Speakers & Panelists of
Leadership
Summit 2013 |
![](../2008/image/speakers/MrJasonChu.jpg) |
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium
Topic: Discovering
CRE Innovation & Integration|Meeting Future Customer
Demand Today
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/charles_mark.jpg) |
Mr. Charles Mok,
Legislative Councilor (IT)
HKSAR Government
Topic: Power of
Social Influence, CRM and Customer Perception
Charles
Mok is the Legislative Councilor, representing the Information
Technology functional constituency, of the Hong Kong SAR Government. He is
the Chairman of the Professional Commons, a cross-sector professional public
policy think tank. He was also the Founding Chair of the Internet Society
Hong Kong, Honorary President of the Hong Kong Information Technology
Federation, Past Chair of the Hong Kong Internet Service Providers
Association.
Mr Mok
is a director of CE Dongli Technology Co. Ltd. and XInnet Technology
Information Co. Ltd. Previously, Charles was the Deputy Managing Director
and a co-founder of
HKNet Company Limited, one of Hong Kong’s earliest Internet service
providers, which was acquired by NTT Communications of Japan in 1999.
Mr Mok
is a member of the Consultation Panel of the West
Kowloon Cultural District Authority and CreateSmart
Initiative Vetting
Committee. Previously, Charles was a part-time member of the Central
Policy Unit, and a member of the Hospital Authority, 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.
Charles
was elected as a member of the First (1998), Second
(2000),
Third (2006) and Fourth (2011) Election Committees in the IT Subsector.
Charles 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. |
![](../image/MrTatsumi[1].jpg) |
Mr. Tatsumi Yamashita,
CEO
HDI (Help Desk
Institute)
Topic: Learn from
HDI Contact Center Benchmarking
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 |
![](../../image/speakers/TomMehrmann.jpg) |
Mr. Tom Mehrmann,
Chief Executive
Ocean Park Hong Kong
Topic: Service
Leadership - Innovation and Empowerment
Tom Mehrmann is the Chief Executive
of Ocean Park Corporation, Hong Kong’s marine life and
animal theme park, which hosts more than seven million
visitors annually. Founded in 1977, Ocean Park is a
not-for-profit statutory body.
Mr. Mehrmann started his career in the theme park
industry in 1977 at Knott’s Berry Farm in the United
States as a sweeper, cleaning the Park grounds. From
there, he spent the next 21 years progressively working
through various management and leadership roles,
eventually becoming Vice President of Park Operations
and Entertainment in 1996.
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, Spain, when the park was taken over by Six
Flags in 2000. He was responsible for the design,
development, construction and operation of the US$380
million Madrid Movie World, which opened in April 2002,
with revenues of US$75 million a year.
Since joining Ocean Park in 2004, he has directed the
activities of the Park to achieve nine record breaking
years of attendance, revenue and surplus, while leading
the effort of defining the HK$5.55 billion Master
Redevelopment Plan (MRP) for the future Ocean Park. The
6 year MRP broke ground in late 2006 and was completed
in July 2012 on time, on budget and with exceptional
quality. The MRP has successfully transformed Hong
Kong’s People’s Park into a leading world-class family
travel destination. The previously launched new themed
areas have also helped Ocean Park attract a record high
of 7.44 million guests for the calendar year ended 31
December 2012.
Highlighting the growth and evolution of Ocean Park
under Mr. Mehrmann’ s direction, the Park became the
first Asia recipient of the prestigious “Applause
Award”, the most significant recognition within the
global attractions industry recognizing a theme park for
its foresight, originality and sound business
development. The industry authorities, Themed
Entertainment Association (TEA) and AECOM, in the 2011
TEA/AECOM Global Attractions Attendance Report, ranked
Ocean Park Hong Kong as the world’s number 11, Asia
Pacific’s number four, and China’s number one, theme
park in terms of annual attendance.
In 2008/2009, Mr Mehrmann was named the “CEO of The
Year” in the Asia Pacific Customer Relationship
Excellence Award. In 2007, Mr. Mehrmann was presented
with the Executive Award of the DHL/SCMP Hong Kong
Business Awards 2007. He was also named Director of the
Year by the Hong Kong Institute of Directors in 2006.
