cre leadership,journey of championships · cre leadership,journey of championships! ... corporate...

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15 Wednesday, July 9, 2014 SUPPLEMENT CRE Leadership, Journey of Championships ! In pursuit of a sustainable success of corporate development, firms must focus on CRE (customer relationship excellence) strategy and stay ahead to meet customer demands and retain their loyalty. CRE Leadership has become a lifetime journey of championships. At the 2014 International CRE Awards Dinner Ceremony on June 13, Asia Pacific Customer Service Consortium (APCSC) announced the list of winners for the 2013 Customer Relationship Excellence Awards (CRE Awards) as recognition for their outstanding performance in their service fields. During the award ceremony, Mr. Jason Chu, Chairman of APCSC, congratulated all the winners and emphasized the importance of treating CRE Leadership as a journey of championships and the key to a sustainable success in corporate development: “The true leaders are dedicated and enjoy the exploration and pursuit of their CRE Journey striving for professional development, staff engagement and customer satisfaction.” CRE Outstanding Achievement Winner Winning the top honor of the Customer Relationship Excellence – Outstanding Achievement Award together with other three prizes, Mr. Philip Chen, Managing Director of Hang Lung Properties said: “We would like to thank APCSC for providing such a professional platform for organizations like us to share their best-in-class practices, developments and aspirations.” Best CRE World Cup Teams & Players Coming from all over the world, winners of CRE Awards have reached world class and market leadership. Chu described it: “On the 12th International CRE Awards anniversary, we have the best ‘CRE World Cup teams and players’ from cross industries and countries.” Astro Malaysia won the Online Customer Service of the Year for two consecutive years and the new category, Customer Experience Center of the Year. Ms. Swee Lin Liew, Chief Commercial Officer of Astro, said: “We will continue our utmost efforts as Malaysia’s leading integrated consumer media entertainment group and we would like to thank our customers for their continuing support.” “On behalf of APCSC and the international supporting organizations, I congratulate you all for your unyielding enthusiasm, passion, commitment, perseverance, team spirit and sportsmanship in achieving Customer Relationship Excellence (CRE). On the 12th International CRE Awards anniversary, we have the best ‘CRE World Cup teams and players from across industries and countries. All finalists have gone through the final qualifying round of Public web- voting by both your customers and the public endorsement, and the CSQS assessment by the panel of referees. The International CRE Awards program has successfully promoted the spirit of customer relationship excellence, advocated customer centric innovations from different cultures, campaigned for social media mobile technology advancements cross industries, and further raised up the commitments from CEOs to champion and honor the best-in-class customer services winning the loyalty of our global mobile consumers today. CRE Leadership is a Journey of Championship! Through each CRE Awards Journey, together, we celebrate and refocus with stronger passion, closer partnership, genuine trust and fellowship. Together, we embark on a refreshed vision and mission to pursue, support, research and share best practices together among the CRE Leadership and collaborate through the CRE & CSQS Roundtables and CXO Forums in international cities. CRE Leadership is a Journey of Championship! The true leaders are dedicated and enjoy the exploration and pursuit of their CRE Journey striving for professional development, staff engagement and customer satisfaction. APCSC has been very privileged to facilitate and expand this professional platform with all of you for knowledge exchange, experience dialogue and benchmark among international CRE Leaders across industries. CRE Leadership is a Journey of Championship! Tonight, we celebrate together as the International CRE Leadership for our outstanding team work, customer centric innovation, and pursuit of service excellence. On behalf of APCSC and the CRE Awards organizing committee, congratulations to all of you, champions of Customer Relationship Excellence Awards!” Message from Mr. Jason Chu, Chairman of APCSC International CRE Awards Judging Panel Mr. Brett Whitford Executive Director Customer Service Institute of Australia Prof. George Huang Head of Industrial and Manufacturing Systems Engineering Department Hong Kong University Mr. Tatsumi Yamashita CEO of Help Desk Institute Japan International Customer Relationship Excellence Awards Winner Group Photo with Mr. Jason Chu, Chairman of APCSC at 2014 International CRE Awards Dinner Ceremony Customer Relationship Excellence - Outstanding Achievement Hang Lung Properties Limited Corporate Environmental Leadership (Property Management) Henderson Land Group Property Management Department (Hang Yick and Well Born) Corporate Social Responsibility Leadership (Property Management) Hang Lung Properties Limited Public Service (Public Utility) The Hongkong Electric Co., Ltd. Global Support Services (Telecom) China Telecom Global Limited Global Support Services (Logistics) DHL Express (Hong Kong) Limited Global Support Services (Service Desk) IBM Solution & Services (Shenzhen) Co., Ltd. Best Customer Experience Management (Telecom) Advanced Contact Center Co., Ltd. Best Customer Experience Management (Property Management) Shanghai Wheelock Square Development Ltd. Customer Experience Center (Entertainment) MEASAT Broadcast Network Systems Sdn Bhd. Contact Center (IT – Above 1000 Seats) Lenovo Services Contact Center (Logistics – Above 500 Seats) DHL-Sinotrans International Air Courier Ltd. Contact Center (Logistics – Under 300 Seats) DHL Express (Hong Kong) Limited Contact Center (Insurance – Under 200 Seats) China Pacific Life Insurance Co., Ltd. Changsha Operation Center Contact Center (Entertainment – Under 200 Seats) The Hong Kong Jockey Club Integrated Contact Centre Contact Center (Logistics – Under 150 Seats) DHL Express Taiwan Contact Center (Logistics – Under 100 Seats) DHL Express Singapore Contact Center (Insurance – Under 20 Seats) Manulife (Singapore) Pte Ltd. Customer Service Center (Entertainment) The Hong Kong Jockey Club (Retail) Customer Service Center (Insurance) AIA Company Limited Shenzhen Branch Customer Satisfaction Quality System (Logistics) DHL Express Singapore 2013 CRE Awards Corporate Winners Employee Engagement Program (Logistics) DHL Express