朱刚岑先生
 
亚太顾客服务协会主席

演讲题目: 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.

余凯歌先生

埃森哲大中华区管理咨询业务合伙人

演讲题目: 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

英国Eptica主席及行政总裁

演讲题目: Technology and Service Innovation for Customer Relationship Excellence

山下辰巳先生

日本Help Desk Institution行政总裁

演讲题目: 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.

李世贤先生

皇冠车行有限公司执行董事

演讲题目: 建立完善的服务系统

演讲简介：

1.      聆听哨站
  - 接触点体验调查
  - 零售业绩监控
  - 消费者研究资料
  - 店内观察

2. 建立完善的服务系统 - 人才
  - 员工投入指数
  - 才能训练

3. 建立完善的服务系统 - 程序
  - 季度会议
  - "现地现物" 讨论

4. 建立完善的服务系统 - 工具
  - 公司服务文化
  - 以客为尊」的服务是一个旅程，只有起点，没有终点。

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.

刘嘉时小姐

银联信托有限公司董事总经理及行政总裁

演讲题目: Total Customer Experience and Service Excellence

刘嘉时为美国康乃尔大学工商管理硕士，并拥有多年于香港和纽约的银行及金融界经验，曾任职多间大型国际银行及政府机构。刘嘉时目前除担任香港退休计划协会主席外，亦服务于多个业界及政府的法定及咨询组织，包括积金局、证监会、香港信托人公会、妇女事务委员会，以及医管局。

黄士军先生

台北市1999市民当家热线　                              营运团队总召集人
程曦信息整合股份有限公司　                           总经理兼创办人
行政院劳委会职训局就业服务科技客服中心     总召集人
台湾电子商务暨劳动协会　                               荣誉理事
台湾客服协会                                                    理事

演讲题目：卓越城市一流市民之呼叫中心营运与管理

学历：国立台湾大学商学研究所毕业
      中兴大学合作经济系毕业

经历：高雄第一科技大学营销与流通系　数据库营销讲师

      台湾第三届经济部中小企业荣誉指导员2001~2004年明理文教基金会奖学金评审

      ING安泰管理硕士论文奖　初评委员

专长领域：客户关系管理( CRM )

         计算机电话整合( CTI )

         电子营销

         企业管理、财务管理、营销管理

王珺盈小姐

中外运-效豪国际航空快件有限公司客户服务总监

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,

香港迪斯尼乐园

演讲题目:激励和满足您的员工及客户

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

演讲题目：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
 
卓健亚洲有限公司总监

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.

龚善广先生

香港电灯有限公司客户供电务组高级工程师

演讲题目: 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.
 

徐建先生

北京青年报网际传播技术有限公司（北青网）总经理

演讲题目：互联网环境下的客户关系

徐建同志现为北京网络媒体协会常务理事、北京青年报网际传播技术有限公司（北青网）总经理。曾任北京青年报记者、编辑、北京青年报惠城公司总经理、《北京青年报》总工程师兼技术部主任。

徐建是北青网创史人，在他的领导下，北青网做为传统媒体的网站，在商业网站大规模的包围下，闯出一条适合媒体网站发展的新路：以传统媒体做依托，全面整合媒体资源，为网民提供最新最快的信息与娱乐信息。目前，在ALEXA全球网站排名中北青网名列300位之内，在中文网站排名中列28位。根据互联网实验室CISI调查显示，北青网的访问量和权威性在全国新闻门户网站中排名前四。在徐建的倡导下，2005年，北青网与微软MSN中国结为战略合作伙伴，首创把信息与娱乐内容直接推向用户桌面的浏览方式。当年，北青网与中央电视台、广州日报报业集团等一道被首届中国传媒创新年会评为中国年度十大创新媒体，徐建本人也获得“2005年度十大创新传媒人物”奖。

徐建在办网中深入贯彻落实科学发展观，积极宣传、贯彻、执行党和国家的路线、方针、政策，坚持正确的出版方向，有大局观念。他本人及北青网多次受到北京青年报和上级主管部门的表彰。

一直以来，徐建力推创新为先的理念，北青网锁定企事业单位管理人员、外企白领、中高级技术人员等有高学历、高收入、高中心城市的三高群体，先后打造出了青年论坛、红人上网、线上楼书、观点PK、清零等一系列品牌频道与栏目，在业内赢得较高声誉。他还开创性地提出了跨媒体整合营销的灵活经营模式，要求对内有执行力，对外有话语权。使得传媒门户的独特定位给北青网用户及广告投放商提供权威、创新、多赢的全新增值体验。北青网又相继获得“2006年度十大创新网站”、2007年度“影响中国互联网的100强网站”、“2008\2009年度十大报社网站”等殊荣。