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In today’s competitive market, customer experience (CX) leadership requires more than theory — it demands action, insight, and adaptability. This seminar uses a Customer Experience (CX) Simulator to immerse participants in realistic business scenarios, allowing them to apply CX strategies, make leadership decisions, and experience the outcomes in a dynamic, risk-free environment.

Through this interactive learning experience, participants will “run” a company, manage customer expectations, collaborate with peers, and respond to shifting market conditions — all while strengthening their leadership skills. The simulation provides a safe space to experiment with customer-centric strategies, learn from outcomes, and refine approaches in real time.

Participants will also learn to apply key CX tools such as Customer Personas and Journey Mapping, analyze customer behavior, spot trends, and ideate solutions that improve the customer journey. The goal is to build practical, leadership-ready skills that translate directly to their roles.

Outline:
- How the CX Simulator enhances leadership development and team learning
- Why CX is a critical driver of business success and sustainable growth
- The core values that support an effective, customer-first culture
- How to practice decision-making and CX strategy in simulated, high-stakes environments
- Real case studies that show measurable impact through CX leadership

Learning Outcomes:
- Understand essential customer experience (CX) concepts and their business impact
- Identify how CX values influence strategic direction and organizational culture
- Analyze decision-making and leadership dynamics in CX scenarios
- Explore different market positions and how to lead effectively in each context
- Apply real-world insights to shape your CX leadership journey

Who Should Attend:
This seminar is ideal for:
- CX professionals and leaders
- Customer success and service managers
- Product and marketing managers
- Anyone seeking to elevate their customer-centric leadership capabilities

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)

Max Lee, Director, Idea Fanatics

Max Lee is one of the few people with senior-level expertise in research, media, and consulting. He has a proven track record of creatively solving commercial business issues for global organizations. He now offers agile consulting and service innovation solutions to corporations that want to make an impact. He created and patented methodologies and tools such as Experience Archetypes® and Idea Hunter® - a digital platform for creative idea brainstorming to assist organizations in promoting innovation in their services. Max was honored with a Gold Award from the Asia International Innovative Invention Award for his commitment to service industry innovation.

Max spent the previous 20 years in regional roles, working in agencies (SGS, Kantar Added Value, OMD/Omnicom, Synovate/Ipsos) to help global brands develop and evaluate their services in order to improve customer experience. He has given speeches about developing and implementing customer-centric concepts in Hong Kong and China.
Language Cantonese
Date and Time 2025/07/17 10:00 to 12:30
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Wabi Law
Tel: 28231293
Email: wlaw@chamber.org.hk
Fee Members @ HK$420 / Non-Members @ HK$580
+$50 for booking offline
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.

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