DAY ONE (MORNING)
26 June 2008
ThursdayMorning
Session
CRM and Integrated Service Excellence |
8:45AM - Summit Registration and Morning Tea |
Summit Opening - Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium |
Mr. Victor MOK, Senior Vice President (Greater China)
DHL Global Forwarding (Hong Kong) Limited
Knowing Your Customer: Identifying and Responding
to Customer Needs Ahead of Competition |
Dr. Geng Cui, Ph.D., Professor
Department of Marketing and International Business, Lingnan
University
Linking CRM to Marketing Performance: Recent advances in
target customer selection |
Mr. So Tat-foon, Assistant Director (Support),
Office of the Telecommunications Authority, Government of HKSAR
Regulations on Unsolicited Electronic Messages |
|
Tea Break |
CRM Senior Executive Forum
Customer Driven Service Standard: CSQS |
Mr. Jason Chu, Chairman, Asia Pacific Customer Service
Consortium
Building the Foundation for a Service Brand Company:
Learning from the Winners! |
Roundtable
Panel Discussion:
Customer Driven
Service Standard |
| Luncheon & CSQS & People Site Certificate Presentation |
DAY ONE (AFTERNOON)
26 June 2008
ThursdayAfternoon
Session
CIS and BPO Service Excellence |
Mr W.F. Yuk, Assistant Director, Efficiency Unit, Government
of HKSAR
Promoting Regulatory Efficiency Through Service Excellency |
Mr. Kapil Sharma, Head - Group Service Delivery Management
Dialog Telekom PLC, Sri Lanka
Customer Driven Service Standard with Customer Knowledge
Management |
| |
|
Tea Break |
Roundtable
Panel Discussion:
CIS and BPO Service Excellence |
END OF DAY ONE
|
DAY TWO (MORNING)
27 June 2008
Friday
Morning Session
Building Customer Relationship Excellence |
8:45AM - Summit Registration and Morning Tea |
Summit Opening - Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium |
Mr. Tom Mehrmann, Chief Executive Officer, Ocean Park Hong
Kong
Adapting to a Dynamic and Competitive Global Environment |
Dr. Ler Leong Tat, Principal Consultant, SIRIM Berhad,
Malaysia
Auditing and Enhancing Service Standard and Productivity |
Mr Eddie Ling, Manager, Customer Support, CPCNet Hong Kong
Limited
Offering True Control and Transparency Service for Customer
Relationship Excellence |
|
Tea Break |
CRM Senior Executive Forum
Best-in-Class Service Management |
Mr. Tatsumi Yamashita, CEO, HDI-Japan (Help Desk Institute
Japan)
Ask Your Customer How to Improve Your Service Center |
Roundtable
Panel Discussion:
Benchmark Driven
Service Management |
| Luncheon & Best in Class Certificate Presentation |
DAY TWO (AFTERNOON)
27 June 2008
FridayAfternoon
Session
Customer Driven Relationship Management |
Mr. Ansson Chan, Regional Vice President Call Center
Operations
American International Group, Inc
Measuring Call Centers of 21st Century in Business Focused
Perspectives |
Mr. Eric Chan, Vice President of KMDC; General Manager of
Business Development and Planning Hutchison Telecom
Applying Knowledge Management to Drive Business Results |
| |
|
Tea Break |
|
Roundtable Panel
Discussion:
Customer Driven
Relationship Management |
END OF DAY TWO |
|
