Using real-world case studies from Singapore and overseas, customer service expert and trainer Ron Kaufman shares practical advice and valuable lessons learned from years of helping organisations build a superior service culture to improve market share, increase customer loyalty and boost employee engagement.

Find out how and why:

• An Indian IT company successfully transformed from a reactive, low-cost, SLA-driven business process outsourcer to a proactive, value-adding service partner to clients.
• A local insurance company is re-shaping its culture to focus on the customer while retaining its heritage.  
• A global network infrastructure and managed services provider is boldly building a service culture to improve market position and focus on long-term market opportunities.

PLUS: Why do some organisations succeed beautifully - and others fail miserably? Attend this presentation to find out what works, what doesn't, what your organisation should do, and what you must avoid. Practical hand-outs and easy-to-use templates for success will be provided.

Join employee engagement expert Scott Friedman as he shares inside research on what top organisations around the world are doing to motivate, retain and attract new employees via their engagement practices. Through his open sharing of their often award winning strategies, Scott will provide fresh insights and take-home strategies that will assist you to further improve existing employee engagement standards across your organisation. 

Scott Friedman, CSP, is former President of National Speakers Association and an Employee Engagement Expert. Scott is also a highly regarded international speaker and author who has extensive experience working inside organisations in the US, Asia and across the globe.  

To improve the way flexible benefit schemes are administered and to improve the value employers derive from them - a combined consulting, communication and technology is important. However, a few years ago a study showed that reward professionals needed more. They wanted to prove the return on investment they were deriving from their reward spend.

In this HR Summit presentation, Marcus will exhibit how you can be empowered to efficiently measure the Return of Investment (ROI) of your flexible benefits scheme by means of Intelligent Reward" - a methodology that creates the perfect reward package for your business. Marcus will channel how you can: (1) Maximise the value of your reward spend (2) at a Minimum cost (3) through real-time empowering information. Marcus Underhill is widely regarded as one of the foremost experts in flexible benefits globally. He previously worked with renowned organisations of diverse industries and range globally. He has a formidable reputation in the business and is well distinguished for his wealth of flexible benefits experience.

Marcus was appointed as Global Reward Director for Thomsons Online Benefits in 2009. He has an overall responsibility for Thomsons global reward consulting strategy to clients. His appointment is further strengthening our consulting team who make our Intelligent Reward" methodology a reality.

Are you sourcing from multiple travel agents to get the best flight fares and hotel accommodation rates?  Do you get frustrated trying to retrieve the company's corporate travel reports from various sources?  And were you aware that corporate travel is the second highest cost in any corporation but it is also the most manageable expense? 

Find out how you can deliver the best travel practices and values for your company and how you can maximise your corporate travel budget with the right tools. In his presentation Andy Michael Lim will discuss:

Corporate Travel Management vs. Conventional Travel Agencies

• How to maximise your travel budget and save costs with budget cuts
• Template for setting corporate travel policies

Lifestyle & Rewards

• How to retain talents? 

MICE

• With employees all over the world, regional meetings or sales meetings are necessary to resolve issues and set sales targets as a group.  With budget controls and cost savings, when is the best time to organise such a meeting?
• How can you save costs when arranging such meetings?

Andy Michaels Lim has more than a decade of experience in the travel and hospitality industry. Andy was the Head of Sales & Marketing for an Asian based group of Resorts before moving on as the Associate Director of Pannell Kerr Forster, one of the top tourism consulting companies in the world. Andy has consulted, restructured and trained over 40 travel companies and as General Manager of Bonvo Travel, Andy has grown the company by 3-fold in two short years. His expertise continues to be sought after as a registered Management Consultant with TGR Research (Paris, France) and the Coleman Research Group (New York, USA).

