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
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  有關亞太顧客服務協會
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2017峯會演講嘉賓

English | 简体

2017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:成功敬業度創新加強傑出顧客關係服務領導力和忠誠度

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。


Ms. Michelle Shiers, 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:日本支援行業的趨勢及期望

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.


Troy Barnes先生, 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 Head of Customer Experience, 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.


王珺盈小姐全國客户服務副總裁

 

中外運-敦豪國際航空快件有限公司

 

演講題目:傑出顧客關係服務領導力及服務創新 - 提供超越顧客期望的卓越服務

Wang Jun-Ying (Gwen Wang), who joined DHL-Sinotrans JV early in 1996 and was successively appointed as Key Account Team Leader, Key Account Supervisor, Key Account Support Manager in North Area Customer Service Department and National Contact Centre Manager and National Customer Service Director in National Customer Service Department. Currently act as Customer Service Vice President in charge of operational management and development in China Region customer service centers of over 500 seats.


Sudesh Thevasenabathy先生 ,顧客體驗主管

安盛香港

演講題目:以客為中心的文化 - 推動從內到外的改變

 

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工程司

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達致傑出顧客關係服

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.


陳斌先生管道推廣總主管
 
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.”


Se

羅劍青小姐,營運戰略及服務管理部總監

 

友邦中國區
 

演講題目:進入AIA聯絡中心

 

 

 


Mukesh Pilania先生橫向顧客體驗主管

 

安盛香港


演講題目:透過傑出創新提升顧客體驗


劉峰先生

聯想服務中國區個人及家庭用户服務管理事業部交付總監


演講題目:用户點評機制在聯想服務中的深化應用

任職經歷: 04-16財年,先後任聯想CCC 消費筆記本線上服務負責人,OSD Lenovo業務運營負責人,現任OSD 3C產品線上服務負責人 帶領團隊超過450 團隊分佈北京、無錫、合肥三地 ThinkLenovo用戶提供微信、Chat、電話及網站等多種服務

 


 

Clement Lo先生, 首席信息官

銀聯金融有限公司


演講題目: 服務行業的CRM、顧客體驗、滿意及忠誠大數據平台最佳實踐

 


 

Mr. Subir Chandra, Senior VP- T&O-COO office

星展銀行

演講題目:銀行業傑出顧客關係服務領袖及服務創新


 

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