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朱刚岑先生
亚太顾客服务协会主席
演讲题目:发掘杰出顾客关系创新整合 今日满足超越顾客未来需要
朱先生为亚太顾客服务协会创办人及主席,朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准,以新的概念进行了一系列的顾客服务研究,包括亚太区客服中心及顾客关系管理基准调查,顾客满意度及期望的研究,以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。
朱先生是客服管理产业的先驱,多年来与美国、澳洲、中国及其它国际顾客服务相关组织,推动建立全面国际认证课程,以推动客服中心及顾客服务业内从业人士的专业资格及发展,包括顾客关系管理总监证书课程,客服中心资深经理证书课程,客服中心专业人员证书课程等。
毕业于美国加州柏克莱大学(University
of California, Berkeley)工业工程及营运研究系学士及硕士,朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师,经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。 |
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莫乃光先生
立法会议员(资讯科技界)
香港天云融创科技有限公司
董事
云谷网络(香港)有限公司
董事
驣思创智有限公司
执行董事
香港互联网协会
创会主席
公共专业联盟
主席
香港信息科技商会
荣誉会长
演讲题目:社交影响、顾客关系管理及顾客感知的力量
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. |
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山下辰巳先生
日本Help
Desk Institute行政总裁
演讲题目:学习HDI联络中心的基准报告
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 |
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苗乐文先生
海洋公园行政总裁
演讲题目:服务领袖 -
创新与授权
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. |
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Wardhani Soedjono女士
印尼PT VADS 行政总裁
演讲题目:顾客体验未来的趋势
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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黄雪明女士
埃森哲香港区管理咨询服务主管董事总经理
演讲题目:接待不停的客户
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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Cut Noosy Keumalafajri女士
PT XL Axiata Tbk 高级总经理
演讲题目:我们管理服务伙伴关系中的最佳实践
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) |
Sebastian Kuntz先生
Tripolis Solutions国际业务发展及董事会成员
演讲题目:电邮3.0,
动态电邮于创新跨渠道对话营销的整合
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. |
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Simon Lee先生
Interactive Intelligence Inc. 亚洲区总监
演讲题目:未来的服务提供
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.
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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:CSL达至拥护客户之旅
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。 |
![](http://www.apcsc.com/image/ChenYiChing.JPG) |
陈义清先生
中华电信公司股份有限公司总公司客户服务处副总经理
演讲题目:线上线下感动服务,善用社群创新网住客户
陈义清先生毕业于台湾成功大学交通管理科学系,任职中华电信30余年,历任数据分公司行销处处长、总公司客服处副处长、处长,主要专长在客户关系管理与经营、客服人力资源管理及行销规画管理等;负责中华电信全台15个客服中心督导3千多名员工,致力于客服人力素质提升、作业流程标准化、服务精致化与电话行销、伴随行销精进作业,提供全台2300万客户中华电信高品质、高效率的客户服务。近年积极对外拓展ICT客服业务,已带领团队成功获得各项公部门委托之客服业务,并深获好评。 |
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PHUAH, Aik
Chong先生
Astro
Malaysia Holdings Berhad 信息技术高级副总裁
演讲题目:运用创新、科技和整合推进杰出顾客关系服务
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. |
![](../../image/speakers/Andy%20Liu.png) |
刘涛先生
IBM中国深圳全球服务执行中心技术服务经理
演讲题目:综合服务提供以客为本的支援
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.
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赵黎女士
盛世瑞智国际文化传媒CEO
演讲题目:运用社会化媒体创造卓越服务
赵黎(grace zhao)在中国品牌营销、公关关系、全媒体战略、社会化媒体营销等领域富有盛名,现任盛世瑞智国际文化传媒集团CEO、全国县域经济发展委员会新闻中心主任、3W互联网主题咖啡厅股东、深圳市文化创意產业协会常务副会长、深圳企业家协会副会长、深圳企业家联郃会副会长、深圳营销协会副会长、深圳商业联郃会理事、深圳读书会副理事长。
北京金话筒评选金奖主持、入选2011年度时代新闻人物、入选2010年度品牌中国女性人物、入选2011年度商界时尚领袖人物、2011年度中国企业创新优秀人物、2012年度粉红丝带优秀公益人物、2012年博鼇亚洲论坛“博鼇奖”年度经济人物。
著作:《微博赢销》《企业微博内部讲义》《玩转微信实用攻略》百万畅销书《倖福书》主编 |
![](../../speakers/Sinamar%20Reyes.jpg) |
Sinamar Reyes先生
QNet Limited 研究和开发经理
演讲题目:
建立未来全球消费者新一代云端、社交、移动顾客关系管理
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.
