CSQS Roundtable

About the CSQS

Global Certification
Certified Contact Center Manager (CCCM)
Certified Customer Service Analyst & Auditor (CCSA)
Certified Contact Center
Supervisor (CCCS)
Certified Contact Center Professional (CCCP)
Certified Customer Service Professional (CCSP)
Certificate in Customer Service Management (CCSM)
Certificate in Service Excellence Leadership (CSEL)
Certificate in Professional Customer Service (CPCS)
Certified Telemarketing Supervisor (CTMS)

REGISTRATION

繁體 | 简体

CRE & CSQS Roundtable 2014

If you would like to join our roundtable, please click the button for registration

Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable

CRE & CSQS ROUNDTABLE

Kuala Lumpur November 20, 2014 2:00pm-5:00pm

Press Release

Theme: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Topic:

Speaker & Panelists:

CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Jason Chu

Chairman

APCSC

Munirah Looi
President, CEO
Brandt International Sdn Bhd

John Rocca

Director CX

Priority Red

Swee Keong Joo
Head, Customer Experience
Celcom Axiata Berhad

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Ms. Munirah Looi, President - Chief Executive Officer, Brandt International Sdn Bhd

Topic: An integrated approach to develop a sustainable Customer Experience Program & Culture

Mr. John Rocca, Director CX (Customer Experience), Priority Red

Mr. Swee Keong Joo, Head, Customer Experience - Digital Services, Celcom Axiata Berhad

What are CEO focuses to achieve sustainable growth with successful Channel Integration and CEM?

How to create more business, products and service innovation opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Data Mining, Analytics and Big Data Integration create strategic value in the current business environment?

Venue:

Training Room 3, Level 3A Menara

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Brandt International Sdn Bhd

CRE & CSQS ROUNDTABLE

Singapore November 19, 2014 1:30pm-4:30pm

Press Release

Theme: CRE Championship! Engaging our mobile O2O consumers contact today!

Topic:

Speaker & Panelists:

CRE Championship! Engaging our mobile O2O consumers contact today!

Jason Chu

Chairman

APCSC

Nizam Md Agil

Customer Service Director

DHL Express SG

Robin Stienberg

Editor in Chief & Talk Show Host

National Critics Choice

Rosaline Oh

Honorary Secretary

Contact Centre Association of SG

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Championship! Engaging our mobile O2O consumers contact today!

Mr. Nizam Md Agil, Vice President, Customer Service, DHL Express (Singapore) Pte Ltd

Mr. Robin Stienberg, Editor in Chief & Talk Show Host, National Critics Choice

Ms. Rosaline Oh, Honorary Secretary, Contact Centre Association of Singapore

What are CEO focuses to achieve sustainable growth with successful customer loyalty?

What are CEO focuses to achieve sustainable growth with successful Channel Integration and CEM?

How to create more business, products and service innovation opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from Singapore, Hong Kong, Asia Pacific and Western World

How do Online/Mobile/Social/eCommerce/CRM/Offline Integration create strategic value in the current business environment?

Venue:

Diamond Room, Level 5, 1 Tai Seng Drive, DHL Air Express Centre, Singapore 535215

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers: DHL Express (Singapore) Pte Ltd

CRE & CSQS ROUNDTABLE

Beijing November 5, 2014 1:30pm-4:30pm

Press Release

Theme: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today!

Topic:

Speaker & Panelists:

CRE Championship! Winning the Loyalty of our global mobile O2O consumers today!

Jason Chu

Chairman

APCSC

Mike Mi
President
Academy of Contact Center and BPO (ACCB)

Chen Mu Jing
Assistant GM
National Center For Open & Distance Education

Qi Zhang

Senior Manager

Lenovo Services

Benny Peng
Deputy Secretary General
China Electronics Chamber of Commerce

Zili Bi

Partner
Hejun Group

Elizabeth Lee

Director
UFH Customer Services

Liu Yan-Jun

Vice President Academy of Contact Center & BPO

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today!

