APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2018

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Speakers & Panelists of CRE & CSQS Leadership Summit 2017

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Speakers & Panelists of Leadership Summit 2017

Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium


Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index


Mr. Jason Chu is the Founding Chairman of the Hong Kong Customer Service Consortium (HKCSC) and Asia Pacific Customer Service Consortium (APCSC). Mr. Chu collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for customer service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, CRM and Contact Center Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, Australia and the United States.

Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professionalism and career development for the contact center and customer service industry, including the Certified CRM Director, Certified Contact Center Manager, and Certified Customer Service Analyst & and Auditor training curriculum and recently the Certificate in Customer Service Management approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government.

Mr. Chu received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building CRM and customer loyalty.

Ms. Michelle Shiers, Chief Customer Service Officer

Telstra International Limited


Topic: Cutting through the Asian Service cultural

Michelle Shiers is Chief Customer Service Officer for Telstra’s international division, based in Hong Kong. She has over 35 years of customer service experience, 26 of those years have been spent within senior roles within the telecommunications and IT industry. With a passion for working with people and teams to deliver exceptional customer service, Michelle is responsible for delivering world class service to Telstra’s international enterprise and wholesale customers by focusing on customer needs, uplifting people capability to build service management capability ultimately improving customer experience and advocacy.

Prior to moving to Hong Kong in 2014, Michelle held various leadership roles at Telstra in Australia across operations, business and government, IT and enterprise and service business units.

Michelle holds a Graduate Certificate in Management and a Diploma in Project Management from Southern Cross University.

Mr. Tatsumi Yamashita, CEO

HDI (Help Desk Institute)

Topic: Trend and Expectation of Support Industry in Japan

Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in 2006, which is the largest benchmarking database in Asia Pacific. The Benchmarking grades all evaluated 2,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefore, it is well-known as the ‘Michelin Red Guide’ for the customer service industry.


Tatsumi Yamashita has 30 years of experience in the support industry and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that are applied toward the advancement of Japanese support environments. He established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now. Tatsumi became one of the 2016 HDI Hall of Fame Inductees recognizes influential members of the community for their outstanding contributions to HDI.

Mr. Sudesh Thevasenabathy, Head of Customer Experience

AXA Hong Kong

Topic: Customer Service vs Customer Experience


Sudesh Thevasenabathy brings with him more than 15 years of experience specialising in customer experience, process efficiencies and change management across multiple industries including telecommunications, consumer products, manufacturing, banking as well as more recently insurance, through his tenures with HSBC and Bank of America Merrill Lynch before joining AXA Hong Kong two years ago.

In his current role, Sudesh is Head of Customer Experience at AXA Hong Kong where he leads the company-wide customer centricity and experience programme spanning across the Life, Health and the Property & Casualty businesses delivering numerous customer experience enhancements through the deployment of rapid and agile approaches which have translated to immediate and significant changes throughout. This transversal programme covers both customer experience improvements and employee culture change. The radical approach in enhancing customer experience resulted in AXA Hong Kong winning two 2016 APCSC CRE Awards for Best Customer Experience Management of the Year, and Employee Engagement Programme of the Year.

Sudesh is an Electronics and Computing engineering graduate and is Six Sigma and Lean trained. A change agent at heart, he is passionate about delivering the best customer experience possible at every level of any organisation.

Mr. Sunny Cheng, Director, Head of Financial Controlling

DHL Express (Hong Kong) Limited

Topic: Strategies and Leadership to be Sustainable International Service Destination


Sunny is a senior professional with solid experience in Finance management role at the multi-national companies primarily focused on Greater China & Southeast Asia markets. He is currently responsible for the total finance solution in DHL express. In this role, Sunny leads a team for not only driving the financial result, but also planning and executing for the business and operating strategy. He doesn’t consider himself as a Finance person, but a catalyst for different functions in the company to deliver the business goal.

Before joining DHL, Sunny was working in Mattel as Finance leading role for Greater China & North and Southeast Asia. He managed different projects across the region. From setting up a legal entity and business model in China from sketch, to turnaround the business performance for North and Southeast Asia. Over the last 10 years, Sunny has been fortunate to have gained experience across Asia and being relocated to Shanghai and Malaysia. He is currently in the progress for EMBA of Chinese University of Hong Kong.

Mr. S.T. Chan, Senior Manager( Customer Supplies )

The Hongkong Electric Co., Ltd.

Topic: Public Service Innovation and CSR towards Customer Relationship Excellence

Mr. S.T.Chan graduated in 1991 from the Brighton Polytechnic (UK) with a Bachelor of Engineering in Electrical and Electronic Engineering. He also finished his Bachelor of Laws from the Manchester Metropolitan University (UK) in 2006. ST has joined Hongkong Electric since 1991 and after working for 22 years in Customer Installation Section, ST became the Head of the Customer Supplies Section responsible for customer accounts management for all Hongkong Electric customers. His responsibilities include running the call centre and customer centre, meter reading, customer billing, credit control and customer service enhancement programs.

