APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2015

APCSC Summit 2008
 
  2015亞太峰會
  卓越顧客關係服務(CRE)及創新博覽會
  主講嘉賓
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  有關亞太顧客服務協會
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  卓越典範(Best-in-Class)
   
2014峯會演講嘉賓

English | 简体

2014峯會演講嘉賓

朱剛岑先生
 
亞太顧客服務協會主席

演講題目:發掘傑出顧客關係創新整合 今日滿足超越顧客未來需要

朱先生為亞太顧客服務協會創辦人及主席,朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準,以新的概念進行了一系列的顧客服務研究,包括亞太區客服中心及顧客關係管理基準調查,顧客滿意度及期望的研究,以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

 

朱先生是客服管理產業的先驅,多年來與美國、澳洲、中國及其他國際顧客服務相關組織,推動建立全面國際認證課程,以推動客服中心及顧客服務業內從業人士的專業資格及發展,包括顧客關係管理總監證書課程,客服中心資深經理證書課程,客服中心專業人員證書課程等。


畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士,朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師,經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。

   

莫乃光先生

 

立法會議員(資訊科技界)
香港天雲融創科技有限公司  董事

雲谷網絡(香港)有限公司  董事

驣思創智有限公司  執行董事

香港互聯網協會  創會主席

公共專業聯盟  主席

香港資訊科技商會  榮譽會長

演講題目:為新一代成立創新及科技卓越中心

 

Charles Mok is the Legislative Councilor, representing the Information Technology functional constituency, of the Hong Kong SAR Government.  He was the Founding Chair of the Internet Society Hong Kong, Honorary President of the Hong Kong Information Technology Federation, and Chair of the Hong Kong Internet Service Providers Association.
 

Further to his work in ICT, Charles is active in public services.  He is the Chairman of the Professional Commons, a cross-sector professional public policy think tank, and member of the Consultation Panel of the West Kowloon Cultural District Authority and CreateSmart Initiative Vetting Committee. Moreover, Charles served as member of Central Policy Unit, Hospital Authority, Consumer Council, Digital 21 Strategy Advisory Committee, Transport Advisory Committee, Committee on Economic Development and Economic Cooperation with the Mainland of the Commission on Strategic Development, and Trade and Industry Advisory Board. 
 

Charles graduated from Purdue University with Bachelor Degrees of Science in Computer and Electrical Engineering and Master Degrees of Science in Electrical Engineering, and worked with SunSoft Inc and Digital Equipment Corporation in the United States.  


苗樂文先生

海洋公園行政總裁


演講題目:國際主題公園服務創新及企業持續發展


Tom Mehrmann is the Chief Executive of Ocean Park Corporation, Hong Kong’s marine life and animal theme park, which hosts more than seven million visitors annually. Founded in 1977, Ocean Park is a not-for-profit statutory body. 

Mr. Mehrmann started his career in the theme park industry in 1977 at Knott’s Berry Farm in the United States as a sweeper, cleaning the Park grounds. From there, he spent the next 21 years progressively working through various management and leadership roles, eventually becoming Vice President of Park Operations and Entertainment in 1996.


In 1998, he joined Six Flags Marine World as Vice President and General Manager, and later accepted an appointment as VP and GM of Warner Brothers Movie World in Madrid, Spain, when the park was taken over by Six Flags in 2000. He was responsible for the design, development, construction and operation of the US$380 million Madrid Movie World, which opened in April 2002, with revenues of US$75 million a year.

Since joining Ocean Park in 2004, he has directed the activities of the Park to achieve nine record breaking years of attendance, revenue and surplus, while leading the effort of defining the HK$5.55 billion Master Redevelopment Plan (MRP) for the future Ocean Park. The 6 year MRP broke ground in late 2006 and was completed in July 2012 on time, on budget and with exceptional quality. The MRP has successfully transformed Hong Kong’s People’s Park into a leading world-class family travel destination. The previously launched new themed areas have also helped Ocean Park attract a record high of 7.44 million guests for the calendar year ended 31 December 2012.

Highlighting the growth and evolution of Ocean Park under Mr. Mehrmann’ s direction, the Park became the first Asia recipient of the prestigious “Applause Award”, the most significant recognition within the global attractions industry recognizing a theme park for its foresight, originality and sound business development.    The industry authorities, Themed Entertainment Association (TEA) and AECOM, in the 2011 TEA/AECOM Global Attractions Attendance Report, ranked Ocean Park Hong Kong as the world’s number 11, Asia Pacific’s number four, and China’s number one, theme park in terms of annual attendance.

