International Customer Relationship Excellence (CRE) &
Customer Service Quality Standard (CSQS) Leadership Summit 2019

20-21 June 2019
Game Changers: Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy
Seize the Greater Bay Area and The Belt and Road Strategic Growth Opportunities

Jason Chu
Asia Pacific Customer Service Consortium

Edward Bell
General Manager, Brand, Insights and Marketing Communications
Cathay Pacific Airways Limited

Tatsumi Yamashita
Founder & CEO
HDI – Japan

Jaiporn Srisakul
Managing Director
Advanced Contact Center Co., Ltd., Thailand

Robert Elliott
Manulife Cambodia

Dave Giblin
Head of Strategic Business Consulting, Asia

Aps Chikhalikar
Chief Innovation Officer, APJ

Basker Rangachari
Marketing Director (CMO)
VPBank Finance Company Limited (FE Credit)

Sudesh Thevasenabathy
Head of Customer Care Management
AXA Hong Kong and Macau

Prof. Fugee Tsung
Department of Industrial Engineering and Decision Analytics
Hong Kong University of Science and Technology

Bruce Lam
Chief Marketing Officer
CSL Mobile Limited

Prof. Lei Chen
Acting Director of Big Data Institute, Department of Computer Science and Engineering
Hong Kong University of Science and Technology

Claire Stern
Senior Manager
Website & e-Commerce
AXA China Region Insurance Company Limited

Mike Mi
Deputy General Manager
National Center for Open & Distance Education

Annie Leung
General Manager – Customer Experience Development
MTR Corporation Limited

Shen Bo
Deputy General Manager
Information Service Center
China Telecom Co., Ltd.
Guangzhou Branch

Gina Wong
Chief Executive Officer
Make The Right Call

Yongqiang Fu
TCL Sharing Appliance

Anna Sun
Welsend Business Group

Dr. Alexander Chan
Founder, Principal Consultant
Brainy Alliance International Management Consulting Limited

Vincent Qiu
Chief Property Manager
Jones Lang LaSalle
South China PAM

Dr. Patrick Liew
Executive Chairman
GEX Ventures

Jamieson Bryan
Managing Partner
Infosys Consulting Pte Ltd

  Presentation Topics:  
  • – Game Changers: Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy

  • – Enhancing the Customer Journey with Technology

  • – What is customer experience AI, and why does it matter?

  • – Contact Center Benchmarking and Knowledge-Centered Service

  • – CRE Leadership, Next Generation Engagement – Strategic Growth Opportunities in Belt & Road

  • – Achieving CSR and Customer Engagement Excellence in Cambodia

  • – Customer Service Management: The Final Battleground – How to keep Customers for life!

  • – Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints

  • – Maintaining the Personal Touch – How humans and machines co-exist

  • – The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion

  • – Big Data Mining on Social Media for Consumer Sentiment Analytic

  • – AI enhances Customer Experience – the Application of New Technologies in Online Education

  • – “Smart Mobility” to Enhance Customer Satisfaction

  • – Driving Business with Innovative eCommerce Solutions

  • – Rethinking the Development of Call Centers in the New Era – Taking the Government Call Center as an Example

  • – Sharing IoT to lead Smart Life

  • – 360° Customer Service + 360° Customer Excellence = “Awesome Service”

  • – Online innovation & transformation

  • – Latest Digital CX Innovations

  • – Digital Transformation


International Customer Relationship Excellence Awards

Now Open to Nomination and Application!

Hong Kong, China – June 15th , 2018 – At the 16th International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 16th Customer Relationship Excellence Awards (CRE Awards). They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS), public webvoting and a final round of judging by a panel of customer relationship excellence experts. For Registration, please click HERE to download CRE Awards Application Form or Register at Eventbrite.

CRE Awards Welcome Pack

Click here to download
the welcome pack

Check out the Highlight Video on


Press Release

Click here to view Press Release.

Now Open to Nomination and Application

For more information, please refer to :

  • International CRE Awards website
  • China CRE Awards website
  • China Sourcing Summit Press Release

Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.


Certificate in Customer Service Management (CCSM) (Course Code: 21C04911-5)


Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge


Hong Kong (English) - 23-24 & 30-31 May 2019

Shenzhen (Mandarin) - 23-26 July 2019

To view the brochure and registration form, please click


Certified Customer Service Analyst & Auditor (CCSA)


Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge


Hong Kong (English ) - 23-24 May 2019

Shenzhen (Mandarin) - 23-24 July 2019

To view the brochure and registration form, please click


Certified Contact Center Manager (CCCM)


Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge


Hong Kong (English ) - 30-31 May 2019

Shenzhen (Mandarin ) - 25 - 26 July 2019

To view the brochure and registration form, please click

Brochure & Registration Form

To view the brochure and registration form, please


Membership Benefits

Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.


Customer Testimonials

Tip of the Week


Customer Service Quality Standard

The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.



Henderson Land Group and Hang Lung Properties Honored with CSQS Certification Distinction from APCSC

Hong Kong, China – June 15, 2018 — The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege) and Hang Lung Properties Limited in recognition of their achievements and high level of compliance to CSQS in 2018. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.


CRE & CSQS Roundtable

Customer Service Quality Standard

Through the International CRE & CSQS Roundtables, APCSC invites market leaders to come together for best practices sharing on product and service innovation, CSR, CRM, customer experience management, knowledge management, Social media CRM with successful business cases and strategies, facilitate innovation in business operation, bring new opportunities for brand building and market development, create win-win-win to customers, staffs and employers.

Upcoming Roundtable Events

Shanghai - May 7, 2019

Speaker & Panelists: Other Speakers and Panelists will be confirmed soon

Jason Chu
Chairman, APCSC, CRE Awards Panel of Judge

Mr. Cai Dongsheng
Secretariat, Shanghai Health, Safety & Environment Association

Theme: Development of Core Brand Value for International Market Leaders and Design Thinking

Fee: FREE of Charge with online registration, or RMB200 non-member at the door

Time: 2:00pm - 5:00pm

Venue: 上海虹口區北外灘峨嵋路 315 號國科(上海)國際創新產業基地 2 樓

People Site Certification

People Development Award to organizations

The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.

Market Leaders Awarded with People Site Certification from APCSC

Hong Kong, China, 14 June 2018 – Two leading companies have been awarded the People Site Certification (PSC)from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific markets.


Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award


Quality HealthCare Medical Services Ltd receive the People Site Certification award


Events & Activities


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