Singapore Employee Engagement Program (Property Management) Hang Lung Properties Limited Field Support Team (Property Management) Henderson Land Group Property Management Department (Hang Yick and Well Born) High Speed Customer Service (Entertainment) The Hong Kong Jockey Club Tsing Yi Telebet Center Best Use Of Knowledge Management (Logistics) DHL-Sinotrans International Air Courier Ltd. Online Customer Service (Entertainment) MEASAT Broadcast Network Systems Sdn Bhd. Corporate Service Team (Entertainment) The Hong Kong Jockey Club Claim Management People Development Program (Property Management) Hang Lung Properties People Development Program (Logistics) DHL Express Taiwan Merit - Best Customer Experience Management Manulife (Singapore) Pte Ltd. Merit - Field Support Team Hong Kong Airlines Limited Overview of CRE Awards 2014 Process Open for Application & Nomination Jun-Dec 2014 CSQS Preparation for the CRE Awards^ Application Deadline *EA Sep 15 **SA Dec 15 Self Assessment Questionnaire Jan 31, 2015 Business Case Presentations Feb 2015 Stage One Screening Feb-Mar 2015 Mystery Call / Visit Mar-Apr 2015 CSQS and CSKM On-Site Assessment * Oct-Dec 2014 ** Jan-Apr 2015 Stage Two Screening Apr-May 2015 Public Web voting Apr-May 2015 Final Assessment by Judging Panel May 2015 CRE Awards Dinner Ceremony Jun 2015 Press Release & Publication of Newspaper Jun-Jul 2015 *EA: Early Application **SA: Second Application ^CSQS Training is mandatory for CRE Awards applications Consecutive Winner Logos in recognition of organizations’ long-term participation Bella Chhoa, Asst. Director (center) Bill Lisle, CEO, AIA Bhd. (right) & Jason Chu, Chairman, APCSC Vilasinee Puddhikarant (center) Chief Customer Officer Advanced Info Service Swee Lin Liew (right) Chief Commercial Officer, Astro Nizam Agil, Vice President, CS (right) Arthur Zhang, General Manager (left) CEO of the Year Bill Lisle, AIA Bhd. CRM Director of the Year Angie Hung Chun Mei, DHL Express Taiwan CRM Manager of the Year Hawk Sun Ming Hung, DHL Express Taiwan (Logistics) Customer Service Manager of the Year Pansy Ip Oi Ying, The Hong Kong Jockey Club (Entertainment – Contact Center) Diddy Chan Chi Man, Prudential Hong Kong Limited (Insurance – Contact Center) Frances Feng Ying, DHL-Sinotrans International Air Courier Ltd. (Logistics – Contact Center) Betty Wang Qiao Hui, China Telecom Global Limited (Network Communications – Contact Center) Julia Huang Chin Wen, DHL Express Taiwan (Logistics – Contact Center T&D) Pinky Mui Tsz Ting, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center) Raymond Wong Shu Hon, Prudential Hong Kong Limited (Insurance – Service Center) Thomas Wong Siu Hin, CITIC Telecom International CPC Limited (Network Communications – Service Center) Amy Leung Po Chu, The Hong Kong Jockey Club Claim Management (Entertainment – Technical Center) Felix Huang Hung To, China Telecom Global Limited (Network Communications – Technical Center) Joanna Wang Xiao Jian, IBM Solution & Services (Shenzhen) Co., Ltd. (Service Desk – Technical Center) Customer Service Team Leader of the Year Man Ng Wai Man, The Hong Kong Jockey Cub (Entertainment – Contact Center) Viniza Wang Qian, DHL-Sinotrans International Air Courier Ltd. (Logistics – Contact Center) Daisy Zhou Dao Xin, China Telecom Global Limited (Network Communications – Contact Center) Pang Wai Kwong, The Hongkong Electric Co., Ltd. (Public Services – Contact Center) Norelle Wong Yik Wang, Hong Kong Airlines Limited (Airlines – Service Center) Rainie Chan Kwun Ching, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center) Daniel Huang Tian Long, China Enterprise ICT Solutions Limited (Network Communications – Service Center) Jenny Liu Kai Yuk, The Hong Kong Jockey Club Claim Management (Entertainment – Technical Center) Wendy Wan Lin, IBM Solution & Services (Shenzhen) Co., Ltd. (Service Desk – Technical Center) Customer Service Professional of the Year Anna Choi On Na, DHL Express (Hong Kong) Limited (Entertainment – Contact Center) Alice Lai Hoi Yan, The Hong KongJockey Club (Entertainment – Contact Center) Keely Suen Wai Man, Prudential Hong Kong Limited (Insurance – Contact Center) Ben Deng Jun Ming, China Telecom Global Limited (Network Communications – Contact Center) Anthony Tobias, The Hongkong Electric Co., Ltd. (Public Services – Contact Center) 2013 CRE Awards Individual Winners Brenda Leung Pui Man, HKT Premier (Telecom – Contact Center) Cynthia Chen Yu Hsien, DHL Express Taiwan (Logistics – Contact Center T&D) Edwin Tse Pui Yu, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center) Koey Hsu Ping, Hong Kong Tourism Board (Tourism – Service Center) Ong Sze Err, SBS Transit Ltd (Transportation – Service Center) Merit - Customer Service Manager of the Year Raymond Lam Tak Shing, The Hong Kong Jockey Club (Contact Center) Cathy Lee Kit Yee, DHL Express (Hong Kong) Limited (Contact Center) Jennifer Tsang Fung Ping, The Hong Kong Jockey Club (Retail) (Service Center) Anita Chan Lai Wa, The Hong Kong Jockey Club (Retail) (Service Center) James Cheung Wan, China Telecom Global Limited (Technical Center) Merit - Customer Service Team Leader of the Year Melody Fu Man Ling, The Hongkong Electric Co., Ltd. (Contact Center) Patrick Chan Wai Chung, The Hong Kong Jockey Club (Contact Center) Jacky Chan Shing Pan, The Hong Kong Jockey Club (Contact Center) John Cho Ka Kin, The Hong Kong Jockey Club Integrated Contact Centre (Contact Center) Jeff Chan Chi Wo, DHL Express (Hong Kong) Limited (Contact Center) Fanny Lau Yan Yin, The Hong Kong Jockey Club (Retail) (Service Center) Fanny Wong Hoi Chung, The Hong Kong Jockey Club (Retail) (Service Center) Nancy Cheng Lan Sze, Hong Kong Airlines Limited (Service Center) Merit - Customer Service Professional of the Year Ho Wing Kwong, The Hongkong Electric Co., Ltd. (Contact Center) Chung Hok Lam, The Hongkong Electric Co., Ltd. (Contact Center) Kitty Tang Wing Vhee, The Hongkong Electric Co., Ltd. (Contact Center) Crystal Lam Yuen, The Hongkong Electric Co., Ltd. (Contact Center) Angel Lam Wai Siu, The Hong Kong Jockey Club (Contact Center) Anthony Wong Tsz Fung, The Hong Kong Jockey Club (Contact Center) Murphy Fan Wing Fai, HKT Premier (Contact Center) Yang Bei, DHL-Sinotrans International Air Courier Ltd. (Contact Center) Regina Shiu Wyman, DHL Express (Hong Kong) Limited (Contact Center) Ken Katsumata, The Hong Kong Jockey Club (Retail) (Service Center) Samuel Lam Sze Yan, The Hong Kong Jockey Club (Retail) (Service Center) 2013 CRE Awards Individual Winners Group Photo Customer Relationship Excellence Awards Official Launch 2014 International CRE Awards Dinner Ceremony International CRE & CSQS Leadership Summit 2014 & International CRE Awards Ceremony

