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Does practice make perfect? Hm… Practicing the wrong thing will never make us perfect. That's why we need deep analysis to help us distinguish right from wrong.

It is a known fact that over-delivering on Customer Experience (CX) has a positive impact on profitability. The question is how to do it? One thing is sure, we do not want to do it wrong. With Customer Journey Analytics (CJA), we can now look at the performance of each touchpoint along the end-to-end customer journey and take necessary actions to design the best-in-class CX and maximize Return on Experience (ROX). In the absence of CJA, we won't be able to capture all the upside potential.

Outline:
- Relationship between Customer Journey and Customer Experience
- What is Customer Journey Analytics
- Essential Customer Journey KPIs
- How to improve ROX based on CJA?
- Case studies & Group discussions

Who Should Attend:
• Management/ entrepreneurs who formulate and manage business strategy
• Marketers involved in brand management, digital marketing, marketing communications, product/service innovation

DISCLAIMER
Speakers' presentations at this event are intended for educational purposes only and do not replace independent professional judgment. Statements of fact and opinions expressed during this event are those of the speakers and participants and, unless expressly stated to the contrary, are not the opinion or position of the Hong Kong General Chamber of Commerce, its members, or its committees. The Chamber does not endorse or approve, and assumes no responsibility for, the content, accuracy or completeness of the information presented. Attendees should note that, with the approval of speakers, this event may be recorded, and possibly published on the Chamber's website in audio and/or video formats without further notice.

Recording, duplication or distribution of the contents of the online event is prohibited without prior written permission from the Chamber.

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Speaker(s)

Daryl Choy, Author, Experience Wave

Since 1995, Daryl has accomplished various significant Marketing projects including transformation of a delivery truck into the first mobile event vehicle in China (1999), transforming a drinking water brand to become a market leader in Hong Kong (2005), supporting one of the world’s largest garment manufacturers to win its first Gold Medal in the Hong Kong Management Association’s (HKMA’s) Award for Excellence in Training and Development (2014), setting up China’s first crowdfunding project via WeChat for an iBeacon-based booth at the Lunar New Year Fair (2016), publishing the first book on experience design in China (2018), promoting green finance with experiential marketing (2019), designing the first citywide OMO campaign within the financial industry (2019), supporting an Asia’s leading professional services firm as the first in the industry to win the Excellence Award in HKMA Quality Award (2021), and creating the first NFT art for a local professional services provider (2022).

Daryl is an experience designer who advocates “customer first, employee always, brand forever”. He is also the author of “Experience Wave”, a founding circle member of the World Experience Organization (WXO), a Brand Building and Marketing Committee Member of the China Association of National Advertisers, an Expert Committee Member of the Shenzhen User Experience Association, a member of the HKMA Quality Award Board of Examiners, an Executive Committee Member of the HKMA Digital Marketing Community, and a member of Hong Kong Designers Association.

Language

Cantonese

Date and Time

2023/04/13 14:30 to 17:30

Venue

Chamber Theatre, 22/F United Centre

Media

Closed to media

Enquiries

Cathy Chan
Tel: 2823 1282
Email: cathy@chamber.org.hk

Fee

Members @ HK$850 / Non-Members @ HK$1,050
+$50 for booking offline
Members enjoy 30% discount with BOC HKGCC VISA Card

Notes

- Bookings are only confirmed upon receipt of payment, on a first come first served basis.
- Booking transfer is allowed for corporate members with advanced notice, walk-ins are normally not accepted.
- The Chamber reserves the right to decline any booking or cancel the event. In such case, a full refund of the participation fee will be issued.
- No refund will be made for last minute cancellations or no-shows. If the booking is cancelled at least 7 days before the event, and in such cases the refund will be subjected to a 10% administration fee, or HK$100 deduction, whichever is higher.
- Members paying with their BOC HKGCC Visa Card will enjoy a 30% discount on their reservation. The discount is only applicable to the card holder, and does not extend to their guests. The discount cannot be used in conjunction with Chamber Coupons.
- A $50 handling fee per person will be charged for all offline bookings (e.g. fax, e-mail, post) for all Chamber events. Go online today by downloading our app or registering on the HKGCC website to save the environment and money.
- Priority is given to corporate members. The decision to accept or decline any booking shall be at sole discretion of the Chamber.
- Participants agree to indemnify the Chamber and the hosting party all liabilities for property damage, physical injury or death in relation to this event. Participants are advised to take their own insurance against all risks.

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