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1 3rd Annual Cust Contact Asia Pacific Summit A Frost & Sullivan Executive MindXchange Crown Prince Galleria, Manila, Philippines June 2008 Processes and Technologies That Deliver Cust Satisfaction an PLATINUM SPONSOR GOLD SPONSOR PARTNER MEDIA PARTNER That P

2 Summit Overview Cust service has become one of the top priorities for the business leaders across the world. This has increased the role of the contact center in an organisation. Hence, contact center priorities have begun to evolve from just cost-effectiveness and revenue-optimisation to competitive differentiation. Intense competition, globalisation, and the Internet has had a significant impact on the cust service industry and the cust service expectations, today. Increasingly, cust service is about cust experience. 3rd Annual Cust Contact Summit invites contact centers and business executives who are concerned with building a great cust experience for their existing and potential custs. summit will discuss strategic, tactical and implementation issues to meet business and operational challenges for the contact centers today. program is designed to elucidate on critical concerns and new developments as well as showcase the best practices in order to make contact centers true value generators and service differentiators Highlights Case Studies leading organisations in the Asia Pacific region will share their best practices in achieving excellence in cust satisfaction Panel Discussions with Q & A - participate in an intense discussion of different cust service issues within its value chain Interactive - hobnob with the thought leaders to discuss pressing issues of cust service within your organisation and brainstorm strategies and solutions together. i. Interactive Sessions by Thought Leaders ii. Custom Content via Think tank sessions Contact Center Site Tour Technologies Processes and TechnoP That Deliver Cust That Satisfaction and Excell S

3 A peek into Cust Contact 2007 Summit Industry insights and case histories by: Aspect Global Services Avaya Asia Pacific Asian Paints Limited Hong Kong Contact Center Association CCM World Academy NICE Systems HCL Technologies Shangri-La Hotel & Resorts OCBC Bank NASSCOM Malaysia Airports Omnitouch KrisTEL Industry breakdown Industry Breakdown Attendees Transport 2% Telco 10% Utilities 2% Vendors 9% Automotive 2% BFSI 31% Real Estate 1% Technologies Publication 1% Outsourcer 8% Media 1% Manufacturing 4% Hospitality Logistics 5% 12% Government 12% Processes and TechnoP That Deliver Cust That Satisfaction and Excell S

4 Industry Comments An excellent Summit for Contact Center providers, vendors and industry leaders Asst. Vice President, Deutsche Bank A G information throughout the Summit was REAL and truly fruitful in today s market Operations Director, Vads Bhd (BPO) This summit has both managed to touch base and at the same time excel in terms of Cust Contact Reservations Manager, Hotel Equatorial Understanding of other industries with Contact Centers Manager Asia, Hilton Hotels (Hilton Reservations & Cust Care) This summit creates an opportunity for all (most) contact centers to learn about future upcoming technology, successful practices, ideas and most importantly, to share knowledge among the participants Duty Executive Call Centre, Airasia Berhad Truly an eye opening event that I would recommend to everyone in the people and machine industry Senior Executive, Westports Malaysia Technologies Processes and TechnoP That Deliver Cust That Satisfaction and Excell S

5 Why should you sponsor Showcase your expertise, best practices, success stories through a keynote or a general presentation and booth displays. Gain industry prominence through our pre, at & post event marketing campaigns. Enjoy the best value through our sponsorship packages designed to cater to your specific needs and budgets. Network with decision makers and generate promising business leads across verticals. Brand your company as pioneering leaders in the Cust Contact Center arena. Who will attend? Senior executives responsible for delivering contact center services, including: Corporate Communication Networks & Systems Corporate Strategic & Business Planning Call Center Management Cust Care & Experience Training & Development Marketing & Sales Business Process & Outsourcing Performance Management Past Participants Technologies Processes and TechnoP That Deliver Cust That Satisfaction and Excell S