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Page 1: CRE Leadership,Journey of Championships · CRE Leadership,Journey of Championships! ... corporate development, firms must focus on CRE ... Norelle Wong Yik Wang,

15Wednesday, July 9, 2014 SUPPLEMENT

CRE Leadership, Journey of Championships !In pursuit of a sustainable success of

corporate development, firms must focus on CRE (customer relationship excellence) strategy and stay ahead to meet customer demands and retain their loyalty. CRE Leadership has become a lifetime journey of championships.

At the 2014 International CRE Awards Dinner Ceremony on June 13, Asia Pacific Customer Service Consortium (APCSC) announced the list of winners for the 2013 Customer Relationship Excellence Awards (CRE Awards) as recognition for their outstanding performance in their service fields.

During the award ceremony, Mr. Jason Chu, Chairman of APCSC, congratulated all the winners and emphasized the importance of treating CRE Leadership as a journey of

championships and the key to a sustainable success in corporate development: “The true leaders are dedicated and enjoy the exploration and pursuit of their CRE Journey striving for professional development, staff engagement and customer satisfaction.”

CRE Outstanding Achievement WinnerWinning the top honor of the Customer

Relationship Excellence – Outstanding Achievement Award together with other three prizes, Mr. Philip Chen, Managing Director of Hang Lung Properties said: “We would like to thank APCSC for providing such a professional platform for organizations like us to share their best-in-class practices, developments and aspirations.”

Best CRE World Cup Teams & PlayersComing from all over the world, winners

of CRE Awards have reached world class and market leadership. Chu described it: “On the 12th International CRE Awards anniversary, we have the best ‘CRE World Cup teams and players’ from cross industries and countries.”

Astro Malaysia won the Online Customer Service of the Year for two consecutive years and the new category, Customer Experience Center of the Year. Ms. Swee Lin Liew, Chief Commercial Officer of Astro, said: “We will continue our utmost efforts as Malaysia’s leading integrated consumer media entertainment group and we would like to thank our customers for their continuing support.”

“On behalf of APCSC and the international supporting organizations, I congratulate you all for your unyielding enthusiasm, passion, commitment, perseverance, team spirit and sportsmanship in achieving Customer Relationship Excellence (CRE). On the 12th International CRE Awards anniversary, we have the best

‘CRE World Cup teams and players from across industries and countries. All finalists have gone through the final qualifying round of Public web-voting by both your customers and the public endorsement, and the CSQS assessment by the panel of referees. The International CRE Awards program has successfully promoted the spirit of customer relationship excellence, advocated customer centric innovations from different cultures, campaigned for social media mobile technology advancements cross industries, and further raised up the commitments from CEOs to champion and honor the best-in-class customer services winning the loyalty of our global mobile consumers today.

CRE Leadership is a Journey of Championship! Through each CRE Awards Journey, together, we celebrate and refocus with stronger passion, closer partnership, genuine trust and fellowship. Together, we embark on a refreshed vision and mission to pursue, support, research and share best practices together among the CRE Leadership and collaborate through the CRE & CSQS Roundtables and CXO Forums in international cities.

CRE Leadership is a Journey of Championship! The true leaders are dedicated and enjoy the exploration and pursuit of their CRE Journey striving for professional development, staff engagement and customer satisfaction. APCSC has been very privileged to facilitate and expand this professional platform with all of you for knowledge exchange, experience dialogue and benchmark among international CRE Leaders across industries.

CRE Leadership is a Journey of Championship! Tonight, we celebrate together as the International CRE Leadership for our outstanding team work, customer centric innovation, and pursuit of service excellence. On behalf of APCSC and the CRE Awards organizing committee, congratulations to all of you, champions of Customer Relationship Excellence Awards!”

Message from Mr. Jason Chu, Chairman of APCSC

International CRE Awards Judging Panel

Mr. Brett Whitford Executive Director Customer Service Institute of Australia

Prof. George Huang Head of Industrial and Manufacturing Systems Engineering Department Hong Kong University

Mr. Tatsumi Yamashita CEO of Help Desk Institute Japan

International Customer Relationship Excellence Awards Winner Group Photo with Mr. Jason Chu, Chairman of APCSC at 2014 International CRE Awards Dinner Ceremony

Customer Relationship Excellence -Outstanding AchievementHang Lung Properties Limited

Corporate Environmental Leadership (Property Management)Henderson Land Group Property Management Department (Hang Yick and Well Born)

Corporate Social Responsibility Leadership(Property Management) Hang Lung Properties Limited

Public Service (Public Utility)The Hongkong Electric Co., Ltd.

Global Support Services (Telecom)China Telecom Global Limited

Global Support Services (Logistics)DHL Express (Hong Kong) Limited

Global Support Services (Service Desk)IBM Solution & Services (Shenzhen) Co., Ltd.

Best Customer Experience Management (Telecom)Advanced Contact Center Co., Ltd.

Best Customer Experience Management (Property Management)Shanghai Wheelock Square Development Ltd.

Customer Experience Center (Entertainment)MEASAT Broadcast Network Systems Sdn Bhd.

Contact Center (IT – Above 1000 Seats)Lenovo Services

Contact Center (Logistics – Above 500 Seats)DHL-Sinotrans International Air Courier Ltd.

Contact Center (Logistics – Under 300 Seats)DHL Express (Hong Kong) Limited

Contact Center (Insurance – Under 200 Seats)China Pacific Life Insurance Co., Ltd. Changsha Operation Center

Contact Center (Entertainment – Under 200 Seats)The Hong Kong Jockey Club Integrated Contact Centre

Contact Center (Logistics – Under 150 Seats)DHL Express Taiwan

Contact Center (Logistics – Under 100 Seats)DHL Express Singapore

Contact Center (Insurance – Under 20 Seats)Manulife (Singapore) Pte Ltd.

