Customer Relationship Excellence & Customer Service Quality Standard

2016 International Leadership Summit &

HK International CRE & Innovation Expo 2016 June 2-3

Chairman’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

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

International Leadership Summit Organizer The year 2016 is an important year that it marks the 18TH ANNIVERSARY for Asia Pacific Customer Service Consortium (APCSC) & Hong Kong Customer Service Consortium (HKCSC) are founded with the belief of “Customer Relationship Excellence is the only way to Sharpen your Competitive Edge!” The goal of the Consortium is to promote service quality and customer relationship excellence in international cities across Asia Pacific Region and to recognize and reward companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. Through the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship Excellence as a core business value in international cities across Asia Pacific and to recognize government bodies, companies, business units, teams, and individuals that have contributed to t success of both their customers and the organizations that they serve. Website: http://www.apcsc.com

Event Overview CRE & CSQS Leadership Summit aims to provide an international platform to facilitate knowledge development effectively, share the leadership experience and successful stories from outstanding leaders and show the world-class quality of service and Customer Relationship Excellence. The summit is conducted in an interactive way, the attendees of the Summit includes people from Hong Kong, China, Taiwan, Japan, Australia, England, Singapore, Malaysia and Indonesia. Attendees and speakers will have the opportunity to share their valuable experience, professional knowledge, and to build a closer international network with Customer Relationship Excellence Community. Industry leaders are invited to join this international event in order to show the best practices, successful stores and skills related to customer service and Customer Relationship Management. Honorable guests of Asia Pacific Customer Service Consortium, industry leaders and experts will share their experience at the Conference. Official Website: http://www.apcsc.com/cresummit HK International CRE Innovation Expo ¾ Digital, Social, Mobile, Cloud & Big Data ¾ CRM, contact center, eCom, BPO & Security The HK International CRE Innovation Expo & Awards are aiming at providing a cross industry platform for enterprises to “open up, communicate and collaborate,” to expand overseas markets, achieve collaboration, improve international competitiveness, and showcase innovative solutions within the industry. In the Expo, focusing on above themes, outstanding companies from Hong Kong, China and overseas display and share, to build a prestigious platform to communicate, cooperate and create more business opportunities. Apart from senior executives from government, organizations, enterprises, research and training institutions, leaders and professionals from different industries including ICT, social media, marketing agency, finance, investment, and ecommerce participate and exhibit in the event, have in-depth discussion on business opportunities and challenges to create Customer Relationship Excellence and Innovation, pay close attention to and share frontier problems regarding present and future industries’ development in HK, China, Asia Pacific and global competitiveness. FREE Online Registration: http://www.apcsc.com/expo/registration.asp

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

2016 International CRE & CSQS Leadership Summit Expert Speakers & Panelists (Partial) Jason Chu Chairman APCSC & CRE Awards Panel of Judges

Hon. Joseph Lee Legislative Councilor (Health Service) HKSAR Government

Randy Lai CEO McDonald’s Restaurant (Hong Kong) Limited

Stanley Kan Director Service Delivery Hong Kong Airlines Limited

Tom Mehrmann Chief Executive Ocean Park Hong Kong

Joy Cañeba Chief Executive Officer Philippines AirAsia

Alexander Chan Senior Programme Director HKU SPACE

Alex Pang Director, eCommerce FWD Life Insurance Company (Bermuda) Limited

Mark Devadason ex Group Head of Sustainability Standard Chartered Bank

Elaine Chan Chief Health Officer Zurich Insurance Company Ltd

Gwen Wang VP, Customer Service DHL-Sinotrans, China

Olivier Njamfa President & CEO Eptica

Tatsumi Yamashit CEO HDI (Help Desk Institute), Japan

Jack Chan General Manager The Specialist Consortium Ltd.

Sudesh Thevasenabathy Head of Customer Experience AXA Hong Kong

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

Ten Reasons Why You Should Sponsor & Exhibitor in the Leadership Summit and Expo? 1. 2. 3. 4. 5.

6. 7. 8. 9.

Exhibiting in-front of a customer-focused audience will generate quality leads and accelerate your sales cycle Showcase your solutions and services giving clients first hand experience and a chance to trial your product on-site Maximise your sales team’s time by providing direct face to face access to the industries decision makers Differentiate your company from other vendors for competitive advantage Raise awareness that you are a key player in your industry Demonstrate your strength by continuing to reach out to your target market even in difficult economic times Keep your brand and solution front of mind and on the buyers shortlist Showcase new products and ensure they go launch successfully Generate qualified leads and host sales meetings there and then with your client Take advantage of the extra marketing and brand awareness given to your product through our extensive all year round marketing campaign

Audience Structure: 2015 HK International Customer Relationship Excellence & Innovation Expo Participants Director / Head / GM 27%

