APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2014

APCSC Summit 2008
 
  2014亞太峰會
  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
  國際認可培訓課程
  研討會
  優質顧客服務標準(CSQS)
  亞太傑出顧客關係服務獎(CRE Awards)
  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:社交影響、顧客關係管理及顧客感知的力量

Charles Mok is the Legislative Councilor, representing the Information Technology functional constituency, of the Hong Kong SAR Government.  He is the Chairman of the Professional Commons, a cross-sector professional public policy think tank.  He was also the Founding Chair of the Internet Society Hong Kong, Honorary President of the Hong Kong Information Technology Federation, Past Chair of the Hong Kong Internet Service Providers Association.

Mr Mok is a director of CE Dongli Technology Co. Ltd. and XInnet Technology Information Co. Ltd.  Previously, Charles was the Deputy Managing Director and a co-founder of HKNet Company Limited, one of Hong Kong’s earliest Internet service providers, which was acquired by NTT Communications of Japan in 1999.

Mr Mok is a member of the Consultation Panel of the West Kowloon Cultural District Authority and CreateSmart Initiative Vetting Committee. Previously, Charles was a part-time member of the Central Policy Unit, and a member of the 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 was elected as a member of the First (1998), Second (2000), Third (2006) and Fourth (2011) Election Committees in the IT Subsector.

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


苗樂文先生

海洋公園行政總裁


演講題目:服務領袖 - 創新與授權


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:學習HDI聯絡中心的基準報告

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:The Evolution from Customer Service to Customer Engagement

 

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:Public Service Innovation and CSR towards Customer Relationship Excellence

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。


Jaiporn Srisakul女士

Advanced Contact Center Co., Ltd.行政總裁

演講題目:Serenade Customer Relationship Experience Management, Innovation and Multi-Channel Premier Services


 

喬立元先生

聯想服務營運總監

演講題目: Customer-centric oriented Customer Service Knowledge Management Center

 

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