Customer Service Center (Entertainment)The Hong Kong Jockey Club (Retail)

Customer Service Center (Insurance)AIA Company Limited Shenzhen Branch

Customer Satisfaction Quality System (Logistics)DHL Express Singapore

2013 CRE Awards Corporate Winners Employee Engagement Program (Logistics)DHL Express Singapore

Employee Engagement Program (Property Management)Hang Lung Properties Limited

Field Support Team (Property Management)Henderson Land Group Property Management Department (Hang Yick and Well Born)

High Speed Customer Service (Entertainment)The Hong Kong Jockey Club Tsing Yi Telebet Center

Best Use Of Knowledge Management (Logistics)DHL-Sinotrans International Air Courier Ltd.

Online Customer Service (Entertainment)MEASAT Broadcast Network Systems Sdn Bhd.

Corporate Service Team (Entertainment)The Hong Kong Jockey Club Claim Management

People Development Program (Property Management)Hang Lung Properties

People Development Program (Logistics)DHL Express Taiwan

Merit - Best Customer Experience ManagementManulife (Singapore) Pte Ltd.

Merit - Field Support TeamHong Kong Airlines Limited

Overview of CRE Awards 2014 ProcessOpen for Application & Nomination Jun-Dec 2014CSQS Preparation for the CRE Awards^Application Deadline *EA Sep 15 **SA Dec 15Self Assessment Questionnaire Jan 31, 2015Business Case Presentations Feb 2015Stage One Screening Feb-Mar 2015Mystery Call / Visit Mar-Apr 2015CSQS and CSKM On-Site Assessment * Oct-Dec 2014 ** Jan-Apr 2015Stage Two Screening Apr-May 2015Public Web voting Apr-May 2015Final Assessment by Judging Panel May 2015CRE Awards Dinner Ceremony Jun 2015Press Release & Publication of Newspaper Jun-Jul 2015

*EA: Early Application **SA: Second Application^CSQS Training is mandatory for CRE Awards applications

Consecutive Winner Logos in recognition of organizations’ long-term participation

Bella Chhoa, Asst. Director (center)

Bill Lisle, CEO, AIA Bhd. (right) & Jason Chu, Chairman, APCSC

Vilasinee Puddhikarant (center) Chief Customer OfficerAdvanced Info Service

Swee Lin Liew (right) Chief Commercial Officer, Astro

Nizam Agil, Vice President, CS (right)

Arthur Zhang, General Manager (left)

CEO of the YearBill Lisle, AIA Bhd.

CRM Director of the Year Angie Hung Chun Mei, DHL Express Taiwan

CRM Manager of the YearHawk Sun Ming Hung, DHL Express Taiwan (Logistics)Customer Service Manager of the YearPansy Ip Oi Ying, The Hong Kong Jockey Club (Entertainment – Contact Center)Diddy Chan Chi Man, Prudential Hong Kong Limited (Insurance – Contact Center)Frances Feng Ying, DHL-Sinotrans International Air Courier Ltd. (Logistics – Contact Center)Betty Wang Qiao Hui, China Telecom Global Limited (Network Communications – Contact Center)Julia Huang Chin Wen, DHL Express Taiwan (Logistics – Contact Center T&D)Pinky Mui Tsz Ting, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center)Raymond Wong Shu Hon, Prudential Hong Kong Limited (Insurance – Service Center)Thomas Wong Siu Hin, CITIC Telecom International CPC Limited (Network Communications – Service Center)Amy Leung Po Chu, The Hong Kong Jockey Club Claim Management (Entertainment – Technical Center)Felix Huang Hung To, China Telecom Global Limited (Network Communications – Technical Center)Joanna Wang Xiao Jian, IBM Solution & Services (Shenzhen) Co., Ltd. (Service Desk – Technical Center)Customer Service Team Leader of the YearMan Ng Wai Man, The Hong Kong Jockey Cub (Entertainment – Contact Center)Viniza Wang Qian, DHL-Sinotrans International Air Courier Ltd. (Logistics – Contact Center)Daisy Zhou Dao Xin, China Telecom Global Limited (Network Communications – Contact Center)Pang Wai Kwong, The Hongkong Electric Co., Ltd. (Public Services – Contact Center)Norelle Wong Yik Wang, Hong Kong Airlines Limited (Airlines – Service Center)Rainie Chan Kwun Ching, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center)Daniel Huang Tian Long, China Enterprise ICT Solutions Limited (Network Communications – Service Center)Jenny Liu Kai Yuk, The Hong Kong Jockey Club Claim Management (Entertainment – Technical Center)Wendy Wan Lin, IBM Solution & Services (Shenzhen) Co., Ltd. (Service Desk – Technical Center)

Customer Service Professional of the YearAnna Choi On Na, DHL Express (Hong Kong) Limited (Entertainment – Contact Center)Alice Lai Hoi Yan, The Hong KongJockey Club (Entertainment – Contact Center)Keely Suen Wai Man, Prudential Hong Kong Limited (Insurance – Contact Center)Ben Deng Jun Ming, China Telecom Global Limited (Network Communications – Contact Center)Anthony Tobias, The Hongkong Electric Co., Ltd. (Public Services – Contact Center)

2013 CRE Awards Individual WinnersBrenda Leung Pui Man, HKT Premier (Telecom – Contact Center)Cynthia Chen Yu Hsien, DHL Express Taiwan (Logistics – Contact Center T&D)Edwin Tse Pui Yu, The Hong Kong Jockey Club (Retail) (Entertainment – Service Center)Koey Hsu Ping, Hong Kong Tourism Board (Tourism – Service Center)Ong Sze Err, SBS Transit Ltd (Transportation – Service Center)

