Customer Relationship Excellence Awards

Chairman's Introduction

Welcome to the 17th annual International Customer Relationship Excellence Awards (CRE Awards).

The Customer Relationship Excellent (CRE) Awards has recognized many industry leaders and professionals for their customer centric service innovation. The participants have come from more international cities and business sectors in both corporate and individual categories, all demonstrating their business successes, best practices and leadership on CRE.

In 2018, APCSC celebrated her 20th anniversary in promoting customer relationship excellence in the Asia Pacific region, APCSC is very proud to witness how CRE Awards winners continue to bring new service levels, quality standards and benchmarks to shape the future directions of business practices in making Asia Pacific a better place to live and do business!

The Customer Service Quality Standard (CSQS) is the fundamental model for CRE Awards judging criteria, the participants have learned greatly from the best practices and world class standards to better prepare for the CRE Awards assessment and benchmarking process. The CSQS is instrumental in improving customer oriented corporate governance and balanced scorecard managing stakeholders of the award participants and further recognizing the CRE Awards winners. It is highly recommended that all CRE Awards participating companies attend the Certified Analyst and Auditor (CCSA) global certification program and implement the CSQS to meet and exceed the CRE Awards assessment criteria.

Through the prestigious CRE Awards, Asia Pacific business leaders are able to share experiences and learn from one another amongst the World-Class CRE leaders and achieve the goal of market leadership and gain international recognitions.

On behalf of the Asia Pacific Customer Service Consortium, I wish you business success and Customer Relationship Excellence!

Jason Chu

Chairman of Asia Pacific Customer Service Consortium

2017 Customer Relationship Excellence (CRE) Awards Corporate and Individual Winners Group Photo

International Media Partners and Supporting Organizations:

AIA Bhd.

Best Customer Experience Management of the Year 2017 (Insurance – South Asia)

Contact Center of the Year 2017 (Insurance South Asia – Under 200 Seats)

Customer Service Center of the Year 2017 (Insurance)

Customer Satisfaction Quality System of the Year 2017 (Insurance – South Asia)

People Development Program of the Year 2017 (Insurance)

Innovative Technology of the Year 2017 (Insurance)

Manulife (Cambodia) PLC

Corporate Social Responsibility Leadership of the Year 2017

Best Corporate Brand of the Year 2017 (Insurance)

Customer Engagement Program of the Year 2017 (Insurance)

CEO of the Year 2017 (Insurance)

DHL Express Singapore

Employee Engagement Program of the Year 2017 (Logistics – South Asia)

Contact Center of the Year 2017

(Logistics – Under 100 Seats)

Customer Satisfaction Quality System of the Year 2017 (Logistics – ASEAN)

2017 Customer Relationship Excellence Winner Statement:

“It is a great honour for AIA Bhd. to yet again be recognized by the APCSC for our customer experience excellence. These 6 awards are a testament of our leaders’ strong and unwavering customer focus, our organization’s constant emphasis on staff development and empowerment, our culture of continuously seeking out new and innovative ways to create memorable experiences for our customers, and most importantly; our wonderful crew led by our amazing management team, who have embraced the customer centric mindset whole heartedly. Thank you APCSC for acknowledging us, and providing a platform where we can all share and showcase our passion for customers.”

Mr. Ng Jit Seng,

Chief Customer Experience Officer

AIA Bhd.

“At Manulife, our mission is to help people make their decisions easier and lives better. We have set out a clear commitment to help build a better financial future for Cambodian families and at the same time uplifting the community that we are in. We are honored to receive 3 international awards. The ‘Customer Engagement Programme’ represents the tireless efforts of our staff and sales force to help provide much needed financial protection products and services to our customers. The ‘CSR Leadership’ represents our continuous commitment to support the local communities through our sponsorship and CSR programmes. The ‘Best Corporate Brand’ reflects a great milestone that we have achieved in building our brand as well as the public awareness towards life insurance industry in Cambodia. The awards will further encourage us to continue to be a customer-centric organization and to invest in programmes that address broader social needs. I personally also would like to thank APCSC for awarding me “CEO of the Year” in the Insurance Category. I am very pleased, honored and humbled to accept this award. I also want to thank my team for their commitment in building the business in the new market and making it one of the most successful ones today in Cambodia.”

Mr. Robert Elliott

CEO and General Manager

Manulife (Cambodia) PLC

“Firstly, congratulations to APCSC for celebrating its 20th Anniversary – this is 20 years of providing one of the best platforms for industry leaders to share knowledge and to recognize excellence in customer service. We are extremely honoured to have received the awards this year as we believe that this is a strong affirmation that we are delivering best-in-class customer relationship excellence. Digitalization is the current buzzword on everyone’s minds; and we are no exception as we are finding new ways to ‘wow’ our customers by providing convenient yet innovative services while maintaining our Insanely Customer Centric Culture. Our Customers and our People remain at the heart of our business as we work towards our goal of being the Provider of Choice and the Employer of Choice.”

Mr. Nizam Md Agil,

Vice President of Customer Service

DHL Express Singapore