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Summit Agenda – 15 June 2017 |
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Morning Session
Theme: Develop Future Competitive Edge in the Omnichannel Age |
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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 Service vs Customer Experience
Mr. Sudesh Thevasenabathy, Head of Customer Experience,
AXA Hong Kong |
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Topic: Securing the Future – Biometrics in the Age of
Omnichannel Customer Service
Mr. Sasha Agafonoff, Principal Consultant, North Asia,
Nuance Communications |
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Topic: AIA Bhd.'s Customer Experience Management
Strategy
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
People Site Certification Presentation
Theme: Asian
Service Culture and Customer Experience Innovation |
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Day 1
CEO Luncheon Forum |
Topic: Big Data Innovate Customer Experience, Discover Future
Customer Loyalty CRE Index
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
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People Site Certification Presentation and
Networking Luncheon |
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Topic: Cutting through the
Asian Service Culture
Ms. Michelle Shiers, Chief Customer Service
Officer, Telstra |
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CEO
Forum: Asian Service Culture and Customer Experience Innovation |
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Afternoon Session
Expo Innovation Awards Presentation
CXO Forum: Big Data and Social Media Strategies for Sustainable
Growth |
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Day 1
Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic: Best Practices on Big Data Platform for
Better Customer Experience
Mr. Clement
Lo, Chief Information Officer, BCT Financial Limited |
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Topic: Strategies and Leadership to be Sustainable International
Service Destination
Mr. Sunny Cheng, Director, Head of Financial
Controlling, DHL Express (Hong Kong) Limited |
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Topic:
Rules to Transform Precisely Millions of Customers with Zero Loss
Ms Grace Zhao, CEO, Grand Media |
Topic:
Strategies on Big Data, Blockchain and AI in New Economy
Mr. Joseph Toh, Founder, Digital Billions Pte Ltd |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Big Data and Social Media Strategies for Sustainable Growth |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit Agenda – 16 June 2017 |
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Morning
Session
Theme:
Internet+ and Innovation to Uplift Loyalty |
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Day 2 Morning Session |
Registration & Morning Coffee |
|
Summit
Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
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Topic:
Superior Customer Experience – powered by Digital and
Data
Mr. Mukesh Pilania, Asia Regional Head - Transversal
Customer Experience, AXA Asia |
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Topic:
Implementation and Innovation drive Corporate Internet+
Development and Integration
Ms.
Daisy He, Senior Manager-Consumer Service Management &
Engagement, Lenovo
Services, Beijing, China |
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Topic:
Service Mode Innovation In the Internet era
Mr. Wang Yan,
Overseas Service Director, Haier Electrical Appliances
Corp. Ltd, Qingdao, China |
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Tea Break at the Expo Exhibition |
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CEO
Luncheon
Forum and
CSQS Certification Presentation
Theme:
CRE Leadership and CSR Engagement Best Practices |
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Day 2
CEO Luncheon Forum |
Topic:
Achieving CSR and Customer
Engagement Excellence in Cambodia
Mr. Robert Elliott, CEO & General Manager, Manulife
(Cambodia) Plc. |
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CSQS Certification Presentation and Networking
Luncheon |
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Topic:
Customer Experience in Home Healthcare: Example of a
patient-centric support program
Mr. Bertrand
Gonnet, General Manager, Celki VitalAire
|
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CEO Forum:
CRE Leadership
and CSR Engagement Best Practices |
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Afternoon
Session
CXO Forum: Effective
Service Delivery and Innovative Solutions for Mass
Public |
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Day 2 Afternoon Session |
Tea Break at the Expo Exhibition |
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Topic:
Service Innovation
Mr.
Samuel Yuan,
Vice President,
Channel Operation Management and Convergence Product ,
Consumer Sales & Marketing, Far EasTone Telecommunications
Co., Ltd |
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Topic: CRE Leadership & Service Innovation in Public
Utility
Mr. S.T. Chan, Senior Manager (Customer Supplies), The
Hongkong Electric Co., Ltd. |
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Topic: Customer
Experience Management Trend and Contact Center
Benchmarking
Mr. Tatsumi
Yamashita, CEO, HDI – Japan |
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Tea Break at the Expo Exhibition |
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CXO
Forum: Effective Service Delivery and Innovative
Solutions for Mass Public |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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