Asia Pacific Summit 2006
The 2006 Executive Elite Global Asia Pacific Summit
Strategic Sourcing for Call/Contact & Shared Service Centers and BPO Operations
June 19-21, 2006 Sheraton Pasadena Hotel Pasadena, California
Sponsors and supporters:
InvestVictoria | Vision-X | Datamonitor | ITESA | 1-2-1 Direct response
Endorsements:
American Teleservices Association | CIAC
Speakers:
Keith Fiveson, ITES Alliance Advisory; Ri-Pierce-Grove, Datamonitor plc; Shawn Kewley, CCMA and Department of Immigration & Multicultural Affairs, Australia; Rene "Butch" Meily, Philippine Long Distance Telephone Company (PLDT), adviser to the Philippine Ambassador to the U.S., and President of the Philippine-American Chamber of Commerce; Sethu Rathnam, Venes Solutions; David Zhou, Vision - X, Inc.
PROGRAM
Monday, June 19
Pre Summit Workshop
8:00 am - 12:00 noon Make Your Match: Site Selection
Keith Fiveson, CEO, ITESA
When considering offshore locations for their customer service centers or back office operations, whether the case may be a migration or an outsource arrangement, there is a long list of components and issues to compare and analyze. This requires extensive research and an analytical methodology streamlined to determine the ideal location/property or partnership that meets with your specific corporate mandate and operational needs.
The latest and most innovative solutions that locations are putting forward to meet the needs of the industry have created a highly competitive market. By participating in this workshop you will develop key insights and tools to better analyze and strengthen your objectives, generate a short-list, and determine which value added incentives will help you to reach your ultimate goal. Real life case studies will demonstrate the essential research and evaluation models needed to develop a blueprint for successful site selection
12 noon - 1:30 pm Pre-Summit networking lunch
4:00 - 7:00 pm ATA West Coast Chapter welcome cocktail reception
Come join the ATA West Coast Chapter board at the Summit Circuit Executive Elite Global Asia Pacific Summit. The ATA will be hosting drinks and networking to kick off this great event!
Tuesday, June 20
8:00 - 9:00 am Continental breakfast
9:00 - 10:00 am Day One Keynote – Regional Overview
Asia Pacific: Best-Shore Solutions to Align for Global Contact
Ri-Pierce-Grove, Associate Analyst, Technology, Datamonitor plc
The Asia Pacific is a vast and culturally diverse region. In order to make inroads into emerging domestic markets and truly capitalize on the abundant offshore opportunities, a great deal of research is needed to compare the separate markets and discover the nuances in each. Utilizing current research data, Datamonitor will provide an overview analysis of a number of key markets, including Australia, Japan, India, the Philippines and China. Included in this report will be the statistics and influence that some of the newer and emerging markets, such as South Korea, Malaysia, Indonesia, Sri Lanka, Thailand and Vietnam, are having on the development of the region. The valuable information presented here will help you maximize your global investment strategies by identifying the largest and/or fastest growing contact/shared services and BPO markets in Asia Pacific. You will be able to refine your vertical market strategies by understanding the growth dynamics in the key industries, and understand how the domestic and offshore/nearshore demand is influencing the region's growth potential.
10:00 - 10:15 am Refreshments
10:15 - 11:15 am Case Study Presentation: China
David Zhou, COO, Vision - X, Inc.
Chinas economic growth is having a huge impact on the country and Asia Pacific region's call center and services market. The opportunities for outsource service providers, including the technology vendors supplying the call center market, are significant. David will provide an overview on the environment within the industry highlighting the trends and changes he foresees for future development.
11:15 - 11:30 am Refreshments
11:30 am - 12:30 pm Technology: Harnessing Technology to Optimize Performance and Improve Service
An Interactive Discussion
In today's business environment every customer has endless choice, and most all competitors have global reach. Optimal performance and excellent service equals customer loyalty. This is the competitive advantage that everyone seeks and is the foundation for success. Your customer's experience must exceed what's offered from the rest of the pack in order to maintain that leading edge. Through interactive discussion, this session will explore the newest technologies that are taking the industry one step beyond, to satisfy the needs of those organizations in pursuit of excellence.
