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Summit Agenda – 8 June 2011 |
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Morning Session
Theme:
Customer Relationship Excellence Leadership in Changing Business
World |
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Day 1
Morning Session |
Registration and Morning Coffee |
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Summit
Opening
Mr. Brett Whitford, Executive Director, Customer Service Institute
of Australia |
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Topic: Strategic Customer
Relationship Excellence in Changing Business World
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic:
Social CRM: Reacting to the Evolution of the Customer Footprint
Mr. Beau Crawford, CRM
Lead, Accenture |
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Topic:
Social Networking and the Contact Center
Mr. Jackal Ma,
Managing Director, Aspect Software Ltd. |
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Tea Break |
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CEO Luncheon Forum and
People Site Certification Presentation
Theme:
CSR, Environmental and Human Capital Management Leadership |
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Day 1
CEO Luncheon Forum |
Topic:
Best Practices in CSR and
Environmental Protection Leadership
Mr. Tom
Mehrmann, Chief Executive, Ocean Park Hong Kong |
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People Site Certification Presentation &
Networking Luncheon |
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Topic: Human Capital Management, Motivation and Performance
Management for the Post 80s and 90s Young Generation
Mr. Ken
Lee, Managing Director, DHL Express Hong Kong |
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CEO
Forum: CSR, Environmental and Human Capital Management Leadership |
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Afternoon Session
Theme: Social
Media Network for Marketing, Customer Service and Support Best
Practices |
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Day 1
Afternoon Session |
Topic: SINA Weibo – Revolutionary Channel of Communications
Ms. Meg
Lee, General Manager, SINA Hong Kong Ltd |
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Topic: Customer
2.0 via Social Media
Mr.
Francis Fong, Founding Chairman, Hong Kong Association of
Interactive Marketing |
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Topic: Taming
the Beast – Has Social Media Creating a Customer
Relationship Monster?
Mr. Olivier
Njamfa, President & CEO, Eptica, UK |
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Tea Break |
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Roundtable Panel Discussion:
Social Media for Marketing, Service and Support Leadership |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit
Agenda – 9 June 2011 |
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Morning
Session
Theme:
Customer Service Knowledge Management and Customer
Service Quality Standard |
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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: Corporate
Customer Management in Internet Era
Mr. Xi Zhao,
Founder, CCMWorld Group, Beijing |
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Topic:China:
Realizing the great potential of Financial IT Resources
Mr.
Gregory Au Yeung, Chief Information Officer, Partner, VantAsia |
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Topic:
Exploring the
Refinement of Telemarketing Performance Management: Case
Study of China Telecom
Ms. Dai Li Liao, Vice Chairlady and Chief Secretary,
Shenzhen Contact Center Association |
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Topic:
Customer Relationship in New Internet Ecology
Mr. Jian Xu, CEO, YNet.com |
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Tea Break |
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CEO
Luncheon Forum and
CSQS Certification Presentation
Theme:
Customer Loyalty and
Customer Experience Management |
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Day 2
CEO Luncheon Forum |
Topic: Building
a Sustainable Loyalty Program to Improve Business
Performance
Mr. Basker Rangachari, Chief Marketing Officer, Consumer
Banking, Standard Chartered Bank, Hong Kong |
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CSQS Certification Presentation &
Networking Luncheon
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Topic: Building Lifetime Customers in a Demanding and
Challenging Competitive Environment
Mr. Brett Whitford, Executive Director, Customer Service
Institute of Australia |
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CEO Forum:
Customer Loyalty and Customer Experience Management |
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Afternoon
Session
Theme:
Public Service and
Innovation Service Excellence |
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Day 2 Afternoon Session |
Topic:Transforming
the Government Public Services through Innovation: The
Case of 1999 in Taipei
Dr. Kuo-Yen Wei, Chairperson, Research, Development and
Evaluation Commission of Taipei City Government |
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Topic:
Social Media CRM and Digital Marketing in the New Era
Mr. Charles Mok, Chairman, Internet Society Hong Kong |
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Topic:
Public Service and Innovation Service Excellence
Mr. Raymond Choi, Chief Customer Services Engineer, The
Hongkong Electric Co., Ltd. |
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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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