Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Online & Offline Integration on Customer Experience Management for CRE Customer Journey

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: Creating The Center of Excellence in Innovation and Technology for Future Generation

Mr. Tom Mehrmann, Chief Executive

Ocean Park Hong Kong

Topic: Service Innovation & Corporate Sustainable growth for international theme park

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.

Mr. Tatsumi Yamashita, CEO

HDI (Help Desk Institute)
 

Topic: Customer Experience Management Trend and Benchmarking in Japan

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. Frits Fraase Storm, Country Director

Tripolis Solutions

Topic: The Evolution from Customer Service to Customer Engagement

Frits is a highly experienced Program Manager and Entrepreneur with over 25 years experience in enabling software solutions. Proven track record with Strategic Accounts, Software Development, Marketing and Program Management. Frits develops strategic long-term board level relationships across the world in various cultures. One of his key drivers is long term customer care.
In the last 10 years established several new ventures in the software and services industry. Last year Frits moved to Shenzhen and is currently setting up the Tripolis email, mobile and social media brand as Country Manager Hong Kong in the Hong Kong and Shenzhen area.

Before establishing new ventures his work experience includes Senior Manager at Ernst & Young and Business Unit Manager at KSI, a Dutch E-learning company.

Mr. S.T. Chan, Senior Customer Supplies Engineer

The Hongkong Electric Co., Ltd.

Topic: Public Service Innovation and CSR towards Customer Relationship Excellence

Mr. S.T.Chan graduated in 1991 from the Brighton Polytechnic (UK) with a Bachelor of Engineering in Electrical and Electronic Engineering. He also finished his Bachelor of Laws from the Manchester Metropolitan University (UK) in 2006. ST has joined Hongkong Electric since 1991 and after working for 22 years in Customer Installation Section, ST became the Head of the Customer Supplies Section responsible for customer accounts management for all Hongkong Electric customers. His responsibilities include running the call centre and customer centre, meter reading, customer billing, credit control and customer service enhancement programs.

ST has been a Chartered Engineer and a member of the Hong Kong Institution of Engineers and the Institution of Engineering and Technology in the UK.

Ms. Joanna Wang, Operation Manager

IBM Solutions & Services (Shenzhen) Co., Ltd.

Topic: Client First

2004年毕业于大连外国语学院，韩日双语本科学历。08年加入IBM，主要负责AP 项目和日本项目。

Mr. Zhang Jian, General Manager

Lenovo Services

Topic: Customer-centric oriented Customer Service Knowledge Management Center

张健，联想中国区在线服务交付中心总经理。曾担任联想大客户服务、服务产品开发及营销的负责人。具有客户关系管理、项目管理、产品研发、产品营销及企业管理的丰富经验。 从2012年开始负责联想在线服务交付中心业务管理工作，致力于打造三网合一的服务体系，提升联想客户忠诚度及用户服务体验。在他的带领下，联想在线服务交付中心，从传统的客户联络中心升级为关注用户服务体验，快速响应市场动态，着力打造粉丝经济的互联网服务中心，在PC+服务、互联网转型、助力业务等方面均取得大幅突破。
 

Mr. Song Xue Wu, Director, Oversea Customer Service Center

Haier Electrical Appliance Co. Ltd., China, Managing Director

Topic: Cloud Services Interactive Platform Create Best Customer Experience

2003年毕业于中国农业大学，主修经济管理，1997年加入海尔集团， 曾活躍於集团旗下空调销售有限公司的服务事业部及顾客服务经营公司。並於2006年擢升海外服务总监,职责为创海尔海外市场用户第一美誉，服务成本最优化曾获。集团首席执行官嘉奖，为十大标兵之一。

Professor George Huang, Department Head of Industrial and Manufacturing Systems Engineering

The University of Hong Kong

Topic: RFID Applications and Future Trend in Greater China eCommerce

Dr George Q. Huang is a Professor in Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong. He gained his BEng and PhD in Mechanical Engineering from Southeast University (China) and Cardiff University (UK) respectively. He has conducted research projects in areas of Collaborative Product Service System Development, Real-Time Manufacturing and Logistics Management with substantial government and private grants. He has published over 250 refereed articles in journals and conferences in addition to two monographs and two edited reference books. He serves as associate editors and editorial members for several international journals. He is a Chartered Engineer (CEng), a member of HKLA (HK), IEE(UK), HKIE(HK), ASME(USA), and IIE(USA).

