朱剛岑先生
 
亞太顧客服務協會主席

演講題目：發掘傑出顧客關係創新整合　今日滿足超越顧客未來需要

朱先生為亞太顧客服務協會創辦人及主席，朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準，以新的概念進行了一系列的顧客服務研究，包括亞太區客服中心及顧客關係管理基準調查，顧客滿意度及期望的研究，以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其他國際顧客服務相關組織，推動建立全面國際認證課程，以推動客服中心及顧客服務業內從業人士的專業資格及發展，包括顧客關係管理總監證書課程，客服中心資深經理證書課程，客服中心專業人員證書課程等。

畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士，朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師，經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。

莫乃光先生

立法會議員（資訊科技界）
香港天雲融創科技有限公司  董事

雲谷網絡(香港)有限公司  董事

驣思創智有限公司  執行董事

香港互聯網協會  創會主席

公共專業聯盟  主席

香港資訊科技商會  榮譽會長

演講題目：社交影響、顧客關係管理及顧客感知的力量

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.

山下辰巳先生

日本Help Desk Institute行政總裁

演講題目：學習HDI聯絡中心的基準報告
 

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

苗樂文先生

海洋公園行政總裁

演講題目：服務領袖 - 創新與授權


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.

Wardhani Soedjono女士

印尼PT VADS 行政總裁

演講題目：顧客體驗未來的趨勢

埃森哲香港區管理咨詢服務主管董事總經理

演講題目：接待不停的客戶

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.

Cut Noosy Keumalafajri女士

PT XL Axiata Tbk 高級總經理

演講題目：我們管理服務夥伴關係中的最佳實踐

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

Sebastian Kuntz先生

Tripolis Solutions 國際業務發展及董事會成員

演講題目： 電郵3.0, 動態電郵於創新跨渠道對話營銷中的整合

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.

Simon Lee先生

Interactive Intelligence Inc. 亞洲區總監

演講題目：未來的服務提供

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.

楊翠雲小姐

香港移動通訊有限公司客戶關係管理總監

演講題目：CSL達至擁護客戶之旅

楊翠雲現任客戶關係管理總監，負責帶領CSL旗下品牌的客戶服務團隊，致力提供卓越的客戶服務。

楊小姐擁有逾十年客戶服務的豐富經驗，領導、整合及管理匯豐銀行的客戶服務中心。楊小姐在加盟CSL之前，負責管理香港旅遊發展局熱線和遊客中心。

楊小姐持有香港大學的社會科學學士學位。

PHUAH, Aik Chong 先生

Astro Malaysia Holdings Berhad 信息技術高級副總裁

演講題目：運用創新、科技和整合推進傑出顧客關係服務

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.

劉濤先生

IBM中國深圳全球服務執行中心技術服務經理

演講題目：綜合服務提供以客為本的支援
 

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.

趙黎女士

盛世瑞智國際文化傳媒CEO

演講題目：運用社會化媒體創造卓越服務

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先生

QNet Limited 研究和開發經理

演講題目： 建立未來全球消費者新一代雲端、社交、移動顧客關係管理

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.
 

Rita Suttarno 小姐

QNet Limited 社交媒體高級主管

演講題目： 建立未來全球消費者新一代雲端、社交、移動顧客關係管理

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.

戴德銓先生

香港賽馬會電話投注經理(天水圍)

葉國輝先生

凱達企業風險管理(香港)有限公司董事總經理

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.

郭漫江先生

中國太平洋人壽保險股份有限公司雲南分公司副總經理

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。