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Day 1 September 9, 2003 | Day 2 September 10, 2003 2002 CRE Award Dinner Ceremony (September 9, 2003 - Evening) Post Conference Training: Certified CRM Director (CRMD) (September 11-12, 2003) Post Conference Training: Certified Call Center Manager (CCCM) (September 11-12, 2003)

Day One September 9, 2003 (Tuesday) 　 　 Conference Registration & Morning Tea 　 Summit Opening from Co-Chair Jason Chu, Chairman, Asia Pacific Customer Service Consortium Chen-dong Guo, President, CTI Forum 　 How to Achieve Customer Relationship Excellence Jason Chu, Chairman, Asia Pacific Customer Service Consortium 　 Listening to Your Customers to Maximize Customer Relationship Nigel Hewett, Senior Vice President, Witness Systems 　 Tea Break 　 Market Challenge > > How to choose and implement CRM solution effectively? Kevin Jiang, CRM Business Development Director, SAP China 　 Empowering your Customers with Multichannel Interactions Antonio Cheung, General Manager, Continuous Technologies International Ltd 　 Luncheon Breakout Sessions 　 Session 1A: English   Session 1B: Mandarin 　 Delivering Superior Value to Corporate Customers Lane Leskela, Research Director Gartner G2 CRE Winner Customer Satisfaction and Loyalty Management in a Competitive Financial Sector (Case Study) Kevin Yeh, General Manager Chinatrust Commercial Bank 　 Mission Critical Contact Center Where Failure Is Not an Option (FNAO) Kevin Lodge, Head of Customer Service, Asia Pacific, S.W.I.F.T. s.c.r.l.   Building and Retention of High Valued Customers Using Call Center Dr. David Yuan, Director, Accenture China CRE Winner Building Sticky Relationship with Clients – The INVESCO’s experience (Case Study) Kerry Ching, Director & Head of Institutional Business INVESCO Asia Limited   Creating Successful Direct Marketing: use of direct media, business intelligence, timing, offers, customer contacts, future (Case Study) C F Lin, Director – Marketing Division Fubon Financial Holding Company Limited 　 Tea Break Ball Room Presentations   RoundTable Panel Discussion: Financial Services & Media Marketing ·        Kevin Yeh, General Manager, Chinatrust Commercial Bank ·        Kerry Ching, Director & Head of Institutional Business, INVESCO Asia Limited ·        C F Lin, Director – Marketing Division, Fubon Financial Holding Company Limited ·        Lane Leskela, Research Director, Gartner G2 End of Day One

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Day Two September 10, 2003 (Wednesday) 　   CRE Winner Getting Closer to Customer Relationship Excellence: The SmarTone Way… (Case Study) ·        William Yeung, Director of Customers Division, SmarTone Mobile Communications Limited   CRM Technology and Integration for Customer Value Creation in Business Operation ·       Larry Huang, Manager of eTrade & Customer Service Center Department, President Securities Corporation                         Chief Training Consultant, Taiwan Call Center Development Association (TCCDA)   Tea Break   RoundTable Panel Discussion: CRM and Knowledge Management ·        Deng-song Chiou, President, Taiwan Teleservice & Technologies ·        William Yeung, Director of Customers Division, SmarTone Mobile Communications Limited ·        Nigel Hewett, Senior Vice President, Witness Systems ·        Peter Smith, General Manager, Information Technology, Hong Kong CSL ·        Stephen Wong, Division Manager, Sony Corporation (HK) ·        Antonio Cheung, General Manager, Continuous Technologies International Ltd ·        Jacky Tang, Marketing Director, E-Mice Solutions Limited 　 Enabling Effective Customer Relationships - CSL's experience (Case Study) ·        Peter Smith, General Manager, Information Technology, Hong Kong CSL   Luncheon Breakout Sessions 　 Session 2A: English   Session 2B: Mandarin CRE Winner Total Customer Experience Management at SONY (Case Study) Stephen Wong, Division Manager, Sony Corporation (HK) Limited CRE Winner New Horizon of Call Center Outsourcing Services – Strategic Business Partner Management Deng-song Chiou, President, Taiwan Teleservices & Technologies, Vice President, Taiwan Cellular Corporation 　 PCCW's Winning Practices on Telemarketing for Business Success  - sharing our 4R telemarketing practices Lewis Shum, Assistant Vice President, PCCW Contact Center Business CRE Winner Customer Relationship Management: Value, Service and Execution at Customer Service Center (Case Study) Rainbow Li, Senior Manager of Customer Service, Hutchison Telecommunications Limited   RoundTable Panel Discussion: People Development & Training ·        Jason Chu, Chairman, Asia Pacific Customer Service Consortium ·        Kevin Lodge, Head of Customer Service, S.W.I.F.T. s.c.r.l ·        Wennie Cheng, Senior Director, Service Center, ING Antai.           　 Tea Break Ball Room Presentations   RoundTable Panel Discussion: Partnership Relationship Management and Business Processes Outsourcing ·        Deng-song Chiou, President, Taiwan Teleservice & Technologies ·        Dr. David Yuan, Director, Accenture, China ·        Larry Huang, Chief Training Consultant, Taiwan Call Center Development Association (TCCDA) ·        Chen-dong Guo, President, CTI Forum ·        C F Lin, Director – Marketing Division, Fubon Financial Holding End of Conference