12:30 - 1:45 pm Networking lunch
1:45 - 2:45 pm Case Study Presentation: India
Sethu Rathnam, Managing Partner, Venes Solutions
Sethu will present a structured approach to outsourcing and offshoring as it pertains to aligning business strategies, internal competency assessments, etc. What to outsource/offshore will be discussed in conjunction with a site selection case study
that highlights the components that were compared and analyzed regarding outsourcing infrastructure services and BPO services, and how India was ultimately selected.
2:45 3:00 pm Refreshments
3:00 - 4:00 pm The Changing Face of Human Talent Management
The Asia Pacific is a vast region with many countries and cultures intertwined, all offering a variety of contact/shared services and BPO. Creating and sustaining a workforce that is diverse, informed and flexible is more important to your bottom line than ever before. Workforce trends, language, universal English, cultural diversity, strategies in management and training will be discussed. Our speaker will lead practitioners and solutions providers alike in a lively discussion highlighting this important asset. Your people ... your success!
4:00 5:00 pm Networking reception
Wednesday, June 21
8:00 - 9:00 am Continental breakfast
9:00 - 10:00 am Day Two Keynote
Strategic Sourcing – Where the Rubber Meets the Road
Keith Fiveson, CEO, ITESA
The Asia Pacific region represent a wealth of opportunity for U.S. multinationals seeking to serve global client bases. But the region is geographically and culturally remote from the corporate decision making center. Clear business strategies and tactics are needed to establish enduring outsourcing partnerships between U.S. buyers and Asia Pacific vendors; partnerships based on a clear understanding of each other's values, mission and requirements. This session looks at the opportunities for U.S. buyers in the Asia Pacific region and offers valuable advice on getting the most out of Asia Pacific based service providers.
- Proven insights for U.S. buyers and Asia Pacific suppliers — the basis of lasting partnerships
- View of the financial and pricing risk mitigation models that work best for this market
- Snapshot of Asia Pacific, strengths, weaknesses and areas of expertise
10:00 10:15 am Refreshments
10:15 - 11:15 am Case Study Presentation: Australia
Shawn Kewley, President, Customer Contact Management Association, Australia & Ministerial Contact Officer, Australian Public Service with the Department of Immigration & Multicultural Affairs
Discover why global organizations such as GE Capital, BMC Software and Symbol Technologies have chosen Melbourne to service their domestic and global customers. These case studies will detail all aspects of the decision making process, including other locations that were considered, key determinants in choosing Australia to service their global customers as well as achievements, lessons learned, current status and future strategies. This presentation will include an introductory overview of the competitive advantages of establishing service centre operations in Australia servicing domestic, regional and global markets reinforced with analysis from leading research agencies.
11:15 am - 12:15 pm Case Study Presentation: Philippines
Rene "Butch" Meily, Vice President and Special Assistant to the Chairman of Philippine Long Distance Telephone Company (PLDT), adviser to the Philippine Ambassador to the U.S., and President of the Philippine-American Chamber of Commerce
As the Asia Pacific contact center market continues to mature and new emerging markets are evolving, customers' expectations becoming increasingly higher. Service levels, performance excellence and managing customer expectations are the main challenge. Butch will provide insight into the industry environment in the Philippines. Using case study examples, he will show how service providers in the Philippines are handling the challenge by providing value-added services and using sophisticated technology to deliver excellent results consistently to their customers.
12:15 1:45 pm Networking lunch
1:45 - 2:45 pm Catching the Tiger by the Tail – A Discussion on the Strategically Emerging Markets
Second Tier Markets — Sri Lanka, Malaysia, Thailand, Vietnam, Indonesia — are reviewed as we look at their Tiger country linkage to China creating globalization opportunities for greater foreign investment in the region. The adoption of practices by these emerging markets to support not only China but also other foreign countries, including the U.S., are examined, taking into consideration the fluctuation of the dollar, the implications of independence, the growing middle class, foreign direct investment and the growing dependence on the Yuan and Chinas foreign exchange/investment policies. This will be a lively interactive presentation, so be prepared with your questions and comments.
2:45 3:00 pm Closing comments
