GLOBAL KEYNOTE
Improve service performance, asset higher system availability and customer satisfaction through innovative and proactive services based on a remote service infrastructure
Wolfgang Heimsch, Chief Executive Officer of Customer Services, Siemens Healthcare, Germany

REGIONAL KEYNOTE
Aligning your organisation to achieve world class customer service
Tim Griffin, Vice President, Services, Asia Pacific, Dell, Singapore

Differentiate through service excellence: Understand how a customer centric strategy will enable your organization to deliver the exceptional customer service essential to differentiating your business and gaining a competitive advantage
Rob Delnoij, Regional CRM Solution Principal, SAP Asia Pacific & Japan

Overcoming the global challenges in service chain management to deliver excellent customer service
Jim Glueck, Vice President Technical Support, Customer Advocacy, CISCO Systems, USA

PANEL
Understanding what the Asian customers want and managing the nuances in service expectations in India, China and South East Asia
Panelists:
Pierre Steffen, Vice President, Customer Service, Airbus, China
Mike Rucinski, Director Technical Services, Service Supply Chain, Cisco Systems, Japan
Stephen Cherian,  General Manager, Customer Support/ Logistics, Asia Volvo Construction Equipment, Singapore
Andy Chan, General Manager, Services, Greater China, Carestream Health, China

PANEL
Changing the customer mindset to recognise the intrinsic value of service
Panelists:
Chi Yu, Vice President, Customer Support, Asia, ASML, Hong Kong
Tony Kolish, Senior Vice President, Global Services, EMC Corporation, USA
William Feng, Air Marketing Director, Asia Pacific, Ingersoll Rand Industrial Technologies, China
Rajan Rajgopal, Vice President, Customer Engineering, Chartered Semiconductor, Singapore

Attract, entertain and retain! Developing an integrated talent management strategy to delight your internal and external customers
Cally Chan, General Manager, HP Services, Hewlett Packard HK SAR Limited

PANEL
Ensuring training effectiveness worldwide to drive service excellence and sustainable profits
Panelists:
Tim Griffin, VP, Services, Asia Pacific, Dell, Singapore
Canyuan Wang, VP Field Engineering, Tokyo Electron (Shanghai) Limited, China
Raymond Waller, Director, Customer Support, Bell Helicopter, Singapore

Achieving service operation efficiency in China: Ensuring maximum coverage with full utilization of resources
Canyuan Wang, VP Field Engineering, Tokyo Electron (Shanghai) Limited, China

Providing a competitive service delivery for China’s market by leveraging on lean six sigma and other service innovations
William Feng, Air Marketing Director, Asia Pacific, Ingersoll Rand Industrial Technologies, China

Innovative measures to provide effective low cost solutions and services for medical equipment in India
Ratish Nair, Director, Medical Electronics Division, Sanrad International, India

Achieve on time delivery and increased availability in India by the effective configuration of parts movement
Devdutta Chandavarkar, Director of After-Sales, Mercedes-Benz India

Enjoy revenue gains through Total Customer Experience
Tony Kolish, Senior Vice President, Global Services, EMC Corporation, USA

Growing services profitably
Laurie Young, International specialist in marketing and independent advisor and Author of From Products to Services: Insights and experience from companies which have embraced the service economy, UK

Driving down service costs while delighting customers through knowledge-based capabilities
Steve Culhane, Vice President, Asia Pacific / Japan, Lenovo Service, Singapore

Best of breed case study on how Avaya achieve cost savings of USD$90 million by optimising their inventory
Steven Weeks, VP APAC, Field Services, Avaya, Singapore

Increasing quality and on-time delivery of parts while driving down end-to-end costs
Mike Rucinski, Director Technical Services, Service Supply Chain, Cisco Systems Japan

Achieving after sales customer satisfaction the "Toyota Way"
Allen Rufo, AVP, Customer Service Operations, Toyota, Philippines

PANEL:
Outsourcing strategies to serve your customers better and lower your costs
Panelists:
Allen Rufo, AVP, Customer Service Operations, Toyota, Philippines
Ratish Nair, Director, Medical Electronics Division, Sanrad International, India
Pierre Steffen, Vice President, Customer Service, Airbus, China
Andy Chan, General Manager, Services, Greater China, Carestream Health, China

Networking Coffee Break

Performance measurement metrics for service and financial performance
Rajan Rajgopal, VP, Customer Engineering, Chartered Semiconductor, Singapore

Customer integration in outstanding service development
Professor Bo Edvardsson, Editor of the International Journal of Service Industry and Management & Director, Service Research Center, Sweden

CLOSING PANEL:
Innovative service models for tomorrow’s market
Panelists:
Wolfgang Heimsch, CEO of Customer Services, Siemens Healthcare, Germany
Jagdish Belwal, Deputy General Manager, CRM, Tata Motors India
Steve Culhane, VP, Asia Pacific / Japan, Lenovo Service, Singapore