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Summit Agenda – 25 June 2009 |
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Morning Session
Theme:
Customer Expectation & Experience Management |
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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:
Using the Consumer Experience for
Competitive Advantage in Uncertain Times
Mr. Roger Yu, Partner – Management Consulting, Greater China,
Accenture |
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Topic: Living up to Customer Expectation through Continuous
Innovations
Mr. Lam Chiu-ying, Former Director, Hong Kong Observatory |
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Topic: Strategic Online Customer Service for Greater Customer
Satisfaction and ROI
Mr. Olivier Njamfa, President & CEO, Eptica, UK |
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Tea Break |
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CEO Luncheon Forum and
People Site Certification Presentation
Theme: Service
Leadership |
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Day 1
CEO Luncheon Forum |
Topic: Octopus Rewards- Bringing Convenience and Benefits to
Merchants and Consumers
Ms. Prudence Chan, Chief Executive Officer, Octopus Holdings Limited |
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People Site Certification Presentation &
Networking Luncheon |
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Topic: Creating Ultimate Customer Experience
Mr. Patrick Lee, Managing Director, North Asia, Inchcape |
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CEO
Forum: Service Leadership |
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Afternoon Session
Theme: CRM Service
Strategy in China |
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Day 1
Afternoon Session |
Topic: Provide Trust and Confidence to Customers with Integrated
Proactive Service in China
Mr. Jason Wong, Senior Vice President, Customer Services and
Support,
CPCNet Hong Kong Limited |
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Topic: Property Development and Estate Management Customer
Segmentation and Loyalty Strategy in China
Mr. Larry Hui, Vice President, China Vanke Co., Ltd |
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Topic: Employee Development in Customer Service Center
Mr. Xiao Zhi-yong, Director,
China Unionpay Co., Ltd., PRC |
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Tea Break |
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Roundtable Panel Discussion: CRM Service Strategy in China |
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Evaluation Form & Lucky Draw |
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End of Day 1 |
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Summit
Agenda – 26 June 2009 |
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Morning
Session
Theme:
Service Innovation & Corporate Sustainability |
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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: Building the Service Innovation Leadership Vital to
Hong Kong
Mr. Nicholas Yang, Chief Executive Officer, Hong Kong
Cyberport Management Company Ltd. |
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Topic: Innovation on Product Service System
Professor George Huang, The University of Hong Kong |
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Topic: International Corporate Social Responsibility to
Achieve Global Environmental Excellence
Ms. Gaby Oetterli, Head of Corporate Sustainability,
Business Environment Council |
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Tea Break |
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CEO Luncheon Forum and
CSQS Certification Presentation
Theme:
Leadership in
Change and Crisis Management |
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Day 2
CEO Luncheon Forum |
Topic: Why Cry Crisis?
Mr. Kyran Sze, Managing Director, Aedas Ltd.
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CSQS Certification Presentation &
Networking Luncheon
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Topic: Impacting the Total Guest Experience
Mr. Tom Mehrmann, Chief Executive, Ocean Park |
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CEO Forum:
Leadership in
Change and Crisis Management |
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Afternoon
Session
Theme:
Information Technology Empowering Customer Service |
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Day 2 Afternoon Session |
Topic: The Power of the Platform - How a Data Integration
Platform Can Help IT Organizations Lower Costs, Improve
Efficiency, and Deliver Greater Value to the Business
Mr. Anthony Chiu, General Manager, Informatica Hong Kong |
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Topic: Advances in Knowledge Management Development
Mr. Eric Chan, Chairman of Knowledge Management Development
Centre;
General Manager of Business Development and Planning,
Hutchison Telecom
|
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Topic: Leading to Customer Service Excellence through
Advanced Software Application
Mr. Aaron Tan Dani, Chairman APAC, International Association
of Software Architects and Founder, Independent Software
Architects Council, Malaysia |
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Tea Break |
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Roundtable Panel Discussion: Reducing Cost to Serve and
Improving Customer Satisfaction |
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Evaluation Form & Lucky Draw |
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End of Day 2 |
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