Customer Relationship Excellence &

Customer Service Quality Standard

2011 Asia Pacific Leadership Summit

&

CEO Luncheon Forum 2011 June 8-9

Chairman’s MessageChairman’s MessageChairman’s MessageChairman’s Message

The APCSC Customer Relationship Excellence (CRE) and Customer Service Quality Standard (CSQS) Leadership Summit is an International Conference for leading companies to exhibit and showcase Customer Service and CRM related best practices, success stories, technologies, as well as keynote presentations by honorable guests of APCSC, industry leaders and experts of the Leadership Community.

Presentations from the Winners of the CRE Awards will be given, covering customer relationship best practices. Award winning companies from different service and technology sectors will showcase their service innovations and customer loyalty successes.

The goal of the Leadership Summit is to provide an International Platform for effective knowledge sharing and exemplary customer success leadership and show case for WORLD-CLASS service quality and Customer Relationship Excellence. The Leadership Summit is interactive. Conference participants, including attendees, speakers, sponsors and exhibitors will have opportunities to share experience, knowledge and networking to establish close partnership in this Customer Relationship Excellence Leadership Community.

Through the Leadership Summit and the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship Excellence as a core business value in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

Jason Chu

Chairman, APCSC

Leadership Leadership Leadership Leadership Summit Agenda Summit Agenda Summit Agenda Summit Agenda –––– 2020202011111111 June June June June 8888

Morning Session Theme: Customer Relationship Excellence Leadership

in Changing Business World

8:45 Registration and Morning Coffee

9:00

Summit Opening Mr. Brett Whitford, Executive Director, Customer Service Institute of Australia

9:15

Topic: Strategic Customer Relationship Excellence in Changing Business World Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:50

Topic: Social CRM: Reacting to the Evolution of the Customer Footprint Mr. Beau Crawford, CRM Lead, Accenture

10:25

Topic: Social Networking and the Contact Center Mr. Jackal Ma, Managing Director, Aspect Software Ltd.

11:00 Tea Break

CEO Luncheon Forum and People Site Certification Presentation

Theme: CSR, Environmental and Human Capital Management Leadership

11:30

Topic: Best Practices in CSR and Environmental Protection Leadership Mr. Tom Mehrmann, Chief Executive, Ocean Park Hong Kong

12:00 People Site Certification Presentation & Networking Luncheon

13:00

Topic: Human Capital Management, Motivation and Performance Management for the Post 80s and 90s Young Generation Mr. Ken Lee, Managing Director, DHL Express Hong Kong

13:30 CEO Forum: CSR, Environmental, and Human Capital Management Leadership

Afternoon Session Theme: Social Media for Marketing, Customer Service and Support Best Practices

14:15

Topic: SINA Weibo – Revolutionary Channel of Communications Ms. Meg Lee, General Manager, SINA Hong Kong Ltd

14:50

Topic: Customer 2.0 via Social Media Mr. Francis Fong, Founding Chairman, Hong Kong Association of Interactive Marketing

15:25

Topic: Taming the Beast – Has Social Media Created a Customer Relationship Monster? Mr. Olivier Njamfa, President & CEO, Eptica SA

16:00 Tea Break

16:20 Roundtable Panel Discussion: Social Media for Marketing, Service and Support Leadership

16:50 Evaluation Form & Lucky Draw

17:00 End of Day 1

Leadership Leadership Leadership Leadership SummitSummitSummitSummit Agenda Agenda Agenda Agenda –––– 2020202011111111 June June June June 9999

Morning Session Theme: Customer Service Knowledge Management and

Customer Service Quality Standard

8:45 Registration & Morning Coffee

9:00

Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:15

Topic: Latest Research on Customer Management and Industry Development of Call Center in Mainland China Mr. Xi Zhao, Founder and President, CCMWorld Group, Beijing

9:45

Topic: China: Realizing the great potential of Financial IT Resources Mr. Gregory Au Yeung, Chief Information Officer, Partner, VantAsia

10:15

Topic: Exploring the Refinement of Telemarketing Performance Management: Case Study of China Telecom Ms. Dai Li Liao, Vice Chairlady and Chief Secretary, Shenzhen Contact Center Association

10:45

Topic: Customer Relationship in New Internet Ecology Mr. Jian Xu, CEO, YNet.com

11:05 Tea Break

CEO Luncheon Forum and CSQS Certification Presentation

Theme: Customer Loyalty and Customer Experience Management 11:30

Topic: Building a Sustainable Loyalty Program to Improve Business Performance Mr. Basker Rangachari, Chief Marketing Officer, Consumer Banking, Standard Chartered Bank, Hong Kong

12:00 CSQS Certification Presentation & Networking Luncheon

13:00

Topic: Building Lifetime Customers in a Demanding and Challenging Competitive Environment Mr. Brett Whitford, Executive Director, Customer Service Institute of Australia

13:30 CEO Forum: Customer Loyalty and Customer Experience Management Leadership

Afternoon Session Theme: Public Service and Innovation Service Excellence

14:15

Topic: Transforming the Government Public Services through Innovation: The Case of 1999 in Taipei Dr. Kuo-Yen Wei, Chairperson, Research, Development and Evaluation Commission of Taipei City Government

14:50

Topic: Social Media CRM and Digital Marketing in the New Era Mr. Charles Mok, Chairman, Internet Society Hong Kong

15:25

Topic: Public Service and Innovation Service Excellence Mr. Raymond Choi, Chief Customer Services Engineer, The Hongkong Electric Co., Ltd.

