| 2022 Customer World Annual Conference guest introduction | |
| Date of publication：2022-10-09 Reading times：336 字体：【大 中 小】 | |
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2022 Customer World Annual Conference and the 18th “Golden Earmark Cup” China Best Customer Center Award Ceremony Keynote Speeches ● Technology Exhibitions ● Roundtable Forums ● Awards Gala ● Special Trainings Time: November 1-2, 2022 Organizer: Client World Organization CCMW Supporting Units: Academic Support: Theme of the Conference : The Customer Metaverse Moves to a New Realm Meeting Arrangement: Guest introduction: Yuan Daowei: Chief Expert of Digital Economy Professional Committee of China Information Association, Chief Consultant of AsiaInfo Consulting/iResearch Digital Intelligence, Chief Editor of Customer World/Digital World/Digital World. He has been engaged in strategy, management, operation and technology consulting in the fields of communication, information and digitalization for a long time, led and managed hundreds of professional consulting projects, and has presented a series of theoretical studies and cases around enterprise strategic transformation, business innovation, operation capability and customer experience management. He has published a large number of commentaries in the field of management, business and service, and authored such monographs as “Vision and Pattern of Call Center”, “Customer Experience Management” (co authored), “Service+: Common Sense, Judgment and Fantasy about Service”, etc. Guo Chendong: Secretary-General of CCO100 Chief Customer Officer Committee of 100. As the main sponsor, he founded the first domestic call center information service organization – CTI Forum. During this period, he presided over and completed the first domestic call center market research report, established the leading domestic industry exhibition, and created the first domestic call center industry. Award selection, serving as the executive deputy director of the China Informatization Promotion Alliance Customer Relationship Management Professional Committee, the first domestic call center and customer relationship management industry association organization. Mr. Guo Chendong personally participated in and founded a number of domestic “firsts” in the field of CTI, call center and customer relationship management, becoming a pioneer in China’s call center industry. In 2010, he participated in the drafting, formulation and implementation of the industry standard “Guiding Requirements for Call Center Service Quality and Operation Management” approved and released by the Communication Development Department of the Ministry of Industry and Information Technology, and served as the deputy director of the Evaluation Center of the Value-added Service Professional Committee of the China Communications Enterprise Association. Sun Yuan : Rotating Chairman of the CCO100 Chief Customer Officer Committee of 100, founder of the knowledge sharing self-media brand “Yuanxinshuo”, and designer of the digital customer service system. Master of Computer Science, Chinese Academy of Sciences, EMBA, Master of Business Administration, China Europe International Business School. With more than 20 years of experience in customer service management, he has successively worked in the service experience centers of Lenovo, eLong, Taobao, Qunar and Meituan. Keep going. As an advocate of digital customer service design and the proposer of the concept of service designer, he is the first in the industry to propose the system construction of service experience and the embodiment of customer service value in terms of “service rate”, “effort effort” and “solution force”. Xu Xin : Global Partner of Fosun, Co-Chairman of Fosun Capital, Co-Founder of CC-CMM Standard Organization. As an investor with a profound industrial background, Mr. Xu Xin has successively served as the general manager of the Microsoft Global Technology Center Division, the co-founder of Wicresoft, the leader of Nielsen’s global business service consumption research, and the vice president of Bertelsmann Arvato China. Greater China, the United States, Japan, Singapore and other countries and regions have rich experience in cross-border management operations and entrepreneurial practices. Gao Lu: Executive Vice President of Honglian Ninety-five Group. In the operation and management of call centers for nearly 20 years, a complete closed-loop operation management system has been established to sort out and standardize the work of call centers from the three levels of system, process and specification, so that the operation process of outsourced call centers Systematic, scientific and detailed. Adhere to the strict implementation of the management concept of “perseverance in service, excellence in quality”, and on the basis of “emphasis on quality, efficiency, and cost control”, it fully guarantees the unique “double customer satisfaction” of outsourced call centers. Wang Debao: Executive Director/Senior Vice President of Taiying Technology Group. Graduated from the Electronics Department of Shandong University with a bachelor’s degree, and an EMBA from China Europe International Business School. Mr. Wang Debao has nearly 13 years of working experience as a senior executive of a state-owned financial enterprise. He served as the assistant to the president of a financial institution headquarters. He also serves as the chairman of the call center and