演讲题目：大数据 新科技A.I. 加速共享和体验经济
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。
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 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
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
Mukesh holds an MBA with specialization in Marketing and
Finance, and is an avid sports enthusiast of soccer and
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
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 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
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
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.
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