Research on Customer Experience Management and Service Innovation in Conference Events

Abstract

With the acceleration of globalization and the development of information technology, conference events have become an important platform for various business and social exchanges. As the core element of enhancing the value of conference events, customer experience management has gradually become a focus of attention for both academia and industry. Meanwhile, service innovation, as an effective means of enhancing customer experience, is increasingly being applied in conference events. This paper analyzes the current situation of customer demand and experience management in conference events, explores the practical application of service innovation in conference events, and examines its role in enhancing customer experience. The study shows that data-driven customer insights, full-process customer experience management, and personalized services are key strategies for improving customer satisfaction and loyalty. Finally, the paper proposes service innovation strategies based on customer experience management and looks forward to the future research directions of customer experience management and service innovation in conference events.