Mr. Mehrmann also devotes efforts to the community and
to promoting tourism development in Hong Kong by serving
in the following positions under the organizations
below:
- Vice
Chair of the Advisory Committee of the School of Hotel &
Tourism Management, Hong Kong Polytechnic University
- Member
of the Advisory Committee on Hotel & Tourism Management
of the School of Hotel & Tourism Management, The Chinese
University of Hong Kong (Aug 1, 2012 to Jul 31, 2014)
- Committee
Member of the Travel/Tourism Committee of the Hong Kong
Coalition of Service Industries, Hong Kong General
Chamber of Commerce
- Member
of the Hong Kong Employers’ Federation of Hong Kong
- Member
of the American Chamber of Commerce
- Advisory
Committee Member of the Tourism Orientation Programme of
the Hong Kong Tourism Board
-
Sector/Subject
Specialist for the Hong Kong Council for Academic
Accreditation
- Member
of the International Association of Amusement Parks and
Attractions (IAAPA) Strategic Planning Committee
- Member
of the IAAPA Asian Advisory Committee
- Member
of the HKSAR Public Affairs Forum
A graduate of the California State University,
Fullerton, Mr. Mehrmann holds a Bachelor of Science
degree in Psychology. He also completed the Advanced
Courses organized by IAAPA in Theme Park Management at
Cornell University, Ithaca, New York. |
![](../../image/speakers/WardhaniSoedjono_new.JPG) |
Ms. Wardhani Soedjono,
Managing Director
PT VADS Indonesia
Topic: Quo Vadis,
Customer Experience?
Key
Consulting Experiences
-
•Started
career as an Executive Secretary and
has more than 30 years leadership
experience in various areas, such as
customer service, marketing,
corporate sales, channel management,
human resources, procurement,
quality and contract management.
-
•Consultant
for Malcolm Baldrige Performance
Excellence company-self assessment
for BUMN (government-owned)
companies in various industries,
such as Bank Mandiri, Petrokimia
Gresik, Adhi Karya, PTPN XIII, KBN,
PUSRI etc.
-
•Consultant
and Trainer for Service Excellence
at various companies in Indonesia
(e.g. IPEKA, PPM Manajemen, TELKOM,
Mobile 8, KBN, XL, Bakrie, Siloam
Hospital, haloBCA, Trimulia
International School, Ministry of
Manpower & Transmigration)
-
•Public
speaker and facilitator/trainer for
local and regional audience in
various subjects such as service
excellence, benchmarking, quality
management, channel/distribution
strategy, operational excellence,
effective PA/Secretarial, customer
satisfaction and contact center
management
-
•Registered
IBM Malcolm Baldrige Assessor
-
•Registered
IBM Benchmarking Coordinator
-
•Holds
certificate for Customer Operations
Performance Center (COPC) Registered
Coordinator
-
•2010
World Best Leader at Contact Center
World
-
•2011
Indonesia Industry Champion by
Contact Center World, Gold Coast,
Australia
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![](../../image/speakers/Christina%20Wong.jpg) |
Ms. Christina Wong,
Managing Director, Management Consulting
Accenture Company Limited
Topic: Engaging
Non-Stop Customers
Christina Wong is the lead Managing Director for Management Consulting Practice in Hong Kong. She has been with Accenture for 16 years focusing on helping companies in Greater China (and some in Asian countries) to achieve high performance through state-of-the-art business management knowhow. Her work covers corporate strategy, business model transformation, CRM, organization and talent strategy, supply chain and value chain management. Other than heading up the Management Consulting Practice in Hong Kong, Christina is also the lead for the Operations & Process Transformation Service under Management Consulting for the whole Greater China region.
Christina is an expert in customer experience model, operating model and business architecture design, sales and service transformation. She has led several major large-scale IT and business transformation programmes from planning to implementation. Christina’s experience is primarily focused on the banking industry. She has worked with many notable banks in the region. She also has substantial experience in the service industries.
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![](../../image/speakers/CutNoosy.jpg) |
Ms. Cut Noosy Keumalafajri,
Senior General Manager
PT XL Axiata Tbk
Topic: Getting the
Best Out of Our Managed Services Partnership
Personal Achievement
1.
