APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2018

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2018 Leadership Summit Program Rundown

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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

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