29 - 30 November , 2016
Hong Kong


08:30 - 09:00 Morning Refreshment & Registration

09:00 - 12:00 Workshop A: Leveraging Digital Innovation in Customer Journey Mapping

Rémi Segoin - Head of Customer Experience & Innovation, BRED Banque Populaire
Digital transformation and innovation are a must in today's financial industry and at the heart of digital transformation lies customer journey mapping. To achieve digital transformation, the evolving elements of digital – analytics, mobile, the cloud platform and Internet of Things – have to be aligned to create a customer journey mapping program that enhances customer experience. By placing the customers at the centre of the approach, digital has demonstrated a powerful leverage for financial institutions to provide better service, increase sales and reduce servicing costs. Overlaying the digital possibilities upon customer journey mapping also allows financial institutions to better visualize which aspects of their business they should be focusing on, the new technologies they should be embracing and the new business models they can potentially create. But how do we proceed?
This workshop will walk you through lessons learnt from real case studies to develop best-in-class strategies for successful digital transformation, and offer insights on a reusable and actionable methodology.
Learning Outcomes
  • Redesigning Customer’s Journey with customer insights as the key focus
  • Actionable Digital Innovation approach driven by customer's usage and objectives
  • Use of an Agile Methodology to plan, implement, and continuously improvise on Customer Experience
  • Case studies illustrating actionable and reusable steps for customer orientation and digital innovation: For example, end-to-end sales and support of mortgage loans, electronic signature for remote and face-to-face sales, handling of the key situations with regards to credit card usage and more

Rémi Segoin

Head of Customer Experience & Innovation
BRED Banque Populaire

12:00 - 13:00 Lunch

13:00 - 16:00 Workshop B: Turning CX Metrics into Actionable Insights

Measuring and capturing customer experience, analysing the results and translating them into actionable strategies are now a critical part of Customer Experience Management. Companies with strong CX metrics programs deliver better customer experience resulting ultimately in stronger business results. Many companies in Hong Kong are investing in CX metrics such as Net Promoter Score, Voice of Customer but how many companies are actually doing it right? Are they effectively capturing and collecting customer feedback? The consensus is that CX metrics benchmarking are not meaningful if the results are not easily actionable. The question then is on how CX metrics can be incorporated into your customer experience cycle to drive business success.

Supported with case studies, this workshop will walk you through the methodology & closed-loop process of CX metrics benchmarking showcasing best practices in capturing customer feedback and satisfaction.

Learning outcomes
  • Implementing an effective CX metrics benchmarking framework
  • What are the available strategies and tools to collect customer feedback?
  • Deciphering the value of your CX metrics
  • Making CX metrics actionable: The value of Operations vs. CX metrics
  • Measuring the effectiveness of your CX metrics

16:00 - 23:59 End of Workshops