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APCSC Customer Relationship Excellence Awards Dinner Ceremony (September 9, 2003 - Evening)    APCSC Customer Relationship Excellence (CRE) Awards Dinner Ceremony, September 9th ­(evening) Join us for the CRE Dinner Ceremony, with award presentations being made to the winners of the 2002 Customer Relationship Excellence Awards. Registration begins at 18:30 and concludes at 21:30  ·        APCSC Customer Relationship Excellence Award Dinner  ·        Presentation of APCSC Customer Relationship Excellence Award Ceremony  ·        Award Ceremony Conclusion 　 　 　 TOP

Post Conference Training: Certified CRM Director (CRMD) (September 11-12, 2003)    Overview & Objective Establishing and sustaining life-long customer relationship is the key to success in the new interactive economy.  Differentiating customer treatment based on customers needs and values hold the key to increasing customer loyalty, satisfaction and profitability. The course incorporates group interaction, real life case study scenarios and dynamic facilitation of course materials to create a positive and exciting experience. 　 Successful Customer Relationship Management Director will learn how to strategically align their organizations to build profitable customer relationship.  This course provides you with the knowledge and tools you need to create long-term strategies that meet business growth and customer lifetime value and CRM implementation objectives. TOP 　 Course Discussions and Exercise Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of CRM environments  TOP 　 Certification Procedures To achieve the CRM Director Certification, participants should attend the two-day course, complete the written exam and submit a project.  Each participant has 6 weeks from the course date to complete the written certification exam.  The exam scope covers the CRM strategy, practices and processes presented in the course.  The written exam takes approximately 1 hour.  All exams are on pass / fail basis.  If necessary, a CRM Certified Instructor will review your exam and project with you and help you plan for success. TOP 　 Who Should Attend Suitable for all levels of staff involved with CRM. Prior knowledge of CRM techniques is an advantage but not essential. TOP 　 Course Outline  Successful CRM strategy  ·   CRM Defined  ·   The importance of CRM for an Enterprise  ·   Driving force and objectives of CRM  ·   CRM Proposition and Benefits  ·   CRM Case Studies  Organizational Issues of developing and implementing CRM strategy  ·   CRM challenges  ·   CRM culture readiness  ·   Assessing the impacts on organization, process and management practices  Phases of CRM framework  ·   Strategize CRM Business Model  ·   Evaluate Critical Factors  ·   Execute and Communicate  ·   Manage for Success  CRM Project Management  ·   Getting Started with Cross Functional Team  ·   Project Management  ·   Process & Change Management  ·   Implementation Design  CRMs ROI  ·   Measurement for success  ·   Risk Management  ·   Return on Investment Model  CRM Information System  ·   CRM Architecture  ·   Multi Channels  ·   Data Warehouse & Data Mining  ·   Vendor Selection                                                                           TOP 　   Post Conference Training: Certified Call Center Manager (CCCM) (September 11-12, 2003)    Overview & Objective This two-day course will cover the basic and advanced topics in Call Center Management that enable the participants to increase their awareness and knowledge of the latest development of Call Center in terms of technology as well as management concept.  Call Center Managers will also learn how to develop appropriate plans to integrate the Call Center within the organization and bring new insights, set visions and lead Call Center teams. Whether implementing a new Call Center or rejuvenating an existing one, participants will be prepared for the challenges.   This two-day course also addresses the importance of managing the Call Center outputs and exceeding customer expectations by elevating customer care and professionalism at the Call Center. TOP 　 Course Discussions and Exercise Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Call Center environments. TOP 　 Certification Procedures To achieve the Call Center Manager Certification, participants should attend the two-day course, complete the written exam and submit a project paper.  Each participant has 6 weeks from the course date to complete the written certification exam.  The written exam takes approximately 1hour.    All exams are on pass / fail basis.  If necessary, a Call Center Certified Instructor will review your exam and project with you and help you plan for success. TOP 　 Who Should Attend Suitable for all levels of staff from Directors to Professionals involved with CRM, Call Centers/Customer Services, Sales and Marketing. Prior knowledge of Call Center is an advantage but not essential. TOP 　 Course Outline A Strategic Partner To The Business ·   Contribution of The Call Center ·   Customer Contact Matrix ·   Developing A World-Class Call Center Framework ·   Supply – Demand Ratio for Services 　 Customer Relationship Management (CRM) ·   CRM Stages for Analytics ·   Measuring Customer Success ·   CRM Implementation Foundation ·   Loyalty Marketing 　 Managing A Business Unit ·   Factors for Provision of a Good Call Center ·   Interdepartmental Linkage & Effective Communication ·   Leadership Behaviour ·   Competencies of a Call Center Manager ·   Building a Successful Team 　 Managing Customer Satisfaction ·   Customer Satisfaction & Loyalty ·   Linking Satisfaction to Business Results ·   Customer Satisfaction Survey 　 Managing Technology ·   Todays Call Center Technology ·   Getting Through To Your Call Center ·   Processing Customer Requirements & Data ·   Knowledge Management ·   Linkages of Contact Functions ·   Disaster Recovery Plan 　 Managing People ·   Recruitment, Retention, Release ·   Rewards & Recognition ·   People Development 　 Planning Customer Satisfaction Research on Call Center ·   Internal Planning ·   Determination of Performance Attributes ·   Benchmarking TOP