In 2008/2009, Mr Mehrmann was named the “CEO of The Year” in the Asia Pacific Customer Relationship Excellence Award. In 2007, Mr. Mehrmann was presented with the Executive Award of the DHL/SCMP Hong Kong Business Awards 2007. He was also named Director of the Year by the Hong Kong Institute of Directors in 2006.


 Mr. Mehrmann also devotes efforts to the community and to promoting tourism development in Hong Kong by serving in the following positions under the organizations below: 

-     Vice Chair of the Advisory Committee of the School of Hotel & Tourism Management, Hong Kong Polytechnic University

-     Member of the Advisory Committee on Hotel & Tourism Management of the School of Hotel & Tourism Management, The Chinese University of Hong Kong (Aug 1, 2012 to Jul 31, 2014)

-     Committee Member of the Travel/Tourism Committee of the Hong Kong Coalition of Service Industries, Hong Kong General Chamber of Commerce

-     Member of the Hong Kong Employers’ Federation of Hong Kong

-     Member of the American Chamber of Commerce

-     Advisory Committee Member of the Tourism Orientation Programme of the Hong Kong Tourism Board

-     Sector/Subject Specialist for the Hong Kong Council for Academic Accreditation

-     Member of the International Association of Amusement Parks and Attractions (IAAPA) Strategic Planning Committee

-     Member of the IAAPA Asian Advisory Committee

-     Member of the HKSAR Public Affairs Forum

A graduate of the California State University, Fullerton, Mr. Mehrmann holds a Bachelor of Science degree in Psychology. He also completed the Advanced Courses organized by IAAPA in Theme Park Management at Cornell University, Ithaca, New York.


山下辰巳先生

本Help Desk Institute行政總裁

演講題目:日本顧客體驗管理趨勢及基準

Tatsumi Yamashita, a Founder and CEO of HDI-Japan is one of the most influenced leaders in Japan and Asia support service arena. He developed Contact Center Benchmarking in 2006, this has been the biggest benchmarking database in Asia Pacific. The Benchmarking grade all evaluated 1,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefor it is well-known as the ‘Michelin Red Guide’ the customer service industry.

Tatsumi Yamashita has 25 years support industry experience 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 could be applied toward the advancement of Japanese support environments. He finally 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/Philippines now. Prior to joining HDI, he was a director of IT Strategy at Yanase the biggest GM/Mercedes distributer in Japan, and was the first Helpdesk manager at Pfizer Japan Inc. Tatsumi graduated from Shinshu University in Nagano, at the center of Japan.

HDI-Certified Auditor since 2001
HDI-Certified Instructor since 2001
HDI Intl. Standards Committee since 1999
Japan Information-Technology Engineers Examination Center (JITEC) since 1995


Frits Fraase Storm先生

Tripolis Solutions全國總監

演講題目:從顧客服務到顧客參與的演變

 

Frits is a highly experienced Program Manager and Entrepreneur with over 25 years experience in enabling software solutions. Proven track record with Strategic Accounts, Software Development, Marketing and Program Management. Frits develops strategic long-term board level relationships across the world in various cultures. One of his key drivers is long term customer care.
In the last 10 years established several new ventures in the software and services industry. Last year Frits moved to Shenzhen and is currently setting up the Tripolis email, mobile and social media brand as Country Manager Hong Kong in the Hong Kong and Shenzhen area.


Before establishing new ventures his work experience includes Senior Manager at Ernst & Young and Business Unit Manager at KSI, a Dutch E-learning company.


陳順同先生

香港電燈有限公司客戶供電服務組高級工程師

演講題目:公共服務創新及企業社會責任達致傑出顧客關係服務

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.


王曉艱女士

國際商業機器科技(深圳)有限公司

演講題目:客戶為先

2004年畢業於大連外國語學院,韓日雙語本科学历。08年加入IBM,主要負責亞太項目和日本項目。


張健先生

聯想集團聯絡中心總經理

演講題目: 以顧客為中心的顧客服務知識管理中心

張健,聯想中國區在線服務交付中心總經理。曾擔任聯想大客戶服務、服務產品開發及營銷的負責人。具有客戶關係管理、項目管理、產品研發、產品營銷及企業管理的豐富經驗。從2012年開始負責聯想在線服務交付中心業務管理工作,致力於打造三網合一的服務體系,提升聯想客戶忠誠度及用戶服務體驗。在他的帶領下,聯想在線服務交付中心,從傳統的客戶聯絡中心升級為關注用戶服務體驗,快速響應市場動態,著力打造粉絲經濟的互聯網服務中心,在PC+服務、互聯網轉型、助力業務等方面均取得大幅突破。
 


