Speakers of
Leadership
Summit |
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![](../2008/image/speakers/MrJasonChu.jpg) |
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.
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![](../../images/Brett%20Whitford.gif) |
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. |
![](../2008/image/speakers/MrTomMehrmann.jpg) |
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:
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Advisory Committee Member of the School of Hotel & Tourism Management, Hong Kong
Polytechnic University
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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.
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![](../image/Dr.Wei.JPG) |
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:
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美國羅德島大學海洋學博士
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國立臺灣大學地質科學系學士、碩士
主要經歷:
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美國耶魯大學地質暨地球物理學系助理教授
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國立臺灣大學地質系客座副教授
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國立臺灣大學地質系教授
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中央研究院地球科學研究所兼任研究員
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行政院研究發展考核委員會副主任委員
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臺北市政府研究發展考核委員會主任委員
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![](../../images/charles_mark.jpg) |
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.” |
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![](../../images/BR_LowRes_916.JPG) |
Mr.
Basker Rangachari, Chief Marketing Officer, Consumer
Banking
Standard Chartered
Bank, Hong Kong
Topic: Building a
Sustainable Loyalty Program to Improve Business
Performance
- Is Loyalty Management a nice-to-have or must-have
- Have customers become too transactional to bother
with loyalty
- Using a personalized multichannel experience to
maximise profits and retention
- Which Loyalty Initiatives Should You Choose To
Engage Your Customers
- Establish Best Practices To Measure The Success Of
Your Customer Loyalty Initiatives
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. |
![](../image/Beau.JPG) |
Mr.
Beau Crawford,
CRM Lead
Accenture Hong
Kong
Topic:
Social CRM:
Reacting to evolving customer footprint
Presentation Outline:
1.
Social CRM and Social Media Growth
2. Usage of Social Media is increasing consumers’ sphere
of influence
3. Research identified that social media brings out
extremes
4. Social CRM Vision
5. What questions you must answer?
Beau Crawford is an
executive in Accenture’s CRM Global Service Line and
serves as the management consulting CRM lead for Hong
Kong. Beau specializes in working with our clients to
deliver high performance CRM solutions spanning aspects
of marketing, sales, and service transformation.
With a decade of
experience in business and IT consulting, Beau has been
focused on working with Accenture’s clients to help them
realize their strategic sales behaviours, sales
performance needs, and sales effectiveness goals to
become high performing businesses. He has assisted many
leading companies across North America, Europe, and Asia
in developing business transformation solutions. In
addition, Beau is involved in developing CRM thought
leadership, asset development, and solution enablement
strategies for Accenture. |
![](../image/xujian.jpg) |
Mr. Xu Jian,
CEO
YNET.com
Topic:
Customer
Relationship in New Internet Ecology
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。 |
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![](../../images/Meg2.jpg) |
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. |
![](../../images/Francis_1a.jpg) |
Mr. FONG Po Kiu,
Francis, Founding Chairman
Hong Kong
Association of Interactive Marketing (HKAIM)
Topic:
Customer 2.0 via Social
Media
Presentation
Outline:
1. What's
the behavior of Customer 2.0
2. How to make use of social media to build up
relationship with customer
3. Case sharing
Mr. FONG Po Kiu,
Francis, aged 42, joined
Synergy Technologies
(Asia) Limited in 1994,
and is currently the
General Manager of the
Company.
He graduated from Hong
Kong Polytechnic (now
Hong Kong Polytechnic
University) and is now
the Fellowship Member of
The Institute of
Chartered Secretaries
and Administrators,
United Kingdom (FCIS)
and Fellowship Member of
The Hong Kong Institute
of Company Secretaries (FCS).
During his 20 years in
ICT Industry, he had
introduced a lot of
pioneering products and
technologies (like 56K
Modem, PDA, Wi-Fi,
Smartphone, Slingbox,
etc) into Hong Kong and
set the milestones for
the Company in Hong Kong
ICT Sector.
