Customer Relationship Excellence & Customer Service Quality Standard International Leadership Summit

CEO Luncheon & CXO Forums

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Chairman’s Message

Welcome to Hong Kong, international delegates! 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 Innovative Customer Service, CEM and CRM related best practices, success stories, technologies, as well as keynote presentations by industry leaders and experts of the international CRE 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 CRE 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. Conference participants, including speakers, sponsors and exhibitors will have opportunities to share insights, experience, knowledge and networking to establish close partnership through this CRE Leadership Community.

Through the Leadership Summit and the CRE Awards, Innovation Expo, APCSC promotes Customer Relationship Excellence as a core business value in international cities and recognizes companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. Best wishes for great learning, sharing and networking!

Jason Chu, Chairman, APCSC

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Honorable Speakers and Panelists

Sudesh

Thevasenabathy Head of Customer

Care Management AXA Hong Kong

Bradly Moore

Sr Director, Sales

Operations and

Business

Development Genesys

Mukesh Pilania

Managing Director

& CEO

Yantrik

Jaiporn Srisakul

Managing Director

Advanced

Contact Center

Co., Ltd.

Tommy Fan

Regional Director

Xiaoi Robot

Technology

Viola Lam

Founder & CEO

Find Solution AI

Kitty Xu National CS Development Support Manager DHL-Sinotrans International Air Courier Ltd.

Belinda Kuo

Senior Vice

President

DBS Bank

(Taiwan)

Jit Seng Ng Chief Customer Experience Officer AIA Bhd.

Silvia Yu

Online Service

Delivery Senior

Manager

Lenovo China

Connie Cheung

Channel Executive,

Watson Customer

Engagement,

Greater China

Group, IBM

Tatsumi

Yamashita CEO HDI Institute -

Japan

Robert Elliott

CEO & General

Manager

Manulife

(Cambodia) Plc.

Yan Jiang

Deputy Manager,

Information Center

Shenzhen Gas

Corporation Ltd.,

China

Susan Pollock

Senior Vice

President

Teleperformance

Yazhou Xiao

Assistant Professor

China University of

Technology

Mike Mi

Secretariat, ICCPC

China Council for

International

Investment

Promotion

Shutao Li

General Manager, Customer Relationship Management Department Shenzhen Gas Corporation Ltd.

Amy Zhao Senior Director, Customer Service Center Rkylin Group

Alexander Chan Senior Programme Director HKU SPACE Executive Academy

Eric Cheng Principal Consultant Innovative Business Accelerator Co Ltd.

George Aprane Vice President, Channels & Alliances, Asia Pacific and Japan (APJ) Genesys

Rotha Chan Assistant Vice President & Chief Agency Officer Manulife (Cambodia) Plc.

Nara Kann Chief Client Officer Manulife (Cambodia) Plc.

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Leadership Summit Agenda – 2018 June 14

Morning Session

Theme: Develop Future New Retail Experience & Competitive Edge in the Omnichannel Age

8:30 Registration and Morning Coffee

9:15 Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:30 Mr. Sudesh Thevasenabathy, Head of Customer Care Management, AXA Hong Kong Topic: Enhancing Customer Experience through an Omni-Channel Strategy

10:00 Mr. Bradly Moore, Sr Director, Sales Operations and Business Development, Genesys Topic: Customer Experience trends and simplified transformation with Genesys

10:30 Mr. Mukesh Pilania, Managing Director & CEO, Yantrik, Malaysia Topic: Successful Strategies for Omni-channel Transformation Roadmap based on Digital & Data Pillars

11:00 Networking Tea Break

CEO Luncheon Forum & People Site Certification Presentation

Theme: The Belt and Road International Service, Commerce, Culture and Customer Experience Innovation

11:30 Ms. Jaiporn Srisakul, Managing Director, Advanced Contact Center Co., Ltd., Thailand Topic: Digital Transformation Journey to Offer International Service, Commerce, Culture and Customer Experience Innovation

12:00 People Site Certification Presentation and Networking Luncheon

13:00 Mr. Tommy Fan, Regional Director, HK/Taiwan/Macau, Xiaoi Robot Technology (HK) Ltd. Topic: Artificial Intelligence for better Human Interactions

13:30 CEO Forum: The Belt and Road International Service, Commerce, Culture and Customer Experience Innovation

Afternoon Session Expo Innovation Awards Presentation

CXO Forum: Big Data, A.I., and Social Media Strategies for Corporate Sustainable Growth

