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Summit Agenda – 11 June 2015 |
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Morning Session
Theme: Service Innovation & Customer Centric CSKM for Customer
Relationship Excellence |
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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:
Customer Relationship
Excellence for Public Service Innovation in Customer Caring
Ms. Rosa
Ho, Customer Services Controller, The Hongkong Electric Co., Ltd. |
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Topic: Finally, Tele-medicine that works!
Mr. Jack Chan, General Manager, The Specialist
Consortium Ltd. |
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Topic:
Hong Kong
Airlines Service Innovation and Best Practices
Mr. Stanley Kan, Director, Service Delivery, Hong Kong
Airlines Limited |
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Tea Break at the Expo Exhibition |
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CEO Luncheon Forum
and
People Site Certification Presentation
Theme: Innovation
& Engagement for CRE Leadership Sustainability |
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Day 1
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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Networking Luncheon and Certification Presentation |
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Topic: Straight to the Top
Strategy for Effective Leadership & Organizational
Development
Mr. Hennie Heymans, Managing Director, DHL Express South
Africa |
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CEO
Forum: Innovation & Engagement for CRE Leadership Sustainability |
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Afternoon Session
Expo Innovation Awards Presentation
CXO Forum: O2O BIG DATA Technology Leadership CXO Forum |
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Day 1
Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic: Driving Global eCommerce with Multi-Channel, Mobile, Apps and
Social Media Integration
Ms. Malou Caluza, Chief Marketing Officer, QNet Ltd. |
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Topic:
Web
Analytics and Digital Marketing
Mr. Alex Pang, Director, eCommerce, FWD Life Insurance
Company (Bermuda) Limited |
Topic: AIA Digital Platform Revolution
Mr. Shalilatharash Jalil, Head of Distribution Technology, AIA Bhd. |
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Tea Break at the Expo Exhibition |
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CXO
Forum: O2O BIG DATA Technology Leadership CXO Forum |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit Agenda – 12 June 2015 |
|
Morning
Session
Theme:
Social Media O2O Strategies for Big Wins and Word of
Mouth |
|
Day 2 Morning Session |
Registration & Morning Coffee |
|
Summit
Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic: Social Media Strategic Value in the current
business environment
Hon. Charles Mok, JP, Legislative Councilor (IT), HKSAR
Government |
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Topic:
Customer-centric oriented Customer Service Knowledge
Management Center
Ms. Yang Jie, Service Operation Director, Lenovo Services,
Beijing, China |
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Topic:
Strategic Steps to Achieve Customer Relationship and
Experience Excellence
Mr. Michael Fong, Head of Customer Experience and
Customer Services, Asia, Fidelity Worldwide Investment |
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Tea Break at the Expo Exhibition |
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CEO
Luncheon
Forum and
CSQS Certification Presentation
Theme:
Customer Engagement & CEM Benchmarking Best Practices |
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Day 2
CEO Luncheon Forum |
Topic:
AIS Call Center Social Media
Ms. Jaiporn Srisakul, Managing Director, Advanced
Contact Center Co., Ltd |
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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: Customer Engagement & CEM Benchmarking Best
Practices |
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Afternoon
Session
CXO Forum: Employee
Engagement, Cloud Support & Business Intelligence |
|
Day 2 Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic: Ensuring Ocean Park is an Employer of Choice
Ms. Mimi Fu, Director of Training and Development, Ocean
Park Hong Kong |
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Topic:
Knowledge Management Cloud Platform in Mobile Internet
Era
Mr. Wang Yan, Overseas Service Technical Director, Haier
Electrical Appliances Corp. Ltd, Qingdao, China |
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Topic: Technology Trends 2015
Dr. Lawrence
Wong, Managing Director, GCE Consulting Limited |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Employee Engagement, Cloud Support & Business
Intelligence |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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