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In the fast-paced digital world, enhancing customer experience is vital for success. This workshop will explore how artificial intelligence transforms customer interactions by enabling personalized engagement and insightful decision-making. Participants will learn to design data-driven customer personas, map the customer journey, and leverage competitive intelligence to stay ahead. Join us to learn the foundation of customer experience and explore how AI can enhance it across the customer journey.

Content:
1. AI Landscape & CX Foundation
• Brief overview of AI’s growing role in business and customer experience.
• Self-evaluation on current AI readiness and comfort level.
• Learn basic prompting techniques and understand Sam Altman’s 5 Levels of AI to frame how AI can scale and personalize CX.
• Introduction to CX: what it is, why it matters, and how it connects to brand promise.

2. Understanding Customer Needs through JTBD
• Introduction to Jobs To Be Done (JTBD) as a foundation for customer insight.
• How JTBD helps businesses identify real customer motivations and unmet needs.
• Aligning JTBD thinking with customer experience strategy.
• Use AI to uncover patterns in customer behavior and feedback to define jobs more accurately.

3. Mapping and Optimizing the Customer Journey
• Break down the end-to-end customer journey: awareness, consideration, purchase, and post-purchase.
• Identify key touchpoints and moments that influence customer perception.
• Spot pain points and sweet spots that impact satisfaction and loyalty.
• Use AI to help map the customer journey and identify key touchpoints more efficiently.

4. Driving CX Innovation with AI
• Why CX must evolve with changing expectations and market dynamics.
• Explore approaches to continuously improve CX based on customer insights.
• Discuss how CX innovation builds loyalty, differentiation, and long-term growth.
• Apply AI to spark new CX ideas by analyzing market trends, customer pain points, and unmet needs.

Learning Outcomes
By the end of this workshop, participants will:
• Understand how to build customer-centric experiences starting from foundational CX principles.
• Learn how AI enhances customer insight, journey design, and continuous improvement.
• Identify opportunities to integrate AI into their CX strategy without advanced tech knowledge.
• Walk away with practical ways to use AI for CX mapping, JTBD, innovation, and feedback analysis.

Target Audience:
CX professionals, business owners, team leaders, marketers

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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

Daryl Choy is a seasoned business and marketing professional with over 20 years of experience in experience design. He has authored 'Experience Wave’ and made significant contributions to the field. Daryl is certified in the Kirkpatrick training model and is proficient in delivering impactful and dynamic workshops in leadership, sales, marketing, customer service, and productivity, consistently achieving tangible results. He also has extensive expertise in AI, having tested over 100 applications and co-authored an Amazon Kindle book in collaboration with ChatGPT.

Language

Cantonese

Date and Time

2025/06/24 14:30 to 17:30

Venue

Chamber Theatre, 22/F United Centre

Media

Closed to media

Enquiries

Cathy Chan
Tel: 28231282
Email: cathy@chamber.org.hk

Fee

Members @ HK$900 / Non-Members @ HK$1,100
+$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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