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Great customer experiences involve elegant orchestration of all the moments customers engage with your company, whether they are visiting a physical store, attending an event, calling service hotline, or receiving an SMS alert. In this workshop, you will get acquainted with tools that will help you see your customer's entire journey with your services clearly, identify ways to make it more seamless and delightful, and unite your organization in delivering this vision.

Workshop outline:
1. Understanding of the Customer Experience
- Principles of customer experience
- Role of customer experience
- Experience design framework

2. How to Design Customer Experience in E-commerce
- Importance of your customer with "Customer First" mindset
- Technique and the application of mapping customer journey
- Understanding the different touchpoints in the customer journey

3. Innovation to Improve Customer Experience
- Jobs-to-be-done framework
- Outcome-driven innovation
- Case studies & best practices

Coronavirus Containment Measure:
- Please be considerate to others and wear a mask while in the Chamber to minimize the risk of spreading the coronavirus.
- To minimise the risk of spreading the coronavirus, if you or a family member has been overseas within 14 days of this event, then we kindly request that you do not attend.

Speaker(s) P.W. Choy
Founder of Global Service Design Network Hong Kong Chapter

P.W. Choy is the Founder of Global Service Design Network Hong Kong Chapter, focusing on Experience Design with 20 years of marketing and management experience. He holds a Master's degree in Marketing from The Chinese University of Hong Kong and a Bachelor of Arts with Honours in Economics from The University of Western Ontario, Canada and Certification of Gamification from The University of Pennsylvania. His core competences are Corporate strategy, Customer experience, and Employee development.
Language Cantonese
Date and Time 2020/06/24 14:30 to 17:15
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Kelly Leung
Tel: 2823 1239
Email: kelly@chamber.org.hk
Fee Members @ HK$800 / Non-Members @ HK$1,000
+$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.