May 28^th Breakout Sessions Speaker

• 
• 　
  
• Name: Feng Zhaoxia
  
• Title: Director of Customer Service Center
  
• Company: China Mobile Group Neimenggu Co Ltd
  
• Topic: Activate the Data Assets and Move Forward to the Operation with
             Deep Insights - Experience Sharing of Mid and High-end
             Customers Retention Based on the Business Analysis System
  


• Presentation Abstract:
  •　IT Department:
  

      How to build up IT infrastructure from data perspective, how to promote teamwork during
      the implementation process, how to support business units in the process of using the data
      warehouse and how to guide business units to raise their requests, all based on data
      warehouse.

      Case study:
      Gains and learnings from the process of deploy the model to prefecture-level cities.

  •　Business Unit:
      Business issues at the initial stage, IT support and assistance obtained, effects and
      improvements achieved. More requests raised.

      Case study:
      Gains and learnings from the process of implementing mid- and high-end model projects.

  
  
• Speaker Bio:
  Ms. Feng started her career in 1997 and was responsible for accounting management in Billing Center from 1999 to 2007, and then she became the Director of Customer Service Center in 2008 to oversee the customer services and mid- and high-end customer retention of thirteen branches in Xilin Gol League, Inner Mongolia. Her main responsibilities include: leading the team to develop the customer service standards for the entire network and to implement the key customer service marketing plan to enhance the dependency of customers on networking, and constantly collecting feedbacks from customers in daily work to increase customer satisfaction; and leading the team to carry out the differentiated services for card-holding customers, so as to ensure the retention rate of card-holding customers and increase their satisfaction.