APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2017

APCSC Summit 2008
 
  2017國際峰會
  卓越顧客關係服務(CRE)及創新博覽會
  主講嘉賓
  會議流程
  參加者
  贊助機會
  曾支持的會議
  旅遊景點
  聯絡我們
  報名
  照片廊
 
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  有關亞太顧客服務協會
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  優質顧客服務標準(CSQS)
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  卓越典範(Best-in-Class)
   
2017峯會演講嘉賓

English | 简体

 
2017峯會演講嘉賓

朱剛岑先生, 主席
 
亞太顧客服務協會

演講題目:大數據創新顧客體驗,挖掘未來顧客關係忠誠度指數

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。


Michelle Shiers女士首席顧客服務官

Telstra International Limited

演講題目:克服亞洲服務文化

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.


山下辰巳先生行政總裁


HDI (Help Desk Institute)


演講題目:顧客體驗管理趨勢和呼叫中心基準

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.


Sudesh Thevasenabathy先生顧客體驗主管

安盛香港

演講題目: 對比顧客服務和顧客體驗

 

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.


鄭毓文先生,財務總監


敦豪國際速遞(香港)有限公司

演講題目:可持續國際服務戰略及領導力

 

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.


陳順同先生,客戶供電服務組高級經理

香港電燈有限公司


演講題目:公共服務創新及企業社會責任打造傑出顧客關係服務

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.


Mukesh Pilania先生顧客體驗總監

 

AXA安盛亞洲


演講題目: 透過數字化和數據賦予更佳的顧客體驗

 

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.


賀靜女士,消費和中小企業在線服務高级經理


聯想服務

演講題目:實踐與創新推動企業互聯網+發展及整合--聯想小新特色服務實踐分享

賀靜女士,學生經營SPM15年畢業加入聯想服務,作為產品經理,設計了高端和學生人群專區。後期作為學生細分經營SPM,通過視頻服務、直播互動和拾庫公開課,為學生人群經營和服務的思路積累了經驗。

 


盧志鵬先生,首席資訊科技總監

BCT銀聯集團


演講題目: 利用大數據平臺提升客戶體驗的最佳守則

 

盧志鵬先生於2002年10月加入BCT。他在金融服務及電信行業內擁有超過25年資訊科技方面的經驗。他曾工作於多家國際公司,包括澳洲Optus及馬來西亞的電信公司,並取得國際資訊科技標準及最佳守則的經驗。盧先生擁有澳洲麥覺理大學的電腦學學士學位及經濟學學士學位,亦為麥覺理管理研究所的管理碩士及工商管理碩士。

 

 


Robert Elliott先生,行政總裁 & 總經理


柬埔寨宏利保險公司

 

演講題目: 在柬埔寨打造傑出企業社會責任及顧客參與

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.


趙黎女士,行政總裁

 

盛世瑞智國際文化傳媒集團

 

演講題目:零損耗轉化百萬精准客戶法則

 

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。


安國富先生首席顧問

 

Nuance Communications


演講題目: 保障未来——全渠道顧客服務時代的生物識別技術

 

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.


王岩先生,海外服務總監


海爾海外電器產業有限公司


演講題目:互聯網時代下的服務模式創新

 

• 学历:MBA(中国海洋大学)
• 经验:从事质量管理7年,海外服务管理6年
• 职称:质量工程师
• 证书:六西格玛BB
 

 


袁興先生,個人用戶業務暨行銷事業群通路管理暨匯流產品處副總經理

 

遠傳電信股份有限公司

演講題目: 服務創新

美國紐約大學畢業,主修財務分析及資訊管理 善於營運規劃管理、業務及行銷管理、Call Center之營運管理、新事業發展規劃,並熟悉財務、會計、訓練等公司之 營運事務。


袁興(Samuel Yuan)先生于2015年起擔任通路管理暨匯流產品處副總經理,負責通路系統流程、展店、服務、人員培訓與易付卡、國際電話、寬頻…等產品相關業務。

袁興先生自2001年7月加入遠傳電信,曾擔任行銷、通路管理等重要職務,2003年擔任客戶服務中心副總經理時,帶領團隊不斷推動服務品質提升,且拿下全台第一家通過ISO認證及SGS國際認證的電信公司(為亞洲第一張通訊業SGS服務驗證證書)。

2010年擔任直營門市通路處副總經理時,帶領團隊陸續達成重要目標,新增用戶數於2010年重回市場第一、持續提升客戶服務並二度榮獲SGS國際服務認證的肯定、直營門市榮獲 TCFA傑出店長服務優良獎、 至2012拓展直營門市服務達到233家,成功拓展直營門市店數快速成長3倍、持續推動新一代的門市服務。

2013年起,帶領直營門市通路團隊創造差異化的服務,一舉榮獲工商時報服務大評鑒首獎、壹週刊服務大獎(行動電話&固網通訊類第一名)、遠見雜誌傑出服務獎(第一線服務品質大調查),取得三冠王頭銜。 直至今年,已連續4年榮獲工商時報服務業大評鑒金獎、三度蟬聯壹週刊服務大獎,持續九次通過SGS


Troy Barnes先生,首席顧客體驗主管

 

 友邦保險


演講題目: 友邦保險的顧客體驗管理策略

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.

 


陳斌先生高级课程总监/学院首席讲师


 
香港大學專業進修教育學院
 
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.”


劉秋妮女士,運營總監

Teleperformance China

劉秋妮女士為香港理工大學MBA, 南京大學法學碩士,經過COPC, PMP, CFP訓練,現為CFP/PMP/COPC註冊協調員。

在呼叫中心行業超過15年的運營管理經驗,主要是在中國大陸國內國 有商業銀行從事呼入客戶服務、外呼行銷、貴賓專線、郵購專線等的管理工作。進入BPO行業兩年時間。

 


張倩僖女士總經理


雷格斯商務服務(深圳)公司

 

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.

Daisy Lam女士會長

商業風險評估專業協會

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.


占學文先生,亞太區顧客服務和支持經理

美國能量回收公司
 


 

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