宋學武先生

海爾集團海外顧客服務總監

演講題目:雲服務交互平臺打造最佳顧客體驗

2003年畢業於中國農業大學,主修經濟管理,1997年加入海爾集團, 曾活躍於集团旗下空调销售有限公司的服务事业部及顾客服务经营公司。並於2006年擢升海外服务总监,職責為創海爾海外市場用戶第一美譽,服務成本最優化曾獲。集團首席執行官嘉獎,為十大標兵之一。


黃國全教授

香港大學工業及製造業工程系系主任

演講題目: RFID在大中華區電子商貿的應用及未來趨勢

 

Dr George Q. Huang is a Professor in Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong. He gained his BEng and PhD in Mechanical Engineering from Southeast University (China) and Cardiff University (UK) respectively. He has conducted research projects in areas of Collaborative Product Service System Development, Real-Time Manufacturing and Logistics Management with substantial government and private grants. He has published over 250 refereed articles in journals and conferences in addition to two monographs and two edited reference books. He serves as associate editors and editorial members for several international journals. He is a Chartered Engineer (CEng), a member of HKLA (HK), IEE(UK), HKIE(HK), ASME(USA), and IIE(USA).


趙汝星先生

QNet Limited首席資訊主任

演講題目: 讓下一代電子客戶投入雲端、移動及分析

 

Mr. Chiu is a seasoned IT professional with a hands-on business approach. He received his Bachelor of Science degree in Systems Design Engineering from University of Waterloo with a Management Science Option. Mr. Chiu was the Director of Information Technology for two different North American multi-site manufacturers in different industries. In 1996, he was one of the 9 final candidates for CIO Magazine Canada’s ITX Award. During his career, he has gained insights in the area of Business Process Re-engineering and Operations Metrics.


Mr. Chiu’s experience in Asia started in the late 90’s in helping an automotive component supplier to establish a Joint Venture factory in Ningbo, China and then became a Board Member for the JV. He relocated to Hong Kong with his family several years ago to help an international high-tech manufacturer to develop its Asia business activities followed by an assignment to lead a high-end manufacturer in Hong Kong to establish its global market presence in a new market segment. He is currently the Chief Information Officer for QNet in Hong Kong where he is applying his extensive experience in driving transformational projects in complex organizations to help develop the company’s Next Generation Platforms, Technology Products and Digital Ecosystem for its global online ecommerce.


 甘志深先生

八達通 卡有限公司技術總監

演講題目:八達通卡創新、未來顧客流動性及商業要求

 

Mr. Kam is the Technical Director at Octopus, managing a team of ITprofessionals with diversified skills and extensive experience in contactless smart card applications, central clearing house system design and large-scale international projects. He has over 20 years of experience in software development and system integration projects.

He is a chartered engineer and holds a Master of Science degree in Information Systems Management and an MBA degree. Before joining Octopus, he has worked in the software engineering departments of leading computer vendors, including Digital Equipment Corporation and Unisys China Limited.


 Nikhil Advani先生

AIA Bhd. 渠道營銷集團主管

演講題: 與顧客再聯繫

Nik Advani is the Group Head of Channel Marketing for AIA Group-the largest independent publicly listed pan-Asian life insurance group with operations in 17 markets across Asia Pacific.

Nik is responsible for the development and execution of the Customer Marketing and Analytics strategy for AIA. He is focused on increasing cross-sell/up-sell to existing customers, optimising new customer acquisition and ensuring customer retention. Nik leads the Group Digital Marketing team which drives AIA’s mobile, social and web marketing strategy across the region.

Prior to joining AIA, Nik worked with New York Life where he was Vice President – Individual Annuities, based in New York. He was responsible for end-to-end product management for variable and fixed annuities, competitive intelligence and management of fund partners.

Before joining New York Life, Nik worked with Prudential Plc’s US and Indian businesses and held several senior roles across product management and marketing at Jackson National and ICICI Prudential Asset Management. He has also worked with Genworth International, in their business development function and was responsible for developing their retirement business internationally.

Nik has a strong track record of innovation and holds a patent on a retirement product in the US. A technology geek at heart, Nik is constantly looking for ways to leverage digital technology to deliver a better customer experience and delivery commercial value. He has over 19 years work experience and is passionate about the marketing and distribution of financial services.

He holds a MBA from the Columbia Business School, New York.


 John Jansen先生

Interactive Intelligence Inc. 國際市場推廣副總裁

演講題: 運用多媒體服務策略來豐富客戶體驗

John Jansen was appointed Director of International Marketing for Interactive Intelligence in January of 2012. He currently holds the portfolio as Vice President of International Marketing.

