CRE & CSQS Roundtable and
CRE & CSQS Leadership Summit
CRE & CSQS Leadership Summit
APCSC Summit 2019
International Customer Relationship Excellence (CRE) &
Customer Service Quality Standard (CSQS) Leadership Summit 2019
Theme:
Game Changers: Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy
Seize the Greater Bay Area and The Belt and Road Strategic Growth Opportunities
Date：20 - 21 June
Venue: Crowne Plaza Hong Kong Kowloon East, Hong Kong
INTRODUCTION
International CRE and CSQS Leadership Summit to be held in cosmopolitan Hong Kong on 20-21 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 2019 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 six sessions at the Conference:
- Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value
- Game Changers: Digital Leadership, Transformation & Mobility
- Game Changers: Big Data, CRE Index & Loyalty Ecosystem
- Game Changers: A.I. & Onmi-Channel New Experience Economy – Strategic Growth Opportunities in Belt & Road
- Game Changers: International CRE Leadership, Next Generation Engagement
- Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy – Strategic Growth Opportunities in the Greater Bay Area
Media & Newspaper Coverage
Sponsors & Supporting Organizations
International Platinum Sponsor
International Silver Sponsor
CRE Awards Dinner Sponsor
Supporting Organizations
Media Partners
Organizer
Speakers & Panelists
Jason Chu
Chairman
Asia Pacific Customer Service Consortium
Chairman
Asia Pacific Customer Service Consortium
Topic: Game Changers, Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy
Edward Bell
General Manager, Brand, Insights and Marketing Communications
Cathay Pacific Airways Limited
General Manager, Brand, Insights and Marketing Communications
Cathay Pacific Airways Limited
Topic: Enhancing the customer journey with technology
Tatsumi Yamashita
Founder & CEO
HDI – Japan
Founder & CEO
HDI – Japan
Topic: Contact Center Benchmarking and Knowledge-Centered Service
Jaiporn Srisakul
Managing Director
Advanced Contact Center Co., Ltd., Thailand
Managing Director
Advanced Contact Center Co., Ltd., Thailand
Topic: Game Changer: Full Service Digitization by AI chatbot
Robert Elliott
CEO & GM
Manulife (Cambodia) Plc.
CEO & GM
Manulife (Cambodia) Plc.
Topic: Achieving Brand, CSR and Customer Engagement Excellence in Cambodia
Dave Giblin
Head of Strategic Business Consulting
Asia, Genesys
Head of Strategic Business Consulting
Asia, Genesys
Topic: What is customer experience AI, and why does it matter?
Aps Chikhalikar
Chief Innovation Officer, APJ
ServiceNow
Chief Innovation Officer, APJ
ServiceNow
Topic: Customer Service Management: The Final Battleground - How to keep Customers for life!
Basker Rangachari
Marketing Director (CMO)
VPBank Finance Company Limited (FE Credit)
Marketing Director (CMO)
VPBank Finance Company Limited (FE Credit)
Topic: Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints
Sudesh Thevasenabathy
Head of Customer Care Management
AXA Hong Kong & Macau
Head of Customer Care Management
AXA Hong Kong & Macau
Topic: Maintaining the Personal Touch - How humans and machines co-exist
Prof. Fugee Tsung
Department of Industrial Engineering and Decision Analytics
The Hong Kong University of Science and Technology
Department of Industrial Engineering and Decision Analytics
The Hong Kong University of Science and Technology
Topic: The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion
Bruce Lam
Chief Marketing Officer
CSL Mobile Limited
Chief Marketing Officer
CSL Mobile Limited
Topic: Online innovation & transformation
Claire Stern
Senior Manager
Website & e-Commerce
AXA China Region Insurance Company Limited
Senior Manager
Website & e-Commerce
AXA China Region Insurance Company Limited
Topic: Driving Business with Innovative eCommerce Solutions
Mike Mi
Deputy General Manager
National Center for Open & Distance Education
Deputy General Manager
National Center for Open & Distance Education
Topic: AI enhances Customer Experience - the Application of New Technologies in Online Education
Annie Leung
General Manager
Customer Experience Development
MTR Corporation Limited
General Manager
Customer Experience Development
MTR Corporation Limited
Topic: “Smart Mobility” to Enhance Customer Satisfaction
Shen Bo
Deputy General Manager
Information Service Center
China Telecom Co., Ltd.., Guangzhou Branch
Deputy General Manager
Information Service Center
China Telecom Co., Ltd.., Guangzhou Branch
Topic: Rethinking the Development of Call Centers in the New Era~ Taking the Government Call Center as an Example
Gina Wong
Chief Executive Office
Make The Right Call
Chief Executive Office
Make The Right Call
360° Customer Service + 360° Customer Excellence = "Awesome Service"
YongQiang Fu
President
TCL Sharing Appliance
President
TCL Sharing Appliance
Topic: Sharing IoT to lead Smart Life
Anna Sun
CEO
Welsend Business Group
CEO
Welsend Business Group
Vincent Qiu
Chief Property Manager
Jones Lang LaSalle
South China PAM
Chief Property Manager
Jones Lang LaSalle
South China PAM
Dr. Alexander Chan
Founder, Principal Consultant
Brainy Alliance International Management Consulting Limited
Founder, Principal Consultant
Brainy Alliance International Management Consulting Limited
