APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2012

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2012Leadership Summit Program Rundown

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Summit Agenda – 13 June 2012

Morning Session
Theme:
CRE Innovation & Integration

Day 1
Morning Session

Registration and Morning Coffee

Summit Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium

Topic: Make Your Company Think Like a Customer

Mr. Roger Yu, Partner- Management Consulting, Greater China, Accenture

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.

Topic: Future Development on Enterprise Digital Marketing and Multi-Channel Service Strategy

Mr. Eric Lee, Vice President, Digital Marketing, RHB Investment Bank Berhad

Tea Break

CEO Luncheon Forum and
 People Site Certification and Best-in-Class Certification Presentation
Theme: Online/Offline CRM Service Innovation

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

People Site Certification Presentation & Networking Luncheon

Topic: Global CRM & Customer Loyalty Management Innovation & Integration

Mr. Stephen Wong, Director and General Manager, Asia Miles Limited, Cathay Pacific Airways

CEO Forum: Total Customer Loyalty Management for Sustainable Growth

Afternoon Session

Theme:  Customer Contact Center Service Innovation

 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

Topic: One Knowledgebase, any channel, anywhere: ‘the Holy Grail of successful multichannel service’

Mr. Olivier Njamfa, President & CEO, Eptica UK

Tea Break at the Expo Exhibition

Topic: Talent Strategy in Contact Center & BPO Business
 
Mr. Mike Mi, President, Academy of Contact Center & BPO (ACCB)

Roundtable Panel Discussion: Contact Center Marketing, Service and Support Leadership

Evaluation Form & Lucky Draw

 

End of Day 1

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Summit Agenda – 14 June 2012

Morning Session

Theme: Digital, Social, Mobile Innovation for CRE

 

 

Day 2 Morning Session

Registration & Morning Coffee

Summit Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium

Topic: Activating National Innovative Competitiveness

Mr. Eric Cheng, Head of China ICT, Finpro - Finland Trade Center

Topic: The new era of CRM: Social Media and Mobile Platform
Mr. Charles Mok, Founding Chair, Internet Society Hong Kong

Topic: Virtualizing Business Development & Customer Service
Mr. Daniel Yen, CEO & Founder, Digital Marketing ROI Pte Ltd

Tea Break

CEO Luncheon Forum and
CSQS Certification & Expo Innovation Awards Presentation

Theme: Knowledge Management Innovation & Integration

 

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

CSQS Certification Presentation & Networking Luncheon

Topic: Innovation and Integration of Knowledge Management for Productivity Enhancement
Mrs. Agnes Mak, Executive Director, Hong Kong Productivity Council

CEO Forum: Knowledge & Service Leadership for Higher ROI

Afternoon Session

Theme: Customer Engagement and Corporate Innovation for CRE

 

 

Day 2 Afternoon Session

Topic: The Application of Innovation in Insurance Value Chain

Mr. Gu Xiaofeng, Operation Director, China Pacific Life Insurance Co., Ltd.

Topic: People Engagement is what allow us to succeed

Ms. Shirley Yeung, Director, Customer Relationship Management, CSL Limited

Tea Break at the Expo Exhibition

Topic: 5 Stepping Stones to Customer Centricity

Mr. Koert Breebaart, Senior Principal Value Engineering, SAP Asia Pte Ltd

Roundtable Panel Discussion: People and Social Engagement Improving Business Performance

Evaluation Form & Lucky Draw

 

End of Day 2

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