APCSC Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2017

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APCSC Summit 2008
2017会演讲嘉宾

English | 繁體

2017峰会演讲嘉宾

朱刚岑先生,主席
 
亚太顾客服务协会

演讲题目:成功敬业度创新加强杰出顾客关系服务领导力和忠诚度

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。


Michelle Shiers女士,首席顾客服务官

Telstra International Limited

演讲题目:克服亚洲服务文化

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先生顾客体验主管


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.


郑毓文先生财务总监


敦豪国际速递(香港)有限公司

演讲题目:可持续国际服务战略及领导力

 

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.


陈顺同先生,客户供电服务组高级经理

 

香港电灯有限公司


演讲题目:公共服务创新及企业社会责任达致杰出顾客关系服务

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.


Mukesh Pilania先生,顾客体验总监

 

AXA安盛亚洲


演讲题目: 透过数字化和数据赋予更佳的顾客体验

 

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.


贺静女士,消费和中小企业在线服务高級经理


联想服务

演讲题目: 实践与创新推动企业互联网+发展及整合--联想小新特色服务实践分享

 

贺静女士,学生经营SPM,15年毕业加入联想服务,作为产品经理,设计了高端和学生人群专区。后期作为学生细分经营SPM,通过视频服务、直播互动和拾库公开课,为学生人群经营和服务的思路积累了经验。

 


Clement Lo先生 ,首席信息科技总监

BCT银联集团

演讲题目: 利用大数据平台提升客户体验的最佳守则

卢志鹏先生于200210月加入BCT。他在金融服务及电信行业内拥有超过25年信息科技方面的经验。他曾工作于多家国际公司,包括澳洲Optus及马来西亚的电信公司,并取得国际信息科技标准及最佳守则的经验。卢先生拥有澳洲麦觉理大学的计算机学学士学位及经济学学士学位,亦为麦觉理管理研究所的管理硕士及工商管理硕士。

 

 


Robert Elliott先生,行政总裁 & 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.


赵黎女士,行政总裁

 

盛世瑞智国际文化传媒集团

 

演讲题目:零损耗转化百万精准客户法则

 

赵黎女士 为中国第一本微信书籍《玩转微信实用攻略》作者,还出版了《马化腾-我的互联网思维》、《转型-企业极速变革引爆万亿市场》等著作。现为清华大学商业模式课题特聘导师、北京大学青年创业特聘导师、马赛学院商业模式特聘导师、中山大学百位名人演讲嘉宾、长江商学院总裁论坛演讲嘉宾、2011年博鳌亚洲年度经济人物。 

 

赵黎女士 从业经历横跨艺术、媒体、管理、投资,对互联网时代下的战略、商业模式、品牌、创意、营销、用户体验、敏捷组织再造有深度研究,曾在相关领域助力以下企业获得佳绩:特斯拉中国、法拉利中国、万科集团、华润集团、宝能集团、京基集团、香港海港城、迪奥、SKll等。

 


国富先生,首席顾问

 

Nuance Communications


演讲题目:保障未来——全媒体顾客服务时代的生物识别技术

 

Sasha has been working for Nuance since 2012, helping our clients to develop customer service and fraud prevention solutions using applied speech recognition, voice biometrics and artificial intelligence technologies. Sasha has extensive experience in enterprise solutions across financial and government domains, with a strong focus on applied natural language technologies and expert systems.  

 

Sasha works from our Beijing office, where he supports Nuance’s regional customers and partners, primarily in the financial services industry, working closely with customers to help them apply Nuance’s world-leading technologies to their business processes. 

 

Nuance's goal is to be able to automate almost all customer interactions in a way that is preferred by customers. Leveraging the latest technologies in Natural Language Processing, Autonomous Machine Learning, Human Assisted Learning, Knowledge, Recommendation and Prediction, Nuance's team works in close cooperation with definitional customers to create the future of A.I. within the enterprise.


王岩先生,海外服务总监

海尔海外电器产业有限公司

演讲题目:互联网时代下的服务模式创新

• 学历:MBA(中国海洋大学)
• 经验:从事质量管理7年,海外服务管理6年
• 职称:质量工程师
• 证书:六西格玛BB
 

 


袁兴先生,个人用户业务暨营销事业群通路管理暨汇流产品处副总经理

远传电信股份有限公司

演讲题目:服务创新

美国纽约大学毕业,主修财务分析及信息管理 善于营运规划管理、业务及营销管理、Call Center之营运管理、新事业发展规划,并熟悉财务、会计、训练等公司之 营运事务。

袁兴(Samuel Yuan)先生于2015年起担任通路管理暨汇流产品处副总经理,负责通路系统流程、展店、服务、人员培训与易付卡、国际电话、宽带…等产品相关业务。

