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朱剛岑先生
亞太顧客服務協會主席
Topic: Building the Foundation for a Service Brand
Company: Learning from the Winners!
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。 |
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Mr Tatsumi Yamashita, CEO,
HDI-Japan(Help Desk Institute Japan)
Topic: Ask
Your Customer How to Improve Your Service Center
Tatsumi Yamashita has 20 years support industry
experience 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 could be applied
toward the advancement of Japanese support environments.
He finally 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. |
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Mr. Ansson Chan,
Regional Vice President,
Call Center Operations, American International Group,
Inc
Topic:
Measuring Call Centers of 21st Century in Business
Focused Perspectives
Mr. Chan joined AIG in 1998 and is now the Regional Vice
President in the Call Center Operations. Prior to
joinging AIG, he was the Head of Call Center Operations
of Hong Kong Telecom, Customer Service Manager of
Chevalier (Telepoint) Ltd and Productivity Consultant of
Alexander Proudfoot Group. Mr. Chan received his Degree
of Bachelor of Social Science from The Chinese
University of Hong Kong. He is also a Fellow of Life
Management Institute (FLMI) and Associate of Customer
Service (ACS). |
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Mr. Victor MOK,
Senior Vice President (Greater China)
DHL Global Forwarding
Topic: Knowing Your Customer: Identifying and Responding
to Customer Needs Ahead of Competition
Victor Mok is the Head of Greater China Region, DHL
Global Forwarding, responsible for the management and
development of its operations in Mainland China, Hong
Kong, and Taiwan.
Mr Mok has had over 20 years of experience in the
aviation, freight forwarding and logistics industries.
He had been working in Cathay Pacific Airways for 9
years before joining Expeditors International as
Director, International Sales for Central Pacific
Region. Mr Mok subsequently joined Exel (DHL) in 1997,
and was appointed to his current position in January
2006.
Mr Mok was the Chairman of the Hong Kong Association of
Freight Forwarding and Logistics Limited (HAFFA) between
2002 -2005, and was appointed as official member of the
Hong Kong Logistics Development Council, HKSAR
Government between 2003 –2005.
Mr Mok is a Chartered Fellow member of the Chartered
Institute of Logistics and Transport and was elected as
the Vice President of the Institute between 2004 and
2005. He is currently appointed by the HK Government as
a member of Hong Kong Committee for Pacific Economic
Cooperation.
Mr Mok holds a Bachelor Degree in Economics & Business
Management and a Master Degree in Transport Studies from
University of Hong Kong. He also obtained his MBA from
Richard Ivey School of Business, University of Western
Ontario, Canada. |
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Mr. WF Yuk,
Assistant Director, Efficiency Unit, HKSAR Government
Topic:
Promoting Regulatory Efficiency Through Service
Excellency
Mr.
Yuk joined the Hong Kong Government in 1978 and is now
an Assistant Director in the Efficiency Unit. He has
been involved in many initiatives aiming to improve the
delivery of public services. He has been the key member
in the development and implementation of the Hongkong
Post Public Key Infrastructure and the '1823' Citizen
Easy Link of the Efficiency Unit. He is currently
driving the Electronic Record Keeping System Pilot
Project and the “Be the Smart Regulator” Programme. |
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Mr. Kapil Sharma, Head -
Group Service Delivery Management
Dialog Telekom PLC
Topic: Customer Driven Service Standard with Customer
Knowledge Management
Kapil joined Dialog
Telekom Group in December 2007 as Head of Group Service
Delivery and Front‐Line Customer Services after
completing over 9 years of service domain experience
from India. He has worked extensively on assignments in
Contact Centre and Service Delivery for
Telecommunication companies like Tata Indicom & Idea
Cellular ltd. He has been responsible for overseeing the
set up & management of end to end service delivery
activities from Customer Care to Complaint Management
through start up, migration and outsourcing stages.
Revenue Generation through Service Delivery channels has
been one of his key accomplishments within telecom
Service domain. He has also led BPO operations for I
Call US as Manager Business Development & Finance with
responsibility of managing profitability for a centre
having an entire portfolio of Outsourcing Clients from
US, UK & Germany.
