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Summit Agenda – 13 June 2013 |
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Morning Session
Theme:
CRE Innovation and Integration for
Future Leadership |
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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: Discovering CRE
Innovation & Integration｜Meeting Future Customer Demand Today
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic: Driving Customer Relationship Excellence with Innovation,
Technology and Integration
Mr.
PHUAH, Aik Chong, Vice President, Information Technology, Astro Malaysia
Holdings Berhad |
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Topic: Future of Service Delivery
Mr. Simon
Lee, Regional Director for Asia, Interactive Intelligence Inc. |
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Tea Break |
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CEO Luncheon Forum and
People Site
Certification Presentation
Theme:
Service Leadership Meeting Future
Customer Demand |
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Day 1
CEO Luncheon Forum |
Topic: Service Leadership - Innovation and Empowerment
Mr. Tom
Mehrmann, Chief Executive, Ocean Park Hong Kong |
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People Site Certification Presentation &
Networking Luncheon |
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Topic:
Quo Vadis, Customer Experience?
Ibu Wardhani Soedjono, President Director, PT VADS Tbk., Indonesia |
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CEO
Forum: Service Leadership Meeting Future Customer
Demand |
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Afternoon Session
Theme: Digital,
Social, Mobile Innovation Excellence |
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Day 1
Afternoon Session |
Topic: Email 3.0, Dynamic Email As Integral Part of Innovative
Crosschannel Dialogue Marketing
Mr. Sebastian Kuntz,
International Business Development and Board Member, Tripolis
Solutions, Netherlands |
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Topic:
Modern Workplace
Design for Contact Centres
Mr. Stephen
Tai, Telebet Manager, Tin Shui Wai Contact Centre, The
Hong Kong Jockey Club |
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Topic: Building the next Cloud, Social,
Mobile CRM for the Future Global Consumers
Mr.
Malcolm Chiu, Chief Information Officer, QNet Limited |
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Tea Break at the Expo Exhibition |
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Topic:Using Social Media to create Customer Service Excellence
Ms. Grace
Zhao, CEO, Grand Media |
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Roundtable Panel Discussion:
Digital, Social, Mobile Innovation Excellence |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit
Agenda – 14 June 2013 |
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Morning
Session
Theme:
Social Influence,
Customer Engagement, Partnership 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:
Power of Social Influence, CRM and Customer Perception
Mr. Charles Mok, Legislative Councilor (IT), HKSAR
Government |
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Topic: Engaging
Non-Stop Customers
Ms. Christina Wong, Managing
Director, Management Consulting, Accenture Company
Limited |
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Topic:
Getting the Best Out of Our Managed Services Partnership
Ms. Cut Noosy Keumalafajri, Senior General Manager, PT
XL Axiata Tbk., Indonesia |
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Tea Break |
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CEO
Luncheon Forum and
CSQS Certification & Expo Innovation Awards Presentation
Theme:
Discovering Market
Trend, Insights and VOC Benchmarking |
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Day 2
CEO Luncheon Forum |
Topic:
Online and Offline Touching Service and Utilizing Social
Innovation to Retain Customers
Mr. Yi-ching Chen, CEO, Chunghwa Telecom Co., Ltd. |
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CSQS Certification Presentation &
Networking Luncheon
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Topic:
Learn from HDI Contact Center Benchmarking
Mr. Tatsumi
Yamashita, CEO, HDI (Help Desk Institute), Japan |
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CEO Forum:
Discovering Market Trend, Insights
and VOC Benchmarking |
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Afternoon
Session
Theme:
Embracing Customer
Diversity and Centricity Leadership |
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Day 2 Afternoon Session |
Topic:
The CSL Journey to Customer Advocacy
Ms. Shirley
Yeung, Director, Customer Relationship Management, CSL
Limited |
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Topic: Engaging All Stake Holders for Innovation in the
Land Transport Development in Singapore
Mr Peter Leong, Deputy Director, Customer Services, Land
Transport Authority, Singapore |
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Tea Break at the Expo Exhibition |
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Topic: Integrated Service Desk Delivery for Customer
Centric Support
Mr. Andy Liu, Technical Services Manager, IBM Solution & Services
(Shenzhen) Co., Ltd (ISSC) |
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Roundtable Panel Discussion:
Embracing Customer Diversity and
Centricity Leadership |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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