8:45

Summit Registration & Morning Tea

9:00

Summit Opening

Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium 　

9:10

Building Customer Relationship Excellence for Corporate Customers
Mr. W. W. Chan, Managing Director
Cascade Limited, Subsidiary of PCCW Limited

9:45

Best-in-Class CRM Transformation in Insurance Industry
Ms. Macy Lim, Head of Personal Insurance
Dao Heng Insurance Company Limited

10:20

Tea Break

10:35

Excellence in Delivery of Customer Service
Ms. Janet Fung, Group Director - Operations
SUNDAY Communications Limited

11:10

Customer Relationship Excellence: Integration and Innovation

Mr. Amit Bhagat, Senior Director, Customer Care, Oracle Asia Pacific
Oracle Corporation 

11:45

Roundtable Panel Discussion: Customer Relationship Excellence and Change Management

Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

Ms. Macy Lim, Head of Personal Insurance, Dao Heng Insurance Company Limited

Ms. Janet Fung, Group Director - Operations, SUNDAY Communications Limited

Mr. Amit Bhagat, Senior Director, Customer Care, Oracle Asia Pacific, Oracle Corporation

12:45

Luncheon & Forum

Best-in-Class (BIC) Benchmarking Forum and BIC Award Presentation

14:00

Customer Relationship Excellence in Property Management Industry 　

Ms. Bluebi Poon, Area Manager, Building & Facilities Management Department 

Hong Yip Service Company Limited

14:35

Total Agency and Customer Experience in Insurance Industry

Mr. Jim Jan Zen, Vice President of Agency Administration
American International Assurance Company (Bermuda) Limited 

15:10

Tea Break

15:25

Insights into Customer Social Responsibility and Excellence in Customer Relations

Dr Andrew L. Thomson, Chief Executive Officer

Business Environment Council 　

16:00

Roundtable Panel Discussion: People and Organizational Development

Ms. Bluebi Poon, Area Manager, Building & Facilities Management Department, Hong Yip Service Company Limited

Mr. Jim Jan Zen, Vice President of Agency Administration, American International Assurance Company (Bermuda) Limited

Dr Andrew L. Thomson, Chief Executive Officer, Business Environment Council

17:00

End of Day 1

8:45

Summit Registration & Morning Tea

9:00

Summit Opening by the Chairman

9:10

Customer Service EXcellence (CSEX) Model: 5-S ==> ISO + 6-sigma + CSQS ==>APBEST

Professor Sam Ho, Founder Chair

HK 5-S Association & APBEST Academy

9:45

Using Customer Knowledge to Delight Your Customers
Mr. Philip Fung, Vice Chairman
Knowledge Management Development Centre

10:20

Tea Break

10:35

Mission Critical Service Strategy - When Failure Is Not An Option  

Mr. Kevin Lodge, Head of Customer Services Asia Pacific

Society for Worldwide Interbank Financial Telecommunication (S.W.I.F.T.)

11:10

Maximising CRM business value through enabling technology
Mr. Peter Smith, Director - Information Technology
Hong Kong CSL Limited

11:45

Roundtable Panel Discussion: Knowledge Management and Quality Management

Professor Sam Ho, Founder Chair, HK 5-S Association & APBEST Academy

Mr. Philip Fung, Vice Chairman, Knowledge Management Development Centre

Mr. Kevin Lodge, Head of Customer Services Asia Pacific, Society for Worldwide Interbank Financial Telecommunication (S.W.I.F.T.)

Mr. Peter Smith, Director - Information Technology, Hong Kong CSL Limited

Mr. Lester Lang, Regional Director of Quality Management Solutions, NICE APAC Ltd

12:45

Luncheon & Forum

CSQS Forum and Certificate Presentation

14:00

People Development Excellence to Global Support Excellence
Mr. Edward Hui, General Manager, Air Freight, Hong Kong
Exel Hong Kong Limited

14:35

Successful Relationship Marketing and Loyalty Programs with Case Studies
Mr. Bryan J Smith, Senior Vice President, Marketing, Asia Region
American International Assurance Company Limited 

15:10

Tea Break

15:25

Building Partner Relationship Management Excellence with Commercial Clients

Mr. Tommy Chung, Head of Contact Centre Business

PCCW Limited

16:00

Roundtable Panel Discussion: Customer Satisfaction and Loyalty Program Management

Mr. Edward Hui, General Manager, Air Freight, Hong Kong, Exel Hong Kong Limited

Mr. Bryan J Smith, Senior Vice President, Marketing, Asia Region, American International Assurance Company Limited 

Mr. Tommy Chung, Head of Contact Centre Business, PCCW Limited

17:00

End of Day 2