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. 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.

Robert previously spent 13 years with Manulife in the United Kingdom, Previously, he was Senior Vice President & Chief Distribution Officer (CDO), Manulife Singapore. 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 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.

Mr. Jit Seng Ng, Chief Customer Experience Officer

AIA Bhd.

Topic: Innovation in AIA


Jit Seng Ng先生畢業於英國利茲大學,曾經在愛立信手機、渣打銀行、匯豐銀行、馬來西亞航空公司等知名企業任職,主要負責服務質量把控和流程管理等方面的工作。



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 th. 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 2016 APCSC CRE Awards for Best Customer Experience Managemene customer contact Teams across the Life, Health and General Insurance business, as well as driving key customer touchpoint improvementst of the Year.

Mr. Bradly Moore, Senior Director, Sales Operations

Genesys APAC

Topic: Customer Experience trends and simplified transformation with Genesys


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 is a MBA professional with specialization in Marketing and Finance. Mukesh is curently leading Yantrik ( yan3k.com) in Insurtech world, working towards insurance industry disruption, focusing on digitization & automation solutions based on Artificial intelligence ( AI).

Before Yantrik, Mukesh has worked in insurance industry for more than 16 years across different functions like distribution, marketing, digital & operations.

In his last role, he was leading customer experince for AXA as Asia Regional Head based in Hong Kong. Mukesh was responsible to trasnform & manage end to end customer experience for AXA Asia entities across 8 countires. Prior to the Regional CX Role, he was Asia Regional Head of operational excellence.

Ms. Belinda Kuo, Senior Vice President, Head of Customer Centre

DBS Bank (Taiwan)

Topic: DBS Customer Centre Transformation


Mr. Jit Seng Ng, Chief Customer Experience Officer

AIA Bhd.

Topic: Innovation in AIA


Jit Seng Ng先生畢業於英國利茲大學,曾經在愛立信手機、渣打銀行、匯豐銀行、馬來西亞航空公司等知名企業任職,主要負責服務質量把控和流程管理等方面的工作。


Connie Cheung, Head of Watson Customer Engagement,  IBM Greater China Group



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


Ms. Viola Lam, Founder & CEO of AI company - Find Solution Artificial Intelligence Limited (FSAI), was founded in Hong Kong in 2016, who won the Entrepreneur Year 2015/16 of the Youth Business International.

With Viola’s significant teaching achievement and experience, she understands the excessive demand on both of education (and potentially on medical research). This is the reason she would like to improve students study progress with the innovation of the selfmotivated learning model and Find Solution AI was born.

Dr. Yazhou Xiao, Assistant professor


China University of Technology


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,  Hong Kong/Taiwan/Macau

Xiaoi Robot Technology (HK) Ltd.

Topic: Artificial Intelligence for better Human Interactions


Tommy has more than 10 years’ experience with the world’s leading tech organisations, with a track record of steering sales, business development and operational teams in achieving targets.

Prior to joining Xiaoi, Fan served at several MNC around APAC region, such as eBay, Digital River and Acer.

Tommy studied Electrical and Electronic Engineering in University of Auckland.

Ms. Susan Pollock, Senior Vice President


Telepeformance Adopting AI to Empower Agents to Deliver Service Excellence


Susan Pollock小姐在汽車,消費品,零售,技術,旅遊,銀行和金融服務方面有著15多年的經驗,善於設計產品生命週期中客戶互動的管理舉措,並在吸引和留住年輕消費者和全媒體渠道應用方面具有專長。



Ms. Silvia Yu, Online Service Delivery Senior Manager

Lenovo  China

Topic:  Intelligent Lenovo Serving China




Ms.Nara Kann, Chief Client Officer


Manulife Cambodia

Mr. Rotha Chan,Assistant Vice President & Chief Agency Officer


Manulife Cambodia


Mr. Eric Cheng, Principal Consultant

Innovative Business Accelerator Co Ltd.

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




George Aprane, Vice President, Channels & Alliances, APJ



George Aprane is the APAC Partner Leader for Genesys in APAC.
He has a broad experience in high-tech sales and marketing spanning business development, Strategic alliances and Product marketing.
He is an experienced and well-respected speaker in the customer experience industry.
Prior to joining Genesys, George was the Sales Director for the Cisco' Collaboration business in ASEAN.
He has done multiple roles in Cisco: he led the Collaboration Commercial business across APAC and Cisco' Strategic Alliance Organization in APAC.
George holds a Bachelor of engineering and a Masters in Management of Technology from National University of Singapore.

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