APCSC Summit 2007

APCSC Customer Relationship Excellence & CSQS Summit 2007
Date:June 2007
Venue: Langham Hotel, Hong Kong




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 will be given from the CRE Awards Winners, 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 show case 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.

  •  Conference endorsed by APCSC
  •  Customer Retention and Experience Management by Marcus Evans, Shanghai, China
  •  Marketing Excellence Forum by Marcus Evans, Mumbai, India
  •  Customer Management Asia Congress 2006 by Marcus Evans, Kuala Lumpur, Malaysia
  •  CRM Analytics & Performance Measurement, Singapore
  •  10th International Conference on ISO 9000 & TQM, Shanghai, China
  •  Customer Contact World by Terriipinn, Hong Kong, Singapore, KL
  •  International Conference of ISO9000 and TQM, Thailand
  •  HelpDesk2000 Symposium, USA
  •  APCSC Customer Relationship Summit, Shanghai, China
  •  CRM Senior Executive Forum, Hong Kong, Taiwan
  •  Taiwan Call Center Development Association Conference, Taiwan
  •  Monitor and Measure Customer Satisfaction Conference by Asia Business Forum, Singapore
  •  CRM Telecom Conference by IIR, Hong Kong
  •  Asia Pacific Metering, Billing and CRM/CIS by Synergy, Shanghai, KL, Singapore
  •  Call Center Conference by Knowledge Group, KL
  •  CRM, Data Mining and Data Warehouse by Hong Kong ET Business College, Hong Kong
  •  Customer Service Management by Chinese University of Hong Kong, Hong Kong

SUMMIT THEMES

Sponsors & Supporting Organizations

Organizer

Supporting Organizations

 
Speakers & Panelists
Jason Chu
Chairman, Asia Pacific Customer Service Consortium
Topic: Achieving Customer Relationship Excellence: From Balanced Scorecard to Customer Service Quality Standard

Mr. Baniel Cheung
Strategic Planning Director, Integral Communications Limited
Topic: Building Customer Relationship Excellence Online

Dr. C. Harry Hui
Senior Lecturer, Department of Psychology, The University of Hong Kong
Topic: Application of psychological assessment for the management of customer service

Ms. Cally Chan
Country Manager, Outsourcing Services, HP Services, Technology Solution Group, Hewlett-Packard HK SAR Limited
Topic: The Way to Deliver Excellent Outsourcing Service to Achieve Win-Win-Win Situation

Mr. David Huang
CEO, Chain Sea Information Integration Co., Ltd
Topic: Call Center Technology Application and Customer Relationship Management

Ms. Daisy Lam
Operations Director, Octopus Cards Ltd.
Topic: Service Excellence through Quality Assurance

Mr. Duncan Wong
Customer & Systems Operations, Wharf T&T Ltd.
Topic: Creating Excellence in Business Process Outsourcing Service

Mr. Edward Hui
Director, Airfreight, Hong Kong and South China DHL Global Forwarding (Hong Kong) Limited
Topic: Creating a Global Winning Advantage for DHL Customers

Ms. Jeny Yeung
General Manager of Marketing & Station Business MTR Corporation Limited
Topic: Creating More Values for Customers - MTR's Experience

Dr. John Leung
Associate Professor, Department of Marketing, Faculty of Business, City University of Hong Kong
Topic: Creating Delightful Experiences: Five Sense Audit

Dr. Noel Siu
Associate Professor, Department of Marketing, School of Business, Hong Kong Baptist University
Topic: A study of International Buyer-Seller Long-term Relationships: The Case of Hong Kong

Mr. P.N. Ip
Chief Customer Services Engineer, The Hongkong Electric Co., Ltd.
Topic: Mission Critical Support to a World Class City

Ms. Sandra De Zoysa
Head of Customer Service & Contact Management, Dialog Telekom Ltd.
Topic: Service Excellence through Customer Centricity

Mr Thomas Mok
Director of Customer Relations Department, Hong Kong Broadband Network Ltd
Topic: Internal Customer Engagement Comes First

Dr. George Q. Huang
Associate Professor, Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong

Mr. W.F. Yuk
Assistant Director, Efficiency Unit, Government of HKSAR

Agenda

Day 1 Agenda – 2 Jun 2007

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 2007

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