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Summit Agenda – 2 June 2016 |
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Morning Session
Theme: Building Customer Loyalty with Innovative Service Design and
Delivery |
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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 Centric Culture – Enabling Change from
Within
Mr. Sudesh Thevasenabathy, Head of Customer Experience,
AXA Hong Kong |
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Topic: Finally, Tele-medicine that works!
Mr. Jack Chan, General Manager, The Specialist
Consortium Ltd. |
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Topic:
Digital Leadership
Dr. Alexander
Chan, Senior Programme Director/College Principal
Lecturer, HKU SPACE |
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Tea Break at the Expo Exhibition |
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CEO Luncheon Forum
and
People Site Certification Presentation
Theme: Transform
Customer Engagement with Innovation and Technology |
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Day 1
CEO Luncheon Forum |
Topic: CRE Leadership & Service Innovation in Airlines Industry
Ms. Joy
Cañeba, Chief Executive Officer, Philippines AirAsia |
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Networking Luncheon and Certification Presentation |
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Topic: Transforming Customer
Engagement with the Use of Linguistics
Mr. Olivier Njamfa, President & CEO, Eptica |
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CEO
Forum: Transform Customer Engagement with Innovation and Technology |
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Afternoon Session
Expo Innovation Awards Presentation
CXO Forum: Corporate and Social Sustainability, Health,
Environmental, Technology Trend |
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Day 1
Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic:
Why corporate sustainability matters and strategies for leadership
through social purpose and Environmental and Social Governance
Mr. Mark
Devadason, ex Group Head of Sustainability, Standard Chartered Bank |
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Topic: Web Traffic Source and Web Analytics
Mr. Alex Pang, Director, eCommerce, FWD Life Insurance
Company (Bermuda) Limited |
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Topic: Could Healthcare CRM Optimize Patient Satisfaction and
Safety?
Hon. Joseph Lee, Legislative Councilor, HKSAR |
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Topic:
We do care what you care about
Mr. Leo Zhang, Operation Director, AIA Company Limited
Beijing Branch |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Corporate and Social Sustainability, Health, Environmental,
Technology Trend |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit Agenda – 3 June 2016 |
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Morning
Session
Theme:
CRE Leadership and Service Innovation Benchmarking Best
Practices |
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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:
Being Insanely Customer Centric
Ms. Gwen Wang, Customer Service Vice President,
DHL-Sinotrans International Air Courier Ltd. |
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Topic:
Trend and Expectation of Support Industry in Japan
Mr.
Tatsumi Yamashita, CEO, HDI – Japan |
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Topic:
Connecting
Employees Experience to Drive Customer Experience
Mr.
Troy Barnes,
Chief Customer Experience Officer, AIA Bhd. |
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Tea Break at the Expo Exhibition |
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CEO
Luncheon
Forum and
CSQS Certification Presentation
Theme:
Sustainable Leadership and Service Innovation in
Hospitality Industry |
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Day 2
CEO Luncheon Forum |
Topic:
Sustainable Leadership:
Aspirations to Expectations
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: Uplifting Customer Experience Through Innovation
Excellence
Ms. Randy Lai, Managing Director, McDonald’s Restaurants
(Hong Kong) Limited
|
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CEO Forum: Sustainable Leadership and Service Innovation
in Hospitality Industry |
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Afternoon
Session
CXO Forum: Change
Management through Employee Engagement & Customer
Centric Culture |
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Day 2 Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic: Your employees is your customers
Ms.
Elaine Chan, Chief Health Officer, Zurich Insurance
Company Ltd |
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Topic:
Service from the Heart
Mr.
Samuel Yuan,
Vice President,
Channel Operation Management and Convergence Product, Far EasTone Telecommunications
Co., Ltd |
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Topic: In-depth Application of User Feedback Mechanism
in Lenovo Services
Mr. Frank Liu, Lenovo Clustering Users Service Director,
Lenovo Services, Beijing, China |
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Topic:
Hong Kong Airlines Service Innovation and Best Practices
Dr. Stanley Kan, Director, Service Delivery, Hong Kong
Airlines Limited |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Change Management through Employee Engagement &
Customer Centric Culture |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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