Mr. Mike Mi, President, Academy of Contact Center and BPO (ACCB)

Ms. Mujing Chen, Assistant General Manager, National Center For Open & Distance Education

Mr. Qi Zhang, Senior Manager, Lenovo Service

Mr. Benny Peng, Deputy Secretary General, China Electronics Chamber of Commerce

Ms. Zili Bi, Partner, Hejun Group

Ms. Elizabeth Lee, UFH Customer Services, Director

Mr. Liu Yan-Jun, Vice President of Academy of Contact Center & BPO

What are CEO focuses to achieve sustainable growth with successful customer loyalty?

How to create more business, products and service mobile O2O opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Online/Mobile/Social/eCom/CRM/Offline Integration create strategic value in the current business environment?

Venue:

北京市西城区德外大街一号辽宁饭店四层多功能厅

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Academy of Contact Center and BPO

National Center For Open & Distance Education

CRE & CSQS ROUNDTABLE

Shanghai November 4, 2014 2:00pm-5:00pm

Press Release

Theme: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Topic:

Speaker & Panelists:

CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Jason Chu

Chairman

APCSC

Yan Zi Feng
General Manager
CACSO Signal Ltd

Arthur Peng

Associate Director

Randstad

Audrey Deng

Global Lead Trainer

Paypal

Zoe Wang

Director

Project Operations

CMI

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Mr. Zifeng Yan, General Manager, CASCO Signal Ltd

Mr. Arthur Peng, Associate Director, Randstad

Ms. Audrey Deng, Global Lead Trainer, Paypal

Ms. Zoe Wang, CMI, Director Project Operations

What are CEO focuses to achieve sustainable growth with successful Channel Integration and CEM?

How to create more business, products and service innovation opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Data Mining, Analytics and Big Data Integration create strategic value in the current business environment?

Venue:

上海市浦东滨江大道2727号东方滨江大酒店，5楼5-B到5-C会议室

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
CASCO Signal Ltd

CRE & CSQS ROUNDTABLE

Hong Kong October 21, 2014 2:00pm-5:00pm

Press Release

Theme: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Topic:

Speaker & Panelists:

CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Jason Chu

Chairman

APCSC

Charles Mok
Legislative Council (IT)
HKSAR Government

Patrick Ng
Executive Manager

The Hong Kong Jockey Club

Virginie Nowak
Head of Customer
Service
Swatch Group

Mike Ng

Senior Manager

Hong Kong Broadband Network

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Leadership in Customer Satisfaction, Loyalty, Experience, Performance Management

Mr. Charles Mok, Legislative Council (I.T.), HKSAR

Mr. Patrick Ng, Executive Manager, Strategic Customer Systems & Planning, The Hong Kong Jockey Club

Ms. Virginie Nowak, Head of Customer Service, Swatch Group

Mr. Mike Ng, Senior Manager, Business Development & Co-Owner, Hong Kong Broadband Network Limited

What are CEO focuses to achieve sustainable growth with successful Channel Integration and CEM?

How to create more business, products and service innovation opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Data Mining, Analytics and Big Data Integration create strategic value in the current business environment?

Venue:

B402-403, 4/F Happy Valley Racecourse, Hong Kong

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
The Hong Kong Jockey Club

CRE & CSQS ROUNDTABLE

Shanghai September 23, 2014 2:00pm-5:00pm

Press Release

Theme: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Topic:

Speaker & Panelists:

CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Jason Chu

Chairman

APCSC

Betty Liang
Area CS Manager
DHL-Sinotrans International Air Courier Ltd.

Jacob Wong
Chief Life Operations Officer
AIA China

Mike Mi
President
Academy of Contact Center & BPO (ACCB)

William Wang
Senior Brand Ambassador
Glamour Sales China

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge
Topic: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Ms. Betty Liang, Area Customer Service Manager, EA CSD, DHL-Sinotrans International Air Courier Ltd.
Topic: Insanely Customer Centric Culture in DHL

Mr. Jacob Wong, Chief Life Operations Officer, AIA China

Mr. Mike Mi, President, Academy of Contact Center & BPO (ACCB)

Mr. Benson Chen, Senior Manager, Cisco

Mr. William Wang, Senior Brand Ambassador, Glamour Sales China

What are CEO focuses to achieve sustainable growth with successful customer loyalty?

