APCSC Summit 2012

莫先生是西九文化区管理局咨询会及创意智优计划审核委员会委员，并曾任港府中央政策组非全职顾问，以及医院管理局、数码21策略咨询委员会、交通咨询委员会、消费者委员会、策略发展委员会经济发展及与内地经济合作委员会及工贸咨询委员会的委员。莫先生被业界选为第一、二、三及四届香港特区选举委员会信息科技分组界别成员。

互联网域名管理方面，莫先生曾任香港域名注册有限公司及香港互联网注册管理有限公司之董事，该公司负责执行香港地区顶级域名的注册及管理工作。他亦曾任 dotMobi 政策顾问委员会成员，该公司负责执行通用顶级域名 .mobi 的注册及管理工作。

国际及区域互联网管理方面，莫先生是互联网名字与编号分配机构 (ICANN) 亚太区互联网用户组织属下亚太区互联网用户组织 (APRALO) 主席。他亦曾在2007及2009年代表互联网协会于网络管治论坛担任大使

莫先生毕业于美国普度大学，拥有计算机及电机工程学士和电机工程硕士学位，并曾在美国任职于升阳软件公司及迪吉多计算机公司，回港后于1999年获选为香港十大杰出数码青年。他多年来以专栏发表有关科技、管理及公共政策的文章，包括《信报财经新闻》、苹果日报、太阳报、茶杯杂志及HiTech Magazine。他亦自2004年开始编写博客，在2008年初他出版了他的第一本着作，名为《香港2.0》。

山下辰巳先生

日本Help Desk Institution行政总裁

演讲题目: 未来在线或离线服务的演变及日本基准研究报告的启示

Tatsumi Yamashita, a Founder and CEO of HDI-Japan is one of the most influenced leaders in Japan and Asia support service arena. He developed Contact Center Benchmarking in 2006, this has been the biggest benchmarking database in Asia Pacific. The Benchmarking grade all evaluated 1,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefor it is well-known as the ‘Michelin Red Guide’ the customer service industry.

Tatsumi Yamashita has 25 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/Philippines now. Prior to joining HDI, he was a director of IT Strategy at Yanase the biggest GM/Mercedes distributer in Japan, and was the first Helpdesk manager at Pfizer Japan Inc. Tatsumi graduated from Shinshu University in Nagano, at the center of Japan.

HDI-Certified Auditor since 2001
HDI-Certified Instructor since 2001
HDI Intl. Standards Committee since 1999
Japan Information-Technology Engineers Examination Center (JITEC) since 1995

麦邓碧仪女士, MH, JP

香港生产力促进局总裁

演讲题目: 创新及完善的知识管理为您提高生产力

麦邓碧仪女士从事资讯科技行业超过20年，经验丰富，在加入香港生产力促进局前成立资讯科技顾问公司，历任多家电讯公司、私人企业及公营机构的高层职位。

麦女士在成功发展个人事业的同时，亦积极参与公共事务，推动资讯科技的应用，包括香港电脑学会前任会长(1995-1998)、香港浸会大学理学院顾问委员会主席，亦是教育局辖下资讯科技及通讯行业培训谘询委员会主席、职业训练局资讯科技培训及发展委员会主席、创新科技基金一般支援计划评审委员会副主席、雇员再培训局副主席、香港科技园董事局成员、香港学术及职业资历评审局成员及社会福利谘询委员会委员。

此外，麦女士致力推动资讯科技教育，曾出任多间专上教育学院的顾问委员会主席，就课程的发展和评审给予专业意见。2005年，麦女士被委任为教育局辖下的资讯科技及通讯行业「行业培训谘询委员会」主席，与业界代表成功制定行业的能力标准说明。麦女士更于2008年参与香港资讯科技专业认证局，与业界共同开发及推广专业认证计划，以确立资讯科技从业员的专业地位。

麦女士于1995年获选为香港十大杰出青年，1999年被授予香港电脑学会院士；2002年获香港特区政府委任为「太平绅士」; 2007年荣获香港特区政府颁发「荣誉勋章」；2008年获职业训练局颁发荣誉院士。

米辉波先生

呼叫中心及服务外包研究院院长
中国呼叫中心及客户关系管理专业委员会发起人
北京人文大学服务外包学院名誉院长
奥鹏教育高级顾问
亚太呼叫联盟（APCCAL）的发起人
《呼叫商业评论》杂志总编辑
COP – IAOP机构认证服务外包专业人生
AT&T College of Call Center Excellence的认证培训师