Merit - Customer Service Manager of the YearRaymond Lam Tak Shing, The Hong Kong Jockey Club (Contact Center)Cathy Lee Kit Yee, DHL Express (Hong Kong) Limited (Contact Center)Jennifer Tsang Fung Ping, The Hong Kong Jockey Club (Retail) (Service Center)Anita Chan Lai Wa, The Hong Kong Jockey Club (Retail) (Service Center)James Cheung Wan, China Telecom Global Limited (Technical Center)Merit - Customer Service Team Leader of the YearMelody Fu Man Ling, The Hongkong Electric Co., Ltd. (Contact Center)Patrick Chan Wai Chung, The Hong Kong Jockey Club (Contact Center)Jacky Chan Shing Pan, The Hong Kong Jockey Club (Contact Center)John Cho Ka Kin, The Hong Kong Jockey Club Integrated Contact Centre (Contact Center)Jeff Chan Chi Wo, DHL Express (Hong Kong) Limited (Contact Center)Fanny Lau Yan Yin, The Hong Kong Jockey Club (Retail) (Service Center)Fanny Wong Hoi Chung, The Hong Kong Jockey Club (Retail) (Service Center)Nancy Cheng Lan Sze, Hong Kong Airlines Limited (Service Center)Merit - Customer Service Professional of the YearHo Wing Kwong, The Hongkong Electric Co., Ltd. (Contact Center)Chung Hok Lam, The Hongkong Electric Co., Ltd. (Contact Center)Kitty Tang Wing Vhee, The Hongkong Electric Co., Ltd. (Contact Center)Crystal Lam Yuen, The Hongkong Electric Co., Ltd. (Contact Center)Angel Lam Wai Siu, The Hong Kong Jockey Club (Contact Center)Anthony Wong Tsz Fung, The Hong Kong Jockey Club (Contact Center)Murphy Fan Wing Fai, HKT Premier (Contact Center)Yang Bei, DHL-Sinotrans International Air Courier Ltd. (Contact Center)Regina Shiu Wyman, DHL Express (Hong Kong) Limited (Contact Center)Ken Katsumata, The Hong Kong Jockey Club (Retail) (Service Center)Samuel Lam Sze Yan, The Hong Kong Jockey Club (Retail) (Service Center)

2013 CRE Awards Individual Winners Group Photo

Customer Relationship Excellence Awards Official Launch2014 International CRE Awards Dinner Ceremony

International CRE & CSQS Leadership Summit 2014 & International CRE Awards Ceremony

Page 2: CRE Leadership,Journey of Championships · CRE Leadership,Journey of Championships! ... corporate development, firms must focus on CRE ... Norelle Wong Yik Wang,

16 Wednesday, July 9, 2014SUPPLEMENT

CRE Thought Leadership in O2O era

Co-located with the CRE Awards Ceremony, the International CRE & CSQS Leadership Summit 2014 invited international keynote speakers to share their innovative insights and panel discussions for stimulating exchanges and in-depth studies on the future CRE trends – the era of O2O (Online to Offline).

Organized by APCSC, the Leadership Summit 2014 is the one-of-its-kind event in Asia to provide a professional platform for international global leaders and pioneers to exchange and update the latest trends, further promote CRE Leadership and the means to achieve it.

Digitalization & Personalisation AgeThis year’s summit shed light on the theme: O2O

Online and Offline Integration on Customer Experience Management for CRE Customer Journey.

The 2-day Summit was divided into 4 discussion sessions, with topics on O2O Integration, e-Commerce, mobile, cloud service trend, etc., for industry top leaders from all over the world to share their innovative successes.

Mr. John Jansen, VP of International Marketing, Interactive Intelligence Inc. from the US shared their researches on the consumer habits and social media, thus provided critical insights on CRM strategies planning for better ROI.

Making use of social media and email systems to discover potential customers and cultivate them is another hearty sharing from Mr. Frits Storm, Country

Director of Tripolis Solutions from Netherlands. The practical tactics have helped provide individualized real-time information customer experience to enhance the O2O returns.

International Insights from CEO Forums The CEO Luncheon Forum was the stage for

top leaders sharing their visions, achievements to enlighten the audience. On the day 1 CEO Forum, Mr. Chang Jian, GM of Lenovo Group Service Delivery Unit, China, talked about how the brand’s customer centric online feedback platform to promote word of mouth and transparecy to enhance employees’ sense of belonging and customers’ loyalty, while Mr. Jason Chu, Chairman of APCSC, discussed with leaders the key factors for O2O marketing and customer journey integration.

In the day 2 CEO Forum, Mr. Tom Mehrmann, CE of Ocean Park Hong Kong, highlighted the theme park’s innovations for sustainability in the past decade, and Mr. Tatsumi Yamashita, CEO of Help Desk Institute from Japan summarized the customer service culture and experience trend in Japan’s cross industries benchmarking to uplift customer satisfaction.

CSQS raise customer satisfaction As a highlight of the summit, Prof. Huang

from HKU presented the CSQS site certification to Henderson Land Group Property Management Department – Well Born Real Estate Management and Hang Yick Properties Management, and Nexusguard in recognition of their achievements and high level of compliance to CSQS in 2014. Mr. Adrian Luwa,

Operation Director of Nexusguard pointed out, “Nexusguard achieved CSQS certification in 2013, but that has not stopped us from continuously improving our customer experience--our customer satisfaction has risen nearly 20 percent compared to last year, due to a number of improvements, even as our customer base continues to grow at a rapid pace.”

APCSC developed the Customer Service Quality Standard (CSQS), also the CRE Awards standard, with Prof. George Huang and researchers from Hong Kong University (HKU), and industry support from the CSQS committee Asia Pacific. Chu pointed out: “CSQS 12.0 has incorporated customer experience management and lifecycle management to help companies accelerate and stay ahead of the competition.”

The third edition of Hong Kong International CRE & Innovation Expo provide a cross industry platform to promote innovative solutions in solving business challenges in the customer centric economy. With the theme of “Digital, Social, Mobile, Apps & Ads; Cloud, CRM, contact center, BPO, eCom & Security”, this year’s Expo gathers visionary exhibitors from different continents, and takes the depth and breadth of discussions to new levels.

Mr. Jason Chu, Chairman of APCSC, stated: “The speed of CRE innovation and O2O integration have become the top priority for business transformation and market leadership.”

The Expo Innovation Awards were also presented at the Expo to recognize the firms that have demonstrated innovative capability in solving business challenges with successful cases and cutting-edge management systems.

Engaging Mobile Customers OnlineThis yea r ’s “mCommerce Cus tomer

Engagement Apps” winner, QNET Ltd, successfully launched 3 mobile apps to provide unique engaging user experience on smartphones. Mr. Haldun Arin,

CEO of QNET said: “Our journey in realigning our global eCommerce business with mobile is a long but rewarding one, and in many ways we are only beginning. This award is just fantastic encouragement for us, especially for the team at QNET who have worked so hard to bring the apps to life.”

