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。

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.

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

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.

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
 

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.

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.      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.

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.

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。

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.

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.

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

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.
 

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.

戴德铨先生

香港赛马会电话投注经理(天水围)

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.

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。