e-commerce background committee of the China Information Technology Service Industry Alliance of the Ministry of Industry and Information Technology, and the secretary-general of the Shandong Provincial Service Outsourcing Association. Huang Jinhong: CC-CMM standard organization EPM chief consultant. He used to be the vice president of service of Shuidi Company, the vice president of customer service of Didi, the vice president of Jingdong customer service center, the general manager of ENN gas customer service center, and the customer service director of Lenovo Group. More than 25 years of experience in the industry, from the initial construction of customer service centers to the operation and management of a team of tens of thousands of people, from single-unit construction to multi-center response, from a single telephone service model to a unique all-media service integrating self-help, mutual assistance, and manual labor System construction, she has formed unique insights combining professional theory and practice in customer service standards and specifications, customer experience management, service process management, service innovation, and service culture construction. Wang Yidong: Senior consultant of SIMO Standard Organization, independent consultant and professional lecturer, and expert of digital native listed companies. He used to be Baidu senior product expert (P9), iQiyi senior director and innovation business leader. He has been an expert in business and innovative business for many years, and a business coach for several listed companies. Metaverse innovation business expert, the first batch of domestic metaverse business experts. Shi Yun : Vice President and Chief Six Sigma Black Belt Master of Customer World (Group), Member of CC-CMM Standard Management Committee. Member of the editorial board of well-known domestic publications in the field of customer management, member of the China E-Commerce and Customer Center Industry Capacity Building Management Standards Expert Committee, chief person in charge of the ACE qualification certification system, one of the founders of the International Standard for Customer Center, and the chief writer of the annual report of the Customer Center. Ren Jianbin: IBD, the industrial business of NVIDIA China’s retail industry, has long been committed to the business practice, theoretical analysis and teaching sharing of digital technologies such as the Internet, artificial intelligence, and big numbers for traditional industries. He used to be the director of Baidu’s service management department and the business operation department Senior Director, Deputy General Manager of LBS Division, President of Baidu Marketing University, etc.; Practitioners and entrepreneurs in different types and sizes of business operations, such as Motorola Regional Service Manager, 21Vianet Service Operation Director, eLong Senior Director, General Manager of Acorn International Memorable Star Spoken Language Center, Vice President of GSX, Senior Vice President of Xuebajun, COO of Tianyan Micro Enterprise, etc.; Cognitive Upgrade” and other works, concurrently serves as the editorial board member of “Customer World” magazine, and is also the director of the “Digital Observation” column of the magazine. Han Tao: General Manager of Concentrix Business Development and Key Account Management. MBA from the University of Hong Kong and a master’s degree in computer science from Ocean University of China. Mr. Han Tao has accumulated profound management experience in the call center and communication industry, and is responsible for the implementation of the company’s strategy and business growth. The customer business covers Europe, Latin America, and Asia. Mr. Han Tao’s business started in Huawei’s overseas sales expansion; before joining Jusihong, he served as senior management positions in several companies. Zhang Yan (Echo): Founder of Wenda Tianxia, Chief Consultant of Customer World OMO, Senior Consultant of New Retail Digital Transformation, Former Vice President of Service Marketing of Mia. Author of “Omni-Media Customer Center Management” and “Omni-Media Operator”. He has been deeply involved in the field of service marketing for more than 20 years. He has served many well-known Internet companies to realize the construction from 0-1, from distribution to concentration, from cost center to value center. transformation. In 2012, the first private customized parenting consultant model in the maternal and child industry. Provide services such as customer service center construction, service marketing transformation, and full-service management strategic planning consulting, team training, and operational counseling for many companies. The unity of knowledge and action, good at inspiring and coaching the team to formulate business plans and implement them. Fang Junxiong (Luey): founder of Shunwei Qianli Management Consulting, secretary-general of the Customer Contact Center Service Outsourcing Development Committee, and member of the Chief Customer Officer Committee of 100 (CCO 100). EMBA from Beijing University of Posts and Telecommunications – Emlyon Business School, MBA from City University of Macau. During his 25 years of experience in customer service operations, he spanned multiple industries and accumulated rich experience in the operation and management of outsourced and self-built call centers. He has successively served as the senior operation