APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2017

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2017 Leadership Summit Program Rundown

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Summit Agenda – 15 June 2017

Morning Session
Theme: Develop Future Competitive Edge in the Omnichannel Age

Day 1
Morning Session

Registration and Morning Coffee

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

Topic:  Customer Service vs Customer Experience
Mr. Sudesh Thevasenabathy, Head of Customer Experience, AXA Hong Kong

Topic: Securing the Future – Biometrics in the Age of Omnichannel Customer Service
Mr. Sasha Agafonoff, Principal Consultant, North Asia, Nuance Communications

Topic: AIA Bhd.'s Customer Experience Management Strategy

Mr. Troy Barnes, Chief Customer Experience Officer, AIA Bhd.

Tea Break at the Expo Exhibition

CEO Luncheon Forum and

People Site Certification Presentation

Theme: Asian Service Culture and Customer Experience Innovation

Day 1
CEO Luncheon Forum

Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

People Site Certification Presentation and Networking Luncheon

Topic: Cutting through the Asian Service Culture

Ms. Michelle Shiers, Chief Customer Service Officer, Telstra

CEO Forum: Asian Service Culture and Customer Experience Innovation

Afternoon Session

Expo Innovation Awards Presentation
CXO Forum: Big Data and Social Media Strategies for Sustainable Growth

 Day 1 Afternoon Session

Tea Break at the Expo Exhibition

Topic: Best Practices on Big Data Platform for Better Customer Experience

Mr. Clement Lo, Chief Information Officer, BCT Financial Limited

Topic: Strategies and Leadership to be Sustainable International Service Destination

Mr. Sunny Cheng, Director, Head of Financial Controlling, DHL Express (Hong Kong) Limited

Topic: Rules to Transform Precisely Millions of Customers with Zero Loss
Ms Grace Zhao, CEO, Grand Media

Topic: Strategies on Big Data, Blockchain and AI in New Economy
Mr. Joseph Toh, Founder, Digital Billions Pte Ltd

Tea Break at the Expo Exhibition

CXO Forum: Big Data and Social Media Strategies for Sustainable Growth

Evaluation Form & Lucky Draw

 

End of Day 1

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Summit Agenda – 16 June 2017

Morning Session

Theme: Internet+ and Innovation to Uplift Loyalty

 

 

Day 2 Morning Session

Registration & Morning Coffee

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

Topic: Superior Customer Experience – powered by Digital and Data

Mr. Mukesh Pilania, Asia Regional Head - Transversal Customer Experience, AXA Asia

Topic: Implementation and Innovation drive Corporate Internet+ Development and Integration

Ms. Daisy He, Senior Manager-Consumer Service Management & Engagement, Lenovo Services, Beijing, China

Topic: Service Mode Innovation In the Internet era

Mr. Wang Yan, Overseas Service Director, Haier Electrical Appliances Corp. Ltd, Qingdao, China

Tea Break at the Expo Exhibition

CEO Luncheon Forum and
CSQS Certification Presentation

Theme: CRE Leadership and CSR Engagement Best Practices

 

Day 2
CEO Luncheon Forum

Topic: Achieving CSR and Customer Engagement Excellence in Cambodia
Mr. Robert Elliott, CEO & General Manager, Manulife
(Cambodia) Plc.

CSQS Certification Presentation and Networking Luncheon

Topic:  Customer Experience in Home Healthcare: Example of a patient-centric support program

Mr. Bertrand Gonnet, General Manager, Celki VitalAire

CEO Forum: CRE Leadership and CSR Engagement Best Practices

Afternoon Session

CXO Forum: Effective Service Delivery and Innovative Solutions for Mass Public

 

 

Day 2 Afternoon Session

Tea Break at the Expo Exhibition

Topic: Service Innovation

Mr. Samuel Yuan, Vice President, Channel Operation Management and Convergence Product , Consumer Sales & Marketing, Far EasTone Telecommunications Co., Ltd

Topic: CRE Leadership & Service Innovation in Public Utility

Mr. S.T. Chan, Senior Manager (Customer Supplies), The Hongkong Electric Co., Ltd.

Topic: Customer Experience Management Trend and Contact Center Benchmarking

Mr. Tatsumi Yamashita, CEO, HDI – Japan

Tea Break at the Expo Exhibition
CXO Forum: Effective Service Delivery and Innovative Solutions for Mass Public

Evaluation Form & Lucky Draw

 

End of Day 2

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