Successful Integrated Digital Campaign CaseThe award of “Integrated CEM Digital

Campaign” belongs to Tripolis Solutions this year. Mr. Joost Nienhuis, CEO of Tripolis Solutions BV

from The Netherlands said: “With this campaign, we show that an integrated digital campaign delivers perfect timing, relevant content, showing current and available offers coupled with real time prices. Winning this prestigious Expo Innovation Award for the 2nd consecutive year not only shows the success of our long-term efforts in developing this innovative software, it also clearly marks a new and integrated way of Digital Campaigns for marketers worldwide.”

CSQS on-site Assessment – Astro Customer Lifestyle Center in Malaysia

CSQS on-site Assessment – Advanced Contact Center accompanied by Jaiporn Srisakul, Managing Director

CXO Forum - Day 1 (left to right): Authur Zhang, General Manager, Online Service Delivery of Lenovo; Mike Mi, President of Academy of Contact Center & BPO; Jason Chu; Malcolm Chiu, CIO of QNet; John Janson, Vice President, International Marketing of Interactive Intelligence; Frits Storm, Country Director of Tripolis Solutions

CEO Forum - Day 2 (left to right): Arist Yue, Telebet Manager (Tsuen Wan & Tsing Yi) of The Hong Kong Jockey Club; Tatsumi Yamashita, CEO of Help Desk Institute, Japan; Jason Chu; Thomas Yip, Managing Director of Seascope Risk Services (Hong Kong) Limited

Brian Wan (right 1), Senior Customer Service Manager of Nexusguard received the CSQS Certificate and Trophy from Prof. George Huang (left 1), Dept. Head of Industrial and Manufacturing Systems Engineering, HKU

Frits E. Fraase Storm, Country Director from Tripolis Solutions, received the Expo Innovation Awards Certificate and Trophy

Malcolm Chiu, CIO from QNet received the Expo Innovation Awards Certificate and Trophy

CEO Forum - Day 1 (left to right): Prof. George Huang, Department Head of Industrial and Manufacturing Systems Engineering of HKU; Jason Chu; Song Xue Wu, Senior Director, Haier Electrical Appliance Co. Ltd.

CXO Forum - Day 2 (left to right): Sammy Kam, Technical Director of Octopus Cards Limited; Jason Chu; S.T. Chan, Senior Customer Supplies Engineer of The Hongkong Electric Co., Ltd.

CSQS on-site Assessment – DHL Express Taiwan accompanied by Angie Hung (right 1), Senior CS Director and Andy Lai (left 1), Manager, Customer Care & Key Account Desk

CSQS on-site Assessment (right to left) – Henderson Land Group Well Born Property Management accompanied by Patrick Cheng, Assistant General Manager and Unique Wong, Senior Property Manager

CSQS on-site Assessment (right to lef t) – Shanghai Wheelock Square Development Ltd. accompanied by Melody Siu, Assistant Marketing Services Manager and Bess Huang, Senior Concierge Manager

CSQS on-site Assessment – The Hong Kong Jockey Club accompanied by Pinky Mui (left 1), Branch Manager and Rainie Chan (right 1), Assistant Branch Manager

CSQS on-site Assessment – Hongkong Electric accompanied by S.T. Chan (left 1), Senior Customer Supplies Engineer

CSQS on-site Assessment – Hong Kong Airlines accompanied by Crystal Chan (right 1), Customer Services Supervisor

CRE Innovation Expo & Awards on CEM & Apps

Suen Kwok Lam, MH, JP, Managing Director of Henderson Land Group received the CSQS Trophy and Asia Pacific CSQS Committee Member Certificate. They have also won the CRE Awards for 12 consecutive years

Group Photo of Summit Day 1

Group Photo of Summit Day 2

International CRE & CSQS Leadership Summit 2014 & Hong Kong International CRE Innovation Expo

Page 3: CRE Leadership,Journey of Championships · CRE Leadership,Journey of Championships! ... corporate development, firms must focus on CRE ... Norelle Wong Yik Wang,

17Wednesday, July 9, 2014 SUPPLEMENT

CRE&CSQS Dialog Shape Future Every year, APCSC hosts Customer Relationship

Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtables (RT) and CXO Forums across international cities to provide a professional platform for firms to create thought leadership, dialogs, and benchmarks with best practices across cultures.

“Together, we embark on a refreshed vision and mission to pursuit, support, research and share best practices together among the CRE Leadership and collaborate through the CRE & CSQS Roundtables and CXO Forums in international cities.” Chu concluded, “CRE Leadership is a Journey of Championship!”

Integrate & Innovate to Market ChangesSince August 2013 to April 2014, APCSC has

hosted up to 20 roundtables in Asia Pacific region with CRE innovations and integrated digital, social, mobile solutions as themes discussions.

APCSC held RT’s in HK, Singapore, KL, Bangkok, Taipei with corporate members jointly with Hong Kong Jockey Club, DHL Express, Astro, AIS, etc. with the theme of “Digital, Social, Mobile Innovation Excellence and Service Leadership”. It attracted enthusiastic participation of professionals from diverse disciplines to exchange the best practices.

O2O Focus in BJ, SH, GZ, SZ, HKIn one of the many fruitful roundtables held recently

in Beijing, Shanghai, Guangzhou, Shenzhen, HK, APCSC co-organized with Leveno Beijing, Shanghai Wheelock Square, DHL-Sinotrans, AIA, Prudential, senior executives shared different aspect on customer experience management and perspectives under the theme of “O2O Online and Offline Integration on Customer Experience Management for CRE Customer Journey”. Wheelock Square talked about how their innovative one-stop concierge management and brand-building strategies transformed the property into the highest rent commercial tower in Shanghai.

Transformation for Customer Contact CentersSome of the roundtables in Hong Kong and

Shenzhen focus on “CRE Success and Innovations of Customer Contact Centers”. Distinguished industry leaders such as Mr. Frits Storm, Country Director of Tripolis Solutions and Ms. Malou Caluza, Director for Operations and Chief Marketing Officer of QNET, Ms. Xu Ziying, GM of Direct Banking Center, China Merchants Bank shared their successful pioneering development and change management for contact center service development in different countries on CRE leadership.

Visionary Fellows Inspire Society Determined to promote CRE leadership and

service quality, APCSC engages different membership programs to unite and support the customer service professional industry development. Apart from its individual and corporate members, APCSC nominates exemplary CSR and customer centric senior leaders to become Fellow Members as role models to work together and inspire service professionals from all walks of life with their vision, success, knowledge and experience.

