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|
Day
1, 5 July 2007
| CRM and Integrated Service Excellence |
Top |
8:45 |
Summit Registration & Morning Tea |
9:00 |
Summit Opening
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium |
9:15 |
Achieving Customer Relationship Excellence: From
Balanced Scorecard to Customer Service Quality
Standard
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium |
9:50 |
Be the Smart Regulator
Mr W.F. Yuk,
Assistant Director
Efficiency Unit, Government of HKSAR |
10:25 |
Service Excellence through Quality Assurance
Ms. Daisy Lam, Operations Director
Octopus Cards Ltd. |
11:00 |
Tea Break |
|
CRM Senior Executive Forum:
Best-in-Class Service Management |
Top |
11:15 |
Internal Customer Engagement Comes First
Mr. Thomas Mok,Director, Customer Relations Department
Hong Kong Broadband Network Limited |
11:50 |
Application of psychological assessment for the
management of customer service
Dr. C. Harry Hui,Senior Lecturer,
Department of Psychology,
The University of Hong Kong |
12:30 |
Best in Class Certificate Presentation |
|
| CIS and BPO Service Excellence |
Top |
14:00 |
Call Center Technology Application and Customer
Relationship Management
Mr. David Huang, CEO
Chain Sea Information Integration Co., Ltd |
14:35 |
The Way to Deliver Excellent Outsourcing Service
to Achieve Win-Win-Win Situation
Ms. Cally Chan, Country Manager, Outsourcing
Services, HP Services, Technology Solution Group
Hewlett-Packard HK SAR Limited |
15:10 |
Creating Excellence in Business Process
Outsourcing Service
Mr. Duncan Wong,
Vice President, Customer & Systems Operations
Wharf T & T Ltd. |
15:45 |
Tea Break |
16:00 |
Roundtable Panel Discussion:CIS and BPO Service Excellence |
17:00 |
End of Day 1 |
|
Day 2, 6 July
2007
| Building Customer Relationship Excellence |
Top |
8:45 |
Summit Registration & Morning Tea |
9:00 |
Summit Opening
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium |
9:15 |
Customer Analytics, Channels and Information
Technology Integration
Ms. Gladys Chan,Head of Data Mining and
Business Intelligence
American International Assurance Company
(Bermuda) Limited |
9:50 |
Mission Critical Support to a World Class City
Mr. P.N. Ip, Chief Customer Services
Engineer
The Hong Kong Electric Co., Ltd. |
10:25 |
Creating a Global Winning Advantage for DHL
Customers
Mr. Edward Hui, General Manager, Air Freight
Operation
DHL Global Forwarding (Hong Kong) Limited |
11:00 |
Tea Break |
|
CRM Senior Executive Forum:
Customer Driven Service Standard: CSQS Presentation |
Top |
11:15 |
CSQS Business Case Study - Best Practice Sharing
Dr. George Q. Huang, Associate Professor,Department of
Industrial and Manufacturing Systems Engineering
The
University of Hong Kong |
11:50 |
Service Excellence through Customer Centricity
Ms. Sandra Marlene De Zoysa, Head of
Customer Service andContact Management
Dialog Telekom Ltd. |
12:30 |
CSQS Presentation |
|
| Customer Driven Relationship Management |
Top |
14:00 |
Creating More Values for Customers - MTR's
Experience
Ms. Jeny Yeung,General Manager, Marketing &
Station Business
MTR Corporation Limited |
14:35 |
Building Customer Relationship Excellence Online
Mr. Baniel Cheung, Strategic Planning
Director
Integral Communications Limited |
15:10 |
A Study of International Buyer-Seller Long-term
Relationships: The Case of Hong Kong
Dr. Noel Siu,Associate Professor, Department of Marketing,
School of Business
Hong Kong Baptist University |
15:45 |
Tea Break |
16:00 |
Creating Delightful Experiences: Five Sense
Audit
Dr. John Leung, Associate Professor,
Department of Marketing, Faculty of Business,
City University of Hong Kong |
16:35 |
Roundtable Panel Discussion:Customer Driven Relationship Management |
17:00 |
End of Day 2 |
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