| ConferenceDay One - September 23 | | 09:00 | ConferenceRegistration & Morning Tea | | ¡@ | Summit Opening
Asia Pacific Customer Service Consortium
Mr. Jason Chu, Chairman | | ¡@ | Leading Customer RelationshipExcellence
Asia Pacific Customer Service Consortium
Mr. Jason Chu, Chairman | 
CRE
Winner | Accelerating Customer Serviceat CSL
Hong Kong CSL Limited
Ms. Charlotte Chin, General Manager CRM | | 11:00 | TeaBreak |
CRE
Winner | Center of Strategic Sales andCustomer Relationship Excellence at PCCW
PCCW Limited
Mr. Peter Chan, Director of Call Center Sales |
CRE
Winner | Managing Culture, Expectations, and Diversity in MissionCritical Global Support Services
Society for Worldwide Interbank FinancialTelecommunication (SWIFT)
Ms. Amanda Westwood, WorldwideDirector of Customer Operations | | 13:00 | Luncheon & Forum
Best-in-Class Presentation | | ¡@ | Integrating Customer ServiceComponents Along the Passenger Journey
Cathay Pacific Loyalty Programmes Ltd.
Mr. Dominic Purvis, General Manager | | 15:45 | TeaBreak | | ¡@ | RoundTable Panel Discussion:Effective Customer Loyalty Program - Cathay PacificLoyalty Programmes Ltd.
Mr. Dominic Purvis, General Manager - Hong Kong CSLLimited
Ms. Charlotte Chin, General Manager CRM | | 17:00 | End ofDay One |
| | ConferenceDay Two - September 24 | | 09:00 | Conference Registration & Morning Tea | | ¡@ | Summit Opening
Asia Pacific Customer Service Consortium
Mr. Jason Chu, Chairman | | ¡@ | 5-S: A New Generation ofCustomer Services
Hang Seng School of Commerce
Prof. Sam K.M. HO, Dean | |
CRE
Winner | Tao Heung Qualities Strategy:
Building the Customer ServiceOriented Corporate Culture (Cantonese)
Tao Heung Holding Limited
Mr. Paul Cheng, Deputy CEO | | 11:00 | TeaBreak | | ¡@ | RoundTable Panel Discussion:Customer Service Quality Standard (CSQS) - ULInternational
Roger Ng, Regional Customer Service Manager - Hang Seng School of Commerce
Prof. Sam K.M. HO, Dean - Society for Worldwide Interbank FinancialTelecommunication (SWIFT)
Mr. Kevin Lodge, Head of Asia Pacific CustomerServices | | ¡@ | Risk Management on CustomerData Protection
Standard Chartered Bank Group ITSecurity
Mr. Carsten Paasch,IT Security Manager | | 13:00 | Luncheon
CRE Award2004 Executive Briefing | | ¡@ | Service Six Sigma - A Panaceato Service Excellence
The Six Sigma Institute, Hong Kong
Ms. Rita Wan,Honorary Secretary | | ¡@ | Quality Management System
Urban Group
Mr. Joseph Kwok, Quality Management Manager | | 15:45 | TeaBreak | | ¡@ | RoundTable Panel Discussion:Outsourcing - Expense Reduction Analysts
Mr. Richard C H Wong, Senior Partner - Urban Group
Mr. Joseph Kwok, Quality Management Manager - Society for Worldwide Interbank FinancialTelecommunication (SWIFT)
Ms. Amanda Westwood, WorldwideDirector of Customer Operations | | 17:00 | End ofDay Two |
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