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| 0900-0940 |
GCCRM CEM Research Series Findings Release |
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Sam Huang
Assistant Research Manager
GCCRM |
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| 0940-1020 |
Case Study Presentation: dopod Communication Corp. |
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Characteristics of customer management in Mobile Phone Industry
How CONTACT CENTER enhances customer experience at dopod Communication Corp.
Problems faced and how to resolve
Return On Investment
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Charlie Hou
Senior Manager of Customer Service Unit
dopod Communication Corp. |
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| 1050-1130 |
Expected output of Loyalty Programs |
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Loyalty and market competition's structure
The impacts on Customer Experience Management
The Selection effect
Loyalty transferrability
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Johan Suchon
Operations Director
Accor Servies (China) |
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| 1130-1210 |
Q & A Session |
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Mier Ai
COO
Bertelsmann Direct Services |
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Charlie Hou
Senior Manager of Customer Service Unit
dopod Communication Corp. |
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Johan Suchon
Operations Director
Accor Servies (China) |
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| 1210-1320 |
Networking Luncheon |
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| 1320-1400 |
Loyalty Program Customer Experience: Online VS offline |
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Community and Commerce
Comparative Advantage
Branding a "Commodity Experience"
Keep your customers addicted
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Henry Winter
President
SmartClub |
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| 1400-1440 |
Case Study Presentation: AIR FRANCE |
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Characteristics of customer management in Airline Industry
How B2B LOYALTY PROGRAM enhances customer experience at AIR FRANCE
Problems faced and how to resolve
Return On Investment |
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Joris Holtus
Sales Director Greater China
AIR FRANCE |
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| 1440-1510 |
Afternoon Coffee |
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| 1510-1550 |
Case Study Presentation: Shanghai Volkswagen |
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Characteristics of customer management in Automobile Industry
How PROCESS enhances customer experience at Shanghai Volkswagen
Problems faced and how to resolve
Return On Investment
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Lane Liu
Senior Manager
Shanghai Volkswagen |
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| 1550-1630 |
Q & A Session |
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Henry Winter
President
SmartClub |
|
Joris Holtus
Sales Director Greater China
AIR FRANCE |
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Lane Liu
Senior Manager
Shanghai Volkswagen |
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