding President
Web Analytics Association |
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| 1510-1550 |
Afternoon Coffee |
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| 1550-1630 |
Q&A |
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Donna Fluss(US)
Principal
DMG Consulting |
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Sampson Lee(China)
President
GCCRM |
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Candice Ng-Chee
Managing Partner
MetaCore Asia
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Henrik Lundsgaard(Denmark)
Managing Director
Domino Coding Ltd. |
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David Xue (China)
Information System Director
China Europe International Business School
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Lane Liu (China)
Senior CRM Manager
Shanghai Volkswagen Automotive Co., Ltd. |
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