袁兴先生自2001年7月加入远传电信,曾担任营销、通路管理等重要职务,2003年担任客户服务中心副总经理时,带领团队不断推动服务质量提升,且拿下全台第一家通过ISO认证及SGS国际认证的电信公司(为亚洲第一张通讯业SGS服务验证证书)。

2010年担任直营门市通路处副总经理时,带领团队陆续达成重要目标,新增用户数于2010年重回市场第一、持续提升客户服务并二度荣获SGS国际服务认证的肯定、直营门市荣获 TCFA杰出店长服务优良奖、 至2012拓展直营门市服务达到233家,成功拓展直营门市店数快速成长3倍、持续推动新一代的门市服务。

2013年起,带领直营门市通路团队创造差异化的服务,一举荣获工商时报服务大评鉴首奖、壹周刊服务大奖(行动电话&固网通讯类第一名)、远见杂志杰出服务奖(第一线服务质量大调查),取得三冠王头衔。 直至今年,已连续4年荣获工商时报服务业大评鉴金奖、三度蝉联壹周刊服务大奖,持续九次通过SGS


Troy Barnes先生, 首席顾客体验

友邦保险

演讲题目: 友邦保险的顾客体验管理策略

Troy Barnes is Chief Customer Experience Officer, 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.

 


陈斌先生,高级课程总监/学院首席讲师


香港大学专业进修教育学院
 
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.”


刘秋妮女士运营总监

Teleperformance China

刘秋妮女士为香港理工大学MBA, 南京大学法学硕士。经过COPC,PMP,CFP训练,现为CFP/PMP/COPC注册协调员。

在呼叫中心行业超过15年的运营管理经验,主要是在中国大陆国内国 有商业银行从事呼入客户服务、外呼营销、贵宾专线、邮购专线等的管理工作。进入BPO行业两年时间。
 

 


张倩僖女士总经理


雷格斯商务服务(深圳)公司

 

Maggie Zhang has more than 15 years professional experiences with 9 years with her current employer, Regus, the world’s largest provider of serviced offices.

 

She is the Coaching General Manager of Regus Shenzhen. Besides running 3 successful business centres in Shenzhen, Maggie’s responsibilities are always focused on sales and customer services. She trains effective team who maintain good customer relationships.

 

Maggie spent about 5 years of her career life exploring opportunities in various industries such as commercial real estate, finance, architecture and carbon trading. Maggie speaks Mandarin, English and Cantonese. She holds an MBA degree from University of San Francisco.


Daisy Lam女士, 会长

商业风险评估专业协会

Global EMBA (CUHK), BGS, CPM, CSN, CST, CCC, FCRP (ICRM), MCM (WMO), FHKIoD, ICRM, LSCM, AHKIArb, Accredited Professional Mediator, Accredited Mediation Assessor, Recognition of Prior Learning (RPL) Assessor, Estate Agent, ISO Technical committee: Security and Resilience, Risk and Quality management.

Daisy has a diverse background that includes experience in the private sector, education, and business. She received her Bachelor (Hon) Degree of Business Administration in US, Global EMBA Degree at The Chinese University of Hong Kong, obtained Dean’s List award, and was invited by the Beta Gamma Sigma (BGS) International Honor Society as Life Member. She is currently a Vice President Committee of The Chinese University of HK OneMBA alumni Asia, Vice President at The Chinese University of HK Golf day, Vice Chairlady at China-HK Executive Women Golf Association, and Executive Vice President of Hong Kong Lin Chamber of Commerce.
.
She is certified professional mediator in Hong Kong, Shenzhen, and Europe. She has been a lecturer, external course examiner, and mentor at different universities in Hong Kong.. Daisy has been the recipient of multiple management and enjoys her time as a mediator, lecturer, and business entrepreneur. She is Retail Assessor in Recognition of Prior Learning (RPL) Qualifications Framework (QF). Property agent and consultant. ISO Technical committee: Security and Resilience, Risk and Quality management. Her publication on mediation, and risk management has appeared in several academic journals and in a variety of popular such as recruit in Hong Kong, CUHK Alumni News Magazine, and Golf Magazines.

She also holds key executive management positions in a number of professional organizations and non-governmental organizations, giving emphasis to her concern for business and management and related professional issues as well as accreditation, certification, and development. In addition, she is CEO and President of Vision Education Group Limited, Vision Property Consulting Group Limited, V Moda International Limited, V Innovation Limited and Giftmart (Asia) Company. She is a regular advisor and keynote speaker at various multinationals in the areas of business management and management of change.


占学文先生, 亚太区顾客服务和支持经理

美国能量回收公司

 


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