Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Strategic Customer Relationship Excellence in Changing Business World

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.

Mr. Brett Whitford, Executive Director,

Customer Service Institute of Australia
 

Topic: Building Lifetime Customers in a Demanding and Challenging Competitive Environment

Brett Whitford is a founder and Executive Director of CSIA. He is the author of five best selling business books on technology, best practice and customer service. His business experience is extensive, including joint ventures with International Prentice Hall. Brett is currently completing his new book on customer service, showcasing Australia 10 years of Australian Service Excellence Award winning organisations.

Brett founded Beaumont Publishing House at 22 and listed his consulting, certification and publishing company on the Australian Stock Exchange in December 2000. His experience and expertise makes him a highly sought after speaker and he often lectures for universities, international conferences, radio and television

Brett, along with selected CSIA members, recently wrote Australia’s first Strategic Customer Service Management MBA unit for Deakin University.

Brett is considered Australia’s leading customer service consultant. He has worked with some of Australia’s, and the world’s, top companies and government departments such as IBM, NSW Police Force, Nokia, Johnson & Johnson, Defence Housing Authority, Medicare Australia, Aurora Energy, Optus, Telstra, Manitoba Telecommunications Services, Energex, Queensland Rail, Brisbane City Council, Maningham City Council, Warrnambool City Council, NAB, Westpac, ANZ, AAMI, Yarra Valley Water, Ergon Energy, Fone Zone, Colorado Ltd., and numerous other organisations.

Mr. Tom Mehrmann, Chief Executive,

Ocean Park Hong Kong

Topic: Best Practices in CSR and Environmental Protection Leadership

Tom Mehrmann is the Chief Executive Officer 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 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.
 

Dr. Kuo-Yen Wei, Chairperson

Research, Development and Evaluation Commission of Taipei City Government, Taipei

Topic: Transforming the Government Public Services with Innovation: Case Study in Taipei

Presentation Outline:

1. Opening: a story
2. Milestones and difficulties overcome
3. Features and standards
4. Achievements
5. Search for excellence

主要學歷：

1. 美國羅德島大學海洋學博士

2. 國立臺灣大學地質科學系學士、碩士

主要經歷：

1. 美國耶魯大學地質暨地球物理學系助理教授

2. 國立臺灣大學地質系客座副教授

3. 國立臺灣大學地質系教授

4. 中央研究院地球科學研究所兼任研究員

5. 行政院研究發展考核委員會副主任委員

6. 臺北市政府研究發展考核委員會主任委員

Mr. Charles Mok,

Executive Director, Computancy Limited

Chairman, Internet Society Hong Kong

Vice Chairman, The Professional Commons

Honorary President, Hong Kong Information Technology Federation

Topic: Social Media CRM and Digital Marketing in the New Era

Mr Mok is the executive director of Computancy Limited, a leading new media and Internet consulting company.  Previously, Mr Mok was the Deputy Managing Director and a co-founder of HKNet Company Limited, one of Hong Kong’s earliest Internet service providers, that was acquired by NTT Communications of Japan in 1999.  

Mr Charles Mok is the Vice Chairman of The Professional Commons, the first cross-sector professional think tank focusing on issues of public interest in Hong Kong.  He is also the Chairman of Internet Society, Hong Kong (ISOC-HK), Honorary President of the Hong Kong Information Technology Federation (HKITF), chairman of the Health Information Technology Special Interest Division of the Hong Kong Computer Society, and a committee member of Engineers Without Borders (EWB).  He was also a past chairman and a co-founder of the Hong Kong Internet Service Providers Association (HKISPA).

Mr Mok is a member of several key Hong Kong government statutory bodies or advisory committees, including the Hospital Authority, Consultation Panel of the West Kowloon Cultural District Authority, and CreateSmart Initiative Vetting Committee.  Previously, Mr Mok was a part-time member of the Central Policy Unit, and a member of the Consumer Council, Digital 21 Strategy Advisory Committee, Transport Advisory Committee, Committee on Economic Development and Economic Cooperation with the Mainland of the Commission on Strategic Development, and Trade and Industry Advisory Board.  Mr Mok was elected as a member of the First (1998), Second (2000) and Third (2005) Election Committees in the IT Subsector.

