Summit
Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium
Topic: Using the Consumer Experience for
Competitive Advantage in Uncertain Times
Mr. Roger Yu, Partner – Management Consulting, Greater China,
Accenture
Topic: Living up to Customer Expectation through Continuous
Innovations
Mr. Lam Chiu-ying, Former Director, Hong Kong Observatory
Topic: Strategic Online Customer Service for Greater Customer
Satisfaction and ROI
Mr. Olivier Njamfa, President & CEO, Eptica, UK
Tea Break
CEO Luncheon Forum and
People Site Certification Presentation
Theme: Service
Leadership
Day 1
CEO Luncheon Forum
Topic: Octopus Rewards- Bringing Convenience and Benefits to
Merchants and Consumers
Ms. Prudence Chan, Chief Executive Officer, Octopus Holdings Limited
People Site Certification Presentation &
Networking Luncheon
Topic: Creating Ultimate Customer Experience
Mr. Patrick Lee, Managing Director, North Asia, Inchcape
CEO
Forum: Service Leadership
Afternoon Session
Theme: CRM Service
Strategy in China
Day 1
Afternoon Session
Topic: Provide Trust and Confidence to Customers with Integrated
Proactive Service in China
Mr. Jason Wong, Senior Vice President, Customer Services and
Support,
CPCNet Hong Kong Limited
Topic: Property Development and Estate Management Customer
Segmentation and Loyalty Strategy in China
Mr. Larry Hui, Vice President, China Vanke Co., Ltd
Topic: Employee Development in Customer Service Center
Mr. Xiao Zhi-yong, Director,China Unionpay Co., Ltd., PRC
Tea Break
Roundtable Panel Discussion: CRM Service Strategy in China
Evaluation Form & Lucky Draw
End of Day 1
Summit
Agenda – 26 June 2009
Morning
Session
Theme:
Service Innovation & Corporate Sustainability
Day 2 Morning Session
Registration & Morning Coffee
Summit
Opening
Mr. Jason Chu, Chairman,Asia Pacific Customer Service Consortium
Topic: Building the Service Innovation Leadership Vital to
Hong Kong
Mr. Nicholas Yang, Chief Executive Officer, Hong Kong
Cyberport Management Company Ltd.
Topic: Innovation on Product Service System
Professor George Huang, The University of Hong Kong
Topic: International Corporate Social Responsibility to
Achieve Global Environmental Excellence
Ms. Gaby Oetterli, Head of Corporate Sustainability,
Business Environment Council
Tea Break
CEO Luncheon Forum and
CSQS Certification Presentation
Topic: Impacting the Total Guest Experience
Mr. Tom Mehrmann, Chief Executive, Ocean Park
CEO Forum:
Leadership in Change and Crisis Management
Afternoon
Session
Theme:
Information Technology Empowering Customer Service
Day 2 Afternoon Session
Topic: The Power of the Platform - How a Data Integration
Platform Can Help IT Organizations Lower Costs, Improve
Efficiency, and Deliver Greater Value to the Business
Mr. Anthony Chiu, General Manager, Informatica Hong Kong
Topic: Advances in Knowledge Management Development
Mr. Eric Chan, Chairman of Knowledge Management Development
Centre;
General Manager of Business Development and Planning,
Hutchison Telecom
Topic: Leading to Customer Service Excellence through
Advanced Software Application
Mr. Aaron Tan Dani, Chairman APAC, International Association
of Software Architects and Founder, Independent Software
Architects Council, Malaysia
Tea Break
Roundtable Panel Discussion: Reducing Cost to Serve and
Improving Customer Satisfaction
