Mr. Tatsumi Yamashita, CEO of Help Desk Institute Japan

2016 Customer Relationship Excellence Awards Official Launch2016 International CRE Awards Dinner Ceremony

On behalf of APCSC and the international supporting organizations, I congratulate you once again for qualifying and achieving the world-class CRE “Olympic competition”. On this very special occasion of the 14th International CRE Awards, we have gathered the best and highest number of “CRE Olympic teams and athletes”. All finalists went through several qualifying rounds of business case, CSQS assessment by referees, and public webvoting by your customers and public endorsement. Our people aspire to be CRE Leaders like the athletes aspire to be the Olympic medalists. CRE Leadership engages and inspires employees to transform into the customer-centric culture. Your strong dedication to customer centricity, transformational effort, engagement and teamwork are the CRE Leadership behavior and DNA’s to leap forward and take on the new disruptive CRE sharing economy. The International CRE Awards program has helped inspire industry best practices of customer relationship excellence, propagated the innovations from different cultures, campaigned for corporate social environment leadership, advocated digital social mobile engagement cross regions persistently, the future vision of CRE Leaders and the CRE consumer’s aspiration. We are here today because we were once inspired by a champion around us, and will pass on to the next generation of champions.

CRE Leadership is an Inspirational Journey! Through each CRE Championship Journey, together, we continue the legacy of inspiration and innovation, to inspire and to be inspired by one another. Together, we share new insights of customer relationship among the CRE Community and promote new CRE icons and brands through our international partnership of CRE & CSQS Roundtables and CXO Forums. CRE Leadership is an Inspirational Journey! As responsible global leaders, CRE leadership enlightens and inspires employees to come up with creativity and innovative solutions. APCSC is dedicated to facilitating and expanding this international platform among international CRE Leaders across diverse culture and industries. CRE Leadership is an Inspirational Journey! Tonight, we celebrate together in the CRE experience economy for our outstanding achievements and devotion towards personalized customer experience, emotional connection, inspiration and loyalty. On behalf of APCSC and the CRE Awards organizing committee, congratulation to all of you, inspirational champions of Customer Relationship Excellence Awards!

International CRE Awards Judging Panel

Message from Mr. Jason Chu, Chairman of APCSC

Mr. Mike Mi, President of Academy of Contact Center & BPO

Prof. Fugee Tsung, IELM Department, HKUST

Prof. George Huang, Head of IMSE Department, Hong Kong University

Mr. Tatsumi Yamashita, CEO of Help Desk Institute Japan

Mr. Jason Chu, Chairman of APCSC

International Customer Relationship Excellence Awards Winner Group Photo with Mr. Jason Chu, Chairman of APCSC at 2016 International CRE Awards Dinner Ceremony