How to create more business, products and service mobile O2O opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Online/Mobile/Social/eCom/CRM/Offline Integration create strategic value in the current business environment?

Venue:

12/F SML Center, No.610 Xujiahui Rd., Shanghai, 200025, P.R.China

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
AIA Company Limited Shanghai Branch

CRE & CSQS ROUNDTABLE

Shenzhen August 29, 2014 2:00pm-5:00pm

Press Release

Theme: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Topic:

Speaker & Panelists:

CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Jason Chu

Chairman

APCSC

David Yung
Operation Manager
AEON Information Service (Shenzhen)

Maggie Zhang

General Manager

Regus

Alex Leung

Former Head,

APAC Care Strategy

Nokia

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Mr. Ivan Wong, Operation Manager, AEON Information Service (Shenzhen) Co., Ltd.
Mr. David Yung, Operation Manager, AEON Information Service (Shenzhen) Co., Ltd.
Ms. Maggie Zhang, General Manager, Regus
Mr. Alex Leung, Former Head of APAC Care Strategy and Program Office, Nokia

What are CEO focuses to achieve sustainable growth with successful customer loyalty?

How to create more business, products and service mobile O2O opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Online/Mobile/Social/eCom/CRM/Offline Integration create strategic value in the current business environment?

Venue:

深圳市罗湖区嘉宾路4028号太平洋商贸大厦B座23楼

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
AEON Information Service (Shenzhen) Co., Ltd.

CRE & CSQS ROUNDTABLE

Hong Kong August 27, 2014 2:00-5:00

Press Release

Theme: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Topic:

Speaker & Panelists:

CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Jason Chu

Chairman

APCSC

Malcolm Chiu
Chief Information Officer
QNET Ltd

Pack Ling
CEO
Digital Bronco Technology

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: CRE Championship! Winning the Loyalty of our global mobile O2O consumers today

Mr. Malcolm Chiu, Chief Information Officer, QNET Ltd

Topic: Engaging the next future digital consumers with cloud, mobile & analytics

Mr. Pack Ling, former Chief Information Officer, Greater China, General Electric & CEO, Digital Bronco Technology

What are CEO focuses to achieve sustainable growth with successful customer loyalty?

How to create more business, products and service mobile O2O opportunities?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Business Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Online/Mobile/Social/eCom/CRM/Offline Integration create strategic value in the current business environment?

Venue:

AFS Training Room A, 12/F, Prudential Tower, 21 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Prudential Hong Kong Limited

CRE & CSQS CXO Forum

Kuala Lumpur April 7, 2014 2:00-5:00

Press Release

Theme: Service Leadership Meeting Future Customer Demand for CRE Customer Journey

Topic:

Speaker & Panelists:

Service Leadership Meeting Future Customer Demand for CRE Customer Journey

Jason Chu

Chairman

APCSC

Bill Lisle
CEO

AIA Bhd.

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Service Leadership Meeting Future Customer Demand for CRE Customer Journey

Mr. Bill Lisle, CEO, AIA Bhd.

Topic: 重開我們現有顧客體驗管理資源的價值

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

The Westin Kuala Lumpur, Strategy III, Conference Centre LG2, 199 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
AIA Bhd.

