APCSC Summit 2016

International Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Leadership Summit 2016
Date:2-3 June 2016
Venue: Crowne Plaza Hong Kong Kowloon East, Hong Kong
Theme: Innovation Customer Experience Strengthen Future CRE Consumer Loyalty


International CRE and CSQS Leadership Summit to be held in cosmopolitan Hong Kong o2-3 June 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 2016 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:

  • Successful Engagement to Innovate and Strengthen Loyalty and CRE Leadership
Sponsors & Supporting Organizations

Media Partners

Supporting Organizations

CRE Awards Dinner Sponsor

International Bronze Sponsor

International Gold Sponsor


Speakers & Panelists
Jason Chu
Chairman Asia Pacific Customer Service Consortium
Topic: Innovation Customer Experience Strengthen Future CRE Consumer Loyalty

Joy Cañeba
Chief Executive Officer, Philippines AirAsia
Topic: CRE Leadership & Service Innovation in Airlines Industry

Olivier Njamfa
President & CEO, Eptica, UK
Topic: Transforming Customer Engagement with the Use of Linguistics

Tatsumi Yamashita
Chairman, CEO, Help Desk Institute Japan
Topic: Trend and Expectation of Support Industry in Japan

Tom Mehrmann
Chief Executive, Ocean Park
Topic: Sustainable Leadership: Aspirations to Expectations

Honorable Joseph Lee
Legislative Councilor (Health Services), HKSAR Government
Topic: Could Healthcare CRM Optimize Patient Satisfaction and Safety?

Stanley Kan
Director, Service Delivery, Hong Kong Airlines Limited
Topic: Hong Kong Airlines Service Innovation and Best Practices

Jack chan
General Manager, The Specialist Consortium Ltd.
Topic: Finally, Tele-medicine that works!

Elaine Chan
Chief Health Officer, Zurich Insurance
Topic: Your employees is your customers

Sudesh Thevasenabathy
Head of Customer Experience , AXA Hong Kong
Topic: Customer Centric Culture – Enabling Change from Within

Leo Zhang
Operation Director, AIA Beijing
Topic: We do care what you care about

Gwen Wang
CS Vice President, DHL-Sinotrans, China
Topic: Being Insanely Customer Centric

Alex Pang
Director, Digital Commerce FWD Life Insurance Company (Bermuda) Limited
Topic: Web Traffic Source and Web Analytics

Mark Devadason
Former Group Head of Sustainability, Standard Chartered Bank
Topic: Why corporate sustainability matters and strategies for leadership through social purpose

Alexander Chan
Senior Programme Director, HKU SPACE
Topic: Digital Leadership

Samuel Yuan
Assistant GM, Far EasTone Telecommunications, Taipei
Topic: Service from the Heart

Ms. Randy Lai
Managing Director, McDonald's Restaurants (Hong Kong) Limited
Topic: Uplifting Customer Experience Through Innovation Excellence

Mr. Troy Barnes
Head of Customer Experience, AIA Bhd.
Topic: AIA Bhd.'s Customer Experience Management Strategy

Frank Liu
Lenovo Clustering Users Service Director, Lenovo Services
Topic: Application of User Feedback Mechanism in Lenovo Services


Please download the Summit Brochure from HERE

Photo Gallery