Jansen, a native of the Netherlands, joined Interactive from the consumer goods industry, where he held international marketing leadership roles at Gillette and Procter & Gamble.

Within Gillette and Proctor & Gamble, Jansen covered marketing communications, product, trade and B2B marketing, mostly on the Duracell brand.

Jansen joined Duracell in the Benelux in 1991 as Product Manager and ultimately served as Business Unit Director for Duracell and Stationery Products (Parker, Papermate, Waterman) before moving to the US in 2001, where Jansen led Global Marketing programs for Duracell as part of Procter and Gamble through 2007.

In addition, Jansen held marketing positions at Whirpool (household appliance) and Trust (computer peripherals) in the Netherlands.

Jansen has a bachelor's degree in international business and languages from Rotterdam University, a master’s in marketing from NIMA in Amsterdam and a post-graduate from Chicago School of Business.


余美燕小姐

香港賽馬會電話投注經理

演講題: 青衣電話投注中心成功推行傑出客戶關係服務的策略和實施方法

Arist Yue has joined The Hong Kong Jockey Club for 6 years. She started to serve as a Betting Control Centre Manager (Operations) overseeing the integrated raceday control activities and made decisions / recommendations in handling contingent situations in the Customer and Marketing Division. She was then transferred to work for the Channels and Organisational Development Division to look after two Telebet Contact Centres at the Shatin Racecourse with the core responsibilities of effective running of the daily telephony services and forecasting of the Racing and Lottery customer demand. She is now being rotated to work at the Tsing Yi Contact Centre to take charge of the telephony services and the Control Room operations. Prior to joining HKJC, she worked for Federal Express as the Asia Pacific (APAC) – Quality and Service Excellence Manager with the core responsibilities of assuring and enhancing the services quality of all functions, operations groups and Supply Chain Service Centres in the Asia Pacific Division.

Arist acquired double master degrees in the “Management of Logistics/Operations Management” and “Information System in Business Administration” from the University of MacQuarie and Canberra of Australia. She was certified in ISO, Six Sigma and Customer Service Management in various associations. She had won several prestigious awards from her worked and working companies, the Logistics Association of Australia and the Asia Pacific Customer Service Consortium. 


Liew Swee Lin小姐

Astro Malaysia Holdings Berhad 首席商務主任

演講題: 超越 - 邁向優化數碼之旅


米輝波先生

呼叫中心及服務外包研究院 院長

長期從事呼叫中心、客戶關係管理及高科技企業的高層管理工作,曾負責專業呼叫中心外包公司在中國的設立、組建和運營,具有豐富的客戶服務運營管理經驗,豐富的中外管理和專業諮詢經驗, 活躍於亞太市場,業界知名專家。
 


葉國輝先生

凱達企業風險管理(香港)有限公司董事總經理

Mr. Thomas Yip has over 33 years of experience in insurance industry specializing in global insurance placement and strategic global business development.  Thomas has solid experience in handling complex and large corporate programs of diverse industries.  Prior joining Seascope, he was an Executive Director of Willis Hong Kong Limited responsible for Network and Corporate Accounts Practice Group.  His role in Willis involved leading a team of senior executives to manage and grow the portfolio of large and multinational accounts. 

Seascope Insurance Services Limited ("SIS") is an independent Lloyd's Insurance Broker, founded in 1970, specialising in marine insurance and reinsurance. Seascope Risk Services (Hong Kong) Limited ("SRSHK") is the risk management and general insurance practice of SIS in Asia Pacific Region with office in Hong Kong.

In 2013, Thomas had also been appointed by ‘Professional Insurance Brokers Association” (PIBA) as an Executive Committee responsible for monitoring and disciplinary auditing.  PIBA has been one of the approved bodies of insurance brokers in Hong Kong authorized by the Office of the Commissioner of Insurance (OCI), to approve license to an insurance broker and to regulate the conduct of Members, their Chief Executives and Technical Representatives (“registrants”) since 1995.


Thomas Goh先生

Hay Group總監

Dr. Thomas Goh is a Director at Hay Group and an industry veteran who has delivered consulting services to clients in Asia Pacific, Europe, Middle East and North America. He has strong interests in Change Management, Leadership and Talent Development and Employee Engagement. His clients include Fortune 500 companies, global conglomerates, regional players and public sector organizations. Thomas holds a doctorate degree in Change Management from University of Western Australia and a Fellow at Hong Kong Institute of Directors.


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