CRE Winners Nominated as FellowsThese Fellow members include the past CRE

Awards winners of CEO and CRM Director of the

Year who are dedicated to service excellence for a long period of time. To name a few, they are Mr. Tom Mehrmann, CE of Ocean Park Hong Kong, Mr. Bill Lisle, CEO, AIA Bhd., Mr. Stephen Ho, CEO of CITIC Telecom CPC and Ms. Angie Hung, Senior Customer Service Director of DHL Express Taiwan, etc.

“The true leaders are dedicated and enjoy the exploration and pursuit of their CRE Journey striving for professional development, staff engagement and customer satisfaction. APCSC has been very privileged to facilitate and expand this professional platform with all of you for knowledge exchange, experience dialogue and benchmark among international CRE Leaders across industries.” Chu concluded.

PSC Awards Best Employers Efforts The People Site Certification (PSC) is an accreditation

offered to APCSC Member Companies that have over 90% of their Customer Service and Contact Centre staff remain certified under APCSC’s Global Certification program.

World Class Professional Service4 market leaders won the PSC certificates and

trophies this year in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific and Global markets:

• China Telecom Global Limited• GIA Hong Kong Laboratory Ltd.• Mead Johnson Nutrition (Hong Kong) Ltd.• Quality HealthCare Medical Services Ltd.

Customer Relationship Key to SuccessMr. Li Qing, VP of China Telecom Global said, “We

are honored to receive the People Site Certification award from APCSC. This is the recognition of our efforts and commitment to provide top quality customer service. We believe good customer relationship is the key to success in the telecom market and this certification is an encouragement to our staff to maintain this professional service standard.”

“Congratulations to the People Site Certification companies for their successes in motivating and nurturing both their employees and customers with a strong commitment, engagement and customer experience management strategies to lead the market and to achieve stronger satisfactions, relationships and loyalty.” Chu expressed, “Congratulations to their customer facing employees in achieving the professional certifications.”

Hong Kong CRE & CSQS Roundtable in September 2013 hosted by The Hong Kong Jockey Club

Bangkok CRE & CSQS Roundtable in March 2014 hosted by Advanced Info Service Plc.

Hong Kong CRE & CSQS Roundtable in December 2013 hosted by QNET Ltd.

H o n g K o n g C e r t i f i c a t e i n C u s t o m e r S e r v i c e Management (CCSM) Training in January 2014 from senior management of Hong Kong Airlines, AIA Bhd., Manulife (Singapore), Hang Lung Properties, HK Jockey Club, Nexusguard, Make The Right Call, Richemont

Singapore CRE & CSQS Roundtable in September 2013 hosted by DHL Express (Singapore) Pte Ltd.

Beijing CRE & CSQS Roundtable in April 2014 hosted by Lenovo Group Beijing

Hong Kong CRE & CSQS Roundtable in March 2014 hosted by Prudential (Hong Kong) Limited

Taipei Certificate in Customer Service Management (CCSM) Training and Site Visit in Chunghwa Telecom in March 2014 from senior management of Advanced Info Services (Thailand), DHL Express Taiwan, accompanied by Benjamin Lin, Director, Chunghwa Telecom

Guangzhou CRE & CSQS Roundtable in September 2013 hosted by AIA Company Limited Guangdong Provincial Branch

Guangzhou CRE & CSQS Roundtable in March 2014 hosted by DHL-Sinotrans International Air Courier Ltd.

Shanghai CRE & CSQS Roundtable in April 2014 hosted by Shanghai Wheelock Square Development Ltd.

Kuala Lumpur CRE & CSQS Roundtable in March 2014 hosted by Astro Malaysia Holdings Berhad

Shenzhen Certificate in Customer Service Management (CC S M ) Tr a i n i n g i n J a n u a r y 2 014 f r o m s e n i o r management of DHL-Sinotrans, Shanghai Wheelock, AIA Shenzhen, Lenovo, China Pacific Life Insurance, China Telecom Global

Shenzhen CRE & CSQS Roundtable in August 2013 hosted by Tang Jiu Group

Shenzhen CRE & CSQS Roundtable in December 2013 hosted by AEON Information Service (Shenzhen) Co., Ltd.

Kuala Lumpur CRE & CSQS Roundtable in August 2013 hosted by Astro Malaysia Holdings Berhad

Hong Kong CRE & CSQS Roundtable in November 2013 hosted by DYXnet Group

Kuala Lumpur CXO Forum in April 2014 hosted by AIA BHD

Shenzhen CRE & CSQS Roundtable in March 2014 hosted by AIA Company Limited Shenzhen Branch

H o n g K o n g C e r t i f i c a t e i n C u s t o m e r S e r v i c e Management (CCSM) Training in November 2014 from senior management of HK Electric, Prudential, IBM, DHL Express HK, Henderson Land Group

Taipei CRE & CSQS Roundtable in December 2013 hosted by Chinese Society for Quality

Changsha CRE & CSQS Roundtable in March 2014 hosted by China Pacific Life Insurance Co., Ltd.

Singapore Certificate in Customer Service Management (CCSM) Training and Site Visit in DHL Express Singapore in October 2013 from senior management of RHB Bank Berhad Singapore, PT Plaza Indonesia Realty, Tbk, DHL Express Singapore, Plaza Indonesia Shopping Center

4 Market Leaders Awarded with People Site Certificaton from APCSC. The awardees are (right to left): Quality HealthCare Medical Services Ltd. , Mead Johnson Nutrition (Hong Kong) Ltd., China Telecom Global Limited, GIA Hong Kong Laboratory Ltd.

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18 Wednesday, July 9, 2014SUPPLEMENT

Hang Lung Properties A commitment to excellence and a positive attitude are at the heart of award-winning customer service

Based on its core values of simplicity, authority, integrity and loyalty, Hang Lung Properties relies on its team efforts and its dedication to

continuous improvements in delivering a professional customer service.

As a leading company in Hong Kong, Hang Lung Properties boasts an extensive real estate portfolio in the city. The firm also has been an active player in the mainland China market since the 1990s, specializing in building, owning and managing world-class commercial complexes in key cities throughout China.

With an insistence on excellence at every level that pervades its operations, Hang Lung Properties has won an array of international accolades over the years. The results announced at the 2014 Asia Pacific Customer Relationship Excellence Awards

Dinner Ceremony again reflect its wide-ranging accomplishments.

Hang Lung Properties is honored with four awards in total, namely the Customer Relationship Excellence – Outstanding Achievement Award, the Corporate Social Responsibility Leadership of the Year (Property Management) Award, the Employee Engagement Program of the Year (Property Management) Award, and the People Development Program of the Year (Property Management) Award.