演讲题目: 呼叫中心及BPO业务的人才策略

长期从事呼叫中心、客户关系管理及高科技企业的高层管理工作，曾负责专业呼叫中心外包公司在中国的设立、组建和运营，具有丰富的客户服务运营管理经验，丰富的中外管理和专业咨询经验, 活跃于亚太市场，业界知名专家。

	刘展权先生雅虎香港电子商贸总监演讲题目: 雅虎﹗创意体验：聆听顾客及商家的需要刘展权先生现为雅虎香港的电子商贸总监，负责管理广受香港网民欢迎的「Yahoo! 拍卖」及「Yahoo! 团购」服务。此两项服务于本地的用户覆盖率现均为全港第一。在刘展权先生的策略性领导下，雅虎香港持续积极推动本地电子商贸及相关社群的增长及整体发展。「Yahoo! 拍卖」于过去十二年一直稳守本地市场领导位置；建基于此电子商贸平台的佳绩上，雅虎香港于2011年推出「Yahoo! 团购」，改变了香港团购市场的运作。「Yahoo! 团购」服务是全港首个网罗来自市场上多家团购网站所提供的最好优惠、并提供专设网上付款平台的一站式团购服务。「Yahoo! 团购」自推出后交易量即以倍数增长，并于推出首月已成为全港用户覆盖率最高之团购网站；与之合作的团购网站伙伴于8月已增至五家。此外，「Yahoo! 拍卖」自1999年推出以来亦一直不断于商店数目、交易量及用户覆盖率方面屡创新高。刘展权先生于加入雅虎香港前，曾分别于国泰航空及电讯盈科服务过十二年及两年，并持有加拿大Simon Fraser University的工商管理及计算机工程的双学士学位。

	杨翠云小姐香港移动通讯有限公司客户关系管理总监演讲题目: 群众参与是我们的成功之道杨翠云现任客户关系管理总监，负责带领CSL旗下品牌的客户服务团队，致力提供卓越的客户服务。杨小姐拥有逾十年客户服务的丰富经验，领导、整合及管理汇丰银行的客户服务中心。杨小姐在加盟CSL之前，负责管理香港旅游发展局热线和游客中心。杨小姐持有香港大学的社会科学学士学位。

	Ms. Malou Caluza QNet Limited客户服务总监演讲题目: 文化统一及提供触手可及的世界级顾客服务 Ms. Malou Caluza has been in the Customer Service industry for more than 20 years. Holding a degree in Bachelor of Science in Commerce Major in Marketing, she joined QNet as a Junior Customer Services Officer in 1999 and immediately moved ranks within her first three months in the Company. In a short span of time, she has single-handedly established the international Customer Response Team (CRT) and was promoted to Operations Head in 2005. She was promoted as Head of Business Development in 2006. Her strong and excellent leadership, extensive knowledge of the business, and solid concern for the network has brought her to the position of Chief Network Services in 2008. As CNS, she established three departments the International Network Support Group, Data and Process Control Department, and 24/7 Multi-Lingual International Support Centre in Malaysia which was opened during her first year as CNS.

	Mr. Olivier Njamfa 英国Eptica主席及行政总裁演讲题目：四通八达的知识平台- 成功多媒体服务的圣杯 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.

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: 让您的企业想顾客所想

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.

徐子颖女士

招商银行股份有限公司远程银行中心总经理

演讲题目：开辟远程服务时代，推进空中银行建设

徐子颖女士现任招商银行远程银行中心总经理，历任招商银行上海分行办公室主任、支行行长，2005年调总行电话银行中心任职，期间，不断研究并应用呼叫中心的流程管理理论，善于经营与开拓，在人力资源改革中，全力推行“数字化绩效管理体系”，建立KPI考核模型与专业化岗位序列制度；全面引入6sigma管理理念与方法，改进并细化业务管理流程和处理流程，研发并推出了“一话通”品牌下“快易理财”、“电话支付”“95555互动银行”等系列电话银行产品；实行差异化服务，推出贵宾服务专线及英文人工服务；95555服务质量得到持续、有效地提升。2010年在中国金融行业首推远程银行，采用国际化的管理方法和手段，大胆创新、勇于实践，建立起全新的远程银行运行与管理体系，拓展银行服务的领域，开创了银行服务的新时代。

在徐子颖女士的领导下，招商银行远程银行中心连续七年获评“中国最佳呼叫中心”，并获得“全球最佳呼叫中心”、“亚太最佳呼叫中心”、中国银行业优秀客服中心“综合示范奖”、中国及亚太“最后尊敬的知识型组织奖”等多项荣誉，其本人也先后获得“中国客户服务杰出贡献奖”、“中国最佳客户服务管理人奖”、“呼叫中心十年个人成就奖”、“呼叫中心终身成就奖”。

