Improving the customer experience is the path to achieving business results. In these challenging times, there’s nothing more critical for marketing and strategy professionals to pursue than the customer experience. At our Summit in Shanghai next month, we’re eager to discuss the theme of “Driving Digital Customer Experiences In A Slowing Chinese Economy”..I’m proud to announce the illustrious list of speakers we have pulled together for this year’s summit:
Kicking off the agenda for the day, Harley Manning will speak on customer experience innovation and sizing disciplines that companies need to consider Harley is the co-author of Outside In, Forrester’s book about the customer experience that draws upon 14 years of research. At the summit, Harley will also officially launch the Chinese version of Outside In in conjunction with our publishing partner CITIC Press, a leading business and financial publishing house in China.
China is forecast to become the largest eCommerce market in the world. Zia Daniell Wigder, Vice President and Research Director at Forrester, will address China’s market potential and speak about “Creating Customer-Centric eBusiness Experiences.” Her session will explore opportunities to build successful sales and service ecosystems in China, including what the age of the customer means for Chinese eBusiness customers, and explain how digital tactics are essential to creating customer-centric eBusiness experiences.
In addition to speeches and track sessions by Forrester analysts like Craig Menzies and Xiaofeng Wang, our speaker lineup features senior leaders from companies that have recently made major improvements to their digital customer experience and digital exponents:
- Alexei Orlov, Chief Marketing Officer, Volkswagen Group China
- Janet Low, Vice President, Client Services for APAC, Epsilon
- Lincoln Barrett, Vice President Distribution and Relationship Marketing — Greater China, InterContinental Hotels Group
- Otto de Graaf, Vice President of Strategy and Acquisitions, SDL
- Sophia Ong, National Planning General Manager – Online Media Group, Tencent
- Xiong Jian, Chief Digital Officer, BlueFocus
- Zhang Rui, Chief Executive Officer, Social Touch
This is the tip of the iceberg that we will share with you in Shanghai. We invite you to join our global Forrester analysts and executives to have face-to-face conversations about how you can put digital customer experiences to work for your organization. Register for the Summit here. I look forward to seeing you in Shanghai in just a month’s time!