July 11: Managing Performance and Customer Experience

Topic: Customer Engagement & Customer Experience Management

Speaker: Mr. William Yeung, Chief Operating Officer

Hong Kong Broadband Network Ltd

As the Chief Operating Officer of Hong Kong Broadband Network Limited, Mr. William Yeung is responsible for the operations of all customer contact channels. He has more than 20 years’ working experience, with over 17 years in retail/telecom industry.

Topic: Develop and Maintain High Performance Workforce in Public Health Care

Speaker: Mr. David Rossiter, Head of Human Resources

Mr. David Rossiter is an expert in Human Resources Management and had taken a number of senior business leadership roles in Australia. He worked for the New South Wales Department of Health and spent six years in Australia’s largest Private Health provider leading the Human Resources team for a group of some 60 hospitals.

July 12: From Service Excellence to Business Excellence

Topic: Customer Service Excellence - The Hongkong Electric's Experience

Speaker: Mr. Raymond Choi, Senior Customer Service Engineer

The Hongkong Electric Co., Ltd.

Mr. Raymond Choi has joined Hongkong Electric since 1981 and after working for 11 years in various engineering departments, he became the Head of the Customer Supplies Section responsible for customer accounts management.

Topic: From CSQS to Business Excellence

- Importance of CSQS for Sustainable Competitive Advantage
- Requirement of Business Excellence Models world-wide
- Contribution of CSQS towards the various BE Models
- Using CSQS as a strategic tool of BE
- Case Examples

Speaker: Professor Sam Ho, Founder Chair

Professor Ho is the chairman of the 1st-12th "International Conference on ISO 9000 and TQM - ICIT" (96-07), and he has extensive experience quality assurance and quality control. He has been the consultant and trainer for over 100 firms for ISO 9000 & 5-S implementation.

Panel Discussion moderated by Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium

July 11: Managing Performance and Customer Experience

1. How to measure Customer Experience?
2. How to integrate customer service and other corporate functions to align the customer experience process effectively and efficiently?
3. How to motivate staff on delivery of good customer experience?
4. How to define the ROI on the investments / cost incurred to drive for total customer experience?
5. How can Customer Satisfaction Scores link with Customer Experience?

July 12: From Service Excellence to Business Excellence

1) Does excellent service equal to profitable business?
2) How to improve customer satisfaction ratings with limited budget and impact businesses result?
3) What are market leaders doing to attract more customers with excellent service?
4) How to build on Customer Satisfaction Leadership and exceed Industry Benchmarks?
5) How can the CEO improve the service culture and business performance quickly together?

Venue & Time Details: