APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2018

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APCSC Summit 2008
2018会演讲嘉宾

English | 繁體

朱刚岑先生,主席
 
亚太顾客服务协会

演讲题目:大数据 新科技A.I. 加速共享和体验经济

朱先生为亚太顾客服务协会创办人及主席,朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准,以新的概念进行了一系列的顾客服务研究,包括亚太区客服中心及顾客关系管理基准调查,顾客满意度及期望的研究,以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。

朱先生是客服管理产业的先驱,多年来与美国、澳洲、中国及其它国际顾客服务相关组织,推动建立全面国际认证课程,以推动客服中心及顾客服务业内从业人士的专业资格及发展,包括顾客关系管理总监证书课程,客服中心资深经理证书课程,客服中心专业人员证书课程等。

毕业于美国加州柏克莱大学(University of California, Berkeley)工业工程及营运研究系学士及硕士,朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师,经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。


山下辰巳先生,行政总裁

Help Desk Institute

演讲题目:顾客体验管理趋势和呼叫中心基准

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先生顾客 关顾管理总监


安盛香港

演讲题目:对比顾客服务和顾客体验

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.


Mukesh Pilania先生行政总裁 及总经理

 

Yantrik


演讲题目:
以数码及数据支持全媒体转型之旅成功战略

 

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.


Robert Elliott先生,行政总裁 及总经理


柬埔寨宏利保险公司

演讲题目:在柬埔寨打造杰出企业社会责任及顾客参与

 

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.


Giovanni Traverso先生服务标准及行业发展首席企业建筑官

华为技朮有限公司

演讲题目:电讯业杰出顾客关系服务领袖及服务创新

 

Giovanni Traverso is Doctor in Electronics Engineering (cum laude, from Polytechnic of Milan, Italy) and senior business transformation expert with almost 30 years of experience in Telco industry.


He led many business transformations - from strategy to execution - and operational excellence turnarounds in various roles such as Business Unit VP/GM as well as senior consultant.


He joined Huawei in 2010, where he founded the Business Architecture practice. There, he served internal transformations (at Business Process & IT dept.) and is now supporting major Telco customers in their digital transformation (at Global Technical Services dept.), with special focus on big data solutions for smart-care and omni-channel.


He published and presented several works – at the Business Architecture Guild/Object Management Group, The Open Group and TM Forum) – sharing best practices and methodology to lead holistic transformations and leverage technology innovation from business perspective. He holds certifications in Business Architecture, Risk management and Security Architecture.


米辉波先生互联网客户中心专业委员会秘书长及国际及中国杰出顾客关系服务奖评审


中国国际投资促进会

 

呼叫中心及服务外包研究院 院长
奥鹏教育 高级顾问
亚太呼叫联盟(APCCAL)的发起人
COP – IAOP机构认证服务外包专业 人士
AT&T College of Call Center Excellence 的认证培训师

长期从事呼叫中心、客户关系管理及高科技企业的高层管理工作,曾负责专业呼叫中心外包公司在中国的设立、组建和运营,具有丰富的客户服务运营管理经验,丰富的中外管理和专业咨询经验, 活跃于亚太市场,业界知名专家。


李书涛先生,客户服务管理部总经理

深圳市燃气集团股份有限公司

李书涛先生为香港理工大学工商管理硕士,现任深圳市燃气集团股份有限公司客户服务管理部总经理。

李书涛先生负责深圳燃气服务运营的统筹管理,组织开展了深圳燃气客户服务体系的规划与建设,搭建起深圳燃气新的服务管理体系,参与打造智慧燃气服务平台,针对客户需求开展流程优化,积极打造标准化、规范化、智慧化、专业化的城市燃气服务模式。

 


江龑先生,信息中心IT技术副经理

 

深圳燃气集团有限公司

 

江龑先生现任深圳市燃气集团股份有限公司信息中心IT技术副经理。

 

他负责管道气客户服务互联网业务有关的信息系统规划与实施工作,先后成功打造“深圳燃气”微信公众号、“深圳燃气”支付宝服务窗及缴费平台、“深圳燃气”管道气网上营业厅等客户服务互联网平台,积极探索智能时代下传统城市燃气企业依托大数据、新科技、智能化应用,创新客户体验。

 

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