14:00 Networking Tea Break

14:15 Ms. Viola Lam, Founder & CEO, Find Solution AI Topic: Leverage on Personalized Learning Experience, Big Data and Analytics to Enhance Corporate Profitability

14:45 Ms. Kitty Xu, National CS Development Support Manager, DHL-Sinotrans Int'l Air Courier Ltd. Topic: Being Insanely Customer Centric

15:15 Networking Tea Break

15:30 Ms. Belinda Kuo, Senior Vice President, Head of Customer Centre, DBS Bank (Taiwan) Topic: DBS Customer Centre Transformation

16:00 CXO Forum: Big Data, A.I., and Social Media Strategies for Corporate Sustainable Growth

16:30 Evaluation Form & Lucky Draw

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Leadership Summit Agenda – 2018 June 15

Morning Session Theme: Internet+ Sharing & Experience Economy to Engage Brand Loyalty

8:30 Registration & Morning Coffee

9:15 Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:30 Mr. Jit Seng Ng, Chief Customer Experience Officer, AIA Bhd., Malaysia Topic: Innovation in AIA

10:00 Ms. Silvia Yu, Online Service Delivery Senior Manager, Lenovo China Topic: Intelligent Lenovo Serving China

10:30 Ms. Connie Cheung, Channel Executive, Watson Customer Engagement, Greater China Group, IBM

Topic: CRE Leadership in AI and FinTech Application and Customer Experience Management

11:00 Networking Tea Break

CEO Luncheon Forum & CSQS Certification Presentation

Theme: CRE Leadership and Corporate Brand Engagement Best Practices

11:30 Mr. Tatsumi Yamashita, CEO, Help Desk Institute, Japan Topic: Contact Center Benchmarking and Knowledge-Centered Service

12:00 CSQS Certification & CSQS Committee Membership Presentation and Networking Luncheon

13:00 Mr. Robert Elliott, CEO & General Manager, Manulife Cambodia Topic: Achieving Brand, CSR and Customer Engagement Excellence in Cambodia

13:30 CEO Forum: CRE Leadership and Corporate Brand Engagement Best Practices

Afternoon Session CXO Forum: A.I., Outsourcing Services and Innovative Technologies Uplift Mass Public

Services

14:00 Networking Tea Break

14:15 Mr. Yan Jiang, Deputy Manager, Information Center, Shenzhen Gas Corporation Ltd., China Topic: The Transformation and Upgrading of the Traditional Gas Industry by Intelligent Service

14:45 Ms. Susan Pollock, Senior Vice President, Teleperformance, UK Topic: Telepeformance Adopting AI to Empower Agents to Deliver Service Excellence

15:15 Networking Tea Break

15:30 Dr. Yazhou Xiao, Assistant Professor, China University of Technology, Taiwan Topic: Innovative Science and Technology in the Intelligent City

16:00 CXO Forum: A.I., Outsourcing Services and Innovative Technologies Uplift Mass Public Services

16:30 Evaluation Form & Lucky Draw

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International Leadership Summit Organizer

Asia Pacific Customer Service Consortium APCSC and 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 regions 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 International Customer Relationship Excellence

Awards, APCSC and HKCSC promote Customer Relationship

Excellence as a core business value in international cities to

recognize government bodies, companies, business units, teams, and

individuals that have contributed to the success of both their

customers and the organizations that they serve.

Website: www.apcsc.com

International Leadership Summit Sponsor

Platinum Sponsor

Headquartered in Hong Kong, Continuous Technologies (CTINT)

with its network of offices serving clients in Beijing, Shanghai,

Guangzhou and Nanjing in past 29 years. CTINT is the industry

thought leadership in customer engagement system, their expertise

serving clients in a variety of sectors such as financial services,

insurance, healthcare, retail and many more in Greater China and

Asian countries.

Moving ahead, CTINT envisions embracing new technologies and

solutions to cope up with the seismic change in the market and

accelerate the returns on investment for businesses.

Website: www.ctint.com

Innovation Expo Sponsor

Find Solution AI was founded in Hong Kong in 2016. The company

has developed an AI Driven Motivation Model Software with Deep

Learning model to read user’s emotion and generate real time

interaction & motivation. This innovation software provides

solutions (Saas) for Educators, Schools, Health Care Provider &

Corporates, with real time motivation and understanding of the user’s

behavior & cognitive awareness; offering a tailor made, interactive

curriculum giving all users the chance to participate and engage in

learning and compliance training. Our AI Driven Motivation model

currently has 16 patents pending worldwide.