Mr. Mok graduated from Purdue University in the United States with Bachelor of Science in Computer and Electrical Engineering and Master of Science in Electrical Engineering, and worked in the United States with SunSoft Inc. and Digital Equipment Corporation.  In 1999, he was awarded as one of Hong Kong’s "Ten Outstanding Young Digi Persons”.  He also writes extensively on technology, management and public policy, appearing regularly in the Hong Kong Economic Journal and Apple Daily.  He is also an active blogger since 2004.  In 2008 he published his first Chinese book, entitled “Hong Kong 2.0.”

Mr. Basker Rangachari, Chief Marketing Officer, Consumer Banking

Standard Chartered Bank, Hong Kong

Topic: Building a Sustainable Loyalty Program to Improve Business Performance

Basker Rangachari is the Chief Marketing Officer of Standard Chartered Bank Hong Kong since March 2010. In this role, Basker leads various functions which impact the customer including Marketing, Service Quality, Voice of Customer, CrossSell Strategies, Product Bundling and Process Re-engineering.

Basker joined SCB in 2005 as General Manager for Unsecured Lending Singapore.  In 2006, he was appointed as Group Head, Strategic Alliances & Bancassurance and subsequently added Customer Loyalty and Amex Integration to his portfolio. He is widely credited for conceptualizing, developing and rolling out a Total Relationship Rewards platform across key markets in SCB. This program gives the bank a unique market leadership position and reinforces its commitment to customer centricity.  

Basker has an industry reputation for being a focused business driver, strong marketer, creative strategist and an inspiring leader. During his career of over 22 years, Basker has undertaken senior roles across several industries (audit, retail, manufacturing, property development, private equity and financial services) and across various disciplines (general management, business development, sales, marketing, strategic alliances, reengineering, credit control, finance and consulting). He has extensive exposure to Asia-Pacific cultures having lived in India, Dubai, Singapore, Australia, Thailand and Hong Kong. 

Visit www.linkedin.com/in/basker to view Basker’s profile and recommendations.

Ms. LEE Yuen Ming, Meg, General Manager

SINA Hong Kong Ltd

Topic: SINA Weibo – Revolutionary Channel of Communications

Presentation Outline:

1. Introduction of SINA Weibo – the most popular social media platform in China
2. The Power of SINA Weibo
3. How to use SINA Weibo to leverage on your promotional plan

Meg Lee, General Manager of SINA Hong Kong office, responsible for overall operations in HK, including sales & marketing, content management, weibo development and new business development.

Lee brings 15 years of media experience. Prior to joining SINA, she worked for Global Sources as Group Marketing Manager of the China Business Group.

Prior to joining Global Sources, Lee was the Head of Regional Content Management and Community of Next Media Interactive Limited, in-charge of all content management for both Hong Kong and Taiwan market.

Mr. Zhao Xi, Founder

CCMWorld Group

Topic: Latest Research on Customer Management and Industry Development of Call Center in Mainland China

Ms. Liao Dai Li, Vice Chairlady and Chief Secretary

Shenzhen Contact Center Association

Topic: Exploring the Refinement of Telemarketing Performance Management: Case Study of China Telecom

原中国电信深圳分公司10000号客户服务中心总经理，现任深圳市呼叫中心行业协会副会长兼秘书长，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！

Mr. Olivier Njamfa, President & CEO

Eptica, UK

Topic: Taming the Beast – Is Social Media Creating a Customer Relationship Monster?

Mr. Gregory Au Yeung, Chief Information Officer, Partner

VantAsia

Topic: Realizing the great potential financial IT Resources in Greater China

Presentation Outline:

1. China’s academic & labor market overview (finance & technology related)
2. What financial institutions are doing with resource pipeline
3. What & how foreign institutions can leverage in China

Gregory is currently Chief Information Officer (CIO) of VantAsia (previously AIG subsidiary), a foreign-owned financial institution that specializes in consumer finance.  He is responsible for the firm’s IT Strategy, governance and the roadmap that leverages business intelligence, proprietary technology and IT specialists, with the mission to expand the firm’s footprint in China.

Gregory is formerly Executive Director of Morgan Stanley (Shanghai), responsible for the firm’s 200 person mainland Development Center, covering more than 50 products. The center provides wide range of technology services ranging from coding, testing and support.  Prior to the joining of Morgan Stanley, Mr. Gregory was the General Manager of State Street Bank’s China technology center (established and managed the bank’s only offshore development center, grown from 20 persons to over 700), Head of IT of State Street Bank (Asia).  He started his career as a programmer with Inchcape, a leading listed British conglomerates.