Pursuit of excellenceCommitted to the ‘We Do It Right’ principle,

Hang Lung Properties has long made customer care a significant priority. “We strive to deliver the best services, and this commitment serves as a corporate backdrop to develop as a passion for the whole team,” says Ms. Bella Chhoa, Assistant Director of Corporate Affairs in Hang Lung Properties.

She explains that attention to detail is key to the delivery of outstanding customer service. “For example, we specially appointed renowned designer Lu Lu Cheung to design our company uniform in order to give it a fresh and professional look, as we want the team to develop a sense of pride and belonging,” says Ms. Chhoa. Further, as part of the staff engagement initiatives, front line staffs are encouraged to voice out their comments regarding the uniform in order to help the company to enhance its design. “Then we move onto grooming, which

is another important focus of our Star Service Campaign.”

Human resources managementWith the ever-rising expectations in customer

care nowadays, Hang Lung is determined to maintain its exceptional customer service. It starts with rigorous procedures for staff recruitment, followed by a systematic training program once staff are on board. The company runs a regular Executive Exchange Program for managerial staff, and a Management Trainee Program to build up its pool of talents. As well, there are Career Programs for operational staff, and ongoing training and development programs to ensure staff are well-qualified and up to date in their knowledge and skills.

In promoting staff engagement, Hang Lung devotes considerable resources to staff bonding and team-building through engagement and training programs. “For example, customer service staff are encouraged to communicate directly with their supervisors. Furthermore, we have set up a Customer Service Committee to ensure that management listens to and acts on suggestions and feedback,” stresses Ms. Chhoa.

Positive mindset as the key to quality service

Hang Lung also attributes its success in customer service to the positive attitude among the team members. In particular, Ms. Chhoa highlights the significance of a positive mindset when handling customers’ complaints. “First of all, don’t carry the

mindset that they are difficult to deal with. Staff are reminded to keep a positive attitude. Putting themselves in the customers’ shoes is often the key to understanding the grievances.”

She also encourages customer service staff to consider customer complaints as “gifts”, as they are valuable first-hand feedback that often leads the property or shopping mall to become aware of hidden problems, and come up with appropriate solutions.

Corporate social responsibilityIn line with the “Hang Lung as One” corporate

spirit, staff participate enthusiastically in a wide range of corporate social responsibility programs. The Hang Lung volunteer team now comprises more than 1,000 members, and in 2013, they organized about 70 activities – an increase of 250% compared to the previous year – while the time devoted to volunteer service to the community amounted to nearly 6,500 hours.

In 2013, Hang Lung’s 17 properties in Hong Kong have been awarded the “Class of Excellence” Wastewise Label under the Hong Kong Awards for Environmental Excellence scheme for 2012/13. Of the properties under its management, Amoy Gardens has won this recognition for the first time, a further welcome endorsement of the Company’s strenuous efforts to reduce waste and to build an environmentally friendly community.

“Our staff are among our most important stakeholders,” Ms Chhoa emphasizes. “That’s why we strive continuously to improve staff well-being by providing a safe and healthy working environment, and facilitating a satisfying work-life balance.”

Professional team training and staff engagement as an important foundation of excellent customer service Frontline customer service staff on duty

Positive attitudes as the key to outstanding customer care

Hang Lung Properties wins the Customer Relationship Excellence – Outstanding Achievement and three additional CRE Corporate Awards

“We strive to deliver the best services”,says Ms. Bella Chhoa, Assistant Director of Corporate Affairs in Hang Lung Properties

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19Wednesday, July 9, 2014 SUPPLEMENT

Customers are now growing evermore powerful and demanding with a digital revolution driven by mobile, social

media, cloud computing and advanced big data analytics. With all these technologies at play, customers are expecting companies to engage them consistently in real-time across all digital and non-digital channels.

Differentiate with service excellence“With so many competitors, we need

to differentiate ourselves through service excellence,” shared Mr. Haldun Arin, CEO of QNET. “Putting customers first and delivering

a consistent, relevant and individualized experience which keeps them coming back and referring others to our company are our key to success. In this digital age, we must master our key through technological innovations.”

Holding firmly its corporate philosophy, RYTHM, which stands for Raise Yourself to Help Mankind, QNET Limited (QNET) is a 100% eCommerce company and one of Asia’s leading direct selling companies. QNET uses technology to provide borderless opportunities through their eCommerce platform to people in more than 100 countries everyday.

“Customers expect companies to know them personally and invest in maintaining and enriching this relationship moving forward. The only way a company can overcome these challenges is to invest in time, people and platforms related to these technologies,” said Arin.

International recognition to mCommerceIn response to the dynamic changes in

consumer habits from offline to online, from actual storefronts to computers and mobiles, QNET has launched their CRE and innovation services through their latest mobile apps, namely, QNET Mobile, VCon app and QNET Edge, which help to engage

their global customers by delivering the brand promises; and lead to winning the Hong Kong International Expo Innovation Awards on the Best mCommerce Customer Engagement Apps category.

“It is an honor to be chosen as a winner in the mCommerce Customer Engagement Apps category. Our journey in realigning our global eCommerce business with mobile is a long but rewarding one, and in many ways we are only beginning. This award is just fantastic encouragement for us, especially for the team at QNET who has worked so hard to bring the apps to life. Thank you.” said Arin.

Success to mCommerce strategy

QNET attributes the success of their mCommerce strategy on their belief that investing in mobile technology will bring their customers a better experience, and also their courage to try different mobile experiences while constantly listening, testing and iterating to continuously improve their customers’ mCommerce journey. “We have started to use predictive analytics with data collected online and offlice to anticipate their needs and provide services more effectively and with a personal touch,” he said.

Stay competitive with new ideas In order to stay competitive, QNET

regularly sends staff to APCSC’s training courses and participate in the roundtable discussions, experience sharing and exhibitions to exchange experiences and ideas among other companies with the same passion towards customers, and converting these ideas into customer engagement and digital innovation projects. “We are very confident that there will be a positive impact on customer retention as well as our service standards,” said Arin. “We must also educate ourselves and have a stronger understanding, appreciation and ability on how to leverage these technologies and provide the best support possible to our customers,” concluded Arin.

Engaging Customers through Mobile Apps @ Era of mCommerce

1st QNet IR completing challenges on our gamified video training app - QNet Edge

QNet IR appreciating our QNet Mobile App 5.1

International CRE & CSQS Leadership Summit 2014 & Hong Kong International CRE Innovation Expo