朱剛岑先生
 
亞太顧客服務協會主席

演講題目：Creating High ROI on Customer Business Performance with CRE Best Practices & CSQS Strategy

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。

余凱歌先生

埃森哲大中華區管理諮詢業務合夥人

演講題目：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

英國Eptica主席及行政總裁

演講題目：Technology and Service Innovation for Customer Relationship Excellence

山下辰巳先生

日本Help Desk Institution行政總裁

演講題目：Ask your customer how 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.

李世賢先生

皇冠車行有限公司執行董事

演講題目：建立完善的服務系統

演講簡介：

1.聆聽哨站
- 接觸點體驗調查
- 零售業績監控
- 消費者研究資料
- 店內觀察
2. 建立完善的服務系統 - 人才
- 員工投入指數
- 才能訓練
3. 建立完善的服務系統 - 程序
- 季度會議
- "現地現物" 討論
4. 建立完善的服務系統 - 工具
- 公司服務文化
- 以客為尊」的服務是一個旅程，只有起點，沒有終點。
- 顧客體驗

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.

劉嘉時小姐

銀聯信託有限公司董事總經理及行政總裁

演講題目：Total Customer Experience and Service Excellence

劉嘉時為美國康乃爾大學工商管理碩士，並擁有多年於香港和紐約的銀行及金融界經驗，曾任職多間大型國際銀行及政府機構。劉嘉時目前除擔任香港退休計劃協會主席外，亦服務於多個業界及政府的法定及諮詢組織，包括積金局、證監會、香港信託人公會、婦女事務委員會，以及醫管局。

黃士軍先生

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

演講題目：卓越城市一流市民之呼叫中心營運與管理

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

王珺盈小姐

中外運-效豪國際航空快件有限公司客戶服務總監

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,

香港迪士尼樂園

演講題目:激勵和滿足您的員工及客戶

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

KMDC副主席

演講題目：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.

周至莉小姐

卓健亞洲有限公司總監

演講題目：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.

龔善廣先生

香港電燈有限公司客戶供電務組高級工程師

演講題目：Achieving service excellence in electricity supply industry
 

龔善廣先生現為香港電燈有限公司輸配電科客戶供電服務組主管，負責公司的賬戶服務、客戶中心及電話服務中心的運作。龔先生於1988年加入港燈，有超過20年關於電力供應服務的經驗。龔先生持有電機工程理學士學位，並為特許工程師及香港工程師學會會員。