Kapil is a post graduate in Finance & Marketing from The
Institute of Management and Technology in Ghaziabad,
India. |
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崔耕博士
香港嶺南大學市場與國際企業學系教授
Topic: Data Mining for Optimizing
and Improving CRM: Implications for China Consumer
Market
崔耕博士, 現任香港嶺南大學市場與國際企業學系教授,在2000年加盟香港嶺南大學前,
他任教於美國兩所大學。崔耕曾求學於北京大學(學士), 美國康奈爾大學(碩士),及康乃狄克州立大學(博士)。
他的研究課題包括中國消費市場及營銷策略,外商直接投資的策略與業績,及數據采據與優化在營銷上的應用。
他的研究成果曾發表在許多同行審評的國際學術刊物,其中包括管理科學,國際商學學報, 及國際營銷學報。
他曾為數家本地及海外機構提供有關中國商業及市場策略的顧問服務。 |
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Mr. Tom Mehrmann, Chief Exective
Ocean Park Hong Kong
Topic: Adapting to a Dynamic and
Competitive Global Environment
Tom
Mehrmann is the Chief Executive of Ocean Park
Corporation, Hong Kong’s sea-life and animal theme park
hosting over 4 million visitors annually.
Mr Mehrmann
started his career in the theme park industry at Knott’s
Berry Farm in the United States as a park service
attendant in 1977. From there, he spent the next 21
years working through the ranks eventually becoming Vice
President of Park Operations and Entertainment.
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 when the
park was taken over by Six Flags in 2000. He had the
responsibility for the design, development and
construction of the US$380 million Madrid Movie World,
which opened in April 2002 with revenues of US$71
million a year.
Since
joining Ocean Park in 2004, he has directed the
activities of the park to achieve 4 successive years of
the highest attendance, revenue and surpluses in the
company history, while leading the effort of defining
the Concept Master Plan for the future of Ocean Park.
The Concept Master Plan received government approval to
proceed in December 2005 and syndicated loan financing
of HK$5.5 billion was secured in 2006. Ground breaking
began in 2006 and the project is estimated to be
complete in 2012. Highlighting the growth and evolution
of Ocean Park under Mr. Mehrmann’s direction, Forbes.com
in 2006 named the park as one of the 10 most popular
theme parks in the world based on annual attendance of
over 5.0 million guests.
Mr.
Mehrmann is serving under the following organizations:
- Advisory Committee Member of the School of Hotel &
Tourism Management, Hong Kong Polytechnic University
- Advisory Committee Member of the Hotel & Tourism
Management, The Chinese University of Hong Kong
- Committee Member of the Hong Kong General Chamber of
Commerce, Hong Kong Coalition of Service Industries,
Travel/Tourism Committee
- Member of the Hong Kong Employer’s Federation of Hong
Kong
- Member of the American Chamber of Commerce
- Member of the Tourism Orientation Programme Advisory
Committee, Hong Kong Tourism Board
- Sector/Subject Specialist for the Hong Kong Council
for Academic Accreditation
A graduate
of California State University, Fullerton, Tom Mehrmann
holds a Bachelor of Science Degree in Psychology. He
also completed the Advanced Courses (IAAPA*) in Theme
Park Management at Cornell University, Ithaca, New York. |
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Mr. Eric Chan, Vice
President of
KMDC; General Manager of Business Development and
Planning,
Hutchison Telecom
Topic:
Applying Knowledge Management to Drive Business Results
Mr. Eric Chan obtained his Engineering
degree from University of London, UK and his MBA degree
with distinction from Manchester Business School, UK.
His dissertation was on “Strategic Marketing in the
deregulating telecommunication industry”. Chan also
completed a Senior International Executive program from
INSEAD French Business School. Chan is a chartered
marketer and a chartered engineer.
Mr. Eric Chan is currently General Manager, Business
Development and Planning of Hutchison Telecom, one of
the leading Fixed & Mobile Operator and a wholly own
subsidiary of Hutchison Whampoa Group. He oversees
Business Strategic Planning, Partnership & Alliance
development and leads a team to develop new
telecommunication products and new business streams such
as ICT solutions and other Value Added Services for the
company. Chan is a veteran in the telecommunications
industry with over twenty years of experience in
Engineering, Marketing, Product Management, Business
Development and Consultancy. Chan was instrumental in
many network service developments in Hong Kong and has
masterminded a wide range of strategic projects
including trading network and industry-wide platform.
Before joining Hutchison Telecom, Mr. Chan held various
management positions in the IT & telecom industry,
including Vice President of Data and Broadband Services,
VP of Pre-sales Consultancy and Bid Management at PCCW.
Mr. Chan is a frequent speaker at international
conferences such as Asian IT Expo, ASEAN K-Economy
Conference in Brunei, KM Asia Showcase 2002, KM
Symposium 2004, Microsoft TechEd and Broadband World
Forum in Beijing, etc.. Mr. Chan is a founding member
and current Vice Chairman of KMDC, a non-profit learned
society to promote knowledge management practice in HK.
