|
Summit Agenda – 14 June 2018 |
|
Morning Session
Theme:
Develop
Future New Retail Experience & Competitive Edge in the Omnichannel
Age |
|
Day 1
Morning Session |
Registration and Morning Coffee |
|
Summit
Opening
Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium |
|
Topic: Enhancing Customer Experience through an
Omni-channel Strategy
Mr. Sudesh Thevasenabathy, Head of Customer Care
Management, AXA Hong Kong |
|
Topic:
Customer Experience Trends and Simplified Transformation
with Genesys
Mr.
Bradly Moore,Senior Director, Sales Operations, Genesys
APAC |
|
Topic: Successful Strategies for Omni-channel
Transformation Roadmap based on Digital & Data Pillars
Mr. Mukesh Pilania, Managing Director & CEO, Yantrik,
Malaysia |
|
Tea Break at the Expo Exhibition |
|
CEO Luncheon Forum
Theme: The Belt
and Road International Service, Commerce, Culture and Customer
Experience Innovation |
|
Day 1
CEO Luncheon Forum |
Topic: Digital Transformation Journey to
Deliver
Superior Products and Services through the Best Customer Experience
Ms. Jaiporn Srisakul, Managing Director, Advanced Contact Center
Co., Ltd., Thailand |
|
People Site Certification Presentation and
Networking Luncheon |
|
Topic:
Artificial Intelligence for better Human Interactions
Mr. Tommy Fan, Regional Director, Taiwan Hong Kong
Macau, Xiaoi Robot Technology (HK) Ltd. |
|
CEO
Forum: The Belt and Road International Service, Commerce, Culture
and Customer Experience Innovation |
|
Afternoon Session
Hong Kong International CRE Innovation Expo Awards Presentation
CXO Forum: Big Data, A.I., and Social Media Strategies for Corporate
Sustainable Growth |
|
Day 1
Afternoon Session |
Tea Break at the Expo Exhibition |
|
Topic:
Leverage on Personalized Learning Experience, Big Data
and Analytics to Enhance Corporate Profitability
Ms. Viola Lam,
Founder & CEO, Find Solution Artificial Intelligence
Ltd. Hong Kong |
|
Topic: Being Insanely Customer Centric
Ms. Kitty Xu, National CS Development Support Manager,
DHL-Sinotrans Int'l Air Courier Ltd. |
|
Topic:
DBS Customer Centre Transformation
Belinda
Kuo,
Senior Vice President, Head of Customer Centre, DBS Bank (Taiwan)
|
|
Tea Break at the Expo Exhibition |
|
CXO
Forum: Big Data, A.I., and Social Media Strategies for Corporate
Sustainable Growth |
|
Evaluation Form & Lucky Draw |
|
|
End of Day 1 |
|
Summit Agenda – 15 June 2018 |
|
Morning
Session
Theme:
Internet+ Sharing & Experience Economy to Engage Brand
Loyalty |
|
Day 2 Morning Session |
Registration & Morning Coffee |
|
Summit
Opening
Mr. Jason Chu, Chairman,
Asia Pacific Customer Service Consortium |
|
Topic: Innovation in AIA
Mr. Jit Seng Ng, Chief Customer Experience Officer, AIA
Bhd., Malaysia |
|
Topic:
Intelligent Lenovo Serving China
Ms.Silvia
Yu, Online Service
Delivery
Senior Manager, Lenovo China |
|
Topic: Put Smart in Customer Experience – How AI-Enhanced Customer
Experience Differentiate
Ms. Connie
Cheung, Channel Executive, Watson Customer Engagement, Greater China
Group, IBM |
|
Tea Break at the Expo Exhibition |
|
CEO
Luncheon
Forum and
Theme:
CRE Leadership and Corporate Brand Engagement Best
Practices |
|
Day 2
CEO Luncheon Forum |
Topic:
Contact Center Benchmarking and Knowledge-Centered
Service
Mr. Tatsumi Yamashita, CEO, Help Desk Institute, Japan |
|
CSQS Certification Presentation and Networking
Luncheon |
|
Topic:
Achieving Brand, CSR and Customer Engagement Excellence
in Cambodia
Mr. Rotha Chan, Assistant Vice President & Chief
Agency Officer, Manulife (Cambodia) Plc.
Ms.
Nara Kann, Chief Client Officer, Manulife (Cambodia)
Plc.
|
|
CEO Forum: CRE Leadership and Corporate Brand Engagement
Best Practices |
|
Afternoon
Session
CXO Forum: A.I.,
Outsourcing Services and Innovative Technologies Uplift
Mass Public Services |
|
Day 2 Afternoon Session |
Tea Break at the Expo Exhibition |
|
Topic:
The Transformation and Upgrading of
the Traditional Gas Industry by Intelligent Service
Mr. Yan Jiang, Deputy Manager, Information Center,
Shenzhen Gas Corporation Ltd., China |
|
Topic: Telepeformance adopting AI to empower agents to
deliver service excellence
Ms. Susan Pollock, Senior Vice President,
Teleperformance, UK |
|
Topic:
Innovative Science and Technology in the Intelligent
City
Dr. Yazhou Xiao, Assistant Professor, China University of Technology, Taiwan |
|
Tea Break at the Expo Exhibition |
|
CXO
Forum: A.I., Outsourcing Services and Innovative
Technologies Uplift Mass Public Services |
|
Evaluation Form & Lucky Draw |
|
|
End of Day 2 |
|