6 Conference Day One: 26 June 2008, Thursday 8.00 am Registration 8.55 am Chairman s Welcome Address Manoj Menon, Partner, Frost & Sullivan, Singapore 9.00 am Philippines BPO Industry: A Growth Story Oscar Sanez, Chief Executive Officer, Business Processing Association of Philippines 9.20 am Open Dialogue Discussion: Oscar Sanez, Chief Executive Officer, Business Processing Association, Philippines Manoj Menon, Partner, Frost & Sullivan, Singapore 2.00 pm Self-Service IS Cust Service: How To Use An IVR That Positively Impacts Cust Experience Interactive Sessions: Create, Communicate & Connect Participant-driven discussions that focus on key challenges and concerns. A thougth leader will facilitate each table for 30mins. Thought leaders include but not limited to Vendors, Outsourcers, Panelists, Frost & Sullivan Analysts 2.30 pm Think Tank 1: Understanding Your Cust: Defining the New Set of Cust Expectations 3.00 pm Think Tank 2: Top Industry Challenges: Identifying Obstacles & Solutions 3.30 pm Afternoon Refreshments 9.30 am Opening Keynote: Cultivating A Cust Service Culture: Sowing Seeds Of Profit Avaya 4.00 pm Platinum Cust Experience: Art Of Cust Service Differentiation Sidney Yuen, Chairman, HK CC Association, Hong Kong am Best Practice in Cust Experience: Demo Session by Platinum Sponsor 4.30 pm e-cust Service: Cust Service In Internet World am Morning Refreshments am Presentation By NICE 5.00 pm End Of Conference Day One am Panel Discussion: Ingredients Of A Cust Centric Enterprise In this interactive session, our panelists Technologies Processes and TechnoP drive a cust centric strategy and will deliberate on unique cust-centric experiences and how these experiences increase cust loyalty and positively impact the bottom line of business. panel will evaluate how an enterprise can culture. Avaya That Deliver Cust That Satisfaction and Excell S

7 Conference Day Two: 27 June 2008, Friday 9.30 am Registration followed by Morning Refreshments & Exhibition 9.55 am Chairman s Welcome Address Manoj Menon, Partner, Frost & Sullivan, Singapore Interactive Sessions: Create, Communicate & Connect Participant-driven discussions that focus on key challenges and concerns. A thought leader will facilitate each table for 30mins. Thought leaders include but not limited to Vendors, Outsourcers, Panelists, Frost & Sullivan Analysts 1.30 pm Think Tank 1: Technology: Key Challenge or Critical Enabler? am Generation Y: Appealing To Next Generation of Custs Aspect Global Services 2.00 pm Think Tank 2: Next Generation of Cust Service: Defining the Elements am a) Intelligent Contact Center: Using Analytics to Improve Your Cust Understanding Or b) Streamlining Operations: Improving Visibility and Performance of Your Contact Center 2.30 pm Site Tour in Philippines 5.00 pm End of Site Tour And Conference Day Two am Panel Discussion: Changing Role of the Contact Center within the Enterprise Aspect Global Services pm Networking Lunch Technologies Processes and TechnoP That Deliver Cust That Satisfaction and Excell S

8 3rd Annual Asia Pacific Cust Contact Summit A Frost & Sullivan Executive MindXchange June 2008 Crown Prince Galleria Manila, Philippines Registration Information Frost & Sullivan 100 Beach Road #29-01/11 Shaw Tower Singapore Tel: Fax: Phone Registration and Information Call P. Ramesh at Hotel Information CROWNE PLAZA GALLERIA MANILA ADB Avenue cor. Ortigas Ave. Quezon City 1100,Philippines Tel: local 7274 Fax: Frost & Sullivan has reserved a limited number of discounted rooms at the CROWNE PLAZA GALLERIA MANILA. Please contact Mr Chad Lopez de Leon directly today for rates and availability - mention that you are attending the Frost & Sullivan event. Payment Procedures Full payment is required prior to admittance sessions. Fees include lunch, refreshments and full conference documentation. If you are unable to attend, a substitute delegate is always welcome at no extra charge. Please, however, provide name and designation of the substitute delegate at least 2 days prior to the conference. A full refund, less a 10% administrative charge will be made for cancellations received in writing at least 10 business days prior to the conference. A complete set of course documentation and 50% refund will be sent for cancellations received in writing at least 5 business days before the event. Regrettably, no refunds can be made for cancellations received less than 5 business days prior to the conference. A complete set of course documentation will, however, be sent to you. Every effort is made to ensure the speakers noted in this brochure appear, but changes beyond the organiser's control may occur. organiser is not responsible to notify registrants of program changes prior to the meeting. General Session q US$1500 q US$999 * (Early Bird) * Registration & Payment by 30 May 2008 to enjoy early bird rate Remarks : A 30% discount will be given for 3 delegates & more from the same organisation. Total Amount Due (in US$): Cheque enclosed (Please made payable to Frost & Sullivan (S) Pte Ltd) Telegraphic Transfer into the following account: Bank Name: Citibank N. A. Singapore Swife Code: CITISGSG Account no: Please quote Conference Title, your company name and delegates(s) name(s). (Kindly fax T.T advice slip to , Attn. to P. Ramesh) Bank Charges: Payees have to bear the bank charges imposed by the bank for each payment made. Sponsorship Programs q Please send me information on the 2008 Sponsorship Program. For more details,contact P. Ramesh at Attire: Business Wear _ Name (Mr/Miss/Mrs) & Job Title Company/Organisation Address City State/Country Technologies Telephone Fax Processes and Techno Signature ( Order Invalid Unless Signed) That Deliver Cust Register Now tel: fax: Satisfaction and Excell Visit us at

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