CRE & CSqs roundtable

Shanghai, China April 3, 2014 2:00-5:00

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

黃芸

高級禮賓經理

Shanghai Wheelock Square Development Ltd

姚莞贇

公關及推廣經理
Shanghai Wheelock Square Development Ltd

林峰

人力資源外包事業部客服副總監

任仕達

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management
Ms. 黃芸, 高級禮賓經理, Shanghai Wheelock Square Development Ltd

Ms. 姚莞贇, 公關及推廣經理, Shanghai Wheelock Square Development Ltd
Topic: 您的服務在會德豐廣場
Mr. 林峰, 人力資源外包事業部客服副總監, 任仕達

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

上海市南京西路1717號(近華山路)，上海會德豐廣場

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Shanghai Wheelock Square Development Ltd

CRE & CSqs roundtable

Beijing April 2, 2014 2:00-5:00

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Rafael Li

Project Manager
Lenovo Services

Mike Mi

President
Academy of Contact Center & BPO (ACCB)

Liu Yan Jun

Vice President

Academy of Contact Center & BPO (ACCB)

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management
Mr. Rafael Li, Project Manager, Lenovo Services

Topic: Applying the Knowledge - New Model of Fan-Operated Services in the Internet Era

Ms. Frances Feng, Key Account Support Manager, DHL-Sinotrans International Air Courier Ltd.

Topic: Service Beyond Create Values

Mr. Mike Mi, President, Academy of Contact Center & BPO (ACCB)

Mr. Liu Yan Jun, Vice President, Academy of Contact Center & BPO (ACCB)

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

北京海淀区创业路8号联想三标2号楼1楼黄埔会议室

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Lenovo Services

CRE & CSqs roundtable

Guangzhou March 31, 2014 2:00-5:00

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Sarah Chen
CS Manager
DHL-Sinotrans

Connie Chen
Contact Center Supervisor
DHL-Sinotrans

Kiki Wen

Senior Staff

DHL-Sinotrans

Li Fang

Senior CS Officer

AIA Guangdong

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management

Ms. Sarah Chen, Customer Service Manager, DHL-Sinotrans International Air Courier Ltd.

Topic: Good to Great

Ms. Connie Chen, Contact Center Supervisor, DHL-Sinotrans International Air Courier Ltd.

Topic: Efficient Real Time Management

Ms. Kiki Wen, Senior Staff, DHL-Sinotrans International Air Courier Ltd.

Ms. Li Fang, Senior Customer Service Officer, AIA Company Limited Guangdong Provincial Branch

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

廣州市越秀區中山三路33號中華國際中心A座24層

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
DHL-Sinotrans International Air Courier Ltd.

CRE & CSqs roundtable

Bangkok March 26, 2014 9:30-12:30

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Wicha Wattanameta AVP-HR

ACC

Teerayuth Rangsewongse Resource Utilization & Planning Manager

ACC

Jacqueline Wong

Director

Sierra Asia Pacific Inc.

Todd Scully

Professional Consultant S&P Consulting Group

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management

Mr. Teerayuth Rangsewongse, Resource Utilization & Planning Manager, Advanced Contact Center Co., Ltd.

Topic: A Unique Customer Experience Journey: From Calling to Meeting Face to Face

Mr. Wicha Wattanameta, AVP-HR, Advanced Contact Center Co., Ltd.

Topic: How People Innovation supports our CE

Ms. Jacqueline Wong, Director - Asia Pacific Solutions Marketing & Enablement Product and Solution, Sierra Asia Pacific Inc.

Mr. Todd Scully, Professional Consultant, S&P Consulting Group (Thailand) Co., Ltd.

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from Thailand, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

Intouch Tower, Fl.20 “Sky Lounge” Room, 414 Phaholyothin Rd., Samsennai Phayathai, Bangkok 10400 THAILAND

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Advanced Info Service Plc

CRE & CSqs roundtable

Changsha March 21, 2014 2:00-5:00

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management

Mr. Yuguo Nie, Assistant General Manager, China Pacific Life Insurance Co., Ltd. (Changsha)

Topic: Focus on Customer Relationship Management, Provide Excellent Phone Service

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

湖南省长沙市五一大道389号华美欧大厦14楼

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
China Pacific Life Insurance Co., Ltd. Changsha Operations Center

