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Summit Agenda – 1 June 2010 |
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Morning Session
Theme:
Customer Expectation & Experience Management |
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Day 1
Morning Session |
Registration and Morning Coffee |
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Summit
Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
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Topic: Your Staff- Key to Success of Customer Service Excellence
Ms. Gwen
Wang, Customer Service Director, DHL-Sinotrans International Air
Courier Ltd. |
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Topic: Motivating and Satisfying Your Staff and Customers
-The Disney Magic to Service Excellence: Star Guest Program
Mr. Johnny Chan, Director of Attractions and Guest Services, Hong
Kong Disneyland
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Topic: Bringing Science to Selling
Mr. Roger
Yu, Partner, Accenture |
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Tea Break |
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CEO Luncheon Forum and
People Site Certification Presentation
Theme: Service
Leadership |
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Day 1
CEO Luncheon Forum |
Topic: Total Customer Experience and Service Excellence
Ms. Lau
Ka Shi, Managing Director & CEO, Bank Consortium Trust Company
Limited |
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People Site Certification Presentation &
Networking Luncheon |
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Topic: How to Build a System to Create Ultimate Customer Experience
Mr. Patrick Lee, Managing Director, North Asia,
Crown Motor |
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CEO
Forum: Service Leadership |
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Afternoon Session
Theme: Knowledge
Management Empowering Customer Service |
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Day 1
Afternoon Session |
Topic: Integrated Knowledge Management for Higher Customer and
Employee Satisfaction
Ms. Julie Chow, Director,
Marketing and Corporate Communications
Quality Healthcare Medical Services Ltd. |
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Topic:
At Ocean Park, We Call It "Total Guest Experiences"
Ms. Mimi Fu, Training & Development Manager, Ocean Park Hong Kong |
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Topic:
Leveraging on Customer Knowledge Management for Company Growth
Mr.
Michael Liang, Vice Chairman, Knowledge Management Development
Centre |
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Tea Break |
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Roundtable Panel Discussion: Knowledge and Customer Experience
Management |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit
Agenda – 2 June 2010 |
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Morning
Session
Theme:
Service Innovation & Best Practices |
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Day 2 Morning Session |
Registration & Morning Coffee |
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Summit
Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic: Building CRM in the Exploding Internet World – a
China Case Study
Mr. Xu Jian, CEO, YNET.com, China |
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Topic: Technology and Service Innovation for Customer
Relationship Excellence
Mr. Olivier Njamfa, President & CEO, Eptica, France |
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Topic:
"Creativity" brings Customer Service Excellence
Mr. Samuel Lau, General Manager of Kerry Logistics (HK)
Ltd |
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Tea Break |
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CEO
Luncheon Forum and
CSQS Certification Presentation
Theme:
Leadership in Change and Sustainability |
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Day 2
CEO Luncheon Forum |
Topic: Creating High ROI on Customer Business Performance
with CRE Best Practices & CSQS Strategy
Mr. Jason Chu,
Chairman,
Asia Pacific Customer Service Consortium |
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CSQS Certification Presentation &
Networking Luncheon
|
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Topic: Ask Your Customer How to Improve Your Customer
Service
-Study from 700 customer service benchmarking
'Support Center Michelin'
Mr. Tatsumi Yamashita, CEO of Help Desk Institute, Japan
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CEO Forum:
Leadership in
Change and Crisis Management |
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Afternoon
Session
Theme:
Public Service Excellence |
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Day 2 Afternoon Session |
Topic: Achieving Service Excellence in Electricity
Supply Industry
Mr. S.K. Kung, Head of Customer Supplies Section,
Transmission & Distribution,
The Hongkong Electric Co., Ltd., Hong Kong |
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Topic:
World Class City with World Class Citizen Contact Center
Operation and Management – Taipei Citizen Hotline 1999 Case
Study
Mr. David Huang, CEO, Chain Sea Information Integration Co.,
Ltd |
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Topic:
Service and Operation of the Government Hotline
Ms. Liao Dai Li,
Senior Manger of Customer Service Department, China Telecom |
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Tea Break |
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Roundtable Panel Discussion: Public Service Leadership in
Improving Customer and Citizen Satisfaction |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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