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Summit Agenda – 12 June 2014 |
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Morning Session
Theme: Future Trend in eCommerce, Cloud and Customer Experience |
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Day 1
Morning Session |
Registration and Morning Coffee |
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Summit
Opening
Professor George Huang, Department Head of Industrial and
Manufacturing Systems Engineering, The University of Hong Kong |
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Topic: RFID Applications and Future Trend in Greater China eCommerce
Professor
George Huang, Department Head of Industrial and Manufacturing
Systems Engineering, The University of Hong Kong |
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Topic: Cloud Services Interactive Platform Create Best Customer
Experience
Mr. Song
Xue Wu, Director, Oversea Customer Service Center, Haier Electrical
Appliance Co.Ltd. |
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Topic: Leveraging Multichannel Service Strategies to
Maximize Customer Experience
Mr. John Jansen, VP of International Marketing,
Interactive Intelligence Inc. |
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Tea Break at the Expo Exhibition |
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CEO Luncheon Forum
and
CSQS
Certification Presentation
Theme: O2O CEM &
CSKM for CRE Customer Journey |
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Day 1
CEO Luncheon Forum |
Topic: Customer-centric oriented Customer Service Knowledge
Management Center
Mr. Zhang Jian, General Manager, Lenovo Services, Beijing, China |
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Networking Luncheon and Certification Presentation |
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Topic: O2O Online & Offline Integration on Customer Experience
Management for CRE Customer Journey
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
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CEO
Forum: O2O CEM & CSKM for CRE Customer Journey |
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Afternoon Session
Expo Innovation Awards Presentation
CXO Forum: Innovation and Technology Leadership |
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Day 1
Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic:
The Evolution from Customer
Service to Customer Engagement
Mr. Frits
E. Fraase Storm, Country Director, Tripolis Solutions, Netherlands |
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Topic:
Engaging the next future
digital consumers with cloud, mobile & analytics
Mr. Malcolm Chiu, CIO, QNet Limited |
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Expo Innovation Awards Presentation |
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Topic: Creating The Center of Excellence in Innovation
and Technology for Future Generation
Mr. Charles Mok, Legislative Councilor (IT), HKSAR
Government |
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CXO
Forum: Innovation and Technology Leadership |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit Agenda – 13 June 2014 |
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Morning
Session
Theme:
ROI on 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: Going Beyond
– Our Continuous Journey to Be Better & Making Digital
Work
Ms.
Liew Swee Lin, Chief Commercial Officer, Astro Malaysia
Holdings Berhad |
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Topic: Successful
Achievement of CRE by the Tsing Yi Telebet Centre –
Strategy and Practice
Ms. Arist Yue,
Telebet Manager (Tsuen Wan & Tsing Yi), The Hong Kong
Jockey Club |
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Topic:
Reconnecting with customers
Mr. Nikhil Advani, Group Head of Channel Marketing, AIA
Group |
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Tea Break at the Expo Exhibition |
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CEO
Luncheon
Forum and
People Site Certification Presentation
Theme:
International Service Innovation & CEM Benchmarking
Trend |
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Day 2
CEO Luncheon Forum |
Topic: Service Innovation &
Corporate Sustainable growth for international theme
park
Mr. Tom Mehrmann, Chief Executive, Ocean Park Hong Kong |
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People Site Certification Presentation and Networking
Luncheon |
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Topic:
Customer
Experience Management Trend and Benchmarking in Japan
Mr. Tatsumi Yamashita, CEO, HDI (Help Desk Institute),
Japan
|
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CEO Forum: International Service Innovation & CEM
Benchmarking Trend |
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Afternoon
Session
CXO Forum: Mobility,
Customer First, Innovation CRE Leadership
|
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Day 2 Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic: Innovation on Cards and Mobility for Future
Customers and Business Requirements
Mr. Sammy Kam, Technical Director, Octopus Cards Limited |
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Topic: Public Service Innovation and CSR towards
Customer Relationship Excellence
Mr. S.T. Chan, Senior Customer Supplies Engineer, The
Hongkong Electric Co., Ltd. |
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Topic: Client First
Ms. Joanna Wang, Operation Manager, IBM Solution &
Services (Shenzhen) Co., Ltd. |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Mobility, Customer First, Innovation CRE
Leadership |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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