16:00 Tea Break

16:20

Roundtable Panel Discussion: Public Service Leadership in Improving Customer and Citizen Satisfaction

16:50 Evaluation Form & Lucky Draw

17:00 End of Day 2

InternationalInternationalInternationalInternational Leadership Summit Leadership Summit Leadership Summit Leadership Summit SponsorsSponsorsSponsorsSponsors

Gold SponsorGold SponsorGold SponsorGold Sponsor

DHL is the global market leader in the logistics industry and “The Logistics company for the world”. A global network composed of more than 220 countries and territories worldwide offers customers superior service quality and local knowledge to satisfy their needs. With strong experience and knowledge, DHL is always committed to become customers’ First Choice. DHL accepts its social responsibility by supporting climate protection, disaster management and education. Website: http://www.dhl.com

Silver SponsorSilver SponsorSilver SponsorSilver Sponsorssss

Continuous Technologies International Ltd. (CTIL) is a regional leader in providing enterprise grade contact management solutions. CTIL offers a comprehensive suite of contact management solutions including multimedia contact centers, speech navigated voice response systems, predictive dialing applications, mobile workforce management and CRM. We have been adding value to our valuable customers for over 20 years. Our mission is to help our clients to optimize their abilities and capacity to gain and retain customers with the support of highly customizable customer interaction systems. Website: http://www.ctint.com

Eptica is the leading multilingual solution for Customer Interaction Management including Web and Social Customer Service, Email Management, Chat and Customer Service Knowledge Management. Eptica enables organisations to improve quality of service, resolve enquiries faster and maximize every sales opportunity. More than 330 companies, including AirAsia, AXA and ING use Eptica to deliver excellent customer service at lower cost. Continuing innovation and performance resulted in Eptica’s inclusion in Gartner’s 2010 Magic Quadrant for Web Customer Service. In Asia, Eptica is headquartered in Singapore and also operates through a network of partners. Contact Eptica on Tel: +65 6832 5134 or visit Website: http://www.eptica.com

Accenture is a global management consulting, technology services and outsourcing company, with more than 215,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug. 31, 2010. Website: http://www.accenture.com

Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more info, visit Website: http://www.aspect.com

International International International International Endorsers and Supporting OrganizationsEndorsers and Supporting OrganizationsEndorsers and Supporting OrganizationsEndorsers and Supporting Organizations

The Customer Service Institute of Australia (CSIA) is Australia’s peak customer service organisation and secretariat for the International Council of Customer Service Organisations. Founded in 1997, CSIA is dedicated to the professional development of organisations and individuals in the achievement of customer service excellence. Website: http://www.csia.com.au

HDI is the world's largest membership association for the service and support industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and

publications; encouraging member collaboration through events and forums; and establishing internationally recognized, standards-based industry certification and training programs. HDI has more than 50,000 members worldwide. Website: http://www.HDI-Japan.com

The Direct Marketing Association of Singapore (DMAS) is a not-for-profit trade organization established in 1983 to promote and protect its members' interests, facilitate the development of direct marketing infrastructure and share information and ideas on direct marketing. Members are invited to attend

monthly networking and educational seminars, share in best industry practices and take advantage of exclusive business opportunities. Website: http://www.dmas.org

The HKDMA was established to represent & promote the best practices of direct marketing principles; also serves to protect the common interests of

related trades and industries. The HKDMA conduct regular activities such as luncheons & seminars, networking events, newsletter and publications as educational and communication channels for industry practitioners. Website: http://www.hkdma.com

iProA is a non-profit making professional organization founded in December 1999. It represents over 2,600 professionals from Internet related industries, including CEOs and senior executives from leading information technology enterprises. Since 2004, voting members of iProA who are degree holders with at least 4 years of

working experience in ICT fields are eligible to register as individual voters of the IT Functional Constituency in Legco elections. Website: http://www.iproa.org