 Mr. Malcolm Chiu, CIO

QNet Limited

Topic: Engaging the next future digital consumers with cloud, mobile & analytics

Mr. Chiu is a seasoned IT professional with a hands-on business approach. He received his Bachelor of Science degree in Systems Design Engineering from University of Waterloo with a Management Science Option. Mr. Chiu was the Director of Information Technology for two different North American multi-site manufacturers in different industries. In 1996, he was one of the 9 final candidates for CIO Magazine Canada’s ITX Award. During his career, he has gained insights in the area of Business Process Re-engineering and Operations Metrics.

Mr. Chiu’s experience in Asia started in the late 90’s in helping an automotive component supplier to establish a Joint Venture factory in Ningbo, China and then became a Board Member for the JV. He relocated to Hong Kong with his family several years ago to help an international high-tech manufacturer to develop its Asia business activities followed by an assignment to lead a high-end manufacturer in Hong Kong to establish its global market presence in a new market segment. He is currently the Chief Information Officer for QNet in Hong Kong where he is applying his extensive experience in driving transformational projects in complex organizations to help develop the company’s Next Generation Platforms, Technology Products and Digital Ecosystem for its global online ecommerce.
 

 Mr. Sammy Kam, Technical Director

Octopus Cards Limited

Topic: Innovation on Cards and Mobility for Future Customers and Business Requirements

Mr. Kam is the Technical Director at Octopus, managing a team of ITprofessionals with diversified skills and extensive experience in contactless smart card applications, central clearing house system design and large-scale international projects. He has over 20 years of experience in software development and system integration projects.

He is a chartered engineer and holds a Master of Science degree in Information Systems Management and an MBA degree. Before joining Octopus, he has worked in the software engineering departments of leading computer vendors, including Digital Equipment Corporation and Unisys China Limited.

 Mr. Nikhil Advani, Group Head of Channel Marketing

AIA Group

Topic: Reconnecting with customers

Nik Advani is the Group Head of Channel Marketing for AIA Group-the largest independent publicly listed pan-Asian life insurance group with operations in 17 markets across Asia Pacific.

Nik is responsible for the development and execution of the Customer Marketing and Analytics strategy for AIA. He is focused on increasing cross-sell/up-sell to existing customers, optimising new customer acquisition and ensuring customer retention. Nik leads the Group Digital Marketing team which drives AIA’s mobile, social and web marketing strategy across the region.

Prior to joining AIA, Nik worked with New York Life where he was Vice President – Individual Annuities, based in New York. He was responsible for end-to-end product management for variable and fixed annuities, competitive intelligence and management of fund partners.

Before joining New York Life, Nik worked with Prudential Plc’s US and Indian businesses and held several senior roles across product management and marketing at Jackson National and ICICI Prudential Asset Management. He has also worked with Genworth International, in their business development function and was responsible for developing their retirement business internationally.

Nik has a strong track record of innovation and holds a patent on a retirement product in the US. A technology geek at heart, Nik is constantly looking for ways to leverage digital technology to deliver a better customer experience and delivery commercial value. He has over 19 years work experience and is passionate about the marketing and distribution of financial services.

He holds a MBA from the Columbia Business School, New York.

 Mr. John Jansen, Vice President of International Marketing

Interactive Intelligence Inc.

Topic: Leveraging Multichannel Service Strategies to Maximize Customer Experience

John Jansen was appointed Director of International Marketing for Interactive Intelligence in January of 2012. He currently holds the portfolio as Vice President of International Marketing.

Jansen, a native of the Netherlands, joined Interactive from the consumer goods industry, where he held international marketing leadership roles at Gillette and Procter & Gamble.

Within Gillette and Proctor & Gamble, Jansen covered marketing communications, product, trade and B2B marketing, mostly on the Duracell brand.

Jansen joined Duracell in the Benelux in 1991 as Product Manager and ultimately served as Business Unit Director for Duracell and Stationery Products (Parker, Papermate, Waterman) before moving to the US in 2001, where Jansen led Global Marketing programs for Duracell as part of Procter and Gamble through 2007.

In addition, Jansen held marketing positions at Whirpool (household appliance) and Trust (computer peripherals) in the Netherlands.

Jansen has a bachelor's degree in international business and languages from Rotterdam University, a master’s in marketing from NIMA in Amsterdam and a post-graduate from Chicago School