On March 26, 2020, customer world news: Today, the customer world 2020 cloud forum was successfully held on the 263 live broadcast platform. This event was co-hosted by Customer World Organization and CCO100 Chief Customer Officer Hundred People Association, co-organized by CC-CMM International Standards Organization, China Call Center and E-Commerce Development Research Institute, and AVAYA (China) Company and 263 Network Communications provided conference support. The meeting was held in the form of 12-hour ultra-long continuous live broadcast. A total of 24 industry heavyweight guests were invited to participate, and it was divided into four thematic sessions to organize sharing and discussion. A total of more than 60,000 industry colleagues participated in all aspects of the conference on the cloud, and the conference was a complete success!

A pneumonia epidemic caused by a new type of coronavirus has affected the heartstrings of the whole country. The sudden outbreak caught everyone by surprise. All kinds of traffic stoppages, many cities are “closed”, the epidemic data is rising, various social and economic activities are stagnant and redirected; sudden changes in customer demand are coming… Many cities and regions where the epidemic broke out and spread are also areas where customer-centric enterprises are relatively concentrated. Like many other fields in the country, the customer center industry is also facing unprecedented pressure and challenges, and is facing many new issues to be solved.

As witnesses and participants of this major event that can be engraved in history, all enterprises, experts and industry authorities in the customer center have their own thinking and insights, and have innovated many production processes and service elements in a short period of time, highlighting the uniqueness social value and industry value.

In a special historical period, the client world organization initiated and organized the industry’s first cloud forum. Discuss the passages of the development chapter of the customer center industry in this unique historical period, including major support and guarantee achievements, effective change management cases, warm and touching records, and inspiration for future innovation and development, etc. To provide a voice platform for people in the industry, to record and display the action trajectory in the fight against the epidemic, to reflect the ability to respond to emergencies, to test disaster recovery investment and operational changes, and to show the cognitive insights and perceptions of industry people in times of crisis. The original intention of the forum. It is hoped that through this ultra-long webcast, it can not only demonstrate the ability and courage of customer center practitioners to fight against crises and overcome difficulties together, but also bring more thinking and inspiration for the further development of the industry in the future.

The theme arrangement and guests of this forum:

Theme of the first session: Macro Impact – Customer Service in Special Social Times

Yuan Daowei: Chief Consulting Officer of AsiaInfo, Editor-in-Chief of “Customer World”, Chief Customer Officer, Chairman of the Committee of 100

Speech Topic: The history that has just happened and the upcoming changes in the service industry

Zhou Weiqiang: General Manager of China Mobile Online Guangdong Branch

Speech Topic: The Visible Future – 5G Visual Customer Service Interaction

Zhao Rongqiang: Executive General Manager of China Post Information Industry Co., Ltd.

Speech topic: The epidemic is raging, and the service is not interrupted online

Gao Lu: Vice President of CITIC Guoan-Honglian Ninety-Five Group

Speech topic: Listen to the wind, think about the situation, and re-verify the actual strategy of the Hong style

Wang Debao: Executive Director/Senior Vice President of Taiying Technology Group

Speech topic: capital plus technology, help platform upgrade

Fu Lili: President of Avaya Greater China

Speech topic: How to realize the survival and growth of enterprises in the environment of global economic shocks

Theme of the second session: People and Management – Extraordinary Management in Extraordinary Times

Ge Shunqing: Executive Director of CC-CMM International Standards Organization

Speech Topic: Discussion on the Operation and Management Mode of Home Customer Center

Fang Junxiong: Vice President of CreditEase , EPM Chief Consultant of CC-CMM Standard Organization

Speech Topic: Breaking Boundaries, Innovating Operations: The New Direction of Sales Service Integrated Operation Management Model

Ren Haibo: General Manager of Lenovo Consumer Online Services

Speech Topic: Sharing of Smart-Benefit Crowdsourcing Employment Models

Zhang Yan: Vice President of Mia Service Marketing, Senior Consultant of New Retail Digital Transformation

Speech Topic: Service Strategy and Service Management System Reconstruction in the Post-epidemic Era

Qiao Sulin: Founder & CEO of Beijing Huayun Tianxia Technology Co., Ltd.