Founder / President / CEO 19%

Professional 23%

Manager 31%

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

International Leadership Summit & CRE & Innovation Expo Sponsorship Package (HKD6,000) 9 Exhibition table (2.5ft X 2.5ft) display # of your company products/service information during the CRE & Innovation Expo on 2nd-3rd June 2016 http://www.apcsc.com/expo/index.asp 9 Logo appears in all marketing materials of the CRE & Innovation Expo (including website, brochures and email) by APCSC CRE & Innovation Expo promotion with support from online media partner* and supporting organization*of the Expo. 9 Company write-up on APCSC Global CRM Community Website with contact details http://www.apcsc.com/Vendor/globalcrm.htm 9 1 VIP pass for the CRE & CSQS Leadership Summit 2016 (worth HKD12,000) 9 40 words Write-up in the Leadership Summit Program Catalogue with contact details 9 One HKCSC Associate Membership (worth HKD3,800) includes: ¾ Annual complimentary pass to APCSC Roundtables throughout the region ¾ APCSC knowledge mail: Tip of the Month ¾ 3XHKD500 APCSC Global Certification Discount Coupon

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

International Leadership Summit & CRE & Innovation Expo Sponsorship Package (HKD12,900) 9 Hong Kong CRE & Innovation International Expo & Awards Competition Entry. 9 Exhibition table (2.5ft X 2.5ft) display # of your company products/service information during the CRE & Innovation Expo on 2nd-3rd June 2016 http://www.apcsc.com/expo/index.asp 9 Logo appears in all marketing materials of the CRE & Innovation Expo (including website, brochures and email) by APCSC CRE & Innovation Expo promotion with support from online media partner* and supporting organization*of the Expo. 9 Company write-up on APCSC Global CRM Community Website with contact details http://www.apcsc.com/Vendor/globalcrm.htm 9 1 VIP pass for the CRE & CSQS Leadership Summit 2016 (worth HKD12,000) 9 40 words Write-up in the Leadership Summit Program Catalogue with contact details 9 One HKCSC Associate Membership (worth HKD3,800) includes: ¾ Annual complimentary pass to APCSC Roundtables throughout the region ¾ APCSC knowledge mail: Tip of the Month ¾ 3XHKD500 APCSC Global Certification Discount Coupon

2014 Expo Exhibition Awards Winners

Integrated CEM Digital Campaign Tripolis Solutions

mCommerce Customer Engagement Apps QNet Ltd

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

International Leadership Summit & CRE & Innovation Expo Sponsorship Package (HKD40,000) 9 1 Keynote Speaking timeslot at Leadership Summit in 2-3 June 2016 9

3 VIP passes for the CRE & CSQS Leadership Summit 2016 (worth HK36,000)

9 Exhibition table (2.5ft X 2.5ft) display of your company products/service information during the Leadership Summit on 2-3 June 2016 http://www.apcsc.com/cresummit/index.asp 9 Exhibition table (2.5ft X 2.5ft) display of your company products/service information during the CRE Awards Dinner Ceremony on 3 June 2016 http://www.apcsc.com/creaward/index.asp 9 2 Dinner passes to CRE Awards Dinner Ceremony (worth HK3,360) 9 Logo appears in all marketing materials of the CRE & Innovation Expo, the Leadership Summit and the CRE Awards Dinner Ceremony (including website, brochures and email)*** by APCSC Leadership Summit promotion with support from online media partner* and supporting organization**of the Leadership Summit. http://www.apcsc.com/pdf/2015CREAwards_Supplement/HKET20150706KAF01.pdf http://www.apcsc.com/pdf/2015CREAwards_Supplement/TS15_SU06016_APCSC_FP_v10.pdf 9

Company write-up on APCSC Global CRM Community Website with contact details http://www.apcsc.com/Vendor/globalcrm.htm

9

Annual complimentary pass to APCSC Roundtables throughout the region

9 Logo appears on banners and backdrops of the CRE & Innovation Expo, the Leadership Summit

9 Logo appears on banners and backdrops of the CRE Awards Dinner Ceremony

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

9

Write-up

in

the

Leadership

Summit

Program

Catalogue

with

contact

details

http://www.apcsc.com/pdf/Summit Booklet_2015.pdf 9 Insert 1 page company brochure in APCSC info pack during the Leadership Summit and the CRE Awards Dinner Ceremony 9

Hong Kong CRE & Innovation International Expo & Awards Competition Entry (worth HK12,900) http://www.apcsc.com/expo/2015winners.asp

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Video Interview of Expo Innovation Awards winner https://www.youtube.com/watch?v=gpHtVtDQnmk

9 Opportunity for Press Interview in the APCSC Pre-event Supplement for which will be published in local newspaper 9

Logo appears on the pre-event and post-event supplement for which will be published in local Newspaper The International CRE Awards Dinner Ceremony & CRE & CSQS Leadership Summit Supplement: 7 July 2015 The Standard (P.1, P.2, P.3 & Pre-event) 6 July 2015 Hong Kong Economic Times (P.1, P.2, P.3, P.4 & Pre-event 1, 2, 3, 4) Previous Supplement: http://www.apcsc.com/creaward/supplement.asp