Topic: Latest Digital CX Innovations
Dr. Patrick Liew
Executive Chairman
GEX Ventures
Executive Chairman
GEX Ventures
Jamieson Bryan
Managing Partner
Infosys Consulting Pte Ltd
Managing Partner
Infosys Consulting Pte Ltd
Agenda
Day 1 Agenda – 20 June 2019
| Morning Session Theme : Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value |
|
|---|---|
| Day 1 Morning Session | Registration and Networking Morning Coffee |
| Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
|
| Mr. Sudesh Thevasenabathy, Head of Customer Care Management, AXA Hong Kong and Macau Topic: Maintaining the Personal Touch - How Humans and Machines Co-exist |
|
| Mr. Aps Chikhalikar, Chief Innovation Officer, APJ, ServiceNow Topic: Customer Service Management: The final battleground – how to keep customers for life! |
|
| Mr. Dave Giblin, Head of Strategic Business Consulting, Asia, Genesys Topic: What is customer experience AI, and why does it matter? |
|
| Mr. Edward Bell, General Manager, Brand, Insights and Marketing Communications, Cathay Pacific Airways Limited Topic: Enhancing the customer journey with technology |
|
| CEO Luncheon Forum | CXO Luncheon Forum Sponsored by ServiceNow (by Invitation) |
|
|---|---|---|
| Day 1 CEO Luncheon Forum | Networking Tea Break | Mr. Aps Chikhalikar, Chief Innovation Officer, APJ, ServiceNow Topic: How Customer Service Management drive top line outcomes, increase productivity, and improve customer & employee experience Prof. Fugee Tsung, Department of Industrial Engineering and Decision Analytics, The Hong Kong University of Science and Technology Topic: The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion Prof. Lei Chen, Acting Director of HKUST Big Data Institute, Department of Computer Science and Engineering, Hong Kong University of Science and Technology Topic: Big Data Mining on Social Media for Consumer Sentiment Analytic |
| Panel Discussion: Game Changers: InnoTech, A.I. Ecosystem & CX Brand Value Moderator: Mr. Sudesh Thevasenabathy Head of Customer Care Management, AXA Hong Kong and Macau |
||
| Networking Luncheon | ||
| Afternoon Session Game Changers: Digital Leadership, Transformation & Mobility |
|
|---|---|
| Day 1 Afternoon Session | Ms. Annie Leung, General Manager - Customer Experience Development, MTR Corporation Limited Topic: “Smart Mobility” to Enhance Customer Satisfaction |
| Ms. Claire Stern, Senior Manager, Website & e-Commerce, AXA China Region Insurance Company Limited Topic: Driving Business with Innovative eCommerce Solutions |
|
| Networking Tea Break | |
| Dr. Alex Chan, Founder, Principal Consultant, Brainy Alliance International Management Consulting Limited Topic: Latest Digital CX Innovations |
|
| CXO Forum: Game Changers: Digital Leadership, Transformation & Mobility | |
| Evaluation Form & Lucky Draw | |
Day 2 Agenda – 21 June 2019
| Morning Session Game Changers: A.I. & Onmi-Channel New Experience Economy - Strategic Growth Opportunities in Belt & Road |
|
|---|---|
| Day 2 Morning Session | Registration & Networking Morning Coffee |
| Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
|
| Ms. Jaiporn Srisakul, Managing Director, Advanced Contact Center Co., Ltd., Thailand Topic: Game Changer: Full Service Digitization by AI chatbot |
|
| Mr. Basker Rangachari, Marketing Director (CMO), FE Credit Topic: Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints |
|
| Mr. Mike Mi, Deputy General Manager, National Center for Open & Distance Education Topic: AI enhances Customer Experience - the Application of New Technologies in Online Education |
|
| Networking Tea Break | |
| CEO Luncheon Forum Game Changers: International CRE Leadership, Next Generation Engagement People Site Certification, CSQS Certification, and CRE Innovation Expo Awards Presentation |
|
|---|---|
| Day 2 CEO Luncheon Forum | Mr. Tatsumi Yamashita, Founder & CEO, Help Desk Institute, Japan Topic: Contact Center Benchmarking and Knowledge-Centered Service |
| People Site Certification, CSQS Certification, CRE Innovation Expo Awards Presentation and Networking Luncheon |
|
| Mr. Robert Elliott, CEO & General Manager, Manulife (Cambodia) Plc. Topic: Achieving Brand, CSR and Customer Engagement Excellence in Cambodia |
|
| CEO Forum: Game Changers: International CRE Leadership, Next Generation Engagement | |
| Afternoon Session Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy – Strategic Growth Opportunities in the Greater Bay Area |
|
|---|---|
| Day 2 Afternoon Session | Mr. Bruce Lam, Chief Marketing Officer, CSL Mobile Limited Topic: Online Innovation & Transformation |
| Ms. Gina Wong, Founder & CEO, Make The Right Call Topic: 360° Customer Service + 360° Customer Excellence = "Awesome Service" |
|
| Networking Tea Break | |
| Mr. Yongqiang Fu, President, TCL Sharing Appliance Topic: Sharing IoT to lead Smart Life |
|
| Mr. Shen Bo, Deputy GM, Information Service Center, China Telecom Corporation Limited Guangzhou Branch Topic: Rethinking the Development of Call Centers in the New Era~ Taking the Government Call Center as an Example |
|
| CXO Forum: Game Changers: Mobile 5G, AI, IoT, BPO & Sharing Economy - Strategic Growth Opportunities in the Greater Bay Area | |
| Evaluation Form & Lucky Draw | |
Photo Gallery