Since 2009, Gregory has been appointed as senior consultant and part-time lecturer for Fudan and Shanghai Jiaotong Universities respectively, responsible for the design, teaching, and management of the newly created course, “Financial Information System” for the Master of Software Engineering degree.  He is also the China columnist for ComputerWorld (Hong Kong) and IT Value (China).

Gregory graduated with a degree in Computer Science from the University of Westminster (UK), and had completed the Executive MBA program at the Chinese University of Hong Kong.  He is also a Chartered Information Technology Professional; a Fellow and China (East) Representative of the Hong Kong Computer Society and member of the British Computer Society.  Since 2007, Gregory has been the Guest Professor, Department Head of Financial Information Technology, and MBA Student Mentor at Zhejiang University.

Mr. Ken Lee, Managing Director

DHL Express Hong Kong

Topic: Human Capital Management, Motivation and Performance Management for the Post 80s and 90s Young Generation

Mr. Jackal Ma, Managing Director

Aspect Software Ltd.

Topic: Business, Service, Quality, and People Development Excellence with Balanced Scorecard KM

Presentation Outline:

1. Future of Company-Customer Collaboration
2. Enterprise Engagement
3. Customer Empowerment
4. Dynamic Analytics
5. Social Network and Call Center

Jackal Ma現任美國Aspect軟體公司大中國區總經理，負責推動Aspect軟體公司全球領先的統一通信聯絡中心解決方案在整個大中華區的市場銷售業務，增進Aspect在該地區的管道合作關係。他還負責管理Aspect的產品解決方案，確保其與大中華區的客戶及市場需求相一致。
 

在加入Aspect軟體公司之前的20多年中，Jackal Ma在多家跨國公司擔任高級管理職務，非常善於在跨越北美、澳洲和亞洲等多種文化的企業中建立高效的工作團隊。在上一個職位中，Jackal Ma為中國大陸地區的企業用戶建立了許多與銷售和服務相關的大規模IT及通信系統，覆蓋了金融保險、電信網路、交通運輸、政府機構、公共事業、零售及製造等各行各業。Jackal Ma不僅是產品銷售方面的高手，而且在大型企業的eChannel行銷管道、銷售和客戶服務策略以及呼叫中心績效管理等方面的戰略顧問能力聲名遠播，曾經領導了中國建設銀行、渣打銀行、中國人民保險公司等全球知名企業中客戶服務與市場行銷相關IT及通信系統專案的建立和實施。
 

在從事高層管理工作之前，Jackal Ma以工程技術開始其職業生涯，主要在公共事業和銀行業從事IT專案工作，曾經在亞洲和北美地區管理過多廠商產品組成的價值高達4000萬美元的IT系統，所任職過的公司包括Unisys、IBM和Royal Bank of Canada。
 

Jackal Ma于1988年在香港大學獲得電子與電氣工程專業學士學位，2005年在北京長江商學院獲得EMBA學位。現任客戶世界機構客戶世界研究院顧問專家，國家發改委培訓中心中國呼叫中心產業能力建設管理規範工作組專家委員會委員，中國電子商會呼叫中心與客戶關係管理專業委員會副理事長。

Mr. Raymond Choi, Chief Customer Services Engineer

The Hongkong Electric Co., Ltd

Topic: Public Service and Innovation Service Excellence

Presentation Outline:

1. Introduction of HK Electric: the global presence
2. A public service company: roles and obligations to our citizens, environment, community and employees
3. From “fundamental services to all customers” to “caring/value-added/innovative services to different customer segments”
4. A case study: iPhone App: HK Electric Low Carbon App

Raymond Choi is currently holding the position as Chief Customer Services Engineer heading the Customer Services Department in Hongkong Electric. He is also a Chartered Engineer, a corporate member of The Hong Kong Institution of Engineers and a corporate member of The Institution of Engineering and Technology of the UK. He graduated from the University of Hong Kong in 1981 with a B.Sc. (Eng.) and acquired his MBA(HKU) in 1990. After graduation in 1981, he joined Hongkong Electric and worked in various positions responsible for construction and operation of transmission and distribution system and network. He has some 20 years experience in developing various functions and programs in relation to customer service.