CRE & CSqs roundtable

Shenzhen March 20, 2014 2:00-5:00

Press Release

Theme: O2O Contact Center Integration for Customer Experience Management

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Sherman Zheng
Operation Assistant
General Manager
AIA Shenzhen Branch

Kingenter Wang
Executive Director

Hui Cheng Commercial Service Development

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: O2O Contact Center Integration for Customer Experience Management

Mr. Sherman Zheng, Operation Assistant General Manager, AIA Shenzhen Branch
Topic: Real Life, Real Partner

Mr. Kingenter Wang, Executive Director, Hui Cheng Commercial Service Development Co. Ltd

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

深圳市深南东路5002号信兴广场地王大厦6楼广州教室

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
AIA Company Limited Shenzhen Branch

CRE & CSqs roundtable

Hong Kong March 18, 2014 2:00-6:00

Press Release

Theme: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Chuck Wilson

VP of Business Automation Solutions

Interactive Intelligence USA

Arist Yue
Telebet Manager
The Hong Kong Jockey Club

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Mr. Chuck Wilson, VP of Business Automation Solutions, Interactive Intelligence, USA
Topic: Optimizing Enterprise Customer Service with Interaction Process Automation

Ms. Arist Yue, Telebet Manager, The Hong Kong Jockey Club
Topic: Pursuit of Excellent Customer Services with the Lean Model of the Tsing Yi Contact Centre Operation

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

Room 2, 17/F, Prudential Tower, 21 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Prudential Hong Kong Limited

CRE & CSqs roundtable

Malaysia March 7, 2014 9:00-12:00

Press Release
Theme: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Clement Teo

Head of Customer Experience

Astro Malaysia Holdings Berhad

Swee Keong Joo

Head, Customer Experience

Celcom Axiata Berhad

Mona Cheah

AVP, eChannels & Self Service

Astro Malaysia Holdings Berhad

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Ms. Mona Cheah, AVP, eChannels & Self Service, Astro Malaysia Holdings Berhad

Topic: Going Beyond – Our continuous Journey to be better & Making Digital Work

Mr. Swee Keong Joo, Head, Customer Experience - Digital Services, Celcom Axiata Berhad

Topic: Designing agile, customer-oriented business processes to deliver superior customer experiences

Mr. Clement Teo, Head of Customer Experience, Astro Malaysia Holdings Berhad

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from Taiwan, China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

Suite 2-1, Lower Level 2, The Horizon Annexe, Avenue 7, Bangsar South, No.8 Jalan Kerinchi, 59200 Kuala Lumpur

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
Astro Malaysia Holdings Berhad

CRE & CSqs roundtable

Singapore March 5, 2014 9:00-12:00

Press Release
Theme: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Topic:

Speaker & Panelists:

Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Jason Chu

Chairman

APCSC

Nizam Md Agil

Customer Service Director

DHL Express Singapore

Patrick Liew

Special Advisor

HSR Global Ltd.

Luke Diep

Head, Service Quality & PR

RHB Bank Berhad Singapore

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

Mr. Nizam Md Agil, Customer Service Director, DHL Express (Singapore) Pte Ltd

Mr. Patrick Liew, Special Advisor (Former Executive Chairman & CEO), HSR Global Ltd.

Topic: The New Era of Customer Relationship Management: Total Customer Engagement and Service

Mr. Luke Diep, Head, Service Quality & PR, RHB Bank Berhad Singapore

What are CEO focuses to achieve sustainable growth with successful customer engagement?

How to create more business, products and service innovation opportunities from market analytics?

What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

Service Innovation model from Taiwan, China, Hong Kong, Asia Pacific and Western World

How do Customer Engagement, Social Monitoring/Listening and Market Analytics create strategic value in the current business environment?

Venue:

Diamond Room, Level 5, 1 Tai Seng Drive, DHL Air Express Centre, Singapore 535215

Organizer:

Asia Pacific Customer Service Consortium

Co-Organizers:
DHL Express (Singapore) Pte Ltd