Website: www.findsolutionai.com

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International Endorsers, Media Partners and Supporting Organizations

The International Council of Customer Service Organizations

(ICCSO) is an international body for customer service organisations

seeking to develop and promote international service standards and

professional excellence in customer service. ICCSO is dedicated to

supporting the organisations around the world which are responsible for the development of customer

service excellence. Website: www.iccso.org

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: 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: www.HDI-Japan.com

ACCB - Academy of Contact Centre and BPO is a unique learning and development

business that specializes in the BPO and customer management industries. The Academy

aims to be the lead organization, internationally, that promotes the qualification standard for

the BPO sector. ACCB have joined forces with partners to create an end to end capability

that can deliver a global learning, job benchmarking contact centre benchmarking and

development proposition. Website: www.cn-accb.org

优服邦由业内知名的李文香老师于 2008 年 4 月创办。公司积聚了来自国

内外管理业、服务营销业和心理行业大批资深专家，具有强大的服务营销

规划咨询和培训实施经验，致力于成为中国服务营销垂直领域最资深、最

权威、最值得信任的培训和咨询服务机构。

CTI 论坛定位于中国计算机和通信领域里的网络社区和门户网站，重点

关注呼叫中心、企业通信、运营与增值等领域。是中国大陆领先的专业

在线媒体和信息服务机构。自 2000 年 3 月 20 日正式开通以来，依托多

年来积累的强大行业资源和经验，秉承“诚信、专业、服务、创新”的媒体理念，CTI 论坛向广大

的行业客户提 供各种会员服务以及网络广告、会展、线上线下活动、专业培训和咨询、企业心理健

康管理、年度评奖、数据库精准营销、市场调研以及人才招聘等一系列整合营销 服务。CTI 论坛多

年来还与相关媒体、行业协会建立了良好的合作关系并联合举办了多种活动，有力地推动了行业的

发展。Website: www.ctiforum.com

中国国际投资促进会是经国务院批准成立，由商务部主管的、在民政

部登记注册的具有独立法人地位的全国性、非营利专业社会团体。互

联网客户中心专业委员会是投促会旗下专门负责客户服务相关业务的专业委员会，是国内目前主流

的客户服务专业委员会之一。

中国电子商务协会国际服务外包标准委员会是中国电子商务协会批准成立的专业机

构，其职责是为了协助政府及相关部门进行国际服务外包产业的发展和规划，配合

开展国际服务外包的一带一路推进，整合行业资源和规范行业发展，开展行业交流

和举办会议的展览展示，进行服务外包行业标准制定，进行专业人才的培养和培训

认证等。

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广州服务贸易与服务外包行业协会于 2011 年 1 月成

立，是由在广州从事服务外包含信息技术外包（ITO）、业务流程外包（BPO）、知识流程外包

（KPO）等经济组织自愿结成的行业性、地方性、非营利性社会组织。协会的宗旨是搭建政企桥

梁，促进行业交流，开拓国际市场，提升企业能力，提倡行业自律，创建“中国服务，广州领先”

的品牌形象。Website: xh.gzoutsourcing.cn

Association of IT Leaders in Education (AiTLE) was formed by a group of

school IT Coordinators & ICT Teachers in 2002/2003. Our main aim is to

promote quality of education through the use of information technologies in

form of peer-sharings, seminars and workshops. Upto now, AiTLE has 16 years history in IT in

Education & ICT Teaching. AiTLE now has more than 1300 members from more than 900 K12

schools. Website: www.aitle.org.hk

Known by our audience as the “event site,” CRMXchange visitors can

participate in 100 free yearly interactive educational webinars. Register to

receive a wealth of online resources including: •White paper library •Contact

Center and CRM News •Vendor Directory •Calendar of Events •Virtual Conferences

Website: www.crmxchange.com

Founded in 1970, the Hong Kong Computer Society (HKCS), with over 9,000

members hail from the entire spectrum of HK’s IT community, is a well-

recognised non-profit organisation focused on advancing the interests of Hong

Kong's IT profession and industry. Website: www.hkcs.org.hk

Hong Kong Institute of Marketing (HKIM) is the only independent professional body

in Hong Kong with the longest history for marketers in the past 35 years, which actively

promoting excellent marketing practices in Hong Kong. Recognizing the principles &

objectives of the International CRE & CSQS Leadership Summit, HKIM is proud to be its supporting

organization. Website: www.hkim.org.hk

Hong Kong Logistics Association, founded in 1996 as the first non-profit making

professional institute in Logistics in Hong Kong, is one of the leading pioneers in