The International Institute for Outsource Management (IIOM) is the only global organization dedicated to the development and support of the service providers. With regional offices in Beijing, Centerville Ohio USA, Hong Kong, Kuala Lumpur, Kuwait City, Lagos, Manila, Milan, Nairobi, and Wuxi the IIOM brings results that reflect

current global buying behavior. Website: http://www.Int-IOM.org

The International Professional Managers Association (IPMA) is an International Examining, Licensing and Regulatory Professional body formed for the purpose of providing practicing managers with the opportunity to participate and to be part of the process of improving managerial performance and effectiveness in all areas of business,

industry and public administration. Website: http://www.ipma.co.uk

Taiwan Contact Center Development Association (TCCDA) focuses on Contact Center industry to provide “4Es”: Experience Sharing, Experience Learning, Employee Training, and Event discussing. We host

regularly the seminars and training programs to develop contact center knowledge in management, technique and marketing. Now, we have members from different industries such as telecommunication, insurance, banking, ITs, infomercial etc. We are not only connecting between Taiwan contact center resources, but also looking for foreign experiences to lead the industry. Website: http://www.tccda.org.tw

APCSC APCSC APCSC APCSC Leadership ProgramsLeadership ProgramsLeadership ProgramsLeadership Programs

TheTheTheThe Customer Relationship Exce Customer Relationship Exce Customer Relationship Exce Customer Relationship Excellenllenllenllencececece (CRE) Awards (CRE) Awards (CRE) Awards (CRE) Awards has

recognized many industry leaders and professionals for their customer centric service innovation. The participants have come from more international cities and business sectors in both corporate and individual categories, all demonstrating their business successes, best practices and insights on CRE. With the introduction of the Customer Service Quality Standard (CSQS) as important CRE Awards judging criteria, the participants have been benefited greatly from the best practices and critical success factors from a world-class framework. Website: http://www.apcsc.com/creaward/index.asp

The Customer Service Quality Standard (CSQS)Customer Service Quality Standard (CSQS)Customer Service Quality Standard (CSQS)Customer Service Quality Standard (CSQS) has been

developed jointly by the Asia Pacific Customer Service Consortium (APCSC) and the researchers at the University of Hong Kong (HKU), with industry support by the CSQS Committee Asia Pacific. It is the highest certification awarded to contact centers and customer service organizations that excel in customer relationship excellence. CSQS holds the most advanced and comprehensive key to providing a clear step-by-step roadmap for companies to deliver the best customer services. It embraces and integrates the balanced scorecard (BSC) management system and the ISO9000 quality management to provide a world-class framework with clear roadmap and directions for transforming a business operation into a world class customer-centric organization. Website: http://www.apcsc.com/csqsnet/index.asp

The BestBestBestBest----InInInIn----Class CRM Benchmarking ProgramClass CRM Benchmarking ProgramClass CRM Benchmarking ProgramClass CRM Benchmarking Program (The

Benchmarking) is conducted by APCSC continuously throughout the year with annual reporting to member companies from different industries. In addition to the benchmarking participants, APCSC makes regular mystery calls and visits to non-benchmarking participants to evaluate and benchmark their service performance. The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may learn faster from the best practices of other companies across industry, and pool resources to innovate where no one has yet found an acceptable solution. Website: http://www.apcsc.com/bic/index.asp

The People Site CertificationPeople Site CertificationPeople Site CertificationPeople Site Certification is a free of charge accreditation

offered to organizations that have over 90% of their Customer Service and Contact Centre staffs remain certified under APCSC’s Global Certification program. The certification is renewed on an annual basis. By achieving the People Site Certification, organizations are much better positioned to integrate professional customer service staff with their mission critical services process. They can therefore ensure that efficient and reliable services are provided to all customers with unique and sophisticated requirements. Website: http://www.apcsc.com/peoplesite/index.asp

The The The The GGGGoal of CRE Awardsoal of CRE Awardsoal of CRE Awardsoal of CRE Awards

The goal of the CRE Awards is to promote service quality and customer relationship excellenceservice quality and customer relationship excellenceservice quality and customer relationship excellenceservice quality and customer relationship excellence in international cities across Asia Pacific and to recognise companies, business units, teams, and individuals that have contributed to the success of both their customers and the organisations that they serve.

Benefits of the AwardsBenefits of the AwardsBenefits of the AwardsBenefits of the Awards

• Recognition of participating organisation's achievements in Customer Service, increasing and enhancing its credibility and image in the market place

• Increased customer perception and confidence in dealing with the organisation

• Continuous improvement opportunities and benchmarking of the organisation's Customer Service efforts through APCSC's comprehensive CRM Benchmarking program

• Greater focus on Customer Service throughout the entire organisation

• Increased morale at all levels of the organisation The CRE Awards application process is designed to highlight organisations that excel in World-Class standards, consistency, use of Best Practices and Methodologies. By entering the CRE Awards Program, you will learn from the best in class in world class standard.

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Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium Mr. Brett Whitford, Executive Director, Customer Service Institute of Australia

Dr. George Huang, Professor, The University of Hong Kong Mr. Tatsumi Yamashita, CEO, Help Desk Institution, Japan

AcknowledgementsAcknowledgementsAcknowledgementsAcknowledgements

APCSC wishes to sincerely thank all speakers, panelists and sponsors for their time and dedication throughout the summit and all supporting organizations.

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International International International International Supporting OrganizationSupporting OrganizationSupporting OrganizationSupporting Organization & Media Partner & Media Partner & Media Partner & Media Partner

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