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.

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.

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

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.

Ms. Wardhani Soedjono, Managing Director

PT VADS Indonesia

Topic: Quo Vadis, Customer Experience?
 

Ms. Cut Noosy Keumalafajri, Senior General Manager

PT XL Axiata Tbk

Topic: Getting the Best Out of Our Managed Services Partnership

Personal Achievement
1.      1^st Champion of Indonesia Future Business Leader 2011, based on Business Strategic Competition organized by SWA Magazine, number 1 (one) business magazine in Indonesia

2.      1^st 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

1. Managing 1700 staffs (including 1000 manage service staff) with 7 direct report managers
2. 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
3. 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

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.

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.

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.

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。

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.

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

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.
 

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.

Mr. Stephen Tai, Telebet Manager (Tin Shui Wai)

The Hong Kong Jockey Club

Topic: Modern Workplace Design for Contact Centres

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.

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。