CRE Leadership enters New Inspirational Journey

13Wednesday, July 6, 2016 SUPPLEMENT

CEO of the Year Randy Lai, McDonald’s Restaurants (Hong Kong) Limited (Hospitality)WenJie Wang, Shenzhen Gas Corporation Ltd. (Public Utilities)Entrepreneur CEO of the Year Olivier Njamfa, Eptica Asia Pte (Software)CRM Director of the Year Stanley Kan Ho Yin, Hong Kong Airlines Limited (Airlines)Troy Barnes, AIA Bhd. (Insurance)CRM Manager of the Year Mandy Chan Lai Man, Hong Kong Aviation Ground Services Limited (Airlines)Albert Wong Yat Pang, AXA Hong Kong (Insurance)Anthony Lam Chu Fai, CITIC Telecom International CPC Limited (Network Communications)BingZhu Guo, Shenzhen Gas Corporation Ltd. (Public Utilities)Customer Service Manager of the YearRachel Tsui Hoi Shan, DBS Bank (Hong Kong) Limited (Banking – Contact Center)Sarah Chui Yee Ling, AXA Hong Kong (Insurance – Contact Center)Catherine Kan Pui Chi, Hong Kong Airlines Limited (Airlines – Service Center)Man Leung Chun Man, The Hong Kong Jockey Club (Entertainment – Service Center)Joni Lau Tai Wai, Prudential Hong Kong Limited (Insurance – Service Center)Angela Liu Min Feng, DHL Express Taiwan (Logistics – Service Center)Anson Wong Sze Yin, CITIC Telecom International CPC Limited (Network Communications – Service Center)Joe Lui Wai Leung, AXA Hong Kong (Insurance – Technical Center)Lewis Tong Siu Hung, China Telecom Global Limited (Insurance – Technical Center)Customer Service Team Leader of the Year Flora Chow Shuk Wa, DBS Bank (Hong Kong) Limited (Banking – Contact Center)Benny Chan Ka Hei, Fidelity International (Investment – Contact Center)Teresa Wan Li Hua, DHL-Sinotrans International Air Courier Ltd.(Logistics – Contact Center)Stella Zheng Xiao Ling, China Enterprise ICT Solutions Limited(Network Communications – Contact Center)Ginny Leung Chin Pik, The Hong Kong Electric Co., Ltd.(Public Utilities – Contact Center)Angel Wong Siu Ching, Watsons Water (Retail Service – Contact Center)Daze Yiu Shuk Fan, Hong Kong Airlines Limited (Cabin Service–Service Center)Alexander Wong Hang Chong, Hong Kong Aviation Ground Services Limited(Counter Service – Service Center) Yennis Ng Ka Ian, The Hong Kong Jockey Club (Entertainment – Service Center)Angelia Chang Yu Ling, DHL Express Taiwan (Logistics – Service Center)Kitty Koo Siu Ping, PolyVision (Retail Service – Service Center)Miu Chan Tai Yi, Hong Kong Aviation Ground Services Limited (VIP Lounge – Service Center)Gary Zha Zhen Hua, China Telecom Global Customer Service Center (Network Communications – Technical Center)Customer Service Professional of the YearJudyanna Loong Chin Yick, DBS Bank (Hong Kong) Limited (Banking – Contact Center)Winzee Liu Wing Yee, Prudential Hong Kong Limited (Insurance – Contact Center)Byron Pong Siu Hin, Fidelity International (Investment – Contact Center)Debbie Suen Tsz Ying, DHL Express (Hong Kong) Limited (Logistics – Contact Center)Celine Xu Hui Chan, China Telecom Global Limited (Network Communications – Contact Center)Lesily Chung Wing Kit, The Hongkong Electric Co., Ltd. (Public Utilities – Contact Center)Eva Cho Sze Lai, Watsons Water (Retail Service – Contact Center)Tiffany Man Pui Yi, Hong Kong Airlines Limited (Cabin Service – Service Center)Ng Han Chong, Manulife (Singapore) Pte Ltd. (Insurance – Service Center)Mindy Lin Chwin Ling, DHL Express Taiwan (Logistics – Service Center)Billy Chen Da Gang, China Enterprise ICT Solutions Limited (Network Communications – Service Center)Samson Kong Chi Shing, PolyVision (Retail Service – Service Center)Lim Yew Huat, SBS Transit Ltd. (Transportation – Service Center)Merit - Customer Service Manager of the Year Rachel Chung Pak Yan, Prudential Hong Kong Limited (Contact Center)Peter Poon Chi Hong, Hong Kong Airlines Limited (Service Center)Merit - Customer Service Team Leader of the Year Sakura Lau Mung Yiu, Hong Kong Airlines Limited (Service Center)Terence Fung Lai Yee, Hong Kong Airlines Limited (Service Center)Kenny Sheung Ka Wo, Hong Kong Airlines Limited (Service Center)Cindy Chung Yuen Man, Hong Kong Airlines Limited (Service Center)

Carrie Mo Siu Yin, Hong Kong Airlines Limited (Service Center)Emily Lam Cheuk Ling, Hong Kong Aviation Ground Services Limited (Service Center)Kennix Tsang Kit Yung, Hong Kong Aviation Ground Services Limited (Service Center)Brian Chin Siu Fung, Hong Kong Aviation Ground Services Limited (Service Center)Mika Wang Xiao Hua, China Telecom Global Customer Service Center (Technical Center)King Jin Xiao Ping, China Telecom Global Customer Service Center (Technical Center)Max Zhao Yang Yang, China Telecom Global Customer Service Center (Technical Center)Oscar Leung Sung Tak, China Telecom Global Limited (Technical Center)Merit - Customer Service Professional of the Year Judy Wong Yuen Ting, AXA Hong Kong (Contact Center)Parisa Zeng Min, China Telecom Global Limited (Contact Center)Hebe Chan Yee Kwan, DHL Express (Hong Kong) Limited (Contact Center)Gary Tam Wai Yin, DHL Express (Hong Kong) Limited (Contact Center)Angel Hu Hsin Chiao, DHL Express Taiwan (Contact Center)Laura Lu Qiu Fan, DHL-Sinotrans International Air Courier Ltd. (Contact Center)Daisy Xu Ping, DHL-Sinotrans International Air Courier Ltd.(Contact Center)Michelle Leung Mei Suet, The Hongkong Electric Co., Ltd. (Contact Center)Jimmy Mo Chuk Ching, The Hongkong Electric Co., Ltd. (Contact Center)Jean Wong Chun See, The Hongkong Electric Co., Ltd. (Contact Center)Cai Yishan, Manulife (Singapore) Pte Ltd. (Contact Center)Clara Lo Pui Sze, AXA Hong Kong (Service Center)Frankie Lo Kit Man, Hong Kong Airlines Limited (Service Center)Ning Mak Bo Ning, Hong Kong Airlines Limited (Service Center)Jacky Lee Kai Ho, Hong Kong Airlines Limited (Service Center)Wynne Leung Wing Yee, Hong Kong Airlines Limited (Service Center)Kelvin Tong Ka Kui, Hong Kong Airlines Limited (Service Center)Pang Swee Yong, SBS Transit Ltd (Service Center)

Customer Relationship Excellence - Outstanding Achievement DHL-Sinotrans International Air Courier Ltd.Corporate Social Responsibility Leadership (Insurance)AXA Hong KongCorporate Social Responsibility Leadership (Property Mgt.) Hang Lung Properties LimitedCorporate Social Responsibility Leadership (Banking)RHB Bank Berhad SingaporeCorporate Environmental Leadership (Property Mgt.)Henderson Land Group Property Management Department (Hang Yick and Well Born)Corporate Employer of the Year (Property Mgt.)Hang Lung Properties LimitedCorporate Employer of the Year (Property Development)New World Development Company LimitedBest Internet+ (IT Service Innovation)Lenovo ServicesCustomer Engagement Program (Airlines)Hong Kong Airlines LimitedEmployee Engagement Program (Property Development)New World Development Company LimitedEmployee Engagement Program (Logistics)DHL Express (Singapore) Pte Ltd.Employee Engagement Program (Property Mgt.)Hang Lung Properties LimitedEmployee Engagement Program (Airlines)Hong Kong Airlines LimitedEmployee Engagement Program (Insurance)AXA Hong KongPublic Service (Public Utility)The Hongkong Electric Co., Ltd.Public Service (Public Utility - Call Center)Shenzhen Gas Corporation Ltd. Call CenterGlobal Support Services (Telecommunications)China Telecom Global LimitedGlobal Support Services (Logistics)DHL Express (Hong Kong) LimitedBest Customer Experience Management (Telecommunications)Far Eastone Telecommunications Co., Ltd.Best Customer Experience Management (Insurance - North Asia) AXA Hong KongBest Customer Experience Management (Insurance - South Asia) AIA Bhd.Best Customer Experience Management (Insurance - Hong Kong)Zurich Insurance Company LtdBest Customer Experience Management (Property Mgt.)The Great Eagle Properties Management Company Limited –Three Garden Road CentralCustomer Experience Center (Telecommunications)Far Eastone Telecommunications Co., Ltd.Customer Experience Center (Airlines)Hong Kong Aviation Ground Services LimitedContact Center (Logistics - Above 500 Seats)DHL-Sinotrans International Air Courier Ltd.Contact Center (Telecommunications - Under 500 Seats)Hutchison Telecom Hong Kong Holdings LimitedContact Center (Logistics - Under 300 Seats)DHL Express (Hong Kong) LimitedContact Center (Logistics - Under 100 Seats)DHL Express (Singapore) Pte Ltd.Contact Center (Investment - Under 50 Seats)Fidelity InternationalContact Center (Insurance - Under 20 Seats)DHL Express (Singapore) Pte Ltd.

