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Summit Agenda – 25 June 2009 |
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Morning Session
Theme:
Customer Expectation & Experience Management |
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Day 1
Morning Session |
Registration and Morning Coffee |
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Summit
Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
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Topic:
Using the Consumer Experience for
Competitive Advantage in Uncertain Times
Mr. Roger Yu, Partner – Management Consulting, Greater China,
Accenture |
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Topic: Living up to Customer Expectation through Continuous
Innovations
Mr. Lam Chiu-ying, Former Director, Hong Kong Observatory |
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Topic: Strategic Online Customer Service for Greater Customer
Satisfaction and ROI
Mr. Olivier Njamfa, President & CEO, Eptica, UK |
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Tea Break |
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CEO Luncheon Forum and
People Site Certification Presentation
Theme: Service
Leadership |
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Day 1
CEO Luncheon Forum |
Topic: Octopus Rewards- Bringing Convenience and Benefits to
Merchants and Consumers
Ms. Prudence Chan, Chief Executive Officer, Octopus Holdings Limited |
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People Site Certification Presentation &
Networking Luncheon |
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Topic: Creating Ultimate Customer Experience
Mr. Patrick Lee, Managing Director, North Asia, Inchcape |
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CEO
Forum: Service Leadership |
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Afternoon Session
Theme: CRM Service
Strategy in China |
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Day 1
Afternoon Session |
Topic: Provide Trust and Confidence to Customers with Integrated
Proactive Service in China
Mr. Jason Wong, Senior Vice President, Customer Services and
Support,
CPCNet Hong Kong Limited |
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Topic: Property Development and Estate Management Customer
Segmentation and Loyalty Strategy in China
Mr. Larry Hui, Vice President, China Vanke Co., Ltd |
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Topic: Employee Development in Customer Service Center
Mr. Xiao Zhi-yong, Director,
China Unionpay Co., Ltd., PRC |
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Tea Break |
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Roundtable Panel Discussion: CRM Service Strategy in China |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit
Agenda – 26 June 2009 |
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Morning Session
Theme: Service Innovation & Corporate Sustainability |
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Day 2 Morning Session |
Registration & Morning Coffee |
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Summit
Opening
Mr.
Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic: Building the Service Innovation Leadership Vital to Hong
Kong
Mr.
Nicholas Yang, Chief Executive Officer, Hong Kong Cyberport
Management Company Ltd. |
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Topic: Innovation on Product Service System
Professor George Huang, The University of Hong Kong |
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Topic: International Corporate Social Responsibility to Achieve
Global Environmental Excellence
Ms. Gaby Oetterli, Head of Corporate Sustainability,
Business Environment Council |
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Tea Break |
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CEO Luncheon Forum and
CSQS Certification Presentation
Theme:
Leadership in
Change and Crisis Management |
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Day 2
CEO Luncheon Forum |
Topic: Why Cry Crisis?
Mr.
Kyran Sze, Managing Director, Aedas Ltd. |
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CSQS Certification Presentation &
Networking Luncheon
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Topic: Impacting the Total Guest Experience
Mr.
Tom Mehrmann, Chief Executive, Ocean Park |
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CEO Forum:
Leadership in
Change and Crisis Management |
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Afternoon Session
Theme:
Information Technology Empowering Customer Service |
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Day 2 Afternoon Session |
Topic: The Power of the Platform - How a Data Integration
Platform Can Help IT Organizations Lower Costs, Improve
Efficiency, and Deliver Greater Value to the Business
Mr.
Anthony Chiu, General Manager, Informatica Hong Kong |
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Topic: Advances in Knowledge Management Development
Mr. Eric Chan, Chairman of Knowledge Management Development
Centre;
General Manager of Business Development and Planning, Hutchison
Telecom
|
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Topic: Leading to Customer Service Excellence through Advanced
Software Application
Mr. Aaron Tan Dani, Chairman APAC, International Association of
Software Architects and Founder, Independent Software Architects
Council, Malaysia |
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Tea Break |
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Roundtable Panel Discussion: Reducing Cost to Serve and
Improving Customer Satisfaction |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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DAY ONE (MORNING)
26 June 2008
Thursday
Morning
Session
CRM and Integrated Service Excellence |
8:45AM - Summit Registration and Morning Tea |
Summit Opening - Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium |
Mr. Victor MOK, Senior Vice President (Greater China)
DHL Global Forwarding (Hong Kong) Limited
Knowing Your Customer: Identifying and Responding
to Customer Needs Ahead of Competition |
Dr. Geng Cui, Ph.D., Professor
Department of Marketing and International Business, Lingnan
University
Linking CRM to Marketing Performance: Recent advances in
target customer selection |
Mr. So Tat-foon, Assistant Director (Support),
Office of the Telecommunications Authority, Government of HKSAR
Regulations on Unsolicited Electronic Messages |
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Tea Break |
CRM Senior Executive Forum
Customer Driven Service Standard: CSQS |
Mr. Jason Chu, Chairman, Asia Pacific Customer Service
Consortium
Building the Foundation for a Service Brand Company:
Learning from the Winners! |
Roundtable
Panel Discussion:
Customer Driven
Service Standard |
| Luncheon & CSQS & People Site Certificate Presentation |
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DAY ONE (AFTERNOON)
26 June 2008
Thursday
Afternoon
Session
CIS and BPO Service Excellence |
Mr W.F. Yuk, Assistant Director, Efficiency Unit, Government
of HKSAR
Promoting Regulatory Efficiency Through Service Excellency |
Mr. Kapil Sharma, Head - Group Service Delivery Management
Dialog Telekom PLC, Sri Lanka
Customer Driven Service Standard with Customer Knowledge
Management |
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Tea Break |
Roundtable
Panel Discussion:
CIS and BPO Service Excellence |
END OF DAY ONE
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DAY TWO (MORNING)
27 June 2008
Friday
Morning Session
Building Customer Relationship Excellence |
8:45AM - Summit Registration and Morning Tea |
Summit Opening - Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium |
Mr. Tom Mehrmann, Chief Executive Officer, Ocean Park Hong
Kong
Adapting to a Dynamic and Competitive Global Environment |
Dr. Ler Leong Tat, Principal Consultant, SIRIM Berhad,
Malaysia
Auditing and Enhancing Service Standard and Productivity |
Mr Eddie Ling, Manager, Customer Support, CPCNet Hong Kong
Limited
Offering True Control and Transparency Service for Customer
Relationship Excellence |
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Tea Break |
CRM Senior Executive Forum
Best-in-Class Service Management |
Mr. Tatsumi Yamashita, CEO, HDI-Japan (Help Desk Institute
Japan)
Ask Your Customer How to Improve Your Service Center |
Roundtable
Panel Discussion:
Benchmark Driven
Service Management |
| Luncheon & Best in Class Certificate Presentation |
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DAY TWO (AFTERNOON)
26 June 2008
Thursday
Afternoon
Session
Customer Driven Relationship Management |
Mr. Ansson Chan, Regional Vice President Call Center
Operations
American International Group, Inc
Measuring Call Centers of 21st Century in Business Focused
Perspectives |
Mr. Eric Chan, Vice President of KMDC; General Manager of
Business Development and Planning Hutchison Telecom
Applying Knowledge Management to Drive Business Results |
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Tea Break |
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Roundtable Panel
Discussion:
Customer Driven
Relationship Management |
END OF DAY TWO |
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