2017 Customer World Annual Conference

The 2nd China Customer Care & Service Professionals Day
2017 Customer World Annual Conference
The 13th “Golden Headset”Ceremy
(Best Customer Center and Service Professional Award)
Beijing – October 17 to 18

Keynote Speeches ● Awards Dinner● Roundtable Discussion● Training ● Exhibition

Organizer: CCM World Group
Co-organizer: CC-CMM International Standard Organization

Supporting Organizations:
China Call Center and E-commerce Development Research Institute
Contact Center World
Asia Pacific Contact Center Association Leaders （APCCAL）

Academic Support:
GCC (Global Call Center Research Network)
CFI Group
Customer Service Audit

About Customer World:

The Customer World Annual Conference is an annual event in the customer center related field organized by CCM World Group since 2005. It is usually held in Beijing in the third week of October each year.

The annual conferences between 2005 and 2007 were also called China Best Call Center Awards & Summit. In 2008, it was called APCCAL Contact Center Expo. Since 2016, in response to the call of our colleagues in the industry, the annual Customer Care & Service Professionals Day is scheduled to be held on Tuesday in the third week of October each year.

As an annual industry conference with the longest history, highest standard and the largest scale in China’s customer center field, its activities has included: theme forum /seminar, “Golden Headset” Award Ceremony, pre- conference / post conference training, affiliated promotion meeting/ salon / dinners and special industry-specific training. Since 2008, the number of charged audience has exceeded 1,000.

About “Golden Headset”:

The predecessor of Golden Headset Best Customer Center Selection and Award is the China Best Call Center Annual Selection which was initiated by CCM World Group in collaboration with CNCCA in 2005. Since then, the activity, known for its academic rigor and practical spirit, has gradually developed into a flag in the development of China’s customer center industry.

The selection is organized by CCM World Group, with official instructions from China Call Center and E-commerce Development Research Institute, and China Call Center Industry Development Management Standards Committee. It is based on the CC-CMM international standards evaluation system and adopts Customer Service Audit as a testing tool and the Contact Center Satisfaction Index to analyze indicators.

The annual Golden Headset Award Ceremony is a top level event in customer center industry. Each year, the final selection took place in the form of live competition through a customer center management case sharing discussion which has become the most exciting moment in the industry.

Official website: http://www.jinermai.cn/

China Customer Care & Service Professionals Day:

With the “Telecom 97 project” as the starting point, the customer center industry in China has developed for a total of two decades. In recent years, in particular, it has undergone rapid development. With the proposal and extensive advice from industry experts, CCM World Group proposed to host the China Customer Care & Service Professionals Day on Tuesday in the third week of October each year, in order to further consolidate the power of the industry, promote the overall customer service awareness and upgrade the customer management capacity of the whole society to usher the future progress of China’s services.

Conference cooperation:

Diamond sponsor:

2017 “Golden Headset” Best Customer Center Selection and Award Ceremony – exclusive naming rights of the awards dinner (confirmed)

2017“Golden Headset” Best Customer Center Selection – exclusive naming rights of the final selection of the year (optional)

Platinum sponsor:

1 Speech at the sub-forum of 2017 Customer World Annual Conference

1 special booth at 2017 Customer World Annual Conference

Awards at 2017 Gold Headset China Best Customer Center Selection

Conference background board, company logo presented on acknowledgments ads and promotional media

1 page of colored ads published in the Conference Journal and full color ads in 11 issues of Customer World Magazine.

Homepage ads in the website of Customer Word and the column of “2017 Customer World Annual Conference”

1 roll up banner at the venue

Assistance in distributing company profiles, gifts and publicity materials

An interview from the designated media of the conference

Gold Sponsor:

1 standard booth at 2017 Customer World Annual Conference

Awards at 2017 Gold Headset China Best Customer Center Selection

Conference background board, company logo presented on acknowledgments ads and promotional media

1 page of colored ads published in the Conference Journal and full color ads in 6 issues of Customer World Magazine.

1 roll up banner at the venue

Assistance in distributing company profiles, gifts and publicity materials

An interview from the designated media of the conference

Silver sponsor:

1 standard booth at 2017 Customer World Annual Conference

Conference background board, company logo presented on acknowledgments ads and promotional media

1 page of colored ads and 1 page of full color company profiles (in both Chinese and English) published in the Conference Journal

1 roll up banner at the venue

Assistance in distributing company profiles, gifts and publicity materials

An interview from the designated media of the conference

The Floor Plan of the Exhibition Area of 2017 Customer World Annual Conference

Conference introduction:

Theme of the conference: New Intelligence, New Service, New Experience and New Engagement- Paying Attention to and Innovating Customer Operation in the Brand New Era.

Background Introduction

The interweaving Internet and big data bring new trends. Various changes are profoundly transforming the shape, even the content of customer interaction and service. We have been following the footsteps of the times, standing on the spikes of the waves and embracing changes one after another. With the revolution of customer interaction, the customer center that evolved from call center has been undergoing profound changes as an ever-expanding concept of customer interaction platform. Its operation become increasingly larger in scale, more precise, multi-channel, intelligent and universal. As an integration of voice and non-voice channels as a whole, the artificial and intelligent services are in coordination, and physical and digital channels are integrated. With the approaching of customer philosophy, humanities-centered era, customer center is marching from one side of the enterprise value chain to the center of the value delivery, playing a core role together with the increasingly servitized products in creating customer experiences.

It is noted that the revolution starts from the call center, contact center and then to interaction center. In the new era, the concept of engagement has been introduced into customer interaction.

A single voice service channel evolves into a multi-media composite service, and will eventually develop into a mechanism structure of interactive center that integrates communication, services, marketing, sales and product delivery. As an access platform integration carrier of enterprise digital services and e-commerce information flow, customer center is undergoing profound changes, showing increasingly diverse value. Artificial intelligence has become the theme of technology society and consumer society, and is deeply transforming the medium, efficiency and experience of customer interaction and services.

The theme of the conference is New Intelligence, New Service, New Experience and New Engagement- Promoting and Innovating Customer Operation in the Brand New Era. The following key areas will be focused.

Focuses
 Service transformation and experience upgrading in digital transformation
 Customer interaction, and the management and operation of new ideas, new mentality, new practices
 New definition, new boundaries and new capabilities of customer center
 New digital service platform: various manifestations of technological innovation
 New forms of network: new service applications and forms of internet of everything, new remote seats, virtual centers, etc.
 Service applications of mobile terminal: a variety of services APP, embedded parts and WebRTC
 Intelligent voice, intelligent self-service terminals, intelligent analysis system
 New exploration of big data areas: customer data, environmental data, management and application of derivative data

Conference Agenda：

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