International CRE & CSQS Leadership Summit 2018 June 14-15

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Grand Ballroom I, 1/F

3 Tong Tak Street, Tseung Kwan O, Hong Kong

New Territories

Hong Kong

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International CRE and CSQS Leadership Summit 2018

International CRE and CSQS Leadership Summit 2018 to be held in cosmopolitan Hong Kong on 14-15 June 2018 will provide an international platform for you to meet honorable guests of the Asia Pacific Customer Service Consortium, industry leaders and experts of the international leadership community. You may share your valuable insights about Customer Service and Customer Relationship Management with them and the winners of the Customer Relationship Excellence Awards.

At this CRE Leadership Summit, distinguished speakers from government, academia and market leaders in Hong Kong and the Asia Pacific Region will inspire you with the innovative ideas and CRM wisdom on the following subject matters:

a How do you retain your valuable customers during economic recovery?
a How do you maintain your competitiveness
facing the globalization and market turbulence
a How do you achieve leadership in different areas to sustain your business growth?

a How do you create sustainable business success with service innovation and CRM?

a How to reduce business costs with self services and environmental strategies?

Fee Schedule:

1. FREE for Regional Corporate Member or Sponsor

2. HKD12,000 to join 2-day Summit for non-member (10% Early-bird Discount for registration by 10 June 2018 or Buy 3 Get 1 FREE)

3. HKD6,800 to join 1-day Summit

4. HKD1,080 to join 1-day CEO Luncheon

The Customer Relationship Excellence and Customer Service Quality Standard Leadership Summit 2018 is an invaluable OPPORTUNITY for you to achieve these business goals!


Speakers for 2017 Leadership Summit

    • Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium
      Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

    • Mr. Robert Elliott, CEO & General Manager, Manulife (Cambodia) Plc.
      Topic: Achieving CSR and Customer Engagement Excellence in Cambodia

    • Mr. Tatsumi Yamashita, CEO, HDI – Japan
      Topic: Customer Experience Management Trend and Contact Center Benchmarking

    • Mr. Sudesh Thevasenabathy, Head of Customer Experience, AXA Hong Kong
      Topic: Customer Service vs Customer Experience

    • Ms. Michelle Shiers, Chief Customer Service Officer, Telstra International Limited
      Topic: Cutting through the Asian Service Culture

    • Mr. Clement Lo, Chief Information Officer, BCT Group
      Topic: Best Practices on Big Data Platform for Better Customer Experience

    • Mr. Sunny Cheng, Director, Head of Financial Controlling, DHL Express (Hong Kong) Limited
      Topic: Strategies and Leadership to be Sustainable International Service Destination

    • Mr. Sasha Agafonoff, Principal Consultant, North Asia, Nuance Communications
      Topic: Securing the Future – Biometrics in the Age of Omnichannel Customer Service

    • Mr. Mukesh Pilania, Asia Regional Head - Transversal Customer Experience, AXA Asia
      Topic: Uplifting Customer Experience Through Innovation Excellence

    • Mr. Wang Yan, Overseas Service Director, Haier Electrical Appliances Corp. Ltd, Qingdao, China
      Topic: Service Mode Innovation In the Internet era

    • Mr. S.T. Chan, Senior Manager (Customer Supplies), The Hongkong Electric Co., Ltd.
      Topic: CRE Leadership & Service Innovation in Public Utility

    • Mr. Troy Barnes, Head of Customer Experience, AIA Bhd.
      Topic: AIA Bhd.'s Customer Experience Management Strategy

    • Mr. Bertrand Gonnet, General Manager, Celki VitalAire
      Topic: Customer Experience in Home Healthcare: Example of a patient-centric support program

    • Mr. Samuel Yuan, Vice President – Channel Operation Management and Convergence Product, Far EasTone Telecommunications Co., Ltd
      Topic: Service from the Heart

    • Ms. Daisy He, Senior Manager-Consumer Service Management & Engagement, Lenovo Services, Beijing, China
      Topic: Implementation and Innovation drive Corporate Internet+ Development and Integration

    • Ms. Grace Zhao, CEO, Grand Media
      Topic: Utilizing Social Media to create Customer Service Excellence