Increased life expectancy and reduced birth rates globally are putting a strain on state and privately funded retirement schemes.  In the near future this will have a massive impact on the availability of new talent and how we develop and retain talent beyond the current normal retirement protocols. In this HR Summit presentation Paul will cover what the impact will be regionally and how can we plan today for a brighter future, including further information on:

• What will happen to normal retirement ages, local talent availability & the growing demand for global staff mobility;
• The impact of increased government debt on state sponsored retirement schemes  
• The growing importance of single global pension schemes v multiple local country plans

Paul Colly is responsible for the account management of a broad base of existing Customers and also provides HR, Compensation and Benefits expertise to the corporate team and customers. Paul operates from his base in the Isle of Man and travels extensively in support of his customer base.

Paul's career with Zurich has spanned over 15 years and he has held many posts within the HR function with specialisms in Compensation and Benefits and International Mobility. Paul has provided strategic HR support to Group Operations in the UK, the EU, Middle and Far East and the USA. Paul has managed multi site, multi cultural teams in Asia and the UK and has successfully managed a number of significant Group projects.    Paul successfully developed and implemented pension and corporate benefit plan solutions for the Zurich Group in the Middle and Far East and is a member nominated Trustee Director of the Zurich UK Staff Pension Scheme, with assets in excess of GBP 3 Billion.

There is no doubt that the current economic environment has had a strong and immediate impact on how organisations manage their talent. But what are best in class organisations doing to attract, communicate with and retain their stellar workforce? This presentation looks at why organisations that harness innovations in talent management now, will be those that reap the benefits in the lead up to 2020. The presentation showcases the technology available now that will shape the way organisations manage their talent.

Tim Darton is Senior Director of Human Capital Management (HCM) Solutions for Oracle Corporation, Asia Pacific Division. He has over 25 years of international consulting experience in IT and management consulting to both local and multinational companies across Europe, America and Asia Pacific. Mr Darton is an authority on the development and implementation of Technology Strategies and System Solutions for Human Resources (HR) management and HR-related disciplines. He has spent the last 14 years working in Asia Pacific. Mr Darton joined Oracle with the acquisition of PeopleSoft, where he was Director of HCM Solutions for Japan & Asia Pacific. Before joining PeopleSoft, he directed Watson Wyatt's South Asia Technology Solutions Practice. Prior to that, he was Head of Workforce & Learning Solutions for KPMG Consulting and Vice President of The Hunter Group in charge of APAC operations. Before moving to Singapore, he was part of Coopers & Lybrand's specialist HR Systems & Technology practice, based in London.

In this presentation, David J. S Winfield will share the business imperatives of The Talent Pipeline Solution. The changing business landscape has made the search and groom processes more exciting and laced with challenges. A leadership development strategy is more than just having a sucession plan. Creating a leadership development strategy has to be aligned to long term objectives to retain and develop leadership talents. This strategy must then be communicated across the company to gain the support of all stakeholders. David also shares why is it essential to identify organisation's most critical developmental needs and the steps necessary to meet those needs successfully.

David Winfield is based in Kuala Lumpur and has 30 years of experience in Europe, Asia, North America and Latin America in senior trade and economic positions in the Canadian Foreign Service. From 1989 to 1995 he was Canada's Ambassador to Mexico during and after the negotiation of the NAFTA. From 1989 to 1991 he served concurrently as Ambassador to Guatemala. In 1995 the President of Mexico awarded him the Golden Aztec, the highest honour that can be granted to a non-Mexican. He was also awarded the Queens Golden Jubilee Medal for outstanding service to Canada and Canadians.

Health is wealth. You must first be healthy before you can help others and be effective in your work. Dr Low will share with you as an individual, the secret strategies to staying healthy. He will also share his insight on how to use technology to manage healthcare cost at the point of consultation, verify membership entitlement and handle complex medical benefit scheme. He will also take you through an enlightening account of how data gleaned from the sophisticated web based system he designed with his team can be used to help your employee stay healthy, save health dollars for your company and eliminate laborious administrative tasks in medical claim processing.

Dr Low Lee Yong, the founder and CEO of MHC Asia Group, is a medical doctor who graduated from the National University of Singapore in 1987. He established over 15 clinics together with other businesses within a few years and founded MHC in 1993.