2015 International CRE Awards Corporate Winners 2015 International CRE Awards Individual WinnersContact Center (Investment - Under 50 Seats)Fidelity InternationalContact Center (Insurance - Under 20 Seats)Manulife (Singapore) Pte Ltd.Contact Center (Banking - Under 20 Seats)RHB Bank Berhad SingaporeCustomer Service Center (Insurance - North Asia)AIA Company Limited Beijing BranchCustomer Service Center (Insurance - South Asia)AIA Bhd.Customer Service Center (Tourism)Hong Kong Tourism BoardCustomer Service Center (Logistics)DHL Express TaiwanCustomer Service Center (Property Mgt.)Henderson Land Group Property Management Department (Hang Yick and Well Born)Customer Relationship Marketing Service (Telecommunications)Taiwan Star Telecom Corporation LimitedCustomer Satisfaction Quality System (Logistics - North Asia)DHL-Sinotrans International Air Courier Ltd.Customer Satisfaction Quality System (Logistics - South Asia)DHL Express (Singapore) Pte Ltd.Customer Satisfaction Quality System (Airlines)Hong Kong Airlines LimitedCustomer Satisfaction Quality System (Telecommunications - Contact Center)Taiwan Star Telecom Corporation LimitedCustomer Satisfaction Quality System(Telecommunications - Service Center)Far Eastone Telecommunications Co., Ltd.Customer Satisfaction Quality System (Insurance)AXA Hong KongCustomer Loyalty Program (Logistics)DHL Express (Singapore) Pte Ltd.Online Customer Service (IT)Lenovo ServicesHigh Speed Customer Service (Insurance)China Taiping Insurance (HK) Company LimitedBest Use of Technology (Insurance)AXA Hong KongBest Use of Technology (Telecommunications)Taiwan Star Telecom Corporation LimitedBest Use of Knowledge Management (Property Mgt.)Hang Lung Properties LimitedInnovative Technology (Insurance)AXA Hong KongIntegrated Support (Telecommunications)China Telecom Global Customer Service CenterIntegrated Support (Logistics)DHL-Sinotrans International Air Courier Ltd.People Development Program (Logistics)DHL Express (Singapore) Pte Ltd.People Development Program (Insurance - North Asia)AXA Hong KongPeople Development Program (Insurance - South Asia)AIA Bhd.People Development Program (Telecommunications)Hutchison Telecom Hong Kong Holdings LimitedPeople Development Program (Airlines)Hong Kong Aviation Ground Services LimitedMerit - Best Customer Experience Management Hong Kong Aviation Ground Services LimitedMerit - Contact Center TCL. Online Services Incorporated

Gwen Wan (right),Vice President, Customer Service,DHL-Sinotrans International

Stanley Kan (left1),Director, Service Delivery,

Hong Kong Airlines

Randy Lai (left),Managing Director,

McDonald’s Restaurants (HK)

Daphne Chee (right),Senior Executive, Client

Services, Manulife Singapore

Denise Yau & Kristie Man (left), Vice President,

RHB Bank

Flora Lau (left),Head of CS Performance Excellence,

APEC, DHL Express

Xavier Lestrade (left2),Chief Life Insurance Officer,

AXA HK

Lim Yew Huat (right),Chief Captain,SBS Transit

Troy Barnes (left1),Chief Customer Experience Officer,

AIA Bhd.

Bakky Cheng (left1),Senior Manager,

HK Tourism Board

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With the aim of promoting service quality and customer relationship excellence in international cities across the regions, the International CRE

Awards is a coveted recognition. The 2016 CRE Awards Dinner Ceremony was held on June 3, gathering top-notch brands and distinguished business leaders from around the globe for this grand ballroom celebration.

Mr. Jason Chu, Chairman of Asia Pacific Customer Service Consortium (APCSC), has led the prestigious CRE Awards based on a holistic judging process, with a constant look out for innovative approaches to set global benchmark for the industries.

‘The Olympic Games’ in the service industryAt the Awards Ceremony, a list of outstanding

companies received their well-deserved honors for their stellar performance. This year, the number of contestants and applications hit a new high, especially in the insurance, airlines, mobile and public service industries.

By comparing CRE Awards participating firms and

individuals with Olympic teams and athletes, Chu said that he was impressed with the dedications, investments on people development, and the strenuous efforts in striving to be the best of the best in the competitive global markets. “I have to say, it was actually very difficult to choose the winners among all these outstanding performers,” he confessed. “However, to echo the theme of ‘CRE Leadership is an Inspirational Journey!’, we have picked the winners based on their customer centric culture, innovation, quality and business results—the transformational power to inspire others and the power to be inspired by one another.”

