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

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Speakers & Panelists of CRE & CSQS Leadership Summit 2018

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Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium


Topic: Big Data, InnoTech, A.I. Accelerate Sharing & Experience Economy


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.

Mr. Tatsumi Yamashita, CEO

Help Desk Institute, Japan

Topic: Contact Center Benchmarking and Knowledge-Centered Service

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.

Ms. Jaiporn Srisakul, Managing Director

Advanced Contact Center Co., Ltd, Thailand

Topic: Digital Transformation Journey to Offer International Service, Commerce, Culture and Customer Experience Innovation


Ms. Jaiporn Srisakul, Managing Director of Advanced Contact Center Co., Ltd., the premier contact center in Thailand and a subsidiary of Advanced Info Service (AIS), the largest mobile operator in Thailand with 42 million subscribers and 97% nationwide coverage. As having experience in call center in decades, she is aiming to offer best customer experience through every touch points with speed, quality and choice matching with individual customer life style and preferences. Next is moving forward to the edge of Digital Age, realize how important to build and grow her staff competency in technology and digital lifestyles.

Mr. Sudesh Thevasenabathy, Head of Customer Care Management

AXA Hong Kong

Topic: Enhancing Customer Experience through an Omni-channel Strategy


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 four years ago.

In his current role, Sudesh is Head of Customer Care Management at AXA Hong Kong where is manages and run all the customer contact Teams across the Life, Health and General Insurance business in Hong Kong and Foshan, as well as driving key customer touchpoint improvements. In a previous role, he led a company-wide customer centricity and experience programme 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 2015 and 2016 APCSC CRE Awards for Best Customer Experience Management of the Year. His team also won the Pride of AXA award in 2015. Sudesh was also awarded CRM Director of the Year for 2016 by APCSC.

Beyond work, he is also AXA Hong Kong’s culture lead, and sits in the D&I Council of the company part of the LGBT+ taskforce. He also speaks in many events and conferences sharing best practices and his vision of improving customer experience and employee engagement.

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. Bradly Moore, Senior Director, Sales Operations

Genesys APAC

Topic: Innovation in Omnichannel Customer Experience Platform


Brandly has 18 years experience in small to large contact centres, unified communications, premise, subscription and cloud business development.


Working with Genesys for the past  9 years across Asia Pacific and Japan managing various departments from Customer Care, Professional Services and Pre Sales.

Mr. Mukesh Pilania, Managing Director & CEO


Topic: Successful Strategies for Omni-channel Transformation Roadmap based on Digital & Data Pillars

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.


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. Belinda Kuo, Head of Customer Centre

DBS Bank (Taiwan)


Topic: DBS Customer Centre Transformation


Mr. Jit Seng Ng, Chief Customer Experience Officer

AIA Bhd.

Topic: Generation CX - Towards the New Frontier



Mr. Yan jiang, Deputy Manager, Information Center, Shenzhen Gas Corporation Ltd


Shenzhen Gas Corporation Ltd.


Topic: The Transformation and Upgrading of the Traditional Gas Industry by Intelligent Service





Ms. Viola Lam, Founder & CEO

Find Solution Artificial Intelligence Group

Topic: Leverage on Personalized Learning Experience, Big Data and Analytics to Enhance Corporate Profitability

Dr. Yazhou Xiao, Assistant professor and deputy director, Marketing and Circulation Management Department


University of Science and Technology of China


Topic:  Innovative Science and Technology in the Intelligent City


Dr. Shiau is executive committee member of Chinese Society for Quality, and has extensive working experience in manufacturing engineering. His researches are quality management, e-commerce, business analysis, information system development.

Dr. Shiau has taken the assistant professor role in marketing, information management and service management studies in Universities in Taiwan.


Mr. Tommy Fan, Regional Director, Taiwan Hong Kong Macau

Shanghai Xiaoi Robot Technology


Topic: A.I. Transformation Empowered Services from China to Belt & Road Internationalization

Ms. Susan Pollock, Senior Vice President


Outsourcing Up is the Trend of Customer Services Center








Mr. Mike Mi, Secretariat, Internet Customer Center Professional Committee & International & China CRE Awards Panel of Judges


China Council for International Investment Promotion

President, Academy of Contact Center & BPO (ACCB)
Founder, Asia Pacific Contact Center Association Leaders (APCCAL)
COP, Certified Outsourcing Professional
Certified trainer, AT&T College of Call Center Excellence

Mike has successfully established call center in Shanghai, Beijing and Dalian. Rich experience in call center management, project management, people management and business development. First promote CRM Call Center concept in China.

Mr. Li Shutao, General Manager, Customer Relationship Management Department


Shenzhen Gas Corporation Ltd.




Ms. Amy Zhao, Senior Director, Customer Service Center




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