promoting logistics and supply chain management in Hong Kong. Our members

include logistics services providers, trading firms, manufacturers, scholars as well as

logistics professionals. Website: www.hkla.org.hk

Hong Kong Software Industry Association (HKSiA), formerly known as

“Hong Kong and Mainland Software Industry Cooperation Association”, is

registered as a non-profit making organisation in Hong Kong. HKSiA was

established by a group of experienced IT professionals and entrepreneurs in

Hong Kong, who believe that Hong Kong software companies could further expand their business and

contribute more in the Mainland China market. Website: www.hksia.hk

Internet Professional Association (iProA), a non-profit making professional

organization founded in 1999, is dedicated to driving the adoption of ICT across all

facets of life, bringing the digital divide to enable access to information and

knowledge for all, advancing the development and proper application of Internet

technology, and creating business and career opportunities for iProA members in Hong Kong, China as well

as international markets. Website: www.iproa.org

Six Sigma Institute (SSI) is the first non-profit making organization in Hong

Kong specially providing Six Sigma training courses and registration services.

SSI also works closely with universities and professional bodies to promote the

application methodologies in Lean, Six Sigma and Theory of Constraints.

Website: www.sixsigmainstitute.org

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The Communications Association of Hong Kong (formerly known as

Internet & Telecom Association of Hong Kong (2000-2006), Telecom

Association of Hong Kong (1995-2000), Hong Kong Telecom Association

(1983-1995) is a non-profit making organisation incorporated on 27 May

1983 following the announcement of deregulation of the communication products and services. CAHK is

the association for Hong Kong's communications industries, with responsibilities across broadcasting,

wireline and wireless communications, and other relevant business sectors in the domain of information

communications technology (ICT). Website: www.cahk.hk

The Hong Kong Association for Computer Education (HKACE) was founded

in early 1982. The main objective of the Association is to promote technology

education in schools with collaborative efforts. Our Association will uphold our

professionalism and team spirit, and continue to work for the well-being and

development of IT education in Hong Kong. Website: www.hkace.org.hk

The Institute of Crisis and Risk Management (“ICRM”), a not-for-profit and self–

regulating professional organization incorporated since March 2001 in Hong Kong

Special Administrative Region. The Institute introduces the key risk and crisis

management concepts, knowledge, leadership skills, strategic mediation, and best

practices, and ISO standards (certification, accreditation, and consultancy) through the

practical experience sharing, and knowledge and skills transferring to enhance

organizations’ competitiveness and individual capabilities.

Website: www.icrmasia.com

The International Institute for Outsource Management (IIOM) is a research and

development organization dedidated to the development of sourced service providers.

Established in 1999 the IIOM is an operating division of 3rdLAW International a

global enterprise service operator. Email: 3rdLAW@Asia.com

创客猫是创投现场第一媒体，专门为创新创业、私募投资活动提供图文直

播、现场报道、专访服务，为超过 25 万创业者提供来自创业现场的第一手

干货及资讯。目前已为超过 600 场大型创新创业活动提供现场直播及报道。

Website: www.chuangkem.com

The HK International CRE Innovation Expo Awards is aiming at providing a

cross industry platform for firms to “open up, communicate and collaborate,” to expand

international markets, achieve collaboration, and showcase innovative solutions. In the

Expo, focusing on above themes, outstanding firms from around the world display,

share and build a prestigious community platform to cooperate and create more

business opportunities. Senior leaders from government, organizations, enterprises,

research leaders and professionals from different industries share frontier problems regarding present and

future business model development, pay close attention to create CRE & Innovation, business ideas, global

competitiveness and challenges. The CRE Innovation Expo Awards is dedicated to Regional &

International firms providing innovative products, services and solutions with good customer references, to

strengthen the corporate brand in the industry, and develop a sustainable business development strategy in

Asia-Pacific region. Firms are assessed through introduction of product or service, business case

presentation, summary and write- up, customer reference and customer satisfaction assessment. All the

winners are awarded a trophy and certification from APCSC & HKCSC Expo Organizing Committee.

Website: www.apcsc.com/expo/index.asp

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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 International Customer Service Quality Standard, CSQS is developed by the Asia Pacific Customer Service Consortium APCSC, jointly with the Hong Kong University, HKU Research Team. It has integrated the Balanced Scorecard Management System, customer experience and lifecycle management, employee engagement, and best practices of CRE Awards winners; so as to ensure CSQS set the world class benchmark. CSQS helps firms enhance operation efficiency, brand loyalty, and move ahead of the competition. As the assessment criteria of the International CRE Awards, CSQS has established a world-class management framework to innovate and transform, strengthen CRE strategies with clearer guidelines for cross function and industry deployment.

