Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Creating High ROI on Customer Business Performance with CRE Best Practices & CSQS Strategy

Mr. Jason Chu is the Founding Chairman of the Hong Kong Customer Service Consortium (HKCSC) and Asia Pacific Customer Service Consortium (APCSC). 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, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for customer service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, CRM and 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 professionalism and career development for the contact center and customer service industry, including the Certified CRM Director, Certified Contact Center Manager, and Certified Customer Service Analyst & and Auditor training curriculum and recently the Certificate in Customer Service Management approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government.

Mr. Chu received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building CRM and customer loyalty.

 Roger Yu, Partner- Management Consulting, Greater China

Accenture

Topic: Bringing Science to Selling

Roger Yu is a Partner in Accenture's Management Consulting practice in Greater China. With 15 years of experience in business consulting and strategic IT advisory, Roger has been focused on projects related to regional operating model, customer acquisition & retention, merger & acquisition, performance management, core system replacement, etc..  He has assisted many leading companies, especially financial services institutions, in Hong Kong, Taiwan and Mainland China to plan & manage business transformation programmes to become high performance businesses.

Mr. Olivier Njamfa, President & CEO

Eptica, UK

Topic: Technology and Service Innovation for Customer Relationship Excellence

Mr. Tatsumi Yamashita, CEO

HDI (Help Desk Institution)
 

Topic: Ask your customer how to improve your customer service
          -Study from 700 customer service benchmarking 'Support Center Michelin'

Presentation Outline:
For years, support quality has been measured in terms of the service center's internal KPIs. However, the real quality metrics should be determined by the customers. Following the Web Support criteria in HDI's Support Portal Best Practice and the Phone support quality and performance criteria in HDI's Customer Service Representative certification standard, HDI-Japan has researched more than 700 companies from a dozen different industries to learn what the customer has to say about the services they receive. Tatsumi will share what they have learned to date – including that quality is two times more important than performance. He will uncover improvement points that your service center can apply to increase efficiency and customer satisfaction, from the customer's point of view, rather than rely solely on internal KPI's.

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. Tatsumi is a HDI certified auditor and instructor.

Mr. Patrick S. Lee,  Managing Director

Crown Motors Limited

Topic: How to Build a System to Create Ultimate Customer Experience

Presentation Outline:

1. Listening Post Function

- Touch Point Experience Survey

- Retail Performance Tracking

- Consumer Research Information

- In-store Observation

2. Build a System to Create Ultimate Customer Experience – “PEOPLE”

- Hearbeat Survey

- Talent Development

3. Build a System to Create Ultimate Customer Experience – “PROCESS”

- “Voice of Customer” Quarterly Meeting “Voice of Customer”

- “Genchi Genbutsu” Discussion "

4. Build a System to Create Ultimate Customer Experience – “TOOLS”

- Corporate Service Culture

- “Customer 1st” is a journey without terminus

- Customer Experience

For the past three and a half years, Patrick S. Lee has been working as Managing Director for North Asia (including Hong Kong, Macau, Guam and Saipan) at Inchcape .

Inchcape plc. is a UK listed parent company for various retail motor vehicle dealerships in 26 countries, which had an annual turnover of £ 6.3billion in 2008.

Previous to this period, from April 1998 until he joined Inchcape, Mr. Lee served as Group General Manager for Sales and Marketing at Kerry Beverages Ltd as well as serving on the Board of Directors of five of their companies.

Kerry Beverages Limited is a joint venture of Kerry Holdings Limited and The Coca-Cola Company. It operates as parent company for eleven bottling companies, which constitute the second ranked Coca-Cola bottling group in China, and has had a turnover of RMB 3 billion since 2003.

Ms. Lau Ka Shi, Managing Director & CEO

Bank Consortium Trust Company Limited

Topic: Total Customer Experience and Service Excellence

Graduated from Cornell University with an MBA, Ms Lau possesses extensive banking and finance experience working with major international banks and government entities.  She is currently Chairman of Hong Kong Retirement Schemes Association and serves on various professional, statutory and advisory bodies including MPFA, SFC, HK Trustee Association, Women’s Commission and Hospital Authority.

Mr. David Huang

臺北市1999市民當家熱線　                              營運團隊總召集人
程曦資訊整合股份有限公司　                           總經理兼創辦人
行政院勞委會職訓局就業服務科技客服中心    總召集人
台灣電子商務暨勞動協會　                               榮譽理事
台灣客服協會                                                     理事

Topic: World Class City with World Class Citizen Contact Center Operation and Management

          – Taipei Citizen Hotline 1999 Case Study

學歷：國立台灣大學商學研究所畢業
      中興大學合作經濟系畢業
 

經歷：高雄第一科技大學行銷與流通系　資料庫行銷講師
      台灣第三屆經濟部中小企業榮譽指導員2001~2004年明理文教基金會獎學金評審
      ING安泰管理碩士論文獎　初評委員

專長領域：客戶關係管理( CRM )
         電腦電話整合( CTI )
         電子行銷
         企業管理、財務管理、行銷管理
         企業培訓、電子商務

Ms. Wang Jun-Ying (Gwen Wang), Customer Service Director

DHL-Sinotrans International Air Courier Ltd.

Topic: Your Staff- Key to Success of Customer Service Excellence

Wang Jun-Ying (Gwen Wang), who joined DHL-Sinotrans JV early in 1996 and was successively appointed as Key Account Team Leader, Key Account Supervisor, Key Account Support Manager in North Area Customer Service Department and National Contact Centre Manager in National Customer Service Department. Currently act as National Customer Service Director in charge of operational management and development in three customer service centers of over 500 seats.

Mr. Johnny Chan, Director of Attractions and Guest Services

Hong Kong Disneyland

Topic: Motivating and Satisfying Your Staff and Customers

As Director, Attractions and Guest Services, Johnny oversees the theme park operations of Hong Kong Disneyland.  He is responsible for managing attractions operations, guest relations, tour services, Main Entrance (ticketing, turnstile and resort transportation operations) and also the overall cleaning standard or custodial services for the theme park.

Johnny joined HKDL as Manager, Guest Services & Resort Transportation in November 2004 as a member of the pre-opening team and was promoted to Manager, Guest Services, Resort Transportation and Attraction Operations in December 2007.  He assumed the new role of Manager, Attraction Operations in May 2009 and was promoted to his current role in November 2009.

Prior to joining HKDL, Johnny was Manager, Operations Planning in MTR Corporation Ltd where he had been working since 1995 in various posts including Traffic Controller and Group Station Manager.

Johnny graduated with a BBA from the University of East Asia, Macau and holds a Master’s Degree from the University of Wollongong, Australia. 

Johnny enjoys working with beautiful minds and all kinds of outdoor activities, especially hiking, tennis and football.

Mr. Michael Liang, Vice Chairman

KMDC

Topic: Leveraging on Customer Knowledge Management for Company Growth

Michael is one of the Founding Members and Vice Chairman of Knowledge Management Development Centre, a charitable organization aims to promote the awareness and advance the practice of Knowledge Management in Hong Kong. Michael is currently the Director of Business Development at WiderWorld and has over 12 years of IT and Management Consulting experiences in Knowledge Management, Information and Technology Strategy, Business Process Improvement and Applications Development projects from North America and Asia with focuses in Fashion Apparel and Sourcing industries. He began his career as a Software Developer at Nortel Networks in Ottawa and gained extensive consulting experiences as an Information Strategy Consultant at Deloitte Consulting in Canada.  Michael is a part-time Lecturer at the University of Hong Kong, a Qualified Drucker Educator (QDE) and the Chairman of the Hong Kong Chinese Manufacturers’ Association (CMA) Youth Committee.

Ms. Julie Chow, Director

Quality HealthCare Asia Ltd.

Topic: Integrated Knowledge Management for Higher Customer and Employee Satisfaction

Ms. Chow (45) graduated from the Hong Kong Polytechnic University in 1987 with Professional Diploma in Physiotherapy and in 2005 she attained a MBA – International Hospital Management from Nations HealthCareer School of Management and HfB – Business School of

Finance and Management in Frankfurt, Germany. Her extensive clinical and administrative experience covers hospitals and clinics in private and community settings both in Hong Kong and Canada, including a period with the Hong Kong Government’s Medical & Health Department. Ms.Chow joined Drs. Anderson & Partners physiotherapy clinic in 1994 and has led its transformation and expansion into Quality HealthCarePhysiotherapy.

Ms. Chow’s duties also extend to overseeing the division of Quality HealthCare Services as well as the Group’s Corporate Communications affairs and marketing and business development initiatives.

Mr. S.K. Kung, Head of Customer Supplies Section, Transmission & Distribution

The Hongkong Electric Co., Ltd.

Topic: Achieving service excellence in electricity supply industry

Mr. S.K. Kung is currently the Head of Customer Supplies Section in the Transmission & Distribution Division of The Hongkong Electric Co., Ltd. in charge of the Company’s customer account service, customer centre and call centre operations. He joined HK Electric in 1988 and has over 20 years experience in electricity supply services. He holds a Bachelor of Science degree in electrical engineering and is a Chartered Engineer and Corporate Member of the Hong Kong Institution of Engineers.

