APCSC Summit 2010

Customer Relationship Excellence (CRE)&
Customer Service Quality Standard (CSQS) Leadership Summit 2010
Date:1-2 June 2010
Venue: Langham Hotel, Hong Kong




INTRODUCTION

CRE and CSQS Leadership Summit 2010 was held in cosmopolitan Hong Kong on 1-2 June 2010 provided 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 2011 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 seven sessions at the Conference:

  • CRM and Integrated Service Excellence
  • Customer Service Quality Standard
  • Public Service and Innovation Service Excellence
  • Customer Driven Relationship Management
  • IT Service and Mission Critical Support
  • Service Quality & Customer Experience Management
  • Customer Service Knowledge Management
Sponsors & Supporting Organizations

Organizer

Gold Sponsor

Silver Sponsor

亞太傑出顧客關係服務獎頒獎典禮贊助商

Supporting Organizations

官方新聞發行者

Media Partners

印刷贊助

 
Speakers & Panelists
Jason Chu
Chairman, Asia Pacific Customer Service Consortium
Topic: Creating High ROI on Customer Business Performance with CRE Best Practices & CSQS Strategy

Olivier Njamfa
President & CEO, Eptica France
Topic: Technology and Service Innovation for Customer Relationship Excellence

Roger Yu
Partner-Management, Consulting, Accenture Greater China
Topic: Bringing Science to Selling

David Huang
GM, Chain Sea Information Integration Co., Ltd
Topic: World Class City with World Class Citizen Contact Center Operation and Management – Taipei Citizen Hotline 1999 Case Study

Tatsumi Yamashita
CEO, Help Desk Institute Japan
Topic: Ask your customer how to improve your customer service -Study from 700 customer service benchmarking 'Support Center Michelin'

Ms. Lau Ka Shi
Managing Director & CEO, Bank Consortium Trust Company Limited
Topic: Total Customer Experience and Service Excellence

Ms. Gwen Wang
CS Director, DHL-Sinotrans International Air Courier Ltd.
Topic: Your Staff- Key to Success of Customer Service Excellence

Mr. Johnny Chan
Director and Guest Services, Hong Kong Disneyland
Topic: Motivating and Satisfying Your Staff and Customers

Mr. Patrick Lee
Managing Director, Crown Motors Limited
Topic: How to Build a System to Create Ultimate Customer Experience

Ms. Mimi Fu
Training & Development Manager, Ocean Park
Topic: At Ocean Park, we call it "Total Guest Experiences"

Ms. Julie Chow
Director, Quality Health Care Asia Ltd
Topic: Integrated Knowledge Management for Higher Customer and Employee Satisfaction

Mr. Micheal Liang
Vice President, KMDC
Topic: Leveraging on Customer Knowledge Management for Company Growth

Mr. S.K. Kung
Head of Customer Supplies Section, Transmission & Distribution, The Hong Kong Electric
Topic: Achieving service excellence in electricity supply industry

Ms. Liao Dai Li
Senior Manager of Customer Service Department, China Telecom
Topic: Service and Operation of the Government Hotline

Ms. Joanne Ng
Vice President, The RHB Banking Group Malaysia

Mr. Xu Jian
CEO, YNET, China
Topic: 互聯網環境下的客戶關係

Mr. Stuart Harrison
Chief Executive Officer, AXA China Region Insurance Company Limited

Mr. Samuel Lau
General Manager, Kerry Logistics (HK)
Topic: "Creativity" brings Customer Service Excellence

Agenda

Please download the Summit Brochure from HERE

Photo Gallery