Equipped with passion and self taught IT knowledge, he led a team to build a network of more than 500 clinics in Singapore and 500 clinics in Malaysia. These clinics are linked via an internet based system to provide cashless outpatient and inpatient transactions for corporate clients and insurers. MHC has since expanded its operations into Hong Kong and the Philippines. His passion and belief in applying technology has also driven him to develop other healthcare solutions.

He believes that the secret to efficiency in healthcare and cost savings lies in the effective application of simplified technological solutions.Today, he is a sought after speaker for motivational health talks because of his wealth of vital business experience coupled with an affable personality, sense of humour and unpretentious style of delivery.

After more than a year of recession in which many companies have frozen their wages and hiring, what effects have these cost controls had on workers in Singapore and are there any "time bombs" waiting to explode? Are employees seeing the light at the end of the tunnel, or are they ready to take a fast train out of that tunnel? This session will explore the changing opinions from among Singapore employees over the last several months compared to how they felt in the same period one year before. Dr Brent Rug will then compare these finding whilst exploring the key drivers of employee engagement and turnover to highlight practical areas of focus for keeping your company's talent committed and engaged.

Dr. Brent Ruge has worked closely with many global and local organisations, including: Astra Zeneca, ABN AMRO, Asian Development Bank, Novartis, British American Tobacco, BP, Earthlink, Johnson & Johnson, KPMG, L'Oreal, PWC, Malaysia Airlines, Singapore Airlines, SAP, Shangri-La Hotels and Resorts, Siam Cement, Singapore Civil Service College, Swissôtel, Takeda Pharmaceuticals, etc.

Prior to joining Towers Perrin, Dr. Ruge worked as an Effectiveness and Surveys team leader with Atos Origin based in Saudi Arabia and London. He was also the Director for Research and Measurement for DeCotiis Erhard Strategic Consulting Group and also worked on the Campbell survey development team at the Center for Creative Leadership in Colorado Springs.

Is it possible to have a consistently empowered and self-motivated workforce? A team who are all driven, passionate and who want to succeed both for their own success but also to achieve the company goals? In this engaging and lively session, Nicola Cook international bestselling author, consultant and business speaker, will draw on her 19 years experience at the cutting edge of corporate and human development to share the strategies on how to create a self-empowered workforce.

Using real-life corporate examples Nicola will share some easily assimilated models that integrate the ethos of self-development within a corporate training plan, moving the emphasis of personal development back to the individual.
Discover:

• Why, as an employer you need to uncover each individual's motivational 'Hot Button'.
• Why it's imperative to build a culture of self-development and personal responsibility to improvement.
• How simple self-empowerment strategies can transform the culture and productivity of a team.
• How it is possible, with the right strategy, to motivate the unmotivated.
• Why everyone's New You, is like the old you - only better!

Nicola's organisation works with a diverse range of clients from large multinational banks through to smaller businesses, primarily on projects that increase profitability by improving people performance, sales & marketing strategy and support tools and processes.

This presentation explores the growing demand for solutions for flexible benefits and how recent innovations and partnerships in the insurance sector will deliver a range of new capabilities to employers in Singapore.

Kevin brings 17 years of financial services experience, predominantly in the insurance sector and has been leading the development of innovative benefits solutions in Asia for the last 4 years. In particular, he has been instrumental in finding ways to develop mutually beneficial partnerships between organizations leading to greater employee engagement and increased visibility and appreciation of the benefits they receive. The latest developments in this field provide a breakthrough that will enable smaller organizations to offer flexible benefits to their employees at little or no extra cost to their benefits budget.

Lena brings with her 14 years of experience in the employee benefits sector of Singapore. Prior to her current role as the Head of Group Business in Prudential, she spear headed the operations and claims management with one of the market leaders in the Employee Benefits segment. Lena is instrumental in leading the development of Prudentials Group Insurance into the employee benefits market in Singapore. She has successfully re-engineered the operations and the department today houses the entire value chain. Far from resting there, Lena is now getting ready for another period of rapid growth by targeting new opportunities to provide innovative solutions to employers in Singapore.