ST has been a Chartered Engineer and a member of the Hong Kong Institution of Engineers and the Institution of Engineering and Technology in the UK.

Mr. Mukesh Pilania, Transversal Customer Experience Lead

AXA  Asia

Topic: Superior Customer Experience – powered by Digital and Data

Mukesh Pilania is Regional Head Customer Experience at AXA Asia, based at the regional head office in Hong Kong.

In his role, Mukesh spearheads the design, implementation and continual improvement of the end-to-end AXA customer experience across eight markets in Asia, covering the key lines of business including Life, Property & Casualty and Health insurance. Prior to his current role, he was Asia Regional Head for Operational Excellence, driving process optimization and change management at AXA Asia.

Mukesh started his career in insurance in 2000 as a financial advisor in India, and assumed various management and functional roles during his 15 years of experience in P&C and Life insurance sectors at both regional and national levels, ranging from strategic planning and process design to distribution and operations management. During his tenure with Bharti AXA General Insurance from 2007 to 2012, he played a pivotal role in launching AXA’s P&C business and its subsequent direct and digital distribution platforms in India.

With Mukesh’s exposure to both customer-facing and backend operations systems, he is a seasoned customer experience practitioner given his holistic experience and responsibilities in connecting customer needs with organizational processes throughout the insurance ecosystem.

Mukesh holds an MBA with specialization in Marketing and Finance, and is an avid sports enthusiast of soccer and cricket.


Ms. Daisy He, Consumption & SME Online Service Senior Manager

Lenovo Services

Topic: Implementation and Innovation drive Corporate Internet+ Development and Integration



Mr. Clement Lo, Chief Information Officer

BCT Group

Topic: Best Practices on Big Data Platform for Better Customer Experience

Clement joined BCT in October 2002. Having worked in the IT industry spanning across financial services and telecommunication field for over 25 years, he has acquired extensive experience in international IT standards and best practices working for several major international companies including Optus of Australia and Malaysian telecom. He has a Bachelor Degree from Macquarie University of Australia major in Computing and Economics, Master of Management and Master of Business Administration Degree from Macquarie Graduate School of Management.

Mr. Robert Elliott, CEO & General Manager

Manulife (Cambodia) Plc.

Topic:  Achieving CSR and Customer Engagement Excellence in Cambodia

Robert Elliott is Chief Executive Officer and General Manger, Manulife Cambodia.
Previously, he was Senior Vice President & Chief Distribution Officer (CDO), Manulife Singapore. Hisportfolio of responsibilities includes overseeing agency and partnership distribution, consisting of bank and financial advisory channels, training, distribution services as well as quality assurance.
Prior to his appointment as Singapore's CDO in 2010, Robert was Vice President, Agency Operations of Manulife (International) Limited in Hong Kong. He was in charge of managing the company's agency force and overseeing all departments under Agency Operations. He was also responsible for formulating strategies to further drive the growth of Manulife's agency operations in Hong Kong.
Robert previously spent 13 years with Manulife in the United Kingdom, and was a member of the UK Executive Management before re-joining Manulife in Hong Kong in 2005 as Assistant Vice President, Distribution. He helped deliver record sales and recruitment results, led agency development initiatives and key projects, and built an effective management supervision system within the agency force.
Robert has spent his entire career in the financial services industry. His extensive experience spans a rare mix of financial, commercial and operational roles with various blue-chip companies. During his service with two major insurance groups in the UK, he made significant contributions to substantially boost productivity of their respective sales forces. In addition, he worked in the independent financial adviser market in the UK, providing corporate consultancy and financial planning services to business and high-net-worth clients.


Ms. Grace Zhao, CEO

Grand Media


Topic: Rules to Transform Precisely Millions of Customers with Zero Loss

趙黎女士 為中國第一本微信書籍《玩轉微信實用攻略》作者,還出版了《馬化騰-我的互聯網思維》、《轉型-企業極速變革引爆萬億市場》等著作。現為清華大學商業模式課題特聘導師、北京大學青年創業特聘導師、馬賽學院商業模式特聘導師、中山大學百位名人演講嘉賓、長江商學院總裁論壇演講嘉賓、2011年博鼇亞洲年度經濟人物。  

趙黎女士 從業經歷橫跨藝術、媒體、管理、投資,對互聯網時代下的戰略、商業模式、品牌、創意、行銷、使用者體驗、敏捷組織再造有深度研究,曾在相關領域助力以下企業獲得佳績:特斯拉中國、法拉利中國、萬科集團、華潤集團、寶能集團、京基集團、香港海港城、迪奧、SKll等。

Mr. Sasha Agafonoff, Principal Consultant, North Asia


Nuance Communications

Topic: Securing the Future – Biometrics in the Age of Omnichannel Customer Service


Sasha has been working for Nuance since 2012, helping our clients to develop customer service and fraud prevention solutions using applied speech recognition, voice biometrics and artificial intelligence technologies. Sasha has extensive experience in enterprise solutions across financial and government domains, with a strong focus on applied natural language technologies and expert systems.  


