The 7th Customer Management Forum & Customer Experience Awards Presentation Ceremony 2008 — Global Awards Winners Announced


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April 3, 2009 The 7th Customer Management Forum was successfully held at InterContinental Pudong Shanghai on March 27, 2009. The Forum is by G-CEM for consecutive 7 years since 2003.

The theme of the year is [BUY]: Survival in Financial Tsunami. Three international gurus, John Chisholm, former Chairman and CEO of CustomerSat, Brownell O’Connor, The Call Center Doctor and Sampson Lee, President of G-CEM have presented 9 business cases to demonstrate how to listen to the voice of customers to find out “Moments-of-Buying” and to build an effective Multiple Touch-points Experience Process Model. The 9 cases cover a wide variety of industries including financial services (credit card), telecom, retailing, catering and B2B. The guiding principles and tools of the research studies are based on the Branded CEM Method (U.S. patent-pending) developed by G-CEM.

Besides the three gurus, senior delegates of award-winning enterprises of Customer Experience Awards 2008, including Trend Micro Inc., Philips Consumer Lifestyle, Kasikornbank, Hewlett-Packard HK SAR Ltd., and Taobao (China) Software Co., Ltd. have presented their winning cases to fellow participants of the Forum. They brought to the audience with practical advices and execution know-how in delivering effective customer experience and creating experience innovation under this down economy.

Customer Experience Awards Presentation Ceremony 2008

Followed by the Forum is the Awards Presentation Ceremony of Customer Experience Awards 2008.

The Awards program aims at recognizing organizations’ effort and achievements in customer experience management practices. A total of 6 enterprise winners and 1 vendor partner from America, Europe and Asia regions were finally elected for the Awards.
To be qualified for the Awards, all winners have gone through a stringent election process. Senior delegates of the following Award-winning enterprises have joined the Ceremony to receive the awards trophies in person.

Awards Winners


Group Photo of all Awards Winners


Customer Experience Strategy Award – America Region:
Customer Experience People Award – Europe Region:
Trend Micro Inc.

Represented by Mr. Ottmar Hoehenberger, Senior Director, Customer Experience,
and Mr. Kevin Caulfield, Global CEM Program Manager, Trend Micro Inc.
Prize presented by Mr. Sampson Lee, President, G-CEM


Customer Experience Strategy Award – Europe Region:
Philips Consumer Lifestyle

Represented by Mr. Wang Xin, Service Director, SCM Operations & Consumer Care, Greater China, Philips Consumer Lifestyle
Prize presented by Mr. John Chisholm, G-CEM International Partner (U.S.)


Customer Experience VOC Award – Asia Region:

Represented by Ms. Udomluk Tantbirojn, First Vice President, Kasikornbank
Prize presented by Mr. Brownell O’Connor, G-CEM International Partner (Ireland)


B2B Customer Experience Award – Asia Region:
Hewlett-Packard HK SAR Ltd.

Represented by Ms. Cally Chan, General Manager, Technology Services, Technology Solutions Group, Hewlett-Packard HK SAR Ltd.
Prize presented by Mr. John Chisholm, G-CEM International Partner (U.S.)


Online Customer Experience Award – Asia Region:
Taobao (China) Software Co., Ltd.

Represented by Mr. Jerry Ma, User Experience Design Director,
Product Development Center, Taobao (China) Software Co., Ltd.
Prize presented by Mr. Brownell O’Connor, G-CEM International Partner (Ireland)


Vendor Partner Supporting Award:
Van De Laar / Pothoven(for Philips Consumer Lifestyle Customer Experience Strategy Award – Europe Region)

Represented by Ms. Kathy van de Laar, Founder, Van de Laar / Pothoven
Mr. Christiaan Pothoven, Partner, Van de Laar / Pothoven
Prize presented by Mr. Sampson Lee, President, G-CEM

How the Winners were elected

The whole election process took 6 months to complete. From which, it went through the stages of open applications, initial screening, final shortlists, submission of a 3,000-5000 word case study report for each qualified entry and also the final Q&A and substantiation with the Panel Judge Pool.

The Effective Experience Framework was being used as the judging criteria throughout the election process. The framework is structured according to the four core elements of the Branded CEM Method (U.S. Patent-pending) which covers four modules (VOC, Strategy, Touch-point and Execution) in 12 components for the creation, delivery and assessment of effective customer experience.

The Panel Judge Pool was formed by over 20 International Partners and Global Advisors representing different industries and domain of expertise.

About Customer Management Forum
Customer Management Forum is organized by G-CEM It is an annual event to showcase the collaboration of global and local intelligence – the experience-sharing of top-notch gurus all-over-the-world, and case presentations by award-winning enterprises of Customer Experience Awards. Since 2003, the Forum has been held every year by end March / early April in Shanghai.

About Customer Experience Awards Program
The Awards program was first launched in 2002 with an aim to help promoting the development of Customer Management in the region. Over the years, it is acknowledged as an excellent platform to provide recognition, sharing and learning opportunities for industry practitioners of different disciplines and industries.
By entering into the 7th year in 2008, the Organizer is determined to dedicate the Awards program on Customer Experience Management and rename it to Customer Experience Awards. A total of 10 Awards categories are designed to recognize the different strategic aspects and execution process that an enterprise has to develop for creating an effective experience to their customers. There is no territory boundary on the submission of entries as they will be categorized in any one of the four geographical regions: Asia Region, America Region, Africa Region and Europe Region. The Awards program helps to recognize enterprises which make serious efforts in taking a lead in their Customer Experience Management. Visit:

About [size=14][font=Century Gothic][color=red]G-CEM[/color][/font][/size]
G-CEM (Global Customer Experience Management Organization) helps companies to create effective customer experience. Our patent-pending methodologies combine the art and science of CEM in assessing and delivering branded and total customer experience (TCE). G-CEM International Partners are located in Europe, Asia, and North America. Our services include TCE Evaluation and CEM Certification. Visit us:

For enquiry, please contact:
Ms. Alice Tse
[email protected]

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