顾晓锋先生

中国太平洋人寿保险股份有限公司营运总监

演讲题目：新技术在保险价值链中的应用

Presentation Outline:

1. 移动展业新工具“神行太保”

2. 创新服务接口“保全GPS”

3. 强化诚信建设“把理赔放进金鱼缸”

4. 构建面向客户的卓越营运体系

2000-2004 太平洋人寿保险总公司信息技术部副总经理

2005-2010 太平洋人寿保险总公司信息技术部总经理

2011年至今太平洋人寿保险总公司营运总监（业务流程）

李光友先生

马来西亚RHB Investment Bank Berhad 数字营销副总裁

演讲题目：企业数字营销及多媒体服务策略的未来发展

Eric drives RHB Investment Bank’s brokerage businesses with highly targeted digital marketing, social media and eCommunities strategies, enabling real-time tracking of 1st-hand markets' conversations regionally, with value-added, customer-focused engagements to increase RHB Investment Bank's proposition—complete with far-reaching capabilities to pin-point sales opportunities for bank’s front liners nationwide and regionally. Eric is also the creator of Malaysia's largest investment community on Yahoo! (RHBInvest-Yahoo! Group) and pro-actively reaches out via rhbinvest tweets, www.twitter.com/rhbinvest Malaysia's most active investment twitter by a local brokerage, while continuously developing new innovative ways to effectively engage using multi-screen strategies.

Mr. Daniel Yen

Digital Marketing ROI Pte Ltd行政总裁及创办人

演讲题目：虚拟化的业务发展及客户服务

Presentation Outline:

1. “Beyond having a great product, providing excellent Customer Service needs to extend to your online presence”
2. How can you extend the Customer Experience Continuum Online? First impressions count Every Touch point matters In Person, phone or Web based
3. Turn a basic website into a Relationship Development & Customer Service enabled Digital Showroom

Daniel Yen is CEO & founder of Digital Marketing ROI. Daniel leads the Digital Intelligence Consulting Practice and & is Chief Technology Architect for the company's Business Development Virtualization solutions.

Daniel has provided thought leadership & consulted for Directors, C.M.O and Stakeholders of Fortune 500 companies on Digital Strategy, Cloud Computing & Analytics. He is a current regular presenter & thought leader for Intel's Embedded Intelligence initiative in APAC.

Daniel has previously presented for Cisco on Virtualization benefits of Cloud. To date, Daniel has consulted for over 50 global companies like Alibaba, Google, Yahoo, SCB, eBay, Savills, Avis just to name a few.

Daniel started Digital Marketing ROI to fully Digitize the Sales & Marketing processes of businesses into a fully automated digital environment. His focus is making doing business on the Web come as close as possible to a real life, in-person shopping experience. He refers to that as going "Beyond Web 2.0+". Today, his goal is to seamlessly integrate Digital Marketing & Online Customer Service as a support & supplement to real-time in-person Customer Service Assistance.

Daniel has a voracious appetite for knowledge and his kept up his drive learning new things since the age of 10 with wide ranging interest from Quantum Physics, Neuro Linguistics, Cosmology, Business Development & most recently Green Environmental Hi-Technologies. To check his blog, Google his name.

Mr. Koert Breebaart

Senior Principal Value Engineering, SAP Asia Pte Ltd

演讲题目：迈向顾客为中心的五部曲

Presentation Outline:

1. Introduction
2. The 5 Stepping Stones to Customer Centricity
3. Use Case: SingTel

Koert Breebaart is a Customer Experience professional and expert in developing and driving the execution of Customer Experience Strategies covering B2C and B2B customer segments. He is the author of a business books on Customer Centricity. Koert joined SAP Asia at the beginning of 2012 in the role of Senior Principal Value Engineering.

Previously Koert was leading a Customer Centricity transformation with SingTel as Director Customer Experience. SingTel is one of Asia’s leading communications groups. Koert was responsible for developing and driving the execution of SingTel’s overall Customer Experience Strategy, covering consumer and corporate customer segments in Singapore. He was heading a team of Customer Experience professionals that are looking after Customer Experience measurements, plans to improve the Customer Experience, the governance and change management aspects.

Before joining SingTel, Koert worked 11 years with Accenture as a Management Consultant. He advised leading organizations, in general the top 500 multinationals, across Europe and Asia to define innovative strategies and realizing business transformation in the areas of marketing, sales and customer service. He is recognized for his thought leadership in the areas of customer experience, sales excellence, project management and global operating models.

Koert has a Master of Science degree in Systems Engineering. He is a resident of Singapore and is married to Julie and has a son Faas.

