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Customer Experience has become a critical differentiator in an increasingly competitive and dynamic environment. Organizations that know the most about their customers and create tailored solutions, have been seen to achieve the greatest success. With the exponentially increasing number of customer reviews and feedback channels about a customer's experience with a product, service, agent or brand, sentiment analysis has become essential. Through significant advancements in artificial intelligence, and in particular, sentiment analysis, organizations are discovering that they can dramatically improve their understanding of customers' perception online and offline, and in turn, use those findings to identify unmet customer needs and determine new opportunities for improving their business.

Join this action-packed event, where speakers will talk about the basics of sentiment analysis and how it applies to customer experience, as well as showcase some real-life examples and demos of this technology.

• What is sentiment analysis?
• Sentiment analysis to improve customer experience
• How to implement sentiment analysis solutions

To prevent the spread of Covid-19, food and beverages will not be provided during the event and Chamber staff will be conducting temperature checks at the premises. We also kindly ask that all event participants wear a mask when attending the event.

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.

Speaker(s) Jeremy Fetiveau, Managing Director, Sia Partners Hong Kong
Jeremy is a Managing Director at Sia Partners Hong Kong, in charge of the Marketing & Customer Experience practice for the region. He has been helping his clients accelerate their digital and data transformation for the past 12+ years across Asia, Europe and MENA. Bringing a rich cross-industry experience, from financial services and luxury & retail to TMT, his main areas of focus currently are digital product launch, marketing positioning and data science & analytics.

Laura Hoyos Salazar, Manager, Sia Partners Hong Kong
Laura is a Manager in the Digital Assets practice at Sia Partners Hong Kong. She has an extensive track-record in cross-functional transformation projects in the financial services sector across the US and Asia. Most recently, she has successfully assisted clients in their marketing positioning and customer experience transformations, from the design of best-in-class customer journeys to the buildout of customer-centric cultures, among others. Laura is a people-oriented consultant focused on driving effective change and delivering tangible results.

Sunny Wong, Co-founder, Set Sail Software
Sunny is a co-founder of Set Sail Software (, an artificial intelligence platform created by his IT services firm. The AI platform allows corporate to easily deploy intelligent agents in automating and enhancing a wide range of business processes. Built on machine learning and cognitive technologies, the agents can offer a humanizing experience for customers and can understand local languages like Cantonese and Chinese. Sunny is passionate in bridging the human-computer interaction, making AI capable of carrying out important tasks for humans. Prior to founding Set Sail Software, Sunny has spent more than five years working for an European macro hedge fund responsible for the portfolio management and trading system automation. Previously, Sunny has worked in Technology roles in J.P. Morgan and Hong Kong Securities and Futures Commission. Sunny graduated from the Dual Degree Program in Computer Engineering and Business Administration with honors from Hong Kong University of Science and Technology.
Language English
Date and Time 2020/11/18 09:30 to 11:00
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Cathy Chan
Tel: 28231282
Fee Members @ HK$380
+$50 for booking offline
Members Only
This event accepts Chamber Coupon (terms and conditions)
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.