APCSC CRE & CSQS Summit 2004
Panel Discussions for September 23-24, 2004 Join us for theAPCSC CRE & CSQS Summit and put your questions to our panel ofexperts! September 23,16:00
RoundTable Panel Discussion: Effective Customer LoyaltyProgram  | CathayPacific Loyalty Programmes Ltd.
Mr. Dominic Purvis, General Manager |  | Hong KongCSL Limited
Ms. Charlotte Chin, General Manager CRM |
| DiscussionQuestions:- - What are thecore components of a loyalty program?
- How toeducate customers on the benefits of joining aloyalty program
- What costsare involved when setting up a loyalty program
- What should Iconsider if I am starting a new loyalty program orrevamping an exisiting one?
|
September 24,11:15
RoundTable Panel Discussion: Customer Service QualityStandard (CSQS)  | ULInternational, Roger Ng, Regional CustomerService Manager |  | HK 5-SAssociation, International Conference on ISO9000 and TQM, Prof. Sam Ho, Founder Chair |  | Societyfor Worldwide Interbank FinancialTelecommunication (SWIFT), Mr. Kevin Lodge,Head of Asia Pacific Customer Services |
| DiscussionQuestions:- - How do wedefine what's best practice?
- How can thestandard integrate with exisitng processes /standards
- When is thebest time to implement?
- Whatchallenges could we potentially be facing whenimplementing the standard?
- How do we getemployee and management buy-in?
|
September 24,16:00
RoundTable Panel Discussion: Outsourcing  | ExpenseReduction Analysts
Mr. Richard C H Wong, Senior Partner |  | UrbanGroup
Mr. Joseph Kwok, Quality Management Manager | | | Societyfor Worldwide Interbank FinancialTelecommunication (SWIFT),
Ms. Amanda Westwood Worldwide Director ofCustomer Operations |
| DiscussionQuestions:- - How do wecalculate the cost / benefit aspect of outsourcingvarious processes?
- What are theshort term and long term impacts of outsourcing?
- Whichbusiness sectors benefit the most from outsourcing?
- How do weprepare to outsource certain processes and what timescales are involved?
- Whichprocesses should we outsource?
- What's thebest way to select an outsourcing partner?
- What's theimpact on customer service
- What are someof the common problems that we face when weoutsource?
|
| For more information and to register forthe APCSC Sumit,
please visit the Summit homepage:-
http://www.apcsc.com/cresummit Leading companies making at theAPCSC CRE & CSQS Summit 
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