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Keynote Speakers

David Jacques
Customer Experience Thought Leader;
Founder, Customer Input Ltd

Pioneer in customer experience management, David has two decades of professional experience in customer research, strategy and experience design. He has consulted for MNCs in multiples industries from financial services to airlines helping them deliver differentiated seamless multichannel customer experiences.

For the past 15 years, David has been strong advocate of a holistic approach to customer experience management. His framework brings together cohesively every aspect from voice of the customer programs and analytics to service design and employee engagement in customer centricity.

David Jacques
Customer Experience Thought Leader;
Founder, Customer Input Ltd

Pioneer in customer experience management, David has two decades of professional experience in customer research, strategy and experience design. He has consulted for MNCs in multiples industries from financial services to airlines helping them deliver differentiated seamless multichannel customer experiences.

For the past 15 years, David has been strong advocate of a holistic approach to customer experience management. His framework brings together cohesively every aspect from voice of the customer programs and analytics to service design and employee engagement in customer centricity.

David Jacques
Customer Experience Thought Leader;
Founder, Customer Input Ltd

Pioneer in customer experience management, David has two decades of professional experience in customer research, strategy and experience design. He has consulted for MNCs in multiples industries from financial services to airlines helping them deliver differentiated seamless multichannel customer experiences.

For the past 15 years, David has been strong advocate of a holistic approach to customer experience management. His framework brings together cohesively every aspect from voice of the customer programs and analytics to service design and employee engagement in customer centricity.

Summit Highlights

The Global Digital Retail Revolution

The Future of Retail will be defined by Technology

The Future is Now — Lessons in Retail Innovation

Revolutionizing Customer Engagement through IoT Innovation

Optimize Your Site for Omnichannel Shopping

Optimise your eCommerce customer experience

Reinventing Retail in the Age of Disruption

and more...

Agenda

08:15 – 09:00              Registration 

09:00 – 09:30            Opening Keynote: The Global Digital Retail Revolution
                                        Alan Lau
                                        Senior Partner, Head of Technology Sector, Greater China
                                        McKinsey & Company

09:30 – 09:40            Panel Discussion Introduction by Anson Bailey from KPMG

10:15 – 10:45                 Keynote 1: The Future is Now — Lessons in Retail Innovation
                                        Senior Executive from Amazon

10:45 – 11:15                  Keynote 2: Revolutionizing Customer Engagement through IoT Innovation
                                        Senior Executive from Orange Business Services

11:15 – 11:45                    Keynote 3: Optimize Your Site for Omnichannel Shopping

11:45 – 12:00                 Morning Networking Coffee Break

12:00 – 12:30                Keynote 4: Optimise your eCommerce customer experience
                                        Senior Executive from Diamond Sponsor

12:30 – 13:15                  Industry Insights Panel Two: Reinventing Retail in the Age of Disruption

                                        Panel Chair:
                                        David Jacques, Customer Experience Thought Leader; Founder, Customer input Ltd

                                        Executive Panelists:
                                        CK Chan, Head of Sales and Operations, Groupon Hong Kong
                                        Yang Gao, Head of APAC Search at Expedia, Inc.
                                        Ravel Lai, Head of Digital Marketing, Pizza Hut 
                                        John McLennan, CEO, Indigo Living Limited
                                        Widhadh Waheed, Director of eBusiness, Shangri-La International Hotel

13:15 - 14:15                    Networking Luncheon Roundtables (By Invitation Only)
                                        Sponsored by Citic Telecom CPC

Agenda
Summit Highlights
Speakers
Sponsors
2015 Events Review

Date:
27 May 2016 (Friday) 

Time:
08:15 – 14:15 

Venue:
CORDIS Hong Kong at Langham Place, 555 Shanghai St, Mong Kok, Hong Kong

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