1st Champion
of Indonesia Future Business Leader 2011, based on
Business Strategic Competition organized by SWA
Magazine, number 1 (one) business magazine in Indonesia
2.
1st Champion
of Business Woman Leader, based on female leadership
competition organized by Femina magazine, number 1 (one)
female magazine in Indonesia
Working Experience
Dec 2012 – Now as Service Partnership
Management Senior General manager, XL Axiata
Partnership Management
1.
Managing third
partie manage service partners
which handled ~ 2000 engineer staff to
ensure XL receiving proper support from them
2.
Improving XL network quality
by 80% by end of April 2013
Feb 2011
– Nov 2012 as Customer
Service General
Manager, XL Axiata
People Management
- Managing
1700 staffs (including 1000 manage service
staff) with 7 direct report
managers
-
Increase staff
ability by hard skill and soft skill
program including network aspects,
motivational periodic briefing,
internal sharing session and hand on as part of
people development
-
Change the mindset of Customer Service Department
from “Support” to “Driver”
Third Party Management
Managing third partie manage service
partners which handled ~ 1000 Contact Center
staff to ensure XL receiving proper
support from them |
![](../../images/bas_kuntz1[1].jpg) |
Mr. Sebastian Kuntz,
International Business Development & Board Member
Tripolis Solutions
Topic:
Email 3.0, Dynamic Email As Integral Part of Innovative Crosschannel Dialogue Marketing
Sebastian is working with companies in
the field of Video Conferencing, Intuitive Information,
Communication and Entertainment and trusted integrated
solutions for advanced Loyalty Programs for social
communities, telco’s, retail chains, etc. Sebastian is
also Advisory Board member of several companies. Until
2008, Sebastian was CEO of NetEconomy from 2003 on.
Under his leadership the company has grown to become a
leading supplier in Financial Crime Solutions for
Financial Institutions and the Telecom industry. After a
MBO in 2005, Sebastian sold the company to Fiserv, a
fortune 500 company, global leader in solutions for
Financial Institutions, in March 2007. Till end of 2008
Sebastian integrated several Fiserv organizations into
the Fiserv Fraud and Compliance division. Sebastian was
also involved in several Telecom initiatives and
co-founder of a Canadian/Dutch E-commerce company. He
also co-founded Entity Holding BV and was manager at Cap
Gemini’s Telecom & Services Division. |
![](../../image/Simon%20Lee.jpg) |
Mr.
Simon Lee,
Regional Director for Asia
Interactive Intelligence
Topic: Future of
Service Delivery
Simon Lee is the Regional Director for Asia. He
joined Interactive Intelligence Inc. (ININ), a
global provider of unified business communications
solutions for contact center automation, enterprise
IP telephony, and business process automation since
January 2001 and has been with the company for more
than 12 years.
Simon has been in the IT industry for the past 25
years. He started his career selling Wang mini and
mainframe computers. He then moved into BASS
Consulting, one of the largest software integration
companies in the country that does Systems
Integration, Turnkey Application Development and
traditional contact centre solution.
Prior to joining Interactive Intelligence, he worked
for SPL WorldGroup, a US-based CRM Consulting
company. During his tenure there, his charter was to
grow the company into one of the leading CRM
consulting companies in the region. He was
instrumental in growing the company three times its
size within the period of 18 months.
Simon was the first employee of ININ in the Asian
region and was responsible for the setting up of
ININ’s APAC HQ in Kuala Lumpur in January 2001. In
his current capacity as the Regional Director for
Asia, he is responsible for sales in Asia excluding
Japan.
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![](../image/ShirleyYeung.jpg) |
Ms.
Shirley Yeung,
Director, Customer
Relationship Management
CSL
Limited
Topic: The CSL
Journey to Customer Advocacy
Shirley Yeung is the Director of Customer
Relationship Management (CRM) for CSL Limited. In
this role she leads the customer service teams
across all CSL mobile brands in delivering top of
class customer service interactions.
Shirley brings over 10 years of in-depth experience
in customer service across a range of industries and
channels. In particular, she has extensive
experience in leading, consolidating and managing
the call centre for HSBC.
