2024 Customer World Annual Conference & The 20th “Golden Headset Cup” Digital Services and Operations Benchmark Award Ceremony

2024 Customer World Annual Conference

& The 20th “Golden Headset Cup” Digital Services and Operations Benchmark Award Ceremony

Keynotes• Exhibitions • Forums • Gala

Date: October 15-16, 2024
Location: Hilton Beijing Tongzhou (Building 2, Courtyard 289, Xinhua East Street, Tongzhou District, Beijing)

Organizers: Customer Care and Management World (CCMW) Organization
Co-organizers: CC-CMM/DO-CMM Standards Organization

Supporting Organizations:

• Digital Economy Association of China (DEAC)
• China Institute of Call-Center and E-Commerce Development (CICED)
• Digital Economy and Industry Research Institute (DEIRI)
• Contact Center World
• CCO 100 Chief Customer Officers Club

Academic Support:

• GCC (Global Call Center Research Network)
• CFI Group
• Customer Service Audit

Theme of Conference: Modern Services: Shaping a Majestic Blueprint of the Digital Economy

Conference Schedule:

• October 15:
  • Morning: Keynote Forum – ” Modern Services: Shaping a Majestic Blueprint of the Digital Economy “
  • Afternoon: Case Sharing – “Golden Headset Cup” Annual Finals
  • Evening: “Golden Headset Cup” Digital Services and Operations Benchmark Award Ceremony
• October 16:
  • All Day: 2024 (The 1st) Digital Silk Road Forum

Conference Background:
With the widespread integration of new-generation information technologies such as mobile internet, IoT, cloud computing, and big data in various sectors of the economy and society, the internal and external environment and technological conditions for the development of the service industry have undergone significant changes. China aims to accelerate the development of modern services, particularly emphasizing the key role of the digital economy in building a new system of high-quality and efficient services. The modern service industry ecosystem cannot do without the strong support of digital technology and the digital economy. Therefore, fully leveraging the digital economy to build a new system of high-quality and efficient services and transitioning from call centers to digital operations is essential.

China’s service industry and customer management operations have made significant progress and achievements in the direction of digitalization and intelligence. Based on various terminals and platforms, self-service and automated services have become increasingly common, continually diversifying service forms and enhancing service efficiency. In the future, supported by digital technology and AI-generated content, customer content presentation can be more colorful, customer service processes can be better integrated, and customer perceptions and experiences can be more accurately measured.

At the same time, poor service management capabilities, reduced investment in services, and wavering service experience management strategies are also common among some enterprises. Balancing investments in intelligent technology with employee capability enhancement, choosing between reshaping existing businesses and expanding new business models, and preparing for digital disruption and designing innovative paths are common challenges faced by service managers.

The Customer World Annual Conference held in Beijing every autumn remains the top national event within the industry. We continue to invite CCOs, CMOs, CEOs (Chief Experience Officers), CDOs (Chief Data Officers), and experience business group managers, practitioners, and ecosystem value chain professionals from customer centers, call centers, marketing operations centers, and customer engagement technology companies, to gather and exchange ideas. The conference content ranges from new insights into society and the market, new management concepts, new operational experiences, new commercial technologies, new training topics; to industry report releases, best practice awards, vendor product exhibitions, advancing the transformation from call centers to digital operations in step with the time, and collectively painting a grand blueprint of modern services for the digital economy!

Key Focus Areas:

• Assessing certainties and uncertainties in the service industry under the new economic environment
• Further development trends of the service industry in the digital economy
• Digital civilization and innovation in service and service management
• The significance of new concepts such as data elements and the data industry
• Integration of digital operations with customer service and management
• The impact of digital technologies on service industries and forms
• The significance and application of AIGC in the service sector
• Theoretical and practical innovation in customer experience management and user experience design
• Theoretical development and application analysis of service management
• The digital implications and relationship of customer contact and engagement in digital operations
• Development and innovation of the customer center management system and management elements
• Options for cloudification, intelligentization, and datafication of the customer center.

About the Customer World Annual Conference:

The “Customer World Annual Conference” is an annual membership conference in the field of customer management, hosted by the CCM World Group since 2005. Traditionally held in the third week of October in Beijing, the 20th “Customer World Annual Conference” coincides with a critical juncture in the industry’s transformation and development, with a focus on: “Building Customer Service Elements and Expanding Business Capabilities in the New Economic Environment.” From 2005 to 2007, the conference was also known as the “China Call Center Summit”; the 2008 conference was called the “Asia-Pacific Call Center Conference.” Since 2016, responding to the call from industry colleagues, we have decided to hold the annual “China Customer Management Festival” during the third week of October. As the longest-running, highest-standard, and largest annual industry conference in China’s customer center field, past events have included: main/special topic forums, the “Golden Headset Cup” award ceremony, pre/post-conference training, auxiliary promotional meetings/salons/dinners, and special industry-specific training sessions. Since 2008, each conference has consistently attracted over a thousand paying attendees.

