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APCSC Summit 2003

APCSC Customer Relationship Excellence (CRE) Summit 2003
Date: September 9-10, 2003
Venue: St. Regis Shanghai Hotel, China




INTRODUCTION

The APCSC Customer Relationship Excellence (CRE) Summit is a Regional Conference for leading companies to exhibit and showcase Customer Service and CRM related best practices, success stories, technologies, as well as keynote presentations by honorable guests of APCSC, industry leaders and experts of the Leadership Community.

Presentations from the Winners of the CRE Awards will be given, covering customer relationship best practices. Award winning companies from different service and technology sectors will showcase their innovations and customer loyalty successes.

The goal of the Summit is to provide an International Platform for effective knowledge sharing and exemplary customer success leadership and showcase for WORLD-CLASS service quality and Customer Relationship Excellence. The Summit is interactive. Conference participants, including attendees, speakers, sponsors and exhibitors will have opportunities to share experience, knowledge and networking to establish close relationship in this Customer Relationship Excellence community.

Through the Summit and the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship as a core business value in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

SUMMIT THEMES

Sponsors & Supporting Organizations

Endorsers

In Conjunction with the CRE Awards

Organiser

 
Speakers & Panelists
Jason Chu
Chairman, Asia Pacific Customer Service Consortium

Lane Leskela
Research Director, Gartner G2
Topic : Delivering Superior Value to Corporate Customers

Mr. William Yeung
Director of Customers Division, Smartone Mobile Communications Ltd
Topic : Getting Closer to Customer Relationship Excellence: The SmarTone Way........

Mr. C F Lin, Director
Marketing Division, Fubon Financial Holding Company Limited
Topic : Creating Successful Direct Marketing: Use of direct media, business intelligence, timing, offers, customer contacts, future (Case Study)

Mr. Kevin C. P. Yeh
General Manager of Customer Service Department, Chinatrust Commercial Bank
Topic : Customer Satisfaction and Loyalty Management in a Competitive Financial Sector (Case Study)

Mr. Antonio Cheung
General Manager, Continuous Technologies International Ltd
Topic : Empowering your Customers with Multichannel Interactions

Mr. Peter Smith
General Manager, Information Technology Hong Kong CSL
Topic : Enabling effective Customer relationships - CSL's experience (Case Study)

Mr. Kevin Lodge
Head of Customer Services in Asia Pacific Society for Worldwide Interbank Financial Telecommunication (SWIFT)
Topic : Mission Critical Contact Center Where Failure Is Not an Option (FNAO)

Kerry Ching
Director, Head of Institutional Business INVESCO ASIA
Topic : Discussion Financial Services & Media Marketing

Mr. Larry Huang
Manager of eTrade & Customer Service Center Department, President Securities Corporation; Chief Training Consultant, Taiwan Call Center Development Association (TCCDA)
Topic : CRM Technology and Integration for Customer Value Creation in Business Operation

Mr. Chen-dong Guo
President, CTI Forum, China
Topic : Call Center Market Development and Strategic Applications in China

Mr. Deng-song Chiou
President, Taiwan Teleservices & Technologies Ltd, Taiwan Vice President, Taiwan Cellular Corporation Ltd
Topic : New Horizon of Call Center Outsourcing Services - Strategic Business Partner Management

Mr. Kevin Jiang
CRM Business Development Director, SAP China
Topic : Market Challenge > What's CRM > CRM solution in Brief > How to choose and implement CRM

Dr. David Yuan
CRM Director, Accenture China
Topic : Building and Retention of High Valued Customers in Call Center

Mr. P C Ting
General Manager, North Asia, Witness Systems
Topic : Listening to your Customers to Maximize the Customer Relationship

Ms. Rainbow Li
Senior Manager of Customer Service Hutchison Telecommunications Ltd
Topic : Customer Relationship Management: Value, Service and Execution at Customer Service Center (Case Study)

Mr. Stephen Wong
Division Manager, Sony Corporation (HK) Ltd
Topic : Total Customer Experience Management at SONY (Case Study)

Mr. Lewis Shum
Assistant Vice President – Business Development (China), PCCW Teleservices
Topic : "PCCW's Winning Practices on Telemarketing for Business Success" - sharing our 4R telemarketing practices

Agenda

Day 1 Agenda – 2 Jun 2003

Morning Session
Theme : XXX
Day 1
Morning Session		XXX
YYY
ZZZ
KKK
SSS
CEO Lunchon Forum and People Site Certificate Presentation
Theme : Transform XXXXXXX
Day 1
CEO Lunchon Forum		XXX
YYY
ZZZ
KKK
SSS
Afternoon Session
Expo Innovation Awards Presentation
CXO Forum : Corporate and Socail Sustainability XXXXXXXX
Day 1
Afternoon Session		XXX
YYY
ZZZ
KKK
SSS
End of day 1

Day 2 Agenda – 3 Jun 2003

Morning Session
Theme : XXX
Day 2
Morning Session		XXX
YYY
ZZZ
KKK
SSS
CEO Lunchon Forum and People Site Certificate Presentation
Theme : Transform XXXXXXX
Day 2
CEO Lunchon Forum		XXX
YYY
ZZZ
KKK
SSS
Afternoon Session
Expo Innovation Awards Presentation
CXO Forum : Corporate and Socail Sustainability XXXXXXXX
Day 2
Afternoon Session		XXX
YYY
ZZZ
KKK
SSS
End of day 2

Photo Gallery