Sasha works from our Beijing office, where he supports Nuance’s regional customers and partners, primarily in the financial services industry, working closely with customers to help them apply Nuance’s world-leading technologies to their business processes. 


Nuance's goal is to be able to automate almost all customer interactions in a way that is preferred by customers. Leveraging the latest technologies in Natural Language Processing, Autonomous Machine Learning, Human Assisted Learning, Knowledge, Recommendation and Prediction, Nuance's team works in close cooperation with definitional customers to create the future of A.I. within the enterprise.  


Mr. Wang Yan, Overseas Service Technical Director 

Haier Overseas Electric Appliances Corp. Ltd

Topic: Service Mode Innovation In the Internet era

• 學歷:MBA(中國海洋大學)
• 經驗:從事品質管制7年,海外服務管理6年
• 職稱:品質工程師
• 證書:六西格瑪BB

Mr. Samuel Yuan, Vice President – Channel Operation Management and Convergence Product , Consumer Sales & Marketing


Far EasTone Telecommunications Co., Ltd

Topic: Service Innovation

Graduated from State University Of New York at Buffalo B.S. Degree in Business Administration with concentration in Financial Analysis and MIS

Management History.
Creative leader with 25-plus-year track record at service -driven Fortune 500 firms such as Northwest Airlines, Citibank, Disney and FarEasTone. Outstanding leadership and team-building skills; experience managing staffs of up to 2000 and budgets of US$60 million.

Samuel Yuan joined FarEasTone in 2001 and is currently the VP of Channel Operation Management and Convergence Product. Before becoming Channel Operation Management and Convergence Product head, he also held other important position such as Retail Channel head, Consumer Marketing head as well as Customer Service & Collection head. Prior to joining FarEasTone, Samuel Yuan has more than 20 years of experiences in the field of sales, marketing and customer service, working for Disney, Citibank and Northwest Airlines in United States, Hong Kong and Taiwan.

He has served for the past 8 years, in the role of Executive Director for TCCDA – Taiwan Call Center Development Association which he was also one of the founding members in 2002. In 2007, together with eight other AP region countries; Hong Kong, China, Singapore, Malaysia, Philippines, Indonesia, Australia and Korea founded APCCAL – Asia Pacific Contact Centre Association Leaders.

Mr. Troy Barnes, Chief Customer Experience Officer

AIA Bhd.

Topic: AIA Bhd.'s Customer Experience Management Strategy

Troy Barnes is Chief Customer Experience Officer, AIA Bhd, where he is responsible for developing AIA Malaysia’s customer experience blueprint. Prior to joining AIA, Mr. Barnes held local and regional senior management positions with ING in Japan, Korea, Hong Kong, Taiwan and Australia, where he achieved substantial top and bottom line value with a focus on delivering better service to customers. Troy has extensive experience in change management, process improvement, Lean Six Sigma operations, IT, program and project management throughout Asia Pacific.

Troy hold a Bachelor’s degree in Business (majoring in IT), from LaTrobe University Australia.


Mr. Alexander Chan, Senior Programme Director/College Principal Lecturer


HKU SPACE Executive Academy

In the late 1980s, Dr Alexander Chan (Alex) went to a boarding school in the North of England for his secondary education. He then went on to study his bachelor’s degree in Computer Systems Engineering and his master’s degree in Information Technology for Manufacture at Warwick University. Altogether he lived and worked in the UK for nearly 20 years. In 1996, Alex graduated from Cardiff University with a PhD degree in Self-Organising Neural Networks for Control Chart Pattern Recognition (which was a discipline in the area of Quality Control in Manufacturing). Alex was then offered a research position with the Engineering Department at Cardiff University where he conducted research funded by the European Union and taught engineering students both at the undergraduate and postgraduate levels.

Looking for a new professional challenge, Alex decided to join Symbian, which was a leading mobile software company in London at the time, in their marketing and sales department in 1999. Before long, Alex was promoted as a Senior Account Manager in charge of key accounts such as Psion and Motorola, as well as a great number of technology partners in Western Europe. Alex was also sponsored by Symbian to study a part-time MBA during his tenure there. Since then, Alex has worked in many leading mobile technology and internet companies in the UK and Europe. The well-known customers that he has successfully managed and developed business with over the past 15 years include Nokia, Samsung, Motorola, LG, Microsoft, Toshiba, Panasonic, HTC, Huawei and China Mobile.

