|
|
| 0900-0940 |
Case Study Presentation: Bertelsmann DirectService |
| |
Characteristics of customer management in Service Industry
How B2B BRANDED SERVICE enhances customer experience at Bertelsmann Direct Services
Problems faced and how to resolve
Return On Investment
|
 |
Bertelsmann DirectService |
|
|
| 0940-1020 |
Case Study Presentation: Dopod Communication |
| |
Characteristics of customer management in Mobile Phone Industry
How CONTACT CENTER enhances customer experience at Dopod
Problems faced and how to resolve
Return On Investment
|
 |
Fujitsu PC China Division |
|
|
|
|
| 1050-1130 |
Keynote Speech: Accor Services
|
| |
Identify the critical interactions that influence loyalty and customers long term value
Segment customers by needs and value and determine the sales and service strategy for each segment
Build an interaction management platform to deliver the right information to the customer facing staff across all the channels
|
 |
Accor Services |
|
|
| 1130-1210 |
Q&A |
|
Bertelsmann DirectService
|
| |
Dopod Communication |
|
Accor Services |
|
|
| 1210-1330 |
Networking Luncheon |
|
|
| 1330-1410 |
Keynote Address:"Branding Customer Experience Online vs. Actually Making Money" |
| |
Community and Commerce
Comparative Advantage
Branding a "Commodity Experience"
Keep your customers addicted
|
 |
Henry Winter (US)
Chief Executive Officer
SmartClub |
|
|
| 1410-1450 |
Case Study Presentation: Air France |
| |
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
|
|
Mier Ai (China)
Chief Operation Officer
Bertelsmann DirectGroup China |
|
|
| 1450-1510 |
Afternoon Coffee |
|
|
| 1510-1550 |
Case Study Presentation: Shanghai Volkswageng Ltd. |
| |
Characteristics of customer management in Automobile Industry
How PROCESS enhances customer experience at Shanghai Volkswagen
Problems faced and how to resolve
Return On Investment
|
 |
Shanghai Volkswageng Ltd. |
|
|
| 1550-1630 |
Q&A |
|
Henry Winter (US) |
 |
Air France
|
|
Shanghai Volkswagen
|
|
|
|
| |
