APCSC Summit 2011

Customer Relationship Excellence (CRE)&
Customer Service Quality Standard (CSQS) Leadership Summit 2011
Date:8-9 June 2011
Venue: Langham Place Hotel, Hong Kong


CRE and CSQS Leadership Summit 2011 to be held in cosmopolitan Hong Kong on 8-9 June 2011 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 2011 is an invaluable OPPORTUNITY for you to achieve these business goals!


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

  • Customer Relationship Excellence Leadership in Changing Business World
  • Public Service and Innovation Service Excellence
  • CSR, Environmental and Human Capital Management Leadership
  • Customer Loyalty and Customer Experience Management
  • Customer Service Knowledge Management and Customer Service Quality Standard
  • Social Media Network for Marketing, Customer Service and Support Best Practices
Sponsors & Supporting Organizations


Leadership Summit Sponsors

CRE Awards Dinner Sponsors

Supporting Organizations


Media Partners

Speakers & Panelists
Jason Chu
Chairman, Asia Pacific Customer Service Consortium
Topic: Strategic Customer Relationship Excellence in Changing Business World

Charles Mok
Chairman, Internet Society Hong Kong
Topic: Social Media CRM and Digital Marketing in the New Era

Tom Mehrmann
Chief Executive, Ocean Park Hong Kong
Topic: Best Practices in CSR and Environmental Protection Leadership

Ken Lee
Managing Director, DHL Express Hong Kong
Topic: Human Capital Management, Motivation and Performance Management for the Post 80s and 90s Young Generation

Brett Whitford
Executive Director, Customer Service Institute of Australia
Topic: Building Lifetime Customers in a Demanding and Challenging Competitive Environment

Basker Rangachari
CMO, Consumer Banking Standard Chartered Bank Hong Kong
Topic: Building a Sustainable Loyalty Program to Improve Business Performance

Jackal Ma
Managing Director, Aspect Software Ltd.
Topic: Business, Service, Quality, and People Development Excellence with Balanced Scorecard KM

Francis Fong
Founding Chairman, HKAIM
Topic: Customer 2.0 via Social Media

Kuo-Yen Wei
Chairperson, RDEC of Taipei City Government
Topic: Transforming the Government Public Services with Innovation: Case Study in Taipei

Raymond Choi
Chief Customer Services Engineer, The Hong Kong Electric Co., Ltd.
Topic: Public Service and Innovation Service Excellence

Xu Jian
General Manager, YNet.com
Topic: Customer Relationship in New Internet Ecology

Gregory Au Yeung
CIO, Partner VantAsia
Topic: Realizing the great potential financial IT Resources in Greater China

Meg Lee
General Manager, SINA Hong Kong
Topic: SINA Weibo – Revolutionary Channel of Communications

Dai Li Liao
Vice Chairlady and Chief Secretary, Shenzhen Contact Center Association
Topic: Exploring the Refinement of Telemarketing Performance Management: Case Study of China Telecom

Beau Crawford
CRM Lead, Accenture
Topic: Social CRM: Reacting to evolving customer footprint

Olivier Njamfa
President & CEO, Eptica, UK
Topic: Taming the Beast – Is Social Media Creating a Customer Relationship Monster?

Xi Zhao
Founder, CCMWorld Group Beijing
Topic: Latest Research on Customer Management and Industry Development of Call Center in Mainland China


Please download the Summit Brochure from HERE

Photo Gallery