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![](../../speakers/Rita.jpg) |
Rita Suttarno 小姐
QNet Limited 社交媒体高级主管
演讲题目:
建立未来全球消费者新一代云端、社交、移动顾客关系管理
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. |
![](../image/Stephen%20Tai.jpg) |
戴德铨先生
香港赛马会电话投注经理(天水围)
演讲题目:
现代客服联络中心工作环境设计
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![](../../image/Thomas%20Yip.jpg) |
叶国辉先生
凯达企业风险管理(香港)有限公司董事总经理
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. |
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郭漫江先生
中国太平洋人寿保险股份有限公司云南分公司副总经理
于2001年加入中国太平洋人寿保险股份有限公司云南分公司,先后担任分公司核保核赔部、营运部总经理,大理中心支公司总经理,人力资源部总经理,2012年被聘任为云南分公司副总经理。负责规划、推动云南分公司全辖和13家分支机构的营运工作和客户服务体系建设。积极落实集团公司及寿险总公司“坚持以客户需求为导向”的战略转型,以“满足客户需求,注重客户体验,提升服务价值,打造卓越营运”为目标,以转型主力队伍为定位,以“稳中求进,奋发有为”为工作基调;以队伍建设为核心,以提升营运服务能力为重点,通过创新驱动着重从“效率、质量、满意、成本、风险”五个维度提升营运整体服务能力,
构建体验良好的客户服务接触接口,提升客户满意度和忠诚度;认真落实总公司营运工作计划及转型落地项目,通过消耗相对最少的资源为加快转型提供最大的营运支持,达成总公司条线和分公司的具体经营目标,最终实现公司可持续价值增长。 |
![](../2008/image/speakers/MrJasonChu.jpg)
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朱刚岑先生
亚太顾客服务协会主席
演讲题目:发掘杰出顾客关系创新整合.今日满足超越顾客未来需求
朱先生为亚太顾客服务协会创办人及主席,朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准,以新的概念进行了一系列的顾客服务研究,包括亚太区客服中心及顾客关系管理基准调查,顾客满意度及期望的研究,以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。
朱先生是客服管理产业的先驱,多年来与美国、澳洲、中国及其它国际顾客服务相关组织,推动建立全面国际认证课程,以推动客服中心及顾客服务业内从业人士的专业资格及发展,包括顾客关系管理总监证书课程,客服中心资深经理证书课程,客服中心专业人员证书课程等。
毕业于美国加州柏克莱大学(University
of California, Berkeley)工业工程及营运研究系学士及硕士,朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师,经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。 |
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莫乃光先生
香港天云融创科技有限公司
董事
云谷网络(香港)有限公司
董事
驣思创智有限公司
执行董事
香港互联网协会
创会主席
公共专业联盟
主席
香港信息科技商会
荣誉会长
演讲题目:
顾客关系管理新纪元:社交媒体及流动平台
莫先生现任香港天云融创科技有限公司董事、云谷网络(香港)有限公司董事及驣思创智有限公司执行董事。莫先生曾任
HKNet
之副董事总经理及创办人,成功将其发展成区内极具领导地位的互联网服务供货商及新一代电讯公司;
HKNet
于1999年被日本
NTT Communications
收购。
莫乃光先生是公共专业联盟主席,该联盟为香港首个关注公众议题的跨界别专业智库。他也是香港互联网协会创会主席、香港信息科技商会荣誉会长、香港计算机学会医疗信息科技分组主席、香港总商会数码、信息及电讯委员会副主席,并曾任无国界工程师
(香港)
理事会委员、香港互联网供货商协会主席和创办人。
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》。 |
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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 |
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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。 |
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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。 |
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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。 |
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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。 |
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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. |
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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.
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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.
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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”。 |
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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) |
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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. |
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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.
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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.
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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.
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![](../image/複製%20-AL%20Kwok.jpg)
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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).
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![](../../image/CharliePownall.jpg) |
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.
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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.
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![](../../image/David-400.jpg) |
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.
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![](../../speakers/Francesco_Furnari.jpg) |
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. |
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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. |
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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.
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