	黄思远先生董事总经理，亚洲万理通有限公司，国泰航空有限公司演讲题目：全球顾客关系管理及顾客忠诚管理创新及整合 As Director & General Manager Asia Miles Ltd of Cathay Pacific Airways, Stephen Wong is charged with managing the 4.2 million-strong award-winning Asia Miles travel reward programme. Stephen remit includes driving the loyalty strategy of worldwide members, managing partnership and business development as well as determining Asia Miles database marketing strategy using data-mining and data-warehousing tools to enhance membership and revenue development. Prior to his current position, Stephen held a number of management assignments with Cathay Pacific Airways in more than five regions including the US, Hong Kong, Singapore, Japan and Vietnam. His most recent position at the airline was Vice President Sales Americas. A Sloan Fellow of the Stanford Graduate School of Business, with a Master of Science in Management and a Certificate in Public Management and Social Innovation, Stephen also completed the INSEAD Finance and General Management executive training programmes in both France and Singapore. Stephen holds a bachelor degree from Michigan State University. Stephen is a frequent guest speaker at trade and academic seminars, including presentations at various conferences in Hong Kong, Singapore and Japan. He is a keen football fan and is a certified football coach under the Asian Football Confederation. He enjoys sharing his love of football with young people.

	郭灿辉先生 Principal IP Advisor, STARS Foundation 演讲题目：客户服务是创新最宝贵的资源 - 硅谷的成功故事 Mr. Kwok has been working in the semiconductor industry since 1979, with extensive trend-setting and start-up experiences (at IDT, Quality Semiconductor, PMC-Flash and NetLogic Microsystems), covering business developments, cutting-edge technology developments and applications, IP portfolio developments and licensing, manufacturing operations, as well as product developments and product engineering. As a trailblazer, Mr. Kwok has been leading the major paradigm shifts in semiconductor business: from NMOS to CMOS, IDM to fabless design house and outsourcing, IP creation and sourcing, as well as standardization efforts and market developments for emerging applications. Mr. Kwok returned to Hong Kong/PRD in 2002 and has been promoting application/service platform developments as well as IP and innovation management in China. Mr. Kwok was the co-editor of the first comprehensive International IP Management Training Manual (over 600 pages) in Chinese published in China, designated for the “Certified IP Manager” training class co-organized by CEC/CIIPS with a goal to create a certified professional IP practitioner community in China for proper IP management and IPR protection. He has a BSES and a MSEE from the University of Texas at Austin (UT Austin).


	Mr. Charlie Pownall, Communications Consultant Key Sharing Areas: 1. Social media 2. Crisis communications 3. Customer service Drawing on over fifteen years of Public Relations, Corporate Communications, Social Media, Online Marketing and Journalism, Charlie is an experienced communications consultant, having advised a wide range of organizations across many industries, including Bayer, BP, Boots, CIMB Bank, Diageo, EADS, Hong Kong government, Huawei, LG Electronics, London Business School, London South Bank Centre, Monsanto, Novartis, Qualcomm, Singapore government, The Peninsula Hotels, The V&A Museum. Charlie has been Managing Director, Digital (Asia-Pacific) at Burson-Marsteller, Group Communications Manager at WPP, Group Head of Communications at European digital agency Syzygy AG, a reporter at Reuters London News Radio and a speechwriter and press officer at the European Commission. A graduate in Art History and with diplomas in International Relations from the London School of Economics and in Journalism from City University, London, Charlie writes and speaks frequently on reputation management, social media and social business. He is author of Managing Corporate Reputation in the Digital Age, Death or Glory? The Corporate Response to Social Change and iRelations: Effective Online Investor Relations.

	Dr. Thomas Tong, Founder Dr.Thomas Tong Professional Services Limited Dr. Thomas Tong is the founder and CEO of Dr. Thomas Tong Professional Services Limited (TTPS). He is also the Vice Principal (Academic Department) of Hong Kong Academy of Financial Research and currently the course leader in School of Continuous Professional Education (SCOPE, CityU). He developed the CICMF model (the unique manpower forecasting model) for the Construction Industry Council (HKCIC) in 2011 which helps to establish the construction labor training policy in Hong Kong. He has highly involved in academic research for over 10 years and he has published over 25 international refereed academic journal papers. He has also published two books: (1) Decision Making and Operations Research Techniques for Construction Management, and (2) Best Trading Days of Selected US stocks Dr. Tong is now coordinating the academic works of a top-up degree course in SCOPE, CityU. He is also responsible for the corporate training activities in Hong Kong Academy of Financial Research for large organizations in mainland China. TTPS is focusing on consultancy works to help organizations to applied artificial intelligence to the business activities.

