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Summit Agenda – 13 June 2012 |
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Morning Session
Theme:
CRE Innovation & Integration |
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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: Make Your Company
Think Like a Customer
Mr. Roger Yu, Partner-
Management Consulting, Greater China, Accenture |
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Topic:
Pioneering in the Direct
Service Era and Advancing the Air Banking Development
Ms. Xu Ziying, General
Manager, Direct Banking Center of China Merchants Bank Co., Ltd. |
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Topic: Future Development on Enterprise Digital Marketing and
Multi-Channel Service Strategy
Mr. Eric Lee, Vice President, Digital Marketing, RHB Investment Bank
Berhad |
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Tea Break |
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CEO Luncheon Forum and
People Site
Certification and Best-in-Class Certification Presentation
Theme:
Online/Offline CRM Service Innovation |
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Day 1
CEO Luncheon Forum |
Topic: Future
Online/Offline Service Evolution and Implication from Japan
Benchmarking Study Report
Mr. Tatsumi Yamashita, CEO,
HDI (Help Desk Institution) Japan |
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People Site Certification Presentation &
Networking Luncheon |
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Topic: Global CRM & Customer Loyalty Management Innovation
& Integration
Mr. Stephen Wong, Director and General Manager, Asia Miles Limited,
Cathay Pacific Airways |
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CEO
Forum:
Total Customer Loyalty Management for Sustainable
Growth |
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Afternoon Session
Theme: Customer
Contact Center Service Innovation |
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Day 1
Afternoon Session |
Topic:
Unifying Different Cultures
and Delivering World-Class Customer Service at the Touch of Your
Fingertips
Ms. Malou
Caluza, Chief of Network Services, QNet Limited |
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Topic:
One Knowledgebase, any channel, anywhere: ‘the Holy
Grail of successful multichannel service’
Mr. Olivier Njamfa,
President & CEO, Eptica UK |
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Tea Break at the Expo Exhibition |
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Topic: Talent Strategy in Contact Center &
BPO Business
Mr.
Mike Mi, President, Academy of Contact Center & BPO (ACCB) |
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Roundtable Panel Discussion:
Contact Center 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 – 14 June 2012 |
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Morning
Session
Theme:
Digital, Social, Mobile Innovation for CRE |
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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:
Activating National Innovative Competitiveness
Mr. Eric Cheng, Head of China ICT, Finpro - Finland
Trade Center |
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Topic:
The new era of CRM: Social Media and Mobile Platform
Mr. Charles Mok, Founding Chair, Internet Society
Hong Kong |
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Topic:
Virtualizing Business Development & Customer Service
Mr. Daniel Yen, CEO & Founder, Digital Marketing ROI Pte
Ltd |
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Tea Break |
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CEO
Luncheon Forum and
CSQS Certification & Expo Innovation Awards Presentation
Theme:
Knowledge Management Innovation & Integration |
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Day 2
CEO Luncheon Forum |
Topic:
Yahoo! Innovation Experience: Listen to the needs of
Customers and Merchants
Mr. Mark Liu, Director
of eCommerce, Yahoo! Hong Kong |
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CSQS Certification Presentation &
Networking Luncheon
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Topic:
Innovation and Integration of Knowledge Management for
Productivity Enhancement
Mrs. Agnes Mak, Executive
Director, Hong Kong Productivity Council |
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CEO Forum:
Knowledge & Service Leadership for Higher ROI |
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Afternoon
Session
Theme:
Customer Engagement and Corporate Innovation for CRE |
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Day 2 Afternoon Session |
Topic: The Application of Innovation in Insurance Value
Chain
Mr. Gu Xiaofeng,
Operation Director, China Pacific Life Insurance Co.,
Ltd. |
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Topic:
People Engagement is what allow us to succeed
Ms. Shirley Yeung,
Director, Customer Relationship Management, CSL Limited |
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Tea Break at the Expo Exhibition |
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Topic:
5 Stepping Stones to Customer Centricity
Mr. Koert Breebaart, Senior Principal Value Engineering,
SAP Asia Pte Ltd |
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Roundtable Panel Discussion:
People and Social Engagement Improving Business
Performance |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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