Hotline

0904 92 22 11

Event date

09/12/2023

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VIDEO

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INTRODUCTION

GLOBAL CX SUMMIT “CUSTOMER EXPERIENCE TRENDS AND STRATEGIES 2024”

In an era of economic challenges and limited marketing budgets, customer experience (CX) is the most important factor to gain an advantage over competitors. According to Salesforce, State of the Connected Customer, the numbers below demonstrate why:

customers agree that the experience is as important as the company’s product or service

customers believe that excellent customer service develops trust

customers believe that communicating genuinely and transparently is more important now than it was before the pandemic

customers have stopped purchasing from a company whose values do not align with theirs

Customer experience has been shown to be the primary driver of business model evolution. Today, CX is regarded by business leaders as a critical strategic initiative that delights customers, drives loyalty, and contributes to increased profits.
For that reason, The Global CX Summit “CUSTOMER EXPERIENCE TRENDS AND STRATEGIES 2024” was coordinated and organized by the FPT School Of Business & Technology, FPT University and the CXM@MSU center, Michigan State University. The Conference will be hosted in Vietnam to share the modern information and methodologies employed by multinational corporations worldwide to improve customer experience and grow their businesses.
The premier conference on customer experience management is Vietnam’s largest annual specialized event. The event attracted a large number of attendees, including the Board of Directors/CEOs/Business Administrators, and it also served as a gathering place for senior national and global experts in customer experience management, service management, and research.
This program will showcase cutting-edge trends that will shape and revolutionize the CX field for years to come. It also provides a platform for participants to engage in open discussions and collaborate on effective solutions for businesses in real-world scenarios.

Achieving a significant boost in revenue and experiencing substantial growth in profits

WITH AN EXCELLENT CUSTOMER EXPERIENCE MANAGEMENT STRATEGY

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Engage in discussions and receive consultations from prominent Experience Management experts in the world & Vietnam

Tom Dewitt, Ph.d

Director of CXM@MSU center, president of “CX of M” Association – Michigan Association of Customer Experience Professionals
Director of the Master of Customer Experience Management training program at Broad College of Business, Michigan State University
His knowledge is accumulated from nearly 20 years of research and teaching in the field of Marketing and Customer Experience.
He has also held many important roles at businesses such as Incofood, Sensei International and founded and ran the consulting company Kumupa’a.

Vivian Phillips Husband, Ph.d

Vice President of Customer Experience for Blue Shield in California
Doctorate in management from Walden University, she is currently teaching the course “Organizational change and development” in the Master of Science in Customer Experience Management (MS-CXM) program at Michigan State University
30 years of taking on important responsibilities in the field of CX at large companies and organizations such as Wells Fargo, Anthem, Pemco…

Mr. Lou Carbone

Founder and CEO of Experience Engineering®, Inc.,
Instructor of the Qualitative Research course in the Master of Science in Customer Experience Management (MS-CXM) program at Michigan State University
Former Vice President in charge of Marketing for National Car Rental company in the USA, he has also pioneered in researching, exploring and developing the field of value creation through experience management at businesses and is often recognized. known as the “Godfather” in the field of Customer Experience Management.

Francis Goh, Ph.d

With over 25 years of experience, Francis is a CCXP certified customer experience professional and a program and portfolio manager (ICP-PPM)
A digital innovation leader at Amazon Web services
CEO and founder of HehSed Consulting
PhD in International Management and is a senior lecturer at the Singapore University of Technology and Design. In addition, he is also serving as an advisor for the MBA program at Nanyang Business School, Singapore

Mr. Hoang Nam Tien

Vice Chairman of the School Council at FPT University
With 30 years working at FPT Corporation, he has experienced and held key leadership positions in 6 different business areas of FPT: Information Technology, Distribution, Real Estate, Software, Telecommunications, Education
Under his leadership and dedication, for 8 consecutive years, FPT Software has become one of the 500 largest software companies in the world. Since March 2020, he has assumed the position of Chairman of the Board of Directors of FPT Telecom and led the business to continuous growth during the crisis.
Favorite business and startup speaker on many television shows and many popular lectures
Mr. Hoang Nam Tien was honored to be on the List of 100 Outstanding Vietnamese Intellectuals on the Economic Front in 2012 and received a certificate of merit from the Ministry of Information and Communications in 2016.

Mr. Nguyen Huy Binh

General Director of SYCA Joint Stock Company (SOI.Pro)
With 20 years of experience in corporate management consulting and customer experience building consulting, he has led SOI.Pro to implement many projects at many large corporations and organizations such as MBBank, Vietcombank, BIDV , Vietinbank, HDbank, TPBank, Hyundai, VNPT, Mobifone, Vinmart+, Viettel, MBAL,…
He is also a member of the Executive Board of the World Secret Business Association Asia-Pacific region MSPA.

Tran Phuong Lan, Ph.d

Vice Chairwoman cum Head of XM Advisory of DXCon
She holds a Certified Customer Experience Professional (CCXP), certified by the Customer Experience Professionals Association (CXPA).
Founding member, former deputy dean of School of Business and Management, VinUni University. Previously, she also held the position of Director of the FSB Institute of Management and Technology, FPT University
She received an MBA from Boise State University (USA) in 1998 and a PhD from National Economics University in 2008.

Mr. To Manh Tuan

Managing Director of DXCON
Former Deputy General Director of OPS Group, operating in the fields of telecommunications and banking
Previously, at FPT Corporation, he had 6 years of experience leading the branch of FPT Information System Company in Bangladesh. His capabilities and experience have also been accumulated through his time serving as after-sales service director and project director at other units of FPT Corporation.
He received a master’s degree in business administration MBA from FPT University in 2010

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7 BENEFITS OF PARTICIPATION

Participants will have a solid understand on the following topics:

The reason why customer experience has become a key factor in developing business strategies at the world’s leading companies

Development, innovation, and updates on global standards in the field of CX

Methods to organize the business model focuses on customer experience, the driving force is employee experience

Use the results of customer experience data analysis to improve the business model

Case studies, practical perspectives from Big Corporations to SMEs on both successful and failed implementations

Q&A and exchanges with leading experts in a variety of fields: health, education, telecommunications, banking, retail…

Practical solutions appropriate for the Vietnamese business environment

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EVENT INFORMATION

Time: 9 December 2023
Duration: Full day from 8.00am to 5.30pm
Location: FPT Tower, No. 10 Pham Van Bach, Dich Vong, Cau Giay, Hanoi
Speakers: 14+ speakers are leading national and global CX managers & experts
Guests: Administrators, Board of Directors, C-level, and Business Managers; Leading national and global senior experts in customer experience management and customer service; Training and strategic consulting field