Outstanding performers sweep top accolades The highest honor of the Customer Relationship

Excellence—Outstanding Achievement Award goes to DHL-Sinotrans International Air Courier Ltd., with seven consecutive years of participation. Ms. Gwen Wang, Vice President, National Customer Service of DHL-Sinotrans International Air Courier Ltd., is proud to receive this top accolade. “We have enjoyed

three decades of success in the China market, and an independent award like the CRE Awards is strong evidence that the DHL brand and service excellence is widely recognized,” she said.

Inspiration & Innovation Other corporate winners, including AIA, AXA

Hong Kong, DHL Express, Shenzhen Gas, Eptica, FarEasTone, HK Tourism Board, Lenovo Services, McDonald’s, RHB Bank SG, Taiwan Star Telecom and Hong Kong Airlines, have also made strong CRE Leadership towards service innovations and customer experience focus with exceptional and inspirational customer services. A new award category for this year named Best Internet+ of the Year (IT Service Innovation), was garnered by Lenovo Services for their omni-channel support and transparent customer feedback portal to engage customers via internet plus service model for effective customer engagement, WOW, and higher satisfaction.

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Overview of CRE Awards 2016 ProcessOpen for Application & NominationCSQS Preparation for the CRE^

June-Dec 2016

Application Deadline * EA Sep 16** SA Dec 16

Self Assessment Questionnaire Jan 31,2017

Business Case Presentaion Feb 2017Stage One Screening Feb-Mar 2017Mystery Call/ Visit Mar-Apr 2017CSQS and CSKM On-Site Assessment * Oct-Dec 2016

** Jan-Apr 2017Stage Two Screening Apr-May 2017Public Web voting Apr-May 2017Final Assessment by Judging Panel May 2017CRE Awards Dinner Ceremony Jun 2017Press Release & Publication of Newspaper Jun-Jul 2017*EA: Early Application **SA: Second Application^CSQS Training is mandatory for CRE Awards Application

CRE Leadership is anInspirational Journey!

International CRE & CSQS Leadership Summit 2016 & Hong Kong International CRE Innovation Expo

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Phone: +11 65 6832 5134 Email: singapore@eptica.com @EpticaAsia

15Wednesday, July 6, 2016 SUPPLEMENT14 Wednesday, July 6, 2016SUPPLEMENT

Hong Kong CRE & CSQS Roundtable in October 2015 hosted by Ocean Park.

Kuala Lumpur CRE & CSQS Roundtable in April 2016 hosted by AIA Bhd.

Shenzhen CRE & CSQS Roundtable in April 2016 hosted by TCL Online Services, Inc.

Hong Kong CRE & CSQS Roundtable in November 2015 hosted by HK Jockey Club.

Guangzhou CRE & CSQS Roundtable in April 2016 hosted by DYXnet Group.

Hong Kong CRE & CSQS Roundtable in March 2016 hosted by HK Aviation Ground Services.

Manila CRE & CSQS Roundtable in April 2016 hosted by TCL Online Services, Inc.

Shanghai CRE & CSQS Roundtable in March 2016 hosted by Shanghai HSE Association.

Shenzhen CRE & CSQS Roundtable in January 2016 hosted by Hui Cheng Commercial Development Co., Ltd.

Customer Service Quality Standard (CSQS), the International CRE Awards judging standard and world class

benchmark, has, over the years, incorporated customer experience and winners’ best practices to help businesses one step ahead of the competition. The 2016 CSQS site certificate goes to Henderson Land Group Property Management Department—Well Born Real Estate Management and Hang Yick Properties Management, Hang Lung Properties Limited, and Nexusguard in recognition of their achievements and high level of compliance to CSQS.Sustainable Corporate Development

“Not only have the winners created excellent ROI’s in their portfolios and investments in people, customers and projects, but they also have set new corporate standards and service industry benchmark in Asia Pacific,” Mr. Chu commends. Honored to achieve CSQS Level 3 this year, Mr. Edward Lo, Manager (Learning & Development) of Hang Lung Properties stressed, “This is not only beneficial to the individual career development of the staff but is also essential for the sustainable development of the Company.” Achieving CSQS Level 1 by the Service Management Team, Mr. Adrian Luwa, Director of Operations of Nexusguard shared, “As a global cyber security leader, this is a solid recognition and affirmation for our well-qualified service.

