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12:00-1:45pm. Join us for this interactive presentation as pioneer in customer experience management, David Jacques, provides a definitive view on what total customer experience management means and what companies need to do to achieve it. Supported by data on customer behavior specific to Hong Kong, Mr.
Jacques will present a framework for sustainably managing the customer experience across the organization at every channel to create loyal, returning customers and increase profit.
Hosted by the Communications & Marketing Committee
Presentation content covered: 
- Statistics on Hong Kong customer behavior, what customers value and how customer experience affects revenue
- Why Hong Kong companies must shift focus from customer acquisition to customer retention
- Why even in a high smartphone penetration market like Hong Kong companies don't need a digital strategy, but a customer experience one
- How to understand the total customer journey in order to plan and prioritize improvement initiatives
- What is Voice of the Customer and the 4 ways to close the loop on customer insights and save millions in service costs and lost revenue
- How to engage and empower employees in delivering the customer experience
- Beyond measuring: the many ways to design the customer experience
- Company culture: defining and aligning to values
First 15-20 minutes is for networking
Sandwiches and beverages included


The American Chamber of Commerce in HK
1904 Bank of America Tower
12 Harcourt Road

Central, Hong Kong

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