Speech topic: VSBOT helps customer service centers realize digital management

Huang Jinhong: Vice President of Waterdrop Services

Speech Topic: Love and Hate in Home Customer Service Management

Theme of the third session: technology and process – technical development direction and thinking of customer service industry after the epidemic

Li Nong: Vice President and Chief Technology Officer of Avaya Greater China

Speech topic: Using technology to promote the survival and development of enterprises

Shi Yun: Vice President of R&D of Keshi Group, Executive Director and R&D Director of CC-CMM Standard Organization

Speech Topic: Discussion on the Management System and Standard Specification Construction of Artificial Intelligence in the Customer Service Domain

Yan Zhijie: Director of the Speech Laboratory of Alibaba-Dharma Institute, Doctor of University of Science and Technology of China, Senior Member of IEEE.

Speech Topic: Reshaping Voice Interaction in the AI ​​Era

Jie Fei: Vice President of HKUST Xunfei, General Manager of Intelligent Service Division

Speech Topic: The Current Situation and Development Trend of Intelligent Customer Service

Jian Renxian: Founder and CEO of Zhujian Intelligent

Speech Topic: Using AI to Fight the Epidemic, Zhujian Helps Customer Service Overcome the Epidemic, Overtaking on a Curve

Chen Wei: Deputy General Manager of Cloud Communication Business Group of China-ASEAN Information Port Co., Ltd.

Speech Topic: On-Demand Combination Innovation

Theme of the Fourth Session: Crisis and Opportunity – The Epidemic Births New Industry Changes

Cao Kai: Vice President of Yongsheng Human Resources Group

Speech topic: Be prepared for danger in times of peace, if you don’t “think” you must be “dangerous”

Liao Daili: President of Shenzhen Call Center Industry Association

Topic of the speech: Epidemic Prevention and Control—Bringing a New Image, New Value, and New Hope for the Call Center Industry

Zhang Hui: Deputy General Manager of Zhejiang Far EasTone Information Technology Co., Ltd.

Speech topic: Distributed Agent Deployment, Comprehensively Improve Customer Center Emergency Response Capabilities

Xiao Dongjun: Vice President of Global E-buy, General Manager of Import Division

Speech topic: Pre-management, five-dimensional collaboration——How Global E-commerce can effectively guarantee service marketing under the epidemic

Dong Liangliang (Lewis): Acting General Manager of NICE Greater China

Speech Topic: One World – How NICE Helps Clients Cope with Overseas Crisis Operations?

Niu Denglin: Director of Customer Department of 263 Live

Speech Topic: Air Classes for Customer Service Personnel Catalyzed by the Epidemic

In today’s forum, Mr. Zhao Xi, the founder of Customer World Agency, delivered a keynote speech entitled “Restarting a Spring”. The Customer World Agency will conduct in-depth editing of the full-process video materials of this cloud forum, and related media content will be classified and published in the April and May 2020 issues of “Customer World” and related networks, so stay tuned.

Message from all the guests of the Customer World 2020 Cloud Forum:

May those of us who face mere inconveniences remember those living in crisis;

May those of us who are less susceptible to infection remember those with weakened immune systems;

May those of us who have the luxury of working from home remember those who had to choose between being free from disease and staying at work:

May those of us who had to cancel our own travel arrangements remember those who could not find a safe place to stay;

May those of us who have the flexibility to choose to care for our children at home despite their children’s suspension, remember those who had no choice;

May those of us whose savings have been lost in the financial market crash remember those who have none at all;

May those of us who are quarantined at home remember those who are homeless;

When terror covers our land, let us choose to love.

May we find ways to spread love, to spread our loving voices in physical and digital spaces.