APCSC Summit 2008

APCSC Customer Relationship Excellence & Customer Service Quality Standard Summit 2008
Date: 26-27 June 2008
Venue: Langham Place Hotel, Hong Kong




INTRODUCTION

As a cosmopolitan city with over 90% of GDP contributed by the services sector, Hong Kong is no doubt the best choice for organizing a Summit on Customer Relationship Excellence and Customer Service Quality Standard to enhance an International and Premium Brand Image. With the aim to enhance the city’s international reputation and elevate customer service standard, experts and market leaders from different industries in the region join together and participate the summit and witness the CRE Awards and Best-in-Class Winners announced in Hong Kong.

The APCSC Customer Relationship Excellence (CRE) and Customer Service Quality Standard (CSQS) 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.

Our speakers for CRE & CSQS Summit 2008:

  •  Mr. Jason Chu, Chairman of Asia Pacific Customer Service Consortium;
  •  Mr. Tatsumi Yamashita, CEO HDI-Japan(Help Desk Institute Japan)
  •  Mr. Ansson Chan, Regional Vice President, Call Center Operations, American International Group, Inc;
  •  Mr. Victor MOK, Senior Vice President (Greater China), DHL Global Forwarding
  •  Mr. WF Yuk, Assistant Director Efficiency Unit, HKSAR Government
  •  Dr. Geng Cui, Ph.D., Professor, Department of Marketing and International Business, Lingnan University
  •  Mr. Tom Mehrmann, Chief Executive Officer, Ocean Park Hong Kong
  •  Mr. Eric Chan, Vice President of KMDC; General Manager of Business Development and Planning, Hutchison Telecom
  •  Mr. So Tat-foon, Assistant Director (Support), Office of the Telecommunications Authority
  •  Dr. Ler Leong Tat, Principal Consultant, SIRIM Berhad, Malaysia
  •  Mr. Kapil Sharma, Head – Group Service Delivery Management, Dialog Telekom PLC, Sri Lanka
  •  Mr Eddie Ling, Manager, Customer Support, CPCNet Hong Kong Ltd.

 

CRE Award Dinner Speakers:-

  •  Mr. Neil Stevens, Head of North Asia, S.W.I.F.T. SCRL
  •  Mr. Stephen Ho, CEO, CPCNet Hong Kong Ltd.

 

SUMMIT THEMES

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

  • CRM and Integrated Service Excellence
  • Customer Service Quality Standard
  • CIS and BPO Service Excellence
  • Customer Driven Relationship Management
  • Mission Critical Support
Sponsors & Supporting Organizations

Conjunction with the CRE Awards and CSQS

Summit Sponsors

Printing Sponsor

Endorsers & Supporting Organization

Media Partners

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

Mr. Tatsumi Yamashita
CEO, HDI-Japan(Help Desk Institute Japan)

Mr. Ansson Chan
Regional Vice President, Call Center Operations, American International Group, Inc;
Topic: Measuring Call Centers of 21st Century in Business Focused Perspectives

Mr. Victor Mok
Senior Vice President (Greater China), DHL Global Forwarding
Topic: Knowing Your Customer: Identifying and Responding to Customer Needs Ahead of Competition

Mr. WF Yuk
Assistant Director Efficiency Unit, HKSAR Government
Topic: Promoting Regulatory Efficiency Through Service Excellency

Dr. Geng Cui
Ph.D., Professor, Department of Marketing and International Business, Lingnan University
Topic: Data Mining for Optimizing and Improving CRM: Implications for China Consumer Market

Mr. Tom Mehrmann
Chief Executive Officer, Ocean Park Hong Kong
Topic: Adapting to a Dynamic and Competitive Global Environment

Mr. Eric Chan
Vice President of KMDC; General Manager of Business Development and Planning, Hutchison Telecom
Topic: Applying Knowledge Management to Drive Business Results

Mr. So Tat-foon
Assistant Director (Support),Office of the Telecommunications Authority
Topic: Regulations on Unsolicited Electronic Messages

Dr. Ler Leong Tat
Principal Consultant, SIRIM Berhad, Malaysia
Topic: Auditing and Enhancing Service Standard and Productivity

Mr. Kapil Sharma
Head - Group Service Delivery Management, Dialog Telekom PLC, Sri Lanka
Topic: Customer Driven Service Standard with Customer Knowledge Management

Mr Eddie Ling
Manager, Customer Support, CPCNet Hong Kong Ltd.
Topic: Offering True Control and Transparency Service for Customer Relationship Excellence

Mr. Neil Stevens
Head of North Asia, S.W.I.F.T. SCRL

Mr. Stephen Ho
CEO, CPCNet Hong Kong Ltd.

Agenda

Please download the Summit Brochure from HERE

Photo Gallery