9

Logo appears on the CRE Awards Dinner Program http://www.apcsc.com/pdf/CREAwardsDinnerProgramRundown2015June12.pdf

International CRE & CSQS Leadership Summit and CRE Awards Dinner Ceremony Banner and Backdrop

News coverage on Hong Kong Economic Times and The Hong Kong Standard newspaper in May and June 2015

News coverage on Hong Kong Economic Times and The Hong Kong Standard newspaper in May and June 2015

Pre-event Advertisement on The Hong Kong Economic Times in April 2016 *** Your organization logo will only appear on Sponsor section if the agreement has been signed and print dates met. In order not to miss out any promotional activity, it is recommended that the agreement be taken up at the earliest possible date.

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected] # You can change the table display to exhibition booth (9 sq.m. / 12 sq.m.), additional price will be incurred for booth setup.

Reply Form For more information, please contact Ms Stella Lau at (852) 2174 1428

† Yes, I would like to join the CRE & Innovation International Expo Exhibitor Program – HK$6,000 † Yes, I would like to join the CRE & Innovation International Expo Exhibition Sponsorship Program – HK$12,900 † Yes, I would like to join the CRE & Innovation International Bronze Sponsorship Program – HK$40,000 † Yes, I would like to join the CRE & Innovation Expo Awards and submit more information.

Where do you know our event? † Exclusive Invitation email † APCSC Website † Social Media Channels (Please specify: † Other organizations / association (Please specify:

† APCSC eDM ) )

Full Name

Company Name

Job Title

Address

Department Email Address Telephone

City

Fax

Province

Postal / Zip Code

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Social Channels

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Company Chop & Signature

Date

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APCSC Leadership Programs The International Customer Relationship Excellence (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 leadership 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. 國際傑出顧客關係服務獎（CRE Awards）肯定了許多來自不同行業與地區的市場領導和 專業人士。歷屆參加企業及個人類別的參賽企業，分別來自更多的國際城市和行業，並 展示了他們商業成功之道、最佳守則及傑出顧客關係領袖。以優質顧客服務標準作為傑 出顧客關係服務獎的重要評審準則，參賽企業均能從一個世界級框架中的最佳守則和關 鍵成功因素中獲益良多。 Website: http://www.apcsc.com/creaward/index.asp

The 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 strategic business unit. 優質顧客服務標準是由亞太顧客服務協會和香港大學一班研究員合作而制定，目的是評 定整體服務質素，最佳實踐和顧客服務運作的表現。這是一個最廣泛的標準去建立世界 級顧客服務水平架構，藉以授予優秀客戶服務機構。CSQS 揉合了最先進及廣泛的元 素，為企業傳送最佳服務提供清晰的標準。CSQS 包括和整合了平衡計分卡管理系統和 ISO9000 品質管制系統，幫助企業升級成為以客為中心的策略性商業單位(SBU)。 Website: http://www.apcsc.com/csqsnet/index.asp

The Best-In-Class Certification CRM Benchmarking Program (The BIC) 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. 由 APCSC 提供的卓越典範證書 - 顧客關係管理基準方案年度報告 (The BIC) 為來自不同 界別的企業 全面評估他們的服務表現。除了調查參加基準方案的企業，APCSC 也定期 致電各大公司，鑒定和比較市場服務趨勢與表現。來自多界別公司的參與，可以刺激參 加者的創新學習，啟發他們革新服務，找到適合企業本身的解決方案，並透過不同行業 的最佳實踐加快學習、共用資源、開創新思維，以解決仍未有美滿解決方案的問題。 Website: http://www.apcsc.com/bic/index.asp

The People Site Certification is a free of charge accreditation offered to APCSC Member Companies 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. 如 APCSC 會員機構 90％以上的客服或聯絡中心人員都通過了亞太顧客服務協會國際認 證課程培訓，即可申請獲得優質客服專員中心認證，無需任何費用。該認證為每年更 新。透過獲得優質客服專員中心認 證，機構能將其顧客服務專員與其關鍵任務服務過程 更好的融合在一起，從而確保向所有顧客提供有效而可靠的服務，滿足顧客獨特而複雜 的要求。 Website: http://www.apcsc.com/peoplesite/index.asp

Register Now Contact Alan Poon at APCSC Tel: + 852 21741428 Fax: + 852 21741438 Email: [email protected]

The Goal of CRE Awards The goal of the CRE Awards is to promote service 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 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.

Acknowledgements APCSC believe your participation 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 internationall.throughout the summit and all supporting organizations and media partners

International Organizer & Endorsement

International Supporting Organizations & Media Partners