PSC Motivate Employees & Customers CSQS Set World Class Benchmarking

The People Site Certification (PSC) is an accreditation offered to APCSC Members that have over 90% of their

customer service and contact centre staff certified under APCSC’s Global Certification program. This year, two leading firms, Mead Johnson Nutrition (Hong Kong) Ltd. and Quality HealthCare Medical Services Ltd. (QHMS), have been awarded the PSC from APCSC, in recognition of their people development and commitment in providing world-class professional services covering Hong Kong and other Asia Pacific markets. “In the age of customer experience economy, customer loyalty and word of mouth are based on the professional service and value offered by companies through every interaction,” Mr. Jason Chu, Chairman of APCSC emphasized and congratulated to the PSC winners for their successes in motivating, engaging and nurturing their employees and customers.Engage Employees and Customers

Winning the awards again for consecutive

years, both are happy to share their key to success. Making communication with customers our top priority, Ms. Ruthia Wong, VP & GM of Mead Johnson Nutrition (Hong Kong) emphasized, “We are honored to receive The People Site Certification from APCSC once again. We will continue to demonstrate our commitment in customer-centric services.” Ms. Elaine Chu, COO of QHMS also stressed the importance of customer and employee loyalty, “Quality HealthCare is proud of the continuous commitment and dedication that our staff has demonstrated towards quality services.”

“Customer experience (CE), engagement, convenience, personalization have become

the key loyalty drivers. Firms need to innovate and embrace innovative solutions in order to uplift the overall customer experience and loyal ty. Further integrating cloud computing and big data, enterprises can provide customers with personalized products and services with higher customer satisfaction and effective engagement,” M r. J a s o n C h u , C h a i r m a n o f APCSC stated. “Congratulations to Continuous Technologies and Eptica for their innovation towards digital and mobile engagement winning the HK

International Expo CRE Innovation Awards!”Mobile Medicine Service Innovation

Winning the Expo Innova t ion Awards on “CRE Innovative Mobile Medicine Service Integration”, Mr. Ian Wong, Senior Partner of Continuous Technologies International Ltd. believes that mobile tele-medicine service is the way to elevate customers’ experience and simplify the business process. “Customers nowadays expect quick-response services in a secure environment, especially when it comes to personal information,” he explained. “Patient can seek medical consultation with just one click or tab. Video chat

or audio communications are available in the mobile application for both physicians and patients, enhancing the flexibility of time and reducing the geographical constraint.”

Jimmy Wong (right 1), Vice President, Technical Services, Continuous Technologies and Olivier Njamfa (left 1), President & CEO, Eptica, UK received the Innovation Award Certificate and Trophy

Mead Johnson Nutrition (Hong Kong) Ltd. and Quality HealthCare Medical Services Limited received the People Site Certification and trophy

CSQS on-site Assessment – Hong Kong Aviation Ground Services accompanied by Mandy Chan, GM (left 1)

CSQS on-site Assessment – DHL Express Singapore accompanied by Nizam Md Agil, Vice President, Customer Service (left 1)

CSQS on-site Assessment – Customer Experience Center of Far EasTone Telecommunications

Henderson Land Group Property Management Department – Well Born and Hang Yick, Hang Lung Properties and Nexusguard received the CSQS Certificate and Trophy

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

International CRE & CSQS Leadership Summit CEO Luncheon Day 1 International CRE & CSQS Leadership Summit CEO Luncheon Day 2

Eptica big wins on CEO & CRE Innovative Linguistics AwardsFocusing on the theme of Digital, Social,

Mobile, Big Data & Cloud; CRM, contact center, BPO, eCom & Security,

the 5th Hong Kong International Customer Relationship Excellence (CRE) & Innovation Expo has honored firms leading the way in innovative technologies that solve business challenges and improve customer experience helping firms develop sustainable business development strategies in the Asia-Pacific region.