Prior
to joining CSL, Shirley was managing the service
function across visitor centres and the visitor
hotline for Hong Kong Tourism Board.
Shirley holds a B.Soc.Sc. Degree with The University
of Hong Kong.
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![](http://www.apcsc.com/image/ChenYiChing.JPG) |
Mr. Yi-Ching Chen,
CEO, Department of Customer
Service
Chunghwa Telecom Co.,
Ltd.
Topic:
Online and Offline Touching Service and Utilizing Social
Innovation
to Retain Customers
陳義清先生畢業於台灣成功大學交通管理科學系,任職中華電信30餘年,歷任數據分公司行銷處處長、總公司客服處副處長、處長,主要專長在客戶關係管理與經營、客服人力資源管理及行銷規畫管理等;負責中華電信全台15個客服中心督導3千多名員工,致力於客服人力素質提昇、作業流程標準化、服務精緻化與電話行銷、伴隨行銷精進作業,提供全台2300萬客戶中華電信高品質、高效率的客戶服務。近年積極對外拓展ICT客服業務,已帶領團隊成功獲得各項公部門委託之客服業務,並深獲好評。 |
![](../image/ATAC%20-%20PAC.GIF) |
Mr. PHUAH, Aik Chong,
Vice President, Information
Technology,
Astro
Malaysia Holdings Berhad
Topic: Driving Customer
Relationship Excellence with Innovation, Technology and
Integration
Mr
Phuah has overall responsibility of IT strategy and
roadmap in the company. This includes system development
and implementation of all IT initiatives in the
organisation in order to support the business growth and
sustaining its competitive edge, at the same time
continue to drive operational stability and efficiencies
through implementation of IT solutions and
standardisation. On top of that, he is also responsible
for end-to-end delivery of strategic projects in the
company. |
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![](../../image/speakers/Andy%20Liu.png) |
Mr. Andy Liu,
Technical Services Manager
IBM Solution & Services (Shenzhen) Co., Ltd (ISSC)
Topics: Integrated
Service Desk Delivery for Customer Centric Support
Andy Liu have been serving
in IBM for over 7 years, started from a customer service
representative, and promoted to a team leader, then the
operations Manager. Now Andy is the first line
manager of the call center, managing around 150 customer
service representatives across over 60 projects and is
responsible of the operations management, continuous
improvement, people management, BCP, customer
relationship management and new project development.
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![](../image/Zhaoli.jpg) |
Ms. Zhao Li,
Chief Executive Officer
Grand Media
Topics: Using
Social Media to create Customer Service Excellence
趙黎(grace zhao)在中國品牌營銷、公關關係、全媒體戰略、社會化媒體營銷等領域富有盛名,現任盛世瑞智國際文化傳媒集團CEO、全國縣域經濟髮展委員會新聞中心主任、3W互聯網主題咖啡廳股東、深圳市文化創意產业協會常務副會長、深圳企业傢協會副會長、深圳企业傢聯郃會副會長、深圳營銷協會副會長、深圳商业聯郃會理事、深圳讀書會副理事長。
北京金話筒評選金獎主持、入選2011年度時代新聞人物、入選2010年度品牌中國女性人物、入選2011年度商界時尚領袖人物、2011年度中國企业創新優秀人物、2012年度粉紅絲帶優秀公益人物
、2012年博鼇亞洲論壇“博鼇獎”年度經濟人物 。
著作:《微博贏銷》《企业微博內部講義》《玩轉微信實用攻略》百萬暢銷書《倖福書》主編 |
![](../../speakers/Sinamar%20Reyes.jpg) |
Sinamar Reyes,
Research and Development Manager for International
Operations
QNET
Topics:
Building the next Cloud, Social, Mobile CRM for the
Future Global Consumers
With over 14 years of proven expertise in a wide array
of skills ranging from Software Project Management,
Product Development, Business Analysis, E-Commerce, Web
Development and People Management, Sinamar has recently
advanced from being QNET’s IT Key Management person to
the company’s International Operations as Research and
Development Manager. His current portfolio focuses on
developing QNET’s Communication Platforms, particularly
the development of QNET mobile apps, which he already
brought to the next level by acquiring and spearheading
a software development company in the Philippines.
