APCSC Summit 2019

International Customer Relationship Excellence (CRE) &
Customer Service Quality Standard (CSQS) Leadership Summit 2019
Theme:
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
Date:20 - 21 June
Venue: Crowne Plaza Hong Kong Kowloon East, Hong Kong




INTRODUCTION

International CRE and CSQS Leadership Summit to be held in cosmopolitan Hong Kong on 20-21 June will provide an international platform for you to meet honorable guests of the Asia Pacific Customer Service Consortium, industry leaders and experts of the international leadership community. You may share your valuable insights about Customer Service and Customer Relationship Management with them and the winners of the Customer Relationship Excellence Awards.

 

At this CRE Leadership Summit, distinguished speakers from government, academia and market leaders in Hong Kong and the Asia Pacific Region will inspire you with the innovative ideas and CRM wisdom on the following subject matters:

  • How do you retain your valuable customers during economic recovery?
  • How do you maintain your competitiveness facing the globalization and market turbulence?
  • How do you achieve leadership in different areas to sustain your business growth?
  • How do you create sustainable business success with service innovation and CRM?
  • How to reduce business costs with self services and environmental strategies?

The Customer Relationship Excellence and Customer Service Quality Standard Leadership Summit 2019 is an invaluable OPPORTUNITY for you to achieve these business goals!

SUMMIT THEMES

Distinguished speakers from government departments, academia, and market leaders will share their experience and address the following six sessions at the Conference:

  • Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value
  • Game Changers: Digital Leadership, Transformation & Mobility
  • Game Changers: Big Data, CRE Index & Loyalty Ecosystem
  • Game Changers: A.I. & Onmi-Channel New Experience Economy – Strategic Growth Opportunities in Belt & Road
  • Game Changers: International CRE Leadership, Next Generation Engagement
  • Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy – Strategic Growth Opportunities in the Greater Bay Area

 

Media & Newspaper Coverage

CRE & CSQS Roundtables

Sponsors & Supporting Organizations

Organizer

International Platinum Sponsor

International Silver Sponsor

CRE Awards Dinner Sponsor

Supporting Organizations

Media Partners

 
Speakers & Panelists
Jason Chu
Chairman
Asia Pacific Customer Service Consortium
Topic: Game Changers, Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy

Edward Bell
General Manager, Brand, Insights and Marketing Communications
Topic: Enhancing the customer journey with technology

Tatsumi Yamashita
Founder & CEO
HDI – Japan
Topic: Contact Center Benchmarking and Knowledge-Centered Service

Jaiporn Srisakul
Managing Director
Advanced Contact Center Co., Ltd., Thailand
Topic: Game Changer: Full Service Digitization by AI chatbot

Robert Elliott
CEO & GM
Manulife Cambodia
Topic: Achieving Brand, CSR and Customer Engagement Excellence in Cambodia

Dave Giblin
Head of Strategic Business Consulting
Asia, Genesys
Topic: What is customer experience AI, and why does it matter?

Aps Chikhalikar
Chief Innovation Officer, APJ
ServiceNow
Topic: Customer Service Management: The Final Battleground - How to keep Customers for life!

Basker Rangachari
Marketing Director (CMO)
VPBank Finance Company Limited (FE Credit)
Topic: Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints

Sudesh Thevasenabathy
Head of Customer Care Management
AXA Hong Kong & Macau
Topic: Maintaining the Personal Touch - Can humans and machines co-exist

Prof. Fugee Tsung
Department of Industrial Engineering and Decision Analytics
Hong Kong University of Science and Technology
Topic: The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion

Bruce Lam
Chief Marketing Officer
CSL Mobile Limited
Topic: Online innovation & transformation

Claire Stern
Senior Manager
Website & e-Commerce
AXA China Region Insurance Company Limited
Topic: Driving Business with Innovative eCommerce Solutions

Mike Mi
Deputy General Manager
National Center for Open & Distance Education
Topic: AI enhances Customer Experience - the Application of New Technologies in Online Education

Annie Leung
General Manager
Customer Experience Development
MTR Corporation Limited
Topic: “Smart Mobility” to Enhance Customer Satisfaction

Shen Bo
Deputy General Manager
Information Service Center
China Telecom Co., Ltd.., Guangzhou Branch
Topic: Rethinking the Development of Call Centers in the New Era~ Taking the Government Call Center as an Example

Gina Wong
Chief Executive Office
Make The Right Call
360° Customer Service + 360° Customer Excellence = "Awesome Service"

YongQiang Fu
President
TCL Sharing Appliance
Topic: Sharing IoT to lead Smart Life

Anna Sun
CEO
Welsend Business Group

Vincent Qiu
Chief Property Manager
Jones Lang LaSalle
South China PAM

Dr. Alexander Chan
Founder, Principal Consultant
Brainy Alliance International Management Consulting Limited
Topic: Latest Digital CX Innovations

Dr. Patrick Liew
Executive Chairman
GEX Ventures

Jamieson Bryan
Managing Partner
Infosys Consulting Pte Ltd

Agenda

Day 1 Agenda – 20 June 2019

Morning Session
Theme : Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value
Day 1
Morning Session
Registration and Networking Morning Coffee
Summit Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

Mr. Sudesh Thevasenabathy, Head of Customer Care Management, AXA Hong Kong and Macau
Topic: Maintaining the Personal Touch - How Humans and Machines Co-exist
Mr. Aps Chikhalikar, Chief Innovation Officer, APJ, ServiceNow
Topic: Customer Service Management: The final battleground – how to keep customers for life!