優質顧客服務國際標準 CSQS 是由 亞太顧客服務協會 APCSC 與香港大學研究團隊合作

制定，整合了平衡計分卡管理系統，結合顧客體驗與生命周期管理及員工敬業度，並採

納歷屆得獎企業的最佳實踐，以確保有關標準及與時並進的世界標桿，幫助企業提升營

運效率和品牌忠誠，在激烈的商業競爭中領先同儕。作為「國際傑出顧客關係服務獎」

的評審標準，CSQS 定立了世界級管理框架，推動企業變革創新，強化以客為本的卓越

顧客關係戰略，提供更清晰的國際準則來系統性發展顧客關係管理，適用於跨行業和部

門。 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 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.

如機構 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

APCSC MEMBERSHIPS, BENEFITS &

APPLICATION

11

□ Affiliate □ Full

□ Fellow (By Invitation Only)

□ Associate □ Professional □ Corporate

CRE & CSQS Leadership Summit

N/A 5% Discount 5% Discount 5% Discount 15% Discount

1 VIP Pass

20% Discount

3 VIP Passes

Training Discount Coupon

N/A 1 x HK$500 1 x HK$500 3 x HK$500 3 x HK$500 5 x HK$500

Training Quota* N/A N/A N/A N/A

1 x CCSM or 3 x CCSM or

1 x CCCM

1 x CCCP

1 x ECOH/

CHSM

2 x CCCM

2 x CCSA

2 x CCCP

Knowledge Mail YES YES YES YES YES YES

Advisory Question (Tele) Conference

N/A 1 Question 2 Questions 3 Questions 3 Questions 6 Questions

Benchmarking Program

N/A 5% Discount 5% Discount 5% Discount 5% Discount 10%

Discount

APCSC / HKCSC Logo Usage

N/A N/A N/A YES YES YES

Membership Fee (Annual)

Free HK$500

(US$70)

HK$1,000

(US$130)

HK$3,800

(US$500)

HK$20,000

(US$2,550)

HK$40,000

(US$5,250)

Customer Loyalty Award Forum

N/A N/A N/A N/A 1 x Passes 2 x Passes

CRE & CSQS RoundTable

N/A Members Only

Member’s Survey Salary Increase & Staff Turnover Survey

FREE for participants

CCSM – Certificate in Customer Service Management (CEF) CSEL – Certificate in Service Excellence Leadership (CEF)

CPCS – Certificate in Professional Customer Service (CEF) CCCM – Certified Contact Center Manager

CCSA – Certified Customer Service Analyst & Auditor CCCP – Certified Contact Center Professional

ECOH – Effective Communication & Objection Handling CHSM – Complaint Handling & Stress Management

* The training courses can be exchanged to different courses with similar value to meet the member’s development needs. Please feel

free to visit www.apcsc.com for more details on the global certifications.

All membership options include networking opportunities at various events that are organised by partners and affiliates of APCSC

throughout the year, which may also include special discounts. Members will be notified of such events as and when they occur.

APCSC has no control over events that are organised by 3rd parties.

All Membership duration is on annual basis, member benefits are only valid and should be utilised within the membership period.

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© 2018 Asia Pacific Customer Service Consortium All Rights Reserved

The Goal of CRE Awards

The goal of the International CRE Awards is to promote service quality and customer relationship excellence as core business value in international cities across regions and to recognise government bodies, 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, Relationship, and

Experience Management, 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 the organisation's CRM Customer Service efforts through APCSC's comprehensive Best-in-Class Benchmarking

Greater focus on Customer Service Quality Standard accreditation throughout the entire organisation

Increased morale and engagement at all levels of the organisation The International CRE Awards application process is designed to highlight organisations that excel in World-Class standards, use of Best Practices and follow the Customer Service Quality Standard (CSQS), a world class framework. By entering the CRE Awards Program, you will learn from the Best in Class in world class standard.

Acknowledgements APCSC wishes to sincerely thank all award finalists for their time and dedication throughout

the CRE Awards evaluation process and all supporting organizations and sponsors.

International Organizer & Endorsement

International Leadership Summit Sponsor

International Platinum Sponsor Innovation Expo Sponsor

International Supporting Organization & Media Partner