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

APCSC Summit 2008
  亞太傑出顧客關係服務獎(CRE Awards)

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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。











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.


本Help Desk Institute行政總裁


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





Appointed to the role of Chief Executive Officer of AIA Malaysia on 26 December 2012, Bill has led the large-scale and highly complex integration of AIA and ING’s insurance operations resulting in a single licence and brand for the new enlarged entity AIA Bhd., a leading life insurer in Malaysia with total assets worth RM40 billion. His key areas of focus apart from the integration include growing and strengthening the company’s three main business lines comprising tied agency, partnership
distribution and corporate solutions as well as overseeing the growth and development of AIA’s Takaful business in Malaysia.
Bill has extensive knowledge of the insurance industry, having spent the last 25 years holding a variety of senior positions including Managing Director, South Asia for Aviva as well as Chief Executive Officer of Prudential Malaysia and Prudential Korea. He joined AIA in January 2011 as Group Chief Distribution Officer and played a key role in developing and driving the Group’s Premier Agency and partnership distribution strategies, working closely with the Regional Chief Executives and the Country Chief Executive Officers and their teams in the 16 markets in which AIA has a presence.



演講題目:以客為本 延展關愛

Rosa Ho is the Customer Services Controller of HK Electric Co., Ltd. She oversees the Customer Centre and Call Centre operation for serving 570,000 customers. The operation covers customer enquiries and requests on customer accounts matters. In addition to her over 15 years experience in leading the team in delivering excellent services to customers, she has substantial experience in implementing various system and service enhancement projects, including revamp of customer information system, various Call Centre related systems, smartphone Apps, SMS enquiry services and caring services for the minority. Rosa also works on customer communication and develops diversified customer engagement programmes to succeed and achieve service excellence.




Gerard Prendergast is Professor of Marketing, Head of Department, and Associate Dean in the School of Business, Hong Kong Baptist University. He previously held faculty positions in a variety of countries, having taught Bachelor, Master and Doctoral programs in New Zealand, Singapore, the UK, Hong Kong, Mainland China, Africa and the Middle East. His research focuses on marketing communications and he has published in journals such as the Journal of Advertising, Journal of Advertising Research, Psychology & Marketing, International Journal of Advertising, Personality and Individual Differences, Public Relations Review and the European Journal of Marketing. He is Associate Editor of the International Journal of Advertising, and is on the editorial boards of several leading journals. In has received awards from the Journal of Advertising, International Journal of Advertising, Marketing Intelligence and Planning, the American Academy of Advertising and Emerald Literati. The Journal of Advertising ranks him 13th in the world in terms of advertising research productivity.

Malou Caluza女士

QNet Ltd.首席市場官

演講題目: 糅合多渠道、應用程式及社交媒體整合推動全球電子商貿


Ms. Malou Caluza has been in the Customer Service industry for more than 20 fruitful years. At present, she is one of QNET’s key top management people who focuses and works hard in effectively combining deep commitment to charitable pursuits and high-octane sports sponsorships, winning internal and external customer engagement, and the marketing and sales of quality lifestyle products and services. To also further testify her passion and commitment to the Customer Service industry, her latest achievements include:

  • APCSC CRM Director of the Year Award, Hong Kong
  • APCSC Global Support Services of the Year, Hong Kong
  • APCSC Integrated Support Team of the Year, Hong Kong
  • APCSC Best Use of Knowledge Management, Hong Kong
  • Contact Center World Best Contact Center (In-House) , Asia Pacific Category, Singapore
  • Contact Center World Best Contact Center Executive in the Asia Pacific category, Singapore
  • Contact Center World Best Contact Center (In-House) , World Category, Las Vegas Nevada USA
  • Contact Center World Best Executive in the World category, Las Vegas Nevada USA.

Malou’s signature has always been one of her favorite priceless possessions. She believes that it is a reflection of her hard work, personality and convictions.  Her personal signature always follows the inspiring closing, “In service”. This explains her winning success formula.



演講題目:傑出顧客關係服務領袖領導力及服務創新 - 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 in National Customer Service Department. Currently act as National Customer Service Director in charge of operational management and development in three customer service centers of over 500 seats.



演講題目: 2015科技趨勢

Social, Mobility, Analytics, Cloud (SMAC) and increasingly the Internet of Things (IoT) have become driving forces behind rapid evolution of digital businesses. Dr. Lawrence Wong will highlight the latest research findings published by Accenture on five emerging technology trends and explain how they affect our business world.

1. 为我互联: 商业高度定制化。
2. 成果经济: 硬件缔造实际成果。
3. 平台革命: 新生态、新产业。
4. 智慧企业: 超大数据、智能系统
5. 员工再造: 人与机器无间合作。

王志荣博士拥有近30年在全球顶尖咨询公司及综合性大型企业的工作经历, 他在信息技术、客户关系管理、人力资源、财务、供应链管理等领域都有丰富的实战经验。王博士曾任职埃森哲管理咨询公司, 担任数据服务部大中华区董事总经理, 并在四年间成功组建及管理一支超过170人的全球管理咨询团队, 致力于数据分析、供应链管理、业务流程管理和变革管理等咨询业务,在此期间他不仅为公司创造了卓越的绩效,并成功培养一群企业专才转型为咨询管理顾问,且团队敬业度指标大幅超越全球平均值。
王博士亦曾在电讯盈科、毕马威咨询、和记电讯等国际知名企业担任副总裁、助理总监和高级经理,在ERP、CRM和数据分析(Analytics)应用方面成就卓著, 亦曾成功领导专家小组实施多个国内重大的ERP/CRM项目。当中成功协助电讯盈科从企业IT部门, 成功转型为咨询及系统集成公司, 雄霸在中国电信市场的ERP实施项目,在合同总额达5亿的多个全国性ERP项目, 任实施方案总设计师和交流组组长, 是各ERP项目中的灵魂人物。王博士是一位能够应用新兴技术及管理理论帮助企业管理者的专家, 通过梳理业务流程、加强内部管控、提高运营效能来优化整体业务运营。王博士经常在国内就业务流程重整及IT应用演讲,对如何利用先进资讯科技和现代化管理方法以改善营运效率,有广泛的实战经验。他能结合电信行业、资讯科技及IP的专业知识,给客户提供综合IT&T服务以强化运营效率及拓展崭新商机,协助不同行业之企业及机构进行信息化转型。



演講題目: 金融服務業中達致傑出顧客關係及體驗策略


Michael Fong is based in Hong Kong and responsible for driving the Customer Experience efforts in the region and the Customer Services function in Hong Kong. Michael joined Fidelity in November 2007 and held various roles within the business and operations.

Prior to joining Fidelity he served as the Head of Retail for E*Trade Financial in Asia, where he was responsible for building and expanding the retail business. In addition, Michael has also worked at CITIC Ka Wah Bank in Hong Kong and the TD Bank Financial Group in Canada, Hong Kong and Singapore. He has over 18 years of experience in the financial industry where he has gained extensive experiences across various functions including operations, business analysis and client relations.

Michael holds a Bachelor’s degree in Actuarial and Management Science from the University of Manitoba, Canada and an Executive MBA degree from the Richard Ivey School of Business, Western University, Canada.







演講題目: 網上分析及數碼推廣

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