Expo Winner of CRE Innovative LinguisticsAs part of its focus on CRE innovation, the

latest edition of the HK International Expo Innovation Awards honored Eptica Asia for its advanced linguistics technology. Olivier Njamfa, CEO of Eptica received the Expo Innovation Awards for “CRE Innovative Digital Linguistics Engine” at the International

CRE & CSQS Leadership Summint during the CEO luncheon forum. Njamfa expressed, “This is a recognition of Eptica’s team effort in building the most advanced linguistic customer relationship technology.” This innovation enables firms to deepen understanding of their customers, allowing them to provide faster, more accurate and comprehensive answers to customers’ queries across multiple languages and channels, improving the digital experience and driving increased loyalty.

Brands facing higher expectations todayWith the increasing communicat ion

channels and touchpoints via mobile and social media, brands are facing greater challenges managing customer expectations and provide consistent experience and personalzed services in an effective way. Eptica has provided global brands with intelligent and collaborative digital customer engagement platforms that help driving customer satisfaction and boosting their competitive edge. Njamfa shared further about the technology and effective engagement strategy, “We enable millions of individuals worldwide to engage in meaningful and high quality conversations with businesses, making their daily life easier. Our advanced Natural Language Processing automatically analyzes incoming interactions to detect key message elements, language and sentiment, enabling queries to be routed to the right agent quickly, along with recommended responses.”

Successful customer case studies in Asia Across the Asia Pacific region, public

and listed firms including Singapore Power Services, China Telecom, AirAsia and Quality

HealthCare Medical Services are using Eptica’s intelligent, collaborative customer engagement platforms to meet the needs of consumers across all digital channels. To improve customer experience and reduce service costs, AirAsia introduced Eptica Self-Service as a centralized self-service system to answer customer questions on its website, Facebook and mobile channels. Making Eptica’s self-learning knowledge base available across these channels ensures that AirAsia can provide customers with immediate and consistent answers to their questions. As a result, the low cost airline company reduced its customer service costs by 40%. Njamfa added, “By understanding the context of questions asked, the Linguistic Search feature

delivers faster, more accurate answers to customers, as well as providing powerful insight into customer behaviour.”

Winner of Entrepreneur CEO of the YearAt the 2016 Internat ional Customer

Relationship Excellence Awards Ceremony, O l iv i e r N jamfa , CEO o f Ep t i ca , a l so garnered the “Entrepreneur CEO of the Year” accolade, in special recognition of his dedication and leadership over the past 15 years in building Eptica into a gobal leader and brand in the competitive software market, with strong linguistics technology, helping clients boosting their competitive edge. To be a prefered global brand, firms need to respond more effectively to their customers in Asia Pacific who are embracing linguistic innovation to get closer to customers. Pasionate about customers, Njamfa observed, “At the ‘age of the customer’, individuals are increasingly demanding greater engagement with organizations. Here at Eptica, our goal is to help organisations worldwide put customer satisfaction at the heart of their strategy, creating business value worldwide.”

The winners of the CRE Awards are selected through a comprehensive process, including benchmarking, mystery calls and assessment by a judging panel of experts based on the Customer Service Quality Standard (CSQS). “This was really a great opportunity for the team to broaden its horizons, and to know more about the customer service excellence best practices, in order to blend them into our own business and make progress,” Njamfa concluded.

Olivier Njamfa (right), President & CEO, Eptica received certificate and trophy of Expo Innovation Awards

Olivier Njamfa (left), President & CEO, Eptica received certificate and trophy of Entrepreneur CEO of the Year 2015

International CRE & CSQS Leadership Summit 2016 & Hong Kong International CRE Innovation Expo International CRE & CSQS Leadership Summit 2016 & Hong Kong International CRE Innovation Expo

Summit & Expo Inspire CRE Innovation, Experience & Loyalty!

Taipei CRE & CSQS Roundtable in December 2015 hosted by Chinese Society for Quality and TCCDA.

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Engaging with customers, whatever channel they choose, is at the heart of success in today’s markets. The Eptica Customer Engagement Suite platform is designed around a central knowledge base and Eptica Linguistic Services™, an advanced linguistics engine. Combined with powerful workflow, this ensures every incoming request is handled efficiently and consistently across all text based digital channels.

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16 Wednesday, July 6, 2016SUPPLEMENT

International CRE & CSQS Leadership Summit 2016 & Hong Kong International CRE Innovation Expo