    • Mr. Joseph Toh, Founder, Digital Billions Pte Ltd
      Topic: Strategies on Big Data, Blockchain and AI in New Economy

    • Dr. Alexander Chan, Senior Programme Director/College Principal Lecturer, HKU SPACE Executive Academy

    • Ms. Veronique Liu, Operation Director, Teleperformance China

    • Ms. Maggie Zhang, General Manager, Regus Business Service

    • Ms. Daisy Lam, President, The Institute of Crisis and Risk Management

Distinguished speakers from government departments, academia, and market leaders will share their experience and address the following six sessions at the Conference:

  • Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

Target Audience:

  • CRM Community Leaders
  • CEO /President / Managing Director
  • CIO / CTO / COO / CFO
  • General Manager
  • Head of Marketing / Director / Senior Manager
  • Head of Sales / Director / Senior Manager
  • Head of Customer Service /Director
  • Head of Contact Center / Senior Manager
  • Head of Direct Marketing/ Senior Manager
  • Head of Direct Banking/ Director / Senior Manager
  • Head of Billing/ Director / Senior Manager
  • CRM Project Manager

Past Leadership Summit Sponsors and Exhibitors

  • McDonald’s® Restaurants (Hong Kong) Limited
  • Bonjour Holdings Ltd
  • Tripolis Solutions
  • Eptica UK
  • Continuous Technologies Intl Ltd
  • China Telecom Global
  • China Pacific Life Insurance
  • CITIC Telecom International CPC Limited
  • 1O1O
  • CSL Limited
  • Interactive Intelligence
  • Accenture
  • Advanced Info Service Plc.
  • Aspect
  • Astro Malaysia
  • AXA
  • Bupa
  • MetLife
  • Prudential Hong Kong
  • QNet Limited
  • Shanghai Wheelock Square
  • Standard Chartered Bank
  • Ricoh Hong Kong Limited
  • The Hong Kong Jockey Club
  • Hang Lung Properties
  • Hong Kong Broadband Network
  • Hong Yip Service Co., Ltd
  • Hewlett-Packard
  • Goodwill Management Limited
  • Hopewell Real Estate Agency Limited
  • AEON Information Service (Shenzhen) Co., Ltd.
  • Henderson Land Group Property Management Department (Hang Yick and Well Born)
  • Guangzhou JieYin Communication Technology Co. Ltd, China
  • Ltd
  • Dr. Thomas Tong Professional Services Limited

The 2017 CRE & CSQS Leadership Summit was a great success with CEO Luncheon Forum and knowledge sharing amongst the CRE Community Leaders, enclosed with the post-event news coverage in:

SingTao (P.1, P.2, P.3, P.4, P.5 & Pre-event 1, 2, 3, 2015 CRE Awards Winner List)

Hong Kong Economic Times newspaper (P.1, P.2, P.3, P.4 & Pre-event 1, 2, 3, 2014 CRE Awards Winner List)

The Standard (P.1, P.2, P.3 & Pre-event)

The CRE Awards Dinner Ceremony

In The CRE Awards Dinner Ceremony 2018, the list of Winners for the 2017 Customer Relationship Excellence Awards (CRE Awards) will be announced. They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, site visits assessment by the judging panel following the Customer Service Quality Standard (CSQS) criteria, public web voting and a final round of judging by a panel of customer relationship excellence experts. Presentations from a selection of the Winners of the CRE Awards 2017 will be given at that time.

For details of the CRE & CSQS Leadership Summit, as well as the sponsorship of other APCSC events, please visit our website .

We hope that you will give much consideration to join us onboard as an exhibitor in this CRE & CSQS Leadership Summit 2018. I believe that your participation as an exhibitor at this event would be most beneficial for expanding your customer base and creating a higher visibility and presence of your organization in Hong Kong, China and internationally.

We also have a Diamond, Gold, Silver and Bronze Sponsorship Program and Exhibition Program for your consideration, based on your budget and requested extra benefits. Should you have any enquiry regarding the sponsorship programs, please feel free to contact Ms Stella Lau on 2174 1428.

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Grand Ballroom I, 1/F

3 Tong Tak Street, Tseung Kwan O, Hong Kong

New Territories

Hong Kong

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