	Mr. David Jacques, Founder & Principal Consultant Customer input Limited Key Sharing Areas: 1. Holistic Customer Experience Management 2. Cross-channel interactions 3. Voice of the Customer 4. Cross-departmental collaboration David Jacques is the Founder and Principal Consultant of Customer input Ltd, providing customer experience management consulting, training and workshops. Pioneer in customer experience management, Mr. Jacques has over 17 years of professional experience in research, design and strategy and has worked with many blue-chip firms worldwide in multiple industries from finance and travel to consumer products on understanding the totality of their customer experience. Based on detailed analysis of consumer attitudes, behavior and motivators a multiple channels he has provided strategies and solutions to help companies worldwide deliver differentiated and seamless customer experiences. From his year experience across multiple industries he has created the first comprehensive Framework which takes a holistic approach to organization-wide, cross-departmental Customer Experience Management. The foundation of his workshops, it includes all aspects of customer experience management including customer experience lifecycle audit and mapping, organizational alignment, cross-departmental voice of the customer program and enterprise feedback management and experience KPIs and experience design. Originally from Montreal, Canada, he has lived and worked in New York and in Hong Kong where he has been based since 1999.He publishes thought-provoking and forward thinking articles on customer experience regularly through the Customer input Journal.

	Mr. Francesco Furnari, CEO Clarity International Francesco is Director and Co-founder of Clarity International, an Innovation, Marketing and Product consulting firm, headquartered in Milan with offices in the United Kingdom, Bulgaria, USA, and Hong Kong. Francesco has more than twelve years of international experience in marketing communications, business development and product/service customer experience improvement. Francesco is also co-author of the textbook "Exploring Internal Communication" published by Pearson. Before Clarity International, Francesco was part of the senior management team at Venation, a spin-off of British Telecom and Microsoft offering content delivery solutions for the finance, government and retail industries. Francesco was previously in a number of brand, marketing and communications roles with the networking giant British Telecom where his activities included creative design management, branding and PR. Earlier in his career Francesco worked as consultant with Cisco Systems, RAI and Hewlett-Packard. Francesco has won numerous honours and awards including the Third Sector Excellence Awards, Charity Times Awards, IEC Converged World Award, three BT Innovation Awards, two Exceptional Marketing Achievement Awards, Red Herring Top 50 Innovative Company, the Guardian 100 Index business leader & Company to watch. Francesco is a leading member at the Cambridge Sustainability Network (CSN) and a member of the Humanitarian International Staff at CESVI.

	Mr. Sebastien Balestas, Director, International Business Development Avazu DSP Sebastien develops not only the business development by looking for people working in the online marketing industry but also solution our internal service Audience Targeting, Personalized Retargeting and Real Time Bidding. Sebastien owns partnership with the top 50 000 Alexa rank e-commerce websites in Europe. He also works with Affiliates platforms such as Tradedoubler, Affilinet, Netaffiliation, Effiliation, Webgains, Argona and many more over France, Germany, Italy, Spain and the U.K and the main digital agencies in Europe including their Trading Desks. Avazu DSP has a strong inventory in Europe, U.S and Australia with a 90 % worldwide coverage over direct publishers, Ad Exchanges (Google Doubleclick, Yahoo Right Media, Appnexus and many more), Ad Networks, SSP's and direct publishers. Mr Balestas has over 5 years experience in online marketing and is now managing a team of people from different countries such as France, China, Germany, Spain, Italy...Sebastien leads the business development team and the account management team to negotiate with the top e-commerce merchants in Europe and optimize their online marketing campaigns. He offers to his clients the best service including managing the budget and the ROI of their campaigns through Right Media, Google GDN / ADX, Appnexus. He collaborates with the top affiliate programs and agencies in Europe, US and China and provides financial report & ROI for the AVAZU DSP department. Sebastien graduates from SKEMA Business School with a Master of Science degree and majored in Entrepreneurship & Business Development. In 2007, he started his career in New York and finally came to China in the year of 2009 as an international experienced talent.

	Mr. Derek Tan, Research Director Ipsos Hong Kong •Derek began his research career in early Year 2000 and is a very hands-on researcher responsible for design and implementation of both local and international quantitative research programs for some of the most successful global brands. Derek has developed his expertise in brand and communication practices, advertising campaign evaluation and customer experience. He is also actively engaged in the area of social media research. Derek holds a First Class Honours degree in BA Marketing from University of Huddersfield, United Kingdom and a Masters in Business Administration (MBA) from Henley Business School, United Kingdom.