Mr. Xu Jian,  CEO

YNET.com

Topic: 互聯網環境下的客戶關係

　　徐建同志現為北京網路媒體協會常務理事、北京青年報網際傳播技術有限公司（北青網）總經理。曾任北京青年報記者、編輯、北京青年報惠城公司總經理、《北京青年報》總工程師兼技術部主任。

　　徐建是北青網創史人，在他的領導下，北青網做為傳統媒體的網站，在商業網站大規模的包圍下，闖出一條適合媒體網站發展的新路：以傳統媒體做依託，全面整合媒體資源，為線民提供最新最快的資訊與娛樂資訊。目前，在ALEXA全球網站排名中北青網名列300位之內，在中文網站排名中列28位。根據互聯網實驗室CISI調查顯示，北青網的訪問量和權威性在全國新聞門戶網站中排名前四。在徐建的宣導下，2005年，北青網與微軟MSN中國結為戰略合作夥伴，首創把資訊與娛樂內容直接推向用戶桌面的流覽方式。當年，北青網與中央電視臺、廣州日報報業集團等一道被首屆中國傳媒創新年會評為中國年度十大創新媒體，徐建本人也獲得“2005年度十大創新傳媒人物”獎。

徐建在辦網中深入貫徹落實科學發展觀，積極宣傳、貫徹、執行黨和國家的路線、方針、政策，堅持正確的出版方向，有大局觀念。他本人及北青網多次受到北京青年報和上級主管部門的表彰。

   　 一直以來，徐建力推創新為先的理念，北青網鎖定企事業單位管理人員、外企白領、中高級技術人員等有高學歷、高收入、高中心城市的三高群體，先後打造出了青年論壇、紅人上網、線上樓書、觀點PK、清零等一系列品牌頻道與欄目，在業內贏得較高聲譽。他還開創性地提出了跨媒體整合行銷的靈活經營模式，要求對內有執行力，對外有話語權。使得傳媒門戶的獨特定位給北青網用戶及廣告投放商提供權威、創新、多贏的全新增值體驗。北青網又相繼獲得“2006年度十大創新網站”、2007年度“影響中國互聯網的100強網站”、“2008\2009年度十大報社網站”等殊榮。

Mr. Samuel Lau, General Manager

Kerry Logistics (HK)

Topic:  "Creativity" brings Customer Service Excellence

Mr. Samuel Lau has been engaging in Logistics industry for over 15 years. He joined Kerry Logistics in year 2000, currently acts as the General Manager of Kerry Logistics (HK) overseeing the development and execution of business strategies. Samuel leads various team leaders of Hong Kong integrated logistics division in exploring new business, understanding customers’ needs, formulating business solutions and catalyzing smooth project implementation.  

Kerry Logistics, a member of the Kuok Group, is Asia’s premier logistics service provider with a strong focus on China. Based in Hong Kong, it has offices in 24 countries with over 10,000 employees and a transportation fleet of 5,600 vehicles. It is managing 1.8m sq.m. of facilities worldwide.

Ms. 廖黛麗, 常務副會長兼秘書長

深圳呼叫中心協會

Topic: Service and Operation of the Government Hotline

中國電信深圳分公司原10000號客戶服務中心總經理，現為中國電信深圳分公司客戶服務部資深經理、高級工程師，一直以來從事電信企業管理工作，先後擔任中國電信深圳分公司網路監控、網路運營管理、電腦系統維護管理、呼叫中心運營管理部門負責人，是通信企業運營管理領域的專家，在精確運營管理、客戶關係管理、團隊建設、流程優化、企業文化建設等領域有深刻獨到的見解和經驗，主持多個科技創新項目獲得國家、省、部、市以及中國電信集團公司獎項。在她的帶領下，中國電信深圳10000號客戶服務中心屢創佳績，先後獲得中國電信集團“滿意服務標杆單位”“優秀服務團隊”，中國品質協會、中華全國總工會、共青團中央、全國婦聯、全國用戶滿意工程聯合推進辦公室聯合頒發的“全國用戶滿意服務明星班組”，資訊產業部“全國用戶滿意電信服務明星班組”，全國總工會“模範職工小家”，全國婦聯“三八紅旗集體”，團中央“青年文明號”等國家級榮譽稱號。

在呼叫中心戰略發展方面，廖黛麗女士積極致力於呼叫中心國際化進程的推進，呼叫中心品牌的打造和行業內外交流平臺的打造，從2006年起組織深圳10000號客戶服務中心參與國內外的行業內品牌交流和賽事評選的專案，2006年獲“中國最佳呼叫中心”、”亞太最佳呼叫中心”，2007年蟬聯“中國最佳呼叫中心”、”亞太最佳呼叫中心”，2008年參加世界呼叫中心評選，獲“亞太地區最佳外呼專案金獎”，蟬聯“中國最佳呼叫中心金耳嘜”大獎，並獲得“全球最佳外呼項目”大獎，為深圳10000號客戶服務中心的品牌推廣、行業地位的提升和行業內外交流平臺的打造做出了突出的貢獻。作為呼叫中心運營管理領域的專家，廖黛麗女士的管理水準也得到了行業內外的廣泛認可，2007年獲“中國最佳呼叫中心管理者”大獎，2008年獲“中國最佳呼叫中心管理人”大獎！