19th International Customer Loyalty Award Forum: Business Case Presentation

Hong Kong, China – May 12 & 13, 2021 -- The Asia Pacific Customer Service Consortium (APCSC) organized The 19th International Customer Loyalty Award Forum (The Forum) for international business communities, member companies with a two-day program consisted of the Business Case Presentations from the International Customer Relationship Excellence Awards (CRE Awards) participants, co-organized by The Hong Kong University of Science and Technology (HKUST). The presentations are part of the CRE Awards assessment process.

Mr. Jason Chu, Chairman of APCSC thanked Professor Fugee Tsung of The Hong Kong University of Science and Technology, and panel of judges for their support of The Forum. “The global pandemic has disrupted the world and the business ecosystems that we know it. We are making unprecedented speed of change to adopting digital, virtual, contactless online channels, solutions and innovations. Under the new normal, business competitions will rise even further. It’s critical to adopt new ideas and engage our customers and employees, and listen to their VOC/VOE for innovation acceleration.” Mr. Chu further applauded the support from senior leadership and contributions of teams and individuals who are dedicating themselves to set world class standards, achieve customer relationship excellence, and inspire professionals globally.

Chair Professor Fugee Tsung, Department of Industrial Engineering and Decision Analytics, The Hong Kong University of Science and Technology, gave the opening speech and welcomed many of the international delegates to the 19th Customer Loyalty Award Forum. He enthusiastically launched the event by saying, “We are grateful for the opportunity of hosting this Forum once again as it greatly enhances business development by furthering knowledge and understanding. Delegates will benefit from the educational and collaborative knowledge sharing of the forum which will help to further inform best practice for customer loyalty and repeat business. This forum offers an excellent chance to exchange leading edge insights on best practice in customer loyalty and build connections with other professionals from the industry sector. We hope this Forum will prove to be an inspiring and truly transformative experience for all of you.”

Mr. Mike Mi, President of Academy of Contact Center and BPO, China and CRE Awards Panel of Judges said, “The Covid-19 pandemic has brought a huge impact to societies, enterprises, and families. It has accelerated the rapid development of specific areas such as AI, remote collaboration, online education, OMO, etc., and has also brought unprecedented impact to the customer service industry. Business leaders need to rethink the customer experience strategy. The International Customer Relation Excellence Awards (CRE Awards) recognizes business leaders from different industries and showcases their success and best practices. Through the Awards assessment, firms can learn from the CSQS world class standard, best practices, principles and key success factors, which enable the firms to further elevate the service levels and continue to maintain their market leader position. Through The Forum introducing best practices, rules, and standards, all participants can be stimulated with innovations, inspired with service reform ideas, and find the best solution for their business, so as to face new challenges that continue to emerge.”

The different companies have applied for different categories in the International CRE Awards program (partial list): AXA Hong Kong and Macau , DHL-Sinotrans International Air Courier Ltd. , Certis Hong Kong and Macau , Hang Lung Properties Limited , China Telecom CTExcel , Henderson Land Group (Property Management Department)-Hang Yick , China Telecom Global Customer Service Center, Properties Management Ltd & Well Born Real Estate Management Ltd ,China Telecom Global Limited, Henderson Land Group (Property Management Department) , CN Logistics International Holdings Limited H-Privilege Limited, DBS Bank (Taiwan) , Teleperformance In China , DHL Express (Hong Kong) Limited , The Hongkong Electric Co., Ltd. , DHL Express (Singapore) Pte Ltd , The Hong Kong Jockey Club– Retail & Telebet Servcies Department. 

The participants need to demonstrate their achievements on Customer Relationship Excellence and excellent customer service delivery; their management leadership, performance of the Strategic Business Units, Customer Experience and 2 | P a g e Service Centers; successful strategies for attracting and retaining customers; innovation, technology, service and support infrastructure; measuring and managing customer satisfaction; identifying revenue opportunities, etc. The International CRE Awards is considered as the World Cup for Customer Relationship Excellence and world class benchmarking.

The International Customer Service Quality Standard (CSQS) is the CRE Model and world class benchmark. All applicants from different industries will be assessed against the CSQS criteria for compliance and achievements in the respective areas of management responsibility, resource management, process management and performance management during the CSQS site visit assessment as the most important next step following the business case presentation.

During the Forum, Mr. Chu also introduced the upcoming International Customer Relationship Excellence (CRE) and Customer Service Quality Standard (CSQS) Leadership Summit (The Summit) and The Hong Kong International CRE & Innovation Expo & Awards (The Expo) on 17 September 2021. The Summit is an International Conference for leading firms to exhibit and showcase Customer Service and CRM related best practices, success stories, technologies, as well as keynote presentations by senior business, government and industry leaders and experts, research scholars and professionals, postgraduate students and senior executives to share and build knowledge about customer relationship management, CRE branding, Internet+, social, mobile customer information systems. The CRE Innovation Expo Awards is organized to providing innovative products and services with excellent customer references in Big Data, Mobile 5G, Digital, Social, Cloud and CRM, Contact Center, BPO, eCom, A.I.oT.