APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2016

APCSC Summit 2008
 
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2016峯會演講嘉賓

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2016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。


國麟先生

 

立法會議員(衛生服務界), 教授,銀紫荊星章,太平紳士

演講題目:CRE Leadership & Service Innovation in Health Services Industry

 

李教授現時任職香港特別行政區立法會議員及香港公開大學護理及健康學部教授及主任。同時,他亦出任香港護士協會主席、葵涌醫院及瑪嘉烈醫院管治委員會成員、策略發展委員會委會、廉政公署審查貪污舉報諮詢委員會委員、平等機會委員會委員、房屋委員會委員及香港嶺南大學亞太老年學研究中心榮譽研究員。

李教授主要學術研究及臨床專業為衛生政策、護理界工作間暴力、基層健康服務及護理政治學;並於上述各範疇擔任研究員,教師及政策倡導者。他曾被邀請就上述事項演講授課,出版及多次於國際性會議發表研究論文。


2014-15年度參與的事務委員會:
衛生事務委員會
食物安全及環境衛生事務委員會
房屋事務委員會
政制事務委員會

2014-15年度參與的其他事務委員會:
人事編制小組委員會
工務小組委員會
中醫藥發展事宜小組委員會
醫療保障計劃小組委員會
長遠房屋策略小組委員會
2017年行政長官產生辦法方案小組委員會
《 2014年藥劑業及毒藥(修訂)條例草案》委員會
《電子健康紀錄互通系統條例草案》委員會
《 2015年人類生殖科技(修訂)條例草案》委員會


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.


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.


簡浩賢先生

香港航空航空服務總監

演講題目:香港航空服務創新及最佳實踐

 

Dr. Stanley Kan is an expert in aviation and has been working in different fields of the aviation industry for almost 20 years. In 1995, he started his career as an Airport Traffic Officer and then gradually progress into areas of Ground Services, Inflight Ops, as well as Human Resources and Administration. He has also been doing a lot of research and studies on aviation in order to contribute his knowledge for the betterment of the industry. In 2013, he held the position as Project Director, leading the transformation of Hong Kong Express Airways from a Full Service Airline to a Low Cost Carrier (LCC). Dr. Kan is currently the Director of Service Delivery Department of Hong Kong Airlines. He is also the Managing Director Hong Kong Aviation Ground Services Limited.


Dr. Kan graduated from the University of Nanjing and obtained a PhD in International Human Resources Management. His research topics also focus on government policies regarding population.


Dr. Kan actively participates in public services and holds various positions in both Macau and Hong Kong. He is the President of Macau Professional Development Association, Deputy Chairman of GuangXi Youth Commercial Association of Macao, Principle Researcher of Hong Kong Sustainable Development Research Institute, Full member of HKMA, Member of Y. Elites Association, as well as the external advisor of HKU Space aviation course.


Se

Joy Cañeba小姐

 

律賓亞洲航空行政總裁

 

演講題目: CRE Leadership & Service Innovation in Airlines Industry

 

Joy was appointed as Chief Executive Officer in 1 April 2014. A lawyer by profession with vast experience in corporate legal matters, Joy has been an advisor and counsel to AirAsia in its efforts to enter the Philippines and establish its brand and operations there. She was also instrumental in AirAsia Inc.’s acquisition of Zest Airways Inc. via strategic alliance in 2013, a partnership that paved the way for AirAsia in the Philippines to operate on a much larger scale to/from Ninoy Aquino International Airport, the Philippines’ major international gateway.


Armed with a unique combination of legal training, expertise and exposure to the Philippines corporate environment, Joy led the Philippine team along the complex and challenging regulatory environment. It was during this period in 2014 that Zest Airways successfully launched its new corporate name and fully rebranded as Philippines AirAsia in 2015, offering Filipinos more choices, better value and enhanced services across a larger network.


Joy has a degree in Communications Management from the Assumption College of Makati City, Manila, and finished her Bachelor of Laws degree from the University of Santo Tomas also of Manila. She passed the Philippine Bar Examination in 2005 and ranked among the top 20 passers. After her studies, she worked in law firm where she specialized and sealed major corporate transactions involving air transportation, business process outsourcing, mining, banking, retail, labor, taxation and renewable energy.


A passionate traveller and self-confessed shopaholic, Joy also dabbles in photography and likes spending her free time with kids doing community works.


彭國儀先生
 

電子商貿總監
 

富衛人壽保險(百慕達)有限公司

演講題目: 網上分析及數碼推廣

 

Internet veteran with 15 year experience in digital marketing; focused on search marketing, search marketplace and traffic quality in recent years. Joint FWD in early 2015 as director of eCommerce, looking after the web development and web analytics projects.


Mark Devadason先生

渣打銀行Former Group Head of Sustainability

Mark Devadason is Group Head of Sustainability, Standard Chartered Bank PLC. Based in Hong Kong, Mark is responsible for the Bank's global sustainability agenda which encompasses the Environmental and Social Risk Management function as well as all community investment, environment initiatives and volunteering activities. Over the past 3 years he has refreshed the language of Sustainability in the company and traveled extensively to engage with the wider sustainably community.

 

Mark is also a member of the Board of Standard Chartered Bank in Thailand.

 

Throughout his 30 year career at Standard Chartered Bank (UK, Australia, HK, Singapore, Japan and Thailand) he has a broad leadership experience with Wholesale Banking, Private Offshore Banking and Human Resources and was the CEO for Standard Chartered Bank in Thailand from 2008-2010 and for Japan from 2003-2007.

 

In addition to his role as Group Head of Sustainability for Standard Chartered Bank he is on the Board of Standard Chartered Thailand and effective January 2015 was appointed to the board of San Francisco based NGO BSR (Business for Social Responsibility).

 

In his role as CEO Thailand, Mark has lead his management team with deliberate focus on enhancing the franchise value of the 120 year old brand. Mark has led many strategic initiatives: including championing a stronger customer service culture and Corporate Social Responsibility initiatives. His leadership on employee engagement led to achieving the Gallup Great Workplace award in 2010.

 

During his tenure in Thailand, Mark also served as Chairman of the British Chamber of Commerce of Thailand and Second Vice Chairman of the Association of International Banks.

 

He graduated from the University of Bristol, UK, in 1985 with a Bachelors degree in Philosophy and Economics. Mark has also completed several management programs at INSEAD, Templeton and the London Business School.


陳秀荷小姐

蘇黎世保險有限公司首席醫療業務總監

Elaine Chan is the Chief Health Officer of Zurich’s General Insurance business in Hong Kong. She is responsible for managing the strategic development and performance of Zurich’s accident and health insurance business.

Ms. Chan has extensive experience in building distribution channels, partnership alliances, product development, as well as best practices in healthcare and medical insurance business for over 25 years. Prior to joining Zurich, she was with AXA as Chief Health Distribution Officer. She has also worked with numbers of key insurers including AIA, Manulife, CIGNA and BUPA, focusing mainly on employee benefits and medical insurance.

Currently, Ms. Chan is a task force member of the Food and Health Bureau’s primary care working group; a member of Consultative Group on Health Protection Scheme under Health and Medical Development Advisory Committee as well as co-opted member of Working Group on Regulation of Private Hospitals under the Steering Committee on Review of Regulation of Private Healthcare Facilities. She is also an appointed mentor of Mentorship program for School of Public Health and Primary Care of the Chinese University of Hong Kong.

She is now Deputy Chairperson of the Healthcare Reform Taskforce, committee member of Medical Insurance Association and has also been served as Chairperson of Medical Insurance Association during 2006-2009 under the Hong Kong Federation of Insurers.


 

 

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