About the Golden Headset Cup Award:

The “Golden Headset Cup Award” Digital Services and Operations Benchmarking event originated from the “China Best Call Center” annual award, established in 2005 by the CCM World Group in conjunction with the China Call Center Association (CNCCA). From its inception, it has gradually evolved into a benchmark for the evolution of Chinese customer center enterprises and a weathervane for industry development, due to its scholarly nature and practical spirit. The event is hosted by the CCM World Group, with official guidance provided by the Digital Economy Committee of the China Information Association and the China Institute of Call-Center and E-commerce Development. The evaluation is based on the CC-CMM international standard evaluation system and uses the CustomerServiceAudit assessment tool and CCSI (Contact Center Satisfaction Index) for performance analysis. The annual “Golden Headset Cup” award ceremony is the highest accolade in the customer center industry of China! The most exciting moment in the industry has become the annual “Customer Center Management Case Sharing Meeting” (the “Golden Headset Cup” finals), where participants compete for the grand prize. The “China Customer Service Museum,” officially completed in 2024, will also serve as a new venue to promote societal service transformations.

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

Organizations:

CCM World Group was established in 2002 as an integrated industrial development group that combines production, education, and research. We are devoted to the call center industry development, focus on customer management research, and promote the practice of service science innovation. Through media publishing, certification evaluation, industry research, management consulting, exhibition services, industrial investment, education and training, human resources, and other comprehensive, multi-dimensional, and highly integrated industrial chain base operations, we provide support services for the development of related industries.

CC-CMM/DO-CMM Standards Organization was established in 2007, initiated by the CCM World Group, in cooperation with representative call center operations organizations, professional call center hosting parks, relevant universities and academic research institutions, globally influential call center associations, and authoritative industry experts. Standing at the forefront of industry development, we jointly research and create a comprehensive set of operational standard systems. These global standards and guidelines are designed for self-assessment, industry certification, benchmarking, cross-national business, and industry exchanges for existing customer interaction channels and new service operation entities. To date, the CC-CMM international standard system has benchmarked over 360 industry-leading customers across industries such as automotive, finance, civil aviation, telecommunications, logistics, FMCG, utilities, government hotlines, healthcare, and the internet.

The China Information Association was established in April 1989, under the administrative supervision of the Ministry of Civil Affairs and the National Development and Reform Commission; its business operations are guided by the Ministry of Industry and Information Technology, with the National Information Center providing organizational support. Its Digital Economy Committee conducts macroeconomic analyses, tracks research and early warnings on the development of the digital economy from an industry development perspective, and effectively promotes innovation and entrepreneurial activities in the digital economy sector. The committee’s mission is to deeply implement the important directives of the CPC Central Committee and the State Council on the digital economy, aiming to build a national-level industry self-regulating organization that promotes the standardized development of the digital economy. Through statistical monitoring, policy suggestion, evaluation surveys, resource integration, industry development, international exchanges, and promotional activities, it provides strong support for the formulation of macroeconomic policies in the digital economy field, serves the high-quality development and transformation upgrade of our country, and enables various market entities to more effectively participate in and fully enjoy the benefits of the digital economy development.

The China Institute of Call-Center and E-commerce Development (CICED) was jointly established in April 2014 by the National Information Center and the Beijing New Guoxin Call Center and E-commerce Research Institute as an open research platform. The institute aims to promote the scientific development of the domestic call center and e-commerce industries by drafting strategic plans, suggesting policies, facilitating project connections, initiating industry funds, promoting international exchanges, and strengthening capability building. It proposes planning and policy ideas aimed at promoting optimized industry development, guiding the optimization and graded transfer of industry structures nationwide, and comprehensively enhancing the innovation, management, and competitive capabilities of industry participants.

The Digital Economy Industry Research Institute (DEIRI), jointly established by the Digital Economy Committee of the China Information Association and the People’s Government of Donggang District, Rizhao City, conducts in-depth research on major strategic issues in China’s digital economy field and common issues faced by various regions and sectors in advancing the development of the digital economy industry. Its main responsibilities include researching the current situation, trends, and directions of the digital economy; formulating development strategies and policy suggestions for the digital economy; promoting industrial transformation and upgrading, fostering deep integration of the digital economy with the real economy; conducting international exchanges and cooperation in the digital economy, enhancing China’s discourse power and influence in the global digital economy field, etc. The institute is committed to becoming a globally leading digital economy research institution, an important think tank for domestic and international digital economy research, and an important platform for international exchange and cooperation. It provides comprehensive and reliable digital economy analysis reports and future trend forecasts for policymakers, effective strategic suggestions and technical support for enterprises, explores creating new heights for the digital economy industry, and makes foundational contributions to the development of the digital economy.

ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today over 190,000 corporate ‘individual’ members have joined the association’s website ‘ContactCenterWorld.com’. We were established in 1999.

The Chief Customer Officers 100 Club (CCO100) was established on October 16, 2018, in Beijing. It is an unofficial, non-profit industry organization, positioned as a club for the exchange and networking of professional customer management executives in China. Members of CCO100 engage in discussions, debates, explorations, and mutual assistance during social gatherings, which also serve to expand their knowledge, social circles, influence, and sense of achievement in their professional development.

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