Game Changers: AI & Omni-Channel New Experience Economy
Game Changers: AI & Omni-Channel New Experience Economy
14th January, 2020
2:00pm - 5:00pm
Chen Kuan Cheng Forum (LTH), The Hong Kong University of Science and Technology, Clear Water Bay, Kowloon, Hong Kong
FREE of Charge with online registration, or HKD$220 non-member at the door
Speakers & Panelists
Other Speakers and Panelists will be confirmed soon
Jason Chu Chairman, APCSC, CRE Awards Panel of Judge
Topic : Game Changers: AI & Omni-Channel New Experience
Economy Leaders and Design Thinking
Speaker Profile - Jason Chu
Chairman, APCSC, CRE Awards Panel of Judge
Mr. Jason Chu is the Founding Chairman of Asia Pacific Customer Service Consortium (APCSC), the judging panel and organizing committee of the Customer Relationship Excellence Awards (CRE Awards).
Mr. Chu collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC and HKCSC, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for service organizations. APCSC also jointly launch the HK Customer Relationship Excellence (CRE) Index Research Consortium (The Consortium) Program with The Hong Kong University of Science and Technology to develop a big data platform to assess the customer relationship, experience, satisfaction and loyalty of Hong Kong companies. The Program is also supported by Hong Kong Government's Hong Kong Innovation and Technology Fund (ITF) to enhance the value, productivity and competitiveness of Hong Kong's economic activities. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, Best-in-Class (BIC) CRM Contact Center Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, Australia and the United States.
Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professional qualification and career development for the customer service industry, i.e., the Certificate in Customer Service Management (CCSM), Certificate in Service Excellence Leadership (CSEL) and Certificate in Professional Customer Service (CPCS) approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government reimbursement scheme.
Mr. Chu received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is a speaker of high demand at int’l conferences, expo, and executive workshops on developing customer centric organizations and building Customer Relationship Excellence and customer loyalty ecosystem.
Prof. Fugee Tsung Department of Industrial Engineering and Decision Analytics, HKUST
Topic : The Big-Data Driven Customer Satisfaction Index with Sentiment Analysis and Data Fusion
Speaker Profile - Prof. Fugee Tsung
Prof. Fugee Tsung
Department of Industrial Engineering and Decision Analytics, HKUST
PhD, University of Michigan
Professor of Department of Industrial Engineering and Decision Analytics
Departmental Research Area
Data Analytics, Design & Manufacturing
Individual Research Interest
Quality Engineering and Management; Statistical Process Control (SPC), Monitoring, and Diagnosis; Design of Experiments (DOE) and Taguchi methods; Six Sigma Implementation; Statistical Data Mining and Knowledge Discovery.
Prof Tsung is Professor of the Department of Industrial Engineering and Decision Analytics (IEDA) at the Hong Kong University of Science and Technology (HKUST). He received both his PhD and MSc in industrial and operations engineering from the University of Michigan, Ann Arbor, and his BSc in mechanical engineering from National Taiwan University. He worked for Ford Motor Company as a Quality Engineer and Rockwell International R&D as a Research Engineer, and did his post-doctoral research with Chrysler Corporation. During his tenure at HKUST, he has achieved a very impressive academic record and strong international reputation.
Prof Tsung has a proven record for academic leadership. He is the Regional Vice President (Asia) of Institute of Industrial Engineers (IIE) since 2008, and the Chair of the Service Science Section, INFORMS, where he was the Founding Vice Chair in 2007. He was the Chair of the Quality, Statistics, and Reliability (QSR) Section, INFORMS, in 2004.
Prof Tsung is also an excellent teacher. He has made great efforts to establish a Quality Research Laboratory for IEDA's courses, and is the recipient of the 2001 "Teaching Excellence Appreciation" Award in the School of Engineering. He teaches university courses in Quality Engineering, Design and Analysis of Engineering Experiments, Six Sigma, and Total Quality Management. He has provided consulting services to a variety of organizations, such as Philips LCD, ASTEC, ASAT, , NXP, TPO, TechTronic Industries, Nortel Networks, China Mobile, New World Telecom, and International Bank of Asia. He is the first American Society for Quality (ASQ) Certified Six Sigma Black Belt in Greater China, and also an ASQ Authorized Six Sigma Master Black Belt Trainer.
In addition, Prof Tsung has a strong research record in the area of quality engineering and management. He has been elected Fellow of the American Society for Quality (ASQ) for his significant contributions to quality, becoming one of only four ASQ Fellows in the Greater China Region. He received the Best Paper Award for the IIE Transactions, Institute of Industrial Engineers (IIE) two times, in 2004 and 2009, respectively. He has acted as principal and co-principal investigator on 18 funded research by the Research Grant Council (RGC). He has been invited to provide 40+ invited lectures/seminars at different academic institutions and international conferences, and has served or is serving editorial positions for 14 internationally respected journals. He is the Associate Editor of Naval Research Logistics, and the Associate Editor of Technometrics, ASQ, and Department Editor of IIE Transactions. He is also on the editorial boards for Journal of Quality Technology (JQT), Quality and Reliability Engineering International (QREI), the International Journal of Reliability, Quality and Safety Engineering (IJRQSE), among others. He has authored over 80 refereed journal and proceeding publications in Technometrics, Management Science, Journal of Quality Technology (JQT), IIE Transactions, IEEE Transactions, Journal of the American Statistical Association (JASA), Annals of Statistics, Annals of Operations Research, etc. He has successfully directed and been directing 8 PhD theses and 12 Master theses in a variety of industrial engineering related topics.