APCSC Summit 2017

International Customer Relationship Excellence (CRE) &
Customer Service Quality Standard (CSQS) Leadership Summit 2017
Theme: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index
Date:15-16 June 2017
Venue: Crowne Plaza Hong Kong Kowloon East, Hong Kong


International CRE and CSQS Leadership Summit to be held in cosmopolitan Hong Kong on 15-16 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 2017 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:

  • Develop Future Competitive Edge in the Omnichannel Age
  • Asian Service Culture and Customer Experience Innovation
  • Big Data and Social Media Strategies for Sustainable Growth
  • Internet+ and Innovation to Uplift Loyalty
  • CRE Leadership and CSR Engagement Best Practices
  • Effective Service Delivery and Innovative Solutions for Mass Public
Sponsors & Supporting Organizations

Media Partners

Supporting Organizations

HK International Innovation Expo Sponsor

CRE Awards Dinner Sponsor

International CEO Luncheon Sponsor

International Gold Sponsor


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

Michelle Shiers
Chief Customer Service Officer, Telstra
Topic: Cutting through the Asian Service Culture

Robert Elliott
CEO & General Manager, Manulife Cambodia
Topic: Achieving CSR and Customer Engagement Excellence in Cambodia

Bertrand Gonnet
General Manager, Celki VitalAire

Troy Barnes
Chief Customer Experience Officer, AIA Bhd.

Tatsumi Yamashita
CEO, HDI – Japan
Topic: Customer Experience Management Trend and Contact Center Benchmarking

Sudesh Thevasenabathy
Head of Customer Experience, AXA Hong Kong
Topic: Strategic Steps to Achieve Customer Relationship and Experience Excellence in Insurance Industry

S.T. Chan
Senior Manager (Customer Supplies), The Hongkong Electric Co., Ltd.
Topic: CRE Leadership & Service Innovation in Public Utility

Samuel Yuan
Vice President – Channel Operation Management and Convergence Product, Far EasTone Telecommunications Co., Ltd
Topic: Service from the Heart

Sasha Agafonoff
Principal Consultant, North Asia, Nuance Communications
Topic: Securing the Future – Biometrics in the Age of Omnichannel Customer Service

Daisy He
SME Online Service Senior Manager, Lenovo Services, Beijing, China
Topic: Implementation and Innovation drive Corporate Internet+ Development and Integration

Sunny Cheng
Director, Head of Financial Controlling, DHL Express (Hong Kong) Limited
Topic: Strategies and Leadership to be Sustainable International Service Destination

Grace Zhao
CEO, Grand Media
Topic: Utilizing Social Media to create Customer Service Excellence

Maggie Zhang
General Manager, Regus Business Service (Shenzhen)

Mike Zhan
Customer Service and Support Director, Asia Pacific Energy Recovery Inc.

Wang Yan
Overseas Service Technical Director, Haier Overseas Electric Appliances Corp. Ltd

Mukesh Pilania
Transversal Customer Experience Lead, AXA China Region Insurance Co Ltd
Topic: Uplifting Customer Experience Through Innovation Excellence

Joseph Toh
Founder, Digital Billions Pte Ltd

Veronique Liu
Operation Director, Teleperformance China

Daisy Lam
President, The Institute of Crisis and Risk Management

Clement Lo
Chief Information Officer, BCT Financial Limited
Topic: Best Practices on Big Data Platform for Better Customer Experience

Alexander Chan
Senior Programme Director / College Principal Lecturer, HKU SPACE Executive Academy


Please download the Summit Brochure from HERE

Photo Gallery