Upon joining QNET in 1999, Sinamar immediately took the
lead in two successful key QNET projects. He deployed
and launched QNET’s eCommerce Platform and headed the
overall management of the Compensation Plan engine.
Sinamar remains as one of QNET’s key top management
people who focuses and works hard in effectively
combining deep commitment to QNET’s overall development
and charitable pursuits. He has recently finished a free
bimonthly series of training and coaching to graduating
college students in HKUST where he shared valuable
knowledge and insights to aspiring IT and Business
Professionals.
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![](../../speakers/Rita.jpg) |
Ms. Rita Suttarno,
Senior Executive – Social Media
QNET
Topics: Building
the next Cloud, Social, Mobile CRM for the Future Global
Consumers Armed with more than 9
years experience in customer service, relationship
management, digital marketing and communications in
direct selling industry, Rita is responsible for
managing QNET's diverse and multi
lingual social media portfolio. She is responsible for
developing, overseeing & executing strategic social
media & digital initiatives across multiple channels,
regions, and languages that align with and support
QNET's core business goals. In a little over a year, she
has brought QNET's global and regional multilingual
social media platforms' performance to new heights. Her
proven track record includes successfully increasing
QNET's social influence and engagement, building new
channels, driving collaborations, managing content, as
well as leading a team of page and community managers
from different regions and cultures. |
![](../image/Stephen%20Tai.jpg) |
Mr. Stephen Tai,
Telebet Manager (Tin Shui Wai)
The Hong Kong Jockey Club
Topic: Modern Workplace Design for Contact Centres
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![](../../image/Thomas%20Yip.jpg) |
Mr. Thomas Yip,
Managing Director
Seascope Risk Services (Hong Kong)
Limited
Mr. Thomas Yip has over 33
years of experience in insurance industry specializing
in global insurance placement and strategic global
business development. Thomas has solid experience
in handling complex and large corporate programs of
diverse industries. Prior joining Seascope, he was
an Executive Director of Willis Hong Kong Limited
responsible for Network and Corporate Accounts Practice
Group. His role in Willis involved leading a team
of senior executives to manage and grow the portfolio of
large and multinational accounts.
Seascope Insurance
Services Limited ("SIS") is an independent Lloyd's
Insurance Broker, founded in 1970, specialising in
marine insurance and reinsurance. Seascope Risk Services
(Hong Kong) Limited ("SRSHK") is the risk management and
general insurance practice of SIS in Asia Pacific Region
with office in Hong Kong.
In 2013, Thomas had also
been appointed by ‘Professional Insurance Brokers
Association” (PIBA) as an Executive Committee
responsible for monitoring and disciplinary auditing.
PIBA has been one of the approved bodies of insurance
brokers in Hong Kong authorized by the Office of the
Commissioner of Insurance (OCI), to approve license to
an insurance broker and to regulate the conduct of
Members, their Chief Executives and Technical
Representatives (“registrants”) since 1995. |
![](../../image/speakers/Guomanjiang.jpg) |
Mr. Guo Manjiang,
Deputy general manager
China Pacific Life Insurance Co
Yunnan branch
於2001年加入中國太平洋人壽保險股份有限公司雲南分公司,先後擔任分公司核保核賠部、營運部總經理,大理中心支公司總經理,人力資源部總經理,2012年被聘任為雲南分公司副總經理。負責規劃、推動雲南分公司全轄和13家分支機搆的營運工作和客戶服務體系建設。積極落實集團公司及壽險總公司“堅持以客戶需求為導向”的戰略轉型,以“滿足客戶需求,注重客戶體驗,提升服務價值,打造卓越營運”為目標,以轉型主力隊伍為定位,以“穩中求進,奮發有為”為工作基調;以隊伍建設為核心,以提升營運服務能力為重點,通過創新驅動著重從“效率、品質、滿意、成本、風險”五個維度提升營運整體服務能力,
構建體驗良好的客戶服務接觸介面,提升客戶滿意度和忠誠度;認真落實總公司營運工作計畫及轉型落地項目,通過消耗相對最少的資源為加快轉型提供最大的營運支援,達成總公司條線和分公司的具體經營目標,最終實現公司可持續價值增長。 |
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