From 2004 to 2011, Alex worked for two European mobile technology outsourcing companies (Elektrobit and Teleca) as their VP of Sales for Asia Pacific in their regional headquarters in Beijing. His responsibilities encompassed marketing, sales, business development, key account management, setting the regional strategy for Asia Pacific and managing cross-regional and cross-cultural sales teams based in Japan, Korea, Taiwan and the Greater China region. Alex led his teams to excel in making new business wins, negotiating tough commercial contracts, setting complex technology licensing deals and outsourcing mobile development projects. The annual revenue target carried by Alex and his team was in excess of €40M.

In February 2014, Alex joined the Institute for China Business at HKU SPACE as Senior Programme Director/College Principal Lecturer. He is now Head of Centre for Management and Innovation. The programmes managed by Alex’s centre in both Mainland China and Hong Kong include Integrated Practicing Management (IPM), Digital Strategy and Business Transformation (DSBT) and Integrated Innovation for Product and Service Design (IPSD). Leveraging the rich experiences that Alex has had in both the academia and the business world, he now specializes in teaching Management, Business and Innovation. His favourite motto is “Think like a man of action. And act like a man of thought.”

Ms. Veronique Liu, Operation Director


Teleperformance China

MBA Hongkong Polytechnic University(PolyU), and Master of Law, Nanjing University (Jiangsu Province).


Professional trainings in COPC, PMP and CFP.


Registered coordinator in COPC, PMP and CFP.


Over 15 years experience in Call center industry, 13 years in China State Own commercial banks, China Citic Bank, China Everbright Bank, as the operation director. 2 years in BPO industry.

Participate In TP university together with other 17 candidates from 15 countries to share the best practice of the Teleperformance global team.


Ms. Maggie Zhang, General Manager

Regus Business Service(Shenzhen)


Maggie Zhang has more than 15 years professional experiences with 9 years with her current employer, Regus, the world’s largest provider of serviced offices.


She is the Coaching General Manager of Regus Shenzhen. Besides running 3 successful business centres in Shenzhen, Maggie’s responsibilities are always focused on sales and customer services. She trains effective team who maintain good customer relationships.


Maggie spent about 5 years of her career life exploring opportunities in various industries such as commercial real estate, finance, architecture and carbon trading. Maggie speaks Mandarin, English and Cantonese. She holds an MBA degree from University of San Francisco.

Ms.Daisy LamPresident

The Institute of Crisis and Risk Management

Global EMBA (CUHK), BGS, CPM, CSN, CST, CCC, FCRP (ICRM), MCM (WMO), FHKIoD, ICRM, LSCM, AHKIArb, Accredited Professional Mediator, Accredited Mediation Assessor, Recognition of Prior Learning (RPL) Assessor, Estate Agent, ISO Technical committee: Security and Resilience, Risk and Quality management.

Daisy has a diverse background that includes experience in the private sector, education, and business. She received her Bachelor (Hon) Degree of Business Administration in US, Global EMBA Degree at The Chinese University of Hong Kong, obtained Dean’s List award, and was invited by the Beta Gamma Sigma (BGS) International Honor Society as Life Member. She is currently a Vice President Committee of The Chinese University of HK OneMBA alumni Asia, Vice President at The Chinese University of HK Golf day, Vice Chairlady at China-HK Executive Women Golf Association, and Executive Vice President of Hong Kong Lin Chamber of Commerce.
She is certified professional mediator in Hong Kong, Shenzhen, and Europe. She has been a lecturer, external course examiner, and mentor at different universities in Hong Kong.. Daisy has been the recipient of multiple management and enjoys her time as a mediator, lecturer, and business entrepreneur. She is Retail Assessor in Recognition of Prior Learning (RPL) Qualifications Framework (QF). Property agent and consultant. ISO Technical committee: Security and Resilience, Risk and Quality management. Her publication on mediation, and risk management has appeared in several academic journals and in a variety of popular such as recruit in Hong Kong, CUHK Alumni News Magazine, and Golf Magazines.

She also holds key executive management positions in a number of professional organizations and non-governmental organizations, giving emphasis to her concern for business and management and related professional issues as well as accreditation, certification, and development. In addition, she is CEO and President of Vision Education Group Limited, Vision Property Consulting Group Limited, V Moda International Limited, V Innovation Limited and Giftmart (Asia) Company. She is a regular advisor and keynote speaker at various multinationals in the areas of business management and management of change.

Mr. Mike Zhan, Customer Service and Support Manager, Asia Pacific

Energy Recovery Inc.

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