APCSC Summit 2012

Customer Relationship Excellence (CRE)&
Customer Service Quality Standard (CSQS) Leadership Summit 2012
Date:13-14 June 2012
Venue: Langham Place Hotel, Hong Kong
Theme: Discovering CRE Innovation & Integration Meeting Future Customer Demand Today


CRE and CSQS Leadership Summit 2012 to be held in cosmopolitan Hong Kong on 13-14 June 2012 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 2012 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:

  • Discovering CRE Innovation & Integration
  • Meeting Future Customer Demand Today
Sponsors & Supporting Organizations


Silver Sponsor

Bronze Sponsor

Dinner Ceremony Sponsor

Summit Exhibitor

Supporting Organizations

Media Partners

Speakers & Panelists
Jason Chu
Chairman, Asia Pacific Customer Service Consortium
Topic: Discovering CRE Innovation & Integration|Meeting Future Customer Demand Today

Tatsumi Yamashita
CEO, Help Desk Institute Japan
Topic: Future Online/Offline Service Evolution and Implication from Japan Benchmarking Study Report

Stephen Wong
Director & GM Asia Miles Limited of Cathay Pacific Airways
Topic: Global CRM & Customer Loyalty Management Innovation & Integration

Agnes Mak
Executive Director, Hong Kong Productivity Council
Topic: Innovation and Integration of Knowledge Management for Productivity Enhancement

Mark Liu
e-commerce Director, Yahoo! Hong Kong
Topic: Yahoo! Innovation Experience: Listen to the needs of Customers and Merchants

Charles Mok
Chairman, Internet Society Hong Kong
Topic: The new era of CRM: Social Media and Mobile Platform

Olivier Njamfa
President & CEO, Eptica United Kingdom
Topic: One Knowledgebase, any channel, anywhere: ‘the Holy Grail of successful multichannel service’

Mike Mi
Founder, China Call Center & CRM Association
Topic: Talent Strategy in Contact Center & BPO Business

Daniel Yen
CEO & Founder, Digital Marketing ROI Pte Ltd
Topic: Virtualizing Business Development & Customer Service

Roger Yu
Partner-Management Consulting Greater China Accenture
Topic: Make Your Company Think Like a Customer

Lee Kuan-Eu
Vice President, Digital Marketing RHB Investment Bank Berhad

Gu Xiaofeng
Operation Director, China Pacific Life Insurance Co., Ltd.
Topic: The Application of Innovation in Insurance Value Chain

Shirley Yeung
Director, Customer Relationship Management CSL Limited
Topic: People Engagement is what allow us to succeed

Xu Ziying
General Manager, Direct Banking Center of China Merchants Bank Co., Ltd.
Topic: Pioneering in the Direct Service Era and Advancing the Air Banking Development

Malou Caluza
Chief Network Services, QNet Limited
Topic: Unifying Different Cultures and Delivering World-Class Customer Service at the Touch of Your Fingertips

Koert Breebaart
Senior Principal Value Engineering, SAP Asia Pte Ltd
Topic: 5 Stepping Stones to Customer Centricity

Thomas Tong
Founder, Dr Thomas Tong Professional Services Limited

David Jacques
Founder & Principal Consultant Customer input Limited

Sebastien Balestas
Director, Avazu DSP International Business Development

Charlie Pownall
Communications Consultant

Francesco Furnari
CEO, Clarity International

Derek Tan
Research Director, Ipsos Hong Kong


Please download the Summit Brochure from HERE

Photo Gallery