Mr. Dave Giblin, Head of Strategic Business Consulting, Asia, Genesys
Topic: What is customer experience AI, and why does it matter?

Mr. Edward Bell, General Manager, Brand, Insights and Marketing Communications, Cathay Pacific Airways Limited
Topic: Enhancing the customer journey with technology

CEO Luncheon Forum
CXO Luncheon Forum
Sponsored by ServiceNow
(by Invitation)
Day 1
CEO Luncheon Forum
Networking Tea BreakMr. Aps Chikhalikar, Chief Innovation Officer, APJ, ServiceNow
Topic: How Customer Service Management drive top line outcomes, increase productivity, and improve customer & employee experience

Prof. Fugee Tsung, Department of Industrial Engineering and Decision Analytics, Hong Kong University of Science and Technology
Topic: The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion

Prof. Lei Chen, Acting Director of HKUST Big Data Institute, Department of Computer Science and Engineering, Hong Kong University of Science and Technology
Topic: Big Data Mining on Social Media for Consumer Sentiment Analytic
Panel Discussion: Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value

Moderator:
Mr. Sudesh Thevasenabathy
Head of Customer Care Management, AXA Hong Kong and Macau
Networking Luncheon
Afternoon Session
Game Changers: Digital Leadership, Transformation & Mobility
Day 1 Afternoon SessionMs. Annie Leung, General Manager - Customer Experience Development, MTR Corporation Limited
Topic: “Smart Mobility” to Enhance Customer Satisfaction
Ms. Claire Stern, Senior Manager, Website & e-Commerce, AXA China Region Insurance Company Limited
Topic: Driving Business with Innovative eCommerce Solutions
Networking Tea Break
Dr. Alex Chan, Founder, Principal Consultant, Brainy Alliance International Management Consulting Limited
Topic: Latest Digital CX Innovations
CXO Forum: Game Changers: Digital Leadership, Transformation & Mobility
Evaluation Form & Lucky Draw

 

Day 2 Agenda – 21 June 2019

Morning Session
Game Changers: A.I. & Onmi-Channel New Experience Economy - Strategic Growth Opportunities in Belt & Road
Day 2 Morning SessionRegistration & Networking Morning Coffee
Summit Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

Ms. Jaiporn Srisakul, Managing Director, Advanced Contact Center Co., Ltd., Thailand
Topic: CRE Leadership, Next Generation Engagement - Strategic Growth Opportunities in Belt & Road

Mr. Basker Rangachari, Marketing Director (CMO), FE Credit
Topic: Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints

Mr. Mike Mi, Deputy General Manager, National Center for Open & Distance Education
Topic: AI enhances Customer Experience - the Application of New Technologies in Online Education
Networking Tea Break
CEO Luncheon Forum
Game Changers: International CRE Leadership, Next Generation Engagement
People Site Certification, CSQS Certification, and CRE Innovation Expo Awards Presentation
Day 2
CEO Luncheon Forum
Mr. Tatsumi Yamashita, Founder & CEO, Help Desk Institute, Japan
Topic: Contact Center Benchmarking and Knowledge-Centered Service
People Site Certification, CSQS Certification, CRE Innovation Expo Awards
Presentation and Networking Luncheon
Mr. Robert Elliott, CEO & General Manager, Manulife Cambodia
Topic: Achieving Brand, CSR and Customer Engagement Excellence in Cambodia
CEO Forum: Game Changers: International CRE Leadership, Next Generation Engagement
Afternoon Session
Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy – Strategic Growth Opportunities in the Greater Bay Area
Day 2 Afternoon SessionMr. Bruce Lam, Chief Marketing Officer, CSL Mobile Limited
Topic: Online Innovation & Transformation
Ms. Gina Wong, Founder & CEO, Make The Right Call
Topic: 360° Customer Service + 360° Customer Excellence = "Awesome Service"
Networking Tea Break
Mr. Yongqiang Fu, President, TCL Sharing Appliance
Topic: Sharing IoT to lead Smart Life
Mr. Shen Bo, Deputy GM, Information Service Center, China Telecom Corporation Limited Guangzhou Branch
Topic: Rethinking the Development of Call Centers in the New Era~ Taking the Government Call Center as an Example
CXO Forum: Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy - Strategic Growth Opportunities in the Greater Bay Area
Evaluation Form & Lucky Draw

Photo Gallery