He is now the Member of
Electoral Conference for
the election of Hong
Kong Deputies to the
11th National People's
Congress of the People's
Republic of China; the
Member of HKSAR Election
Committee, Information
Technology Subsector
(2006-2010); the
Chairman of Electronics
& Communication Industry
Safety and Health
Committee, Occupational
Safety and Health
Council (OSHC); the
Co-opted Member of the
IT Expert Advisory Group
of The Consumer Council,
the Co-opted Member of
Standing Committee on
Agency Development &
Partnership , The Hong
Kong Council of Social
Services (HKCSS); Member
of the Shopping-Related
Practices of the Travel
Industry Council of Hong
Kong (TICHK), Member of
the E-logistics Project
Group, Hong Kong
Logistics Development
Council (LOGSCOUNCIL),
the Founding Member of
IT Voice and is also the
Strategic Member of The
Professional Commons.&
Community TV.
He is also the Founding
Chairman of Hong Kong
Association of
Interactive Marketing (HKAIM);
the President of Hong
Kong Information
Technology Federation (HKITF);
Vice-chairman of the
China Business Angel
Network (CBAN); Founder
of the e-Learning
Consortium; Founder of
The Hong Kong Resources
Center; the Founding
Member & Councilor of
Internet Society – Hong
Kong Chapter (ISOC-HK);
and also the Fellowship
Member of Hong Kong
Computer Society (FHKCS).
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![](../../images/zhaoxi.jpg) |
Mr. Zhao Xi,
Founder
CCMWorld Group
Topic:
Latest Research on
Customer Management and Industry Development of Call
Center in Mainland China
趙溪先生,著名呼叫中心運營及顧問培訓專家,CC-CMM呼叫中心能力成熟度模型國際標準認證機構主席,中國呼叫中心產業能力建設管理規範工作組副組長。是亞太客服與呼叫中心聯盟APCCAL的發起人以及客戶世界機構(CCMWorld
Group)的創辦人。
趙溪先生畢業于南京航空航太大學,在本校有長達6年的教學及基礎理論研究的經歷。歷任易寶系統(中國)公司顧問培訓總監、賽迪集團呼叫中心諮詢培訓總監、中國電子資訊產業發展研究院職業技能培訓部主任、資訊產業部呼叫中心標準指導委員會MIICCOS常務副主席、中國電子商會呼叫中心與客戶關係管理專業委員會CNCCA常務副會長等職,是國內資深的運營管理實踐者和國際知名的標準化管理宣導者。
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![](../image/liaodaili-web.jpg) |
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!
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![](../image/Eptica_Olivier%20Njamfa-small.jpg) |
Mr. Olivier Njamfa,
President & CEO
Eptica, UK
Topic:
Taming the Beast – Is
Social Media Creating a Customer Relationship Monster?
Mr. Olivier
Njamfa, President and CEO of Eptica, co-founded
the company in 2001. Previously, he was
Vice-President and Chief Operating Officer of
Com6, a leading European e-CRM software company.
From 1999 through to 2001, Mr. Njamfa managed
the International Indirect Operations of
Showcase, a leading software provider of
Business Intelligence and Datamining solutions.
From 1995 through to 1999, Mr. Njamfa was first
Director of the Finance and Banking Department
of Comshare (provider of Business Intelligence
and Analytical Application) and then moved on to
becoming the Managing Director of their French
subsidiary. Between 1987 and 1995, Mr. Njamfa
served as Sales Manager and then as Regional
Director of Saari, the French leader in
accounting software. Olivier Njamfa is a
graduate of ESC Rouen, and holds an MBA from the
ESCP in Paris, France.
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![](../../images/Greg.jpg) |
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. |
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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
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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。
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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.
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Speaker of
CRE Awards Dinner Ceremony |
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Mr. P. N. Ip, General Manager (T & D)
The Hongkong Electric Co., Ltd.
Mr Ip received his Bachelor of Science
degree in Electrical Engineering from The University of Hong Kong
and Master’s degree in Business Administration from The Chinese
University of Hong Kong. Mr. Ip has a wide range of experiences in
the power supply industry. He has held various technical, customer
service and managerial positions and is currently General Manager
(Transmission and Distribution) of The Hongkong Electric Co., Ltd.
Mr. Ip is a past chairman of the Electrical Division of The Hong
Kong Institution of Engineers and is a Fellow of The Hong Kong
Institution of Engineers.
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