Chan helped pioneer KM projects for a number of
companies as early as 1998, including winning the Asian
MAKE award for a fixed line operator. He is a full
member of The Institution of Engineering and Technology
(IET, former IEE), Hong Kong Institution of Engineers (HKIE)
and The Chartered Institute of Marketing. For public
services, Mr. Chan serves in the Family First
Foundation, a charity organization promoting family
values and parenting education, as executive steering
committee member. Chan also serves in a number of
Advisory Committees in Public Council and Universities. |
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Mr. So Tat-foon,
Assistant Director (Support), Office of the
Telecommunications Authority
Topic:
Regulations on Unsolicited Electronic Messages
Mr. So Tat-foon has over 20 years of experience in the
field of electronics and telecommunications. He joined
the Telecommunications Branch of the Hong Kong Post
Office in 1982. He is now the head of the Support Branch
of the Office of the Telecommunications Authority, Hong
Kong and has responsibilities for corporate and external
affairs, satellite regulations, technical standards, and
ICT development. He is also responsible for the
enforcement of Unsolicited Electronic Messages Ordinance
enacted in 2007. |
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Dr. Ler Leong Tat,
Principal Consultant, SIRIM Berhad, Malaysia
Topic:
Auditing and Enhancing Service Standard and Productivity
Dr. Ler Leong Tat is the principal consultant of
SIRIM Berhad, Malaysia. As a Principal Consultant, Dr
Ler involves in Training, Consultancy, Auditing and
Research in the areas of ISO 14001 environmental Safety
and Health management systems/ legal/regulatory
requirements, ISO 9001/TS 16949 Quality Management
Systems, Total Quality Management, Cleaner Production,
Waste Minimization, Reuse and Recycle.
Dr. Ler has over 20 years of experience in auditing,
research and consultancy. He has been working with
Quality Systems Registration Unit from 1993 to 1995
before joining SIRIM Berhad as the Group Leader /Lead
Auditor in auditing ISO quality management systems of
manufacturing and service industries. He also worked in
Standards Development Unit in 1990 as a secretary to
Industrial Standards Committee, Technical Committee and
Working Groups.
Dr. Ler is a committee member for ISO/TC 207/SC,Environmental
Management System, Environmental Auditing and
Eco-Labeling. He is also the Accreditation Assessor of
Department of Standards (DSM) for Environmental
Management System (Guide 66) and Quality Management
System (Guide 62). Dr. Ler received both PhD and MSc
from the Cranfield University, U.K. and BSc. From the
National University of Malaysia. Dr. Ler also received
the Certification in Customer Service Management from
Asia Pacific Customer Service Consortium. Dr.Ler is also
a member of Institute of Quality Assurance Malaysia,
Asian Society for Environmental Protection, Asian
Pacific Round-Table for Cleaner Production and
Treasurer, Invention and Design Society (MINDS) –
(1990-1991) |
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Mr. Eddie Ling, Manager,
Customer Support, CPCNet Hong Kong
Limited
Topic: Offering True Control and Transparency Service for
Customer Relationship Excellence |
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CRE Award Dinner Speakers
(27 June 2008) |
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Mr. Neil Stevens, Head of North Asia, S.W.I.F.T.
SCRL |
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Mr. Stephen Ho, CEO,
CPCNet Hong Kong
Limited Mr. Stephen Ho is the CEO of CPCNet
and he joined the Company in March 2002. Prior to
joining the Company, Mr. Ho held senior positions at
Cable and Wireless Systems Limited, Hongkong Telecom CSL
Limited, Hong Kong Telecom Limited and iAdvantage
Limited.
Mr. Ho carries with him more than 20 years of
extensive industry experience. He was the Project
Director for numerous important telecommunication
projects on public transportation in both Hong Kong and
Taiwan. His experience spans marketing and sales of
telecommunications products and services, logistics and
strategic purchasing management, operations and
technical management for the Hongkong Telecom
engineering support unit at the Hong Kong Kai Tak
International Airport and other Hong Kong Government
facilities. Mr. Ho also led Hongkong Telecom’s regional
market development in mainland China, Taiwan, Singapore,
Korea and Japan in the early ‘90s. He is a founder of
two Internet Data Centres, iAdvantage (1999) and Sky
Datamann (2000). Mr. Ho holds an Honor Bachelor Degree
in Electrical Engineering specializing in digital
communications from McGill University of Canada. |
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