director of Hong Kong Hutchison Telecom Customer Service Center, the director of Beijing 95 Taiwei Telemarketing Center, the deputy general manager of Anbang Insurance Group Customer Service Center, the service outsourcing operation director of PCCW China, and the customer service center and asset management of CreditEase. Senior management positions such as Vice President of Operations. Xu Beilu: Senior Manager of Capgemini Consulting, responsible for customer research, customer voice and business consulting team of CRM related modules. Worked in a German luxury brand OEM and was responsible for call center management. Years of experience in call center management in the automotive industry: including traditional call centers, Internet of Vehicles call centers, road rescue services, electric vehicle real-time monitoring call centers, concierge travel services and charging service customer service. Focus on the business management of call centers in the automotive industry, the construction of voice of customers, and the consulting work of related derivative businesses, end-to-end full life cycle management: from concept and service content design, service system construction, to service operation management. How to use cutting-edge AI technology to accurately analyze customer voices, bring more value to enterprises, and improve customer experience has become the hottest topic in the past two years. Zhou Ya: Senior Director of 58 Tongcheng National Customer Service Center. Executive Master of Business Administration (EMBA) degree from Tsinghua University School of Economics and Management. Responsible for the construction of 58 city customer service center. Starting from the group’s overall strategy, realize traffic monetization through data-based operations and full-process management; devote itself to researching customer experience and improving customer effects, and ultimately promote the achievement of the group’s revenue goals. From the initial team building to the peak of more than 2,000 people, the company has created billions of revenue per year. Successfully transformed the customer service center from a cost center to a profit center. Before joining 58, he worked for Baidu. Li Baihui: Co-founder and general manager of ” Ufubang “, senior consultant of CC-CMM standard organization. He has 16 years of practical experience in customer center operation management, consulting and training. Higher Human Resources Teacher, Psychological Counselor, International Registered Trainer (ACI), Certified Lecturer of Golf Coaching Center, Painting Projection Analyst. Author of: “Customer Center Capability Maturity Model”, “Customer Service Call Center Operation Management” and other monographs. Zhang Xinnan: Senior Consultant of CC-CMM Standards Organization. Graduated from Yanshan University, with 3 years of advanced technical support experience and 16 years of customer operation management experience, focusing on business service management system and digital intelligence application implementation. Since 2002, he has worked in the field of customer service. He has worked in many Fortune 500 companies as a customer center or customer operation executive. The comprehensive work of delivery operation; since 2018, he has become a customer center operation consultant, and the implementation projects involve outsourcing, automobile, logistics, Internet finance, banking, telecommunications and other industry vertical fields. He has a deep and unique understanding of the overall business operation of multiple industries. Know. Ge Mei : Member of CC-CMM Standard Management Committee. Graduated from Takushoku University majoring in International Economics, has been working in the call center industry since January 2000. He has successively served in outsourced call center companies such as CCID Group, 95 Taiwei, and Zhiyin Wanglian, and has held senior management positions for more than 10 years. Since February 2012, he has served as the operation director of CCTV audience call center for more than 5 years. He is not only the executor of system construction and operation management system operation, but also the explorer of call center operation management in the media industry. He is currently the Director of Client World Agency Review Business. Zhao Xi : Founder of Customer World Organization, Chairman of CMM Standard Organization (CC-CMM), Vice President of Digital Economy Professional Committee of China Information Association, Founding Director of CCO100 Chief Customer Officer Committee of 100, China Call Center Industry Capacity Building Management Standardization Work Group deputy head. He is also the founding president of CNCCA, the China Call Center Association, and the founder of APCCAL, the Asia-Pacific Call Center Industry Alliance. Long-term commitment to research and development in the field of customer care and management in my country, author of “Call Center Customer Service Agent”, “Customer Service Introduction and Call Center Practice”, “Call Center Operation and Management”, “Customer Center Capability Maturity Model”, “Customer Service Domain Artificial Intelligence Trainer”, “Omni-Media Operator” and other monographs. He is the editor-in-chief of the series of high/secondary vocational teaching materials related to the call center of the Ministry of Education. contact us Zuo Bing: 13466626291, zuobing@ccmw.net |
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