September 22, 2022, Beijing. Customer World News: The 2022 First Digital Operation and BPO Management Forum was successfully held in Beijing-Hai Mansion today. The event was hosted by the China Information Association Digital Economy Professional Committee and Customer World Organization, and co-organized by SIMO Standards Organization CC-CMM, China Call Center and E-Commerce Development Research Institute, Global Customer Center Industry Alliance, Chief Customer Officer 100, etc. Under the frequent outbreak of the epidemic situation in the whole country, this conference adopted the method of live speech + live broadcast on the whole network for three-dimensional presentation.

History is always strikingly similar, and human development always goes hand in hand with industrial upgrading. In the thousands of years of human history, three major industrial transformations have been completed. Over the past 20 years, IT and the Internet have developed rapidly, and the data base has become more and more perfect. The curtain of the fourth industry “digital industry” has been opened. From the perspective of the transformation process of agriculture-industry-service industry, each transformation is accelerating. From nomadism to agriculture for nearly a thousand years, from agriculture to industry for more than 200 years, and from industry to service industry for more than 100 years. completed in ten years. The transformation of the digital industry to the three major industries has already begun. The “digitalization of the service industry” has been initially completed with the popularization of smart phones; the “digitalization of industry” has accelerated in the cloud era;

As a service industry model derived from the development of the industrial age, BPO inevitably became one of the earliest fields covered by the “digital industry”. Presumably industry managers have already been keenly aware of this irreversible trend. “Conditional” anxiety and involution have become a common phenomenon in the industry, and many thoughts of “laying flat” are also surging. Standing at the forefront of industry transformation, it is normal to be at a loss. Because this is not only the transformation that can be completed by management innovation and linear improvement in the past, but requires paradigm shift and ecological evolution. New niche occupants are eliminating old niche incumbents. This is not the future tense, it is the ongoing tense, each of us is in it.

BPO business is constantly changing and upgrading in the “digital world” with the “customer and user” communication and service boundaries, and “Customer Engagement” is no longer the “Contact Center” in the communication age. The competency model for core positions in the customer-centric industry has fundamentally changed. There is a serious talent gap in professional positions, and the human resource system and core business processes need to be reshaped urgently. “The call center is dead!” is a corollary whether you accept it or not.

It is difficult to find the answer to “Nirvana rebirth” only by a single enterprise. As a promoter of the BPO industry, Client World will work with industry partners to promote digital transformation and find the beginning of a virtuous circle in the industry. New opportunities require new cognition, concepts and ideas.

The conference invited Mr. Ni Chunyang, Chairman of the Digital Economy Professional Committee of China Information Association and President of China Call Center and E-Commerce Development Research Institute, to make an opening speech:

Ms. Ge Mei, executive member of the CC-CMM standard organization, served as the host of the meeting:

The meeting invited the following well-known experts in the industry to give speeches on their respective topics:

【Speech Topic:】BPO Digital Operation

Sun Yuan: Rotating Chairman of the CCO100 Chief Customer Officer Committee of 100, founder of the knowledge sharing self-media brand “Yuanxinshuo”

【Speech Topic:】Thinking and Exploration of Digital Human Resource Management in BPO Enterprises

Sun Wenling: Executive General Manager of Wansheng Group

【Speech Topic:】Build Ecosystem Together and Win the Future (CC-CMM-EPM 2022 New Edition Thought Sharing)

Huang Jinhong: CC-CMM standard organization EPM chief consultant

【Speech topic:】BPO service enters the digital world with correct posture

Wang Yidong: Expert of digital native listed companies, senior consultant of SIMO Standard Organization, independent consultant and professional lecturer.

[Speech Topic:] 5G kinetic energy cloud customer service, digital intelligence leading innovation value

Wu Ruihua: Director and Technical Expert of Cloud Customer Service Department of China Mobile Online Service Co., Ltd.

【Speech Topic:】Experience orchestration on the cloud to accelerate digital transformation

Luo Lijuan: Chief Consultant of Genesys Asia Pacific

【Speech topic:】Customer service innovation practice in the era of digital intelligence

Lu Yuanjie: Vice President of Dalian Jinhui Financial Intelligence Technology Co., Ltd.

[Speech Topic:] “Digital Intelligence” Drives New Momentum of Human Resources

Wang Ning Nora: Vice President of Yongsheng Human Resources Group

[Speech Topic:] Digital and Intelligent Transformation of Customer Service Center in the Post-epidemic Era

Li Mengying: Director of Data Improvement Department of Tongcheng Travel

【Speech topic:】Overview of domestic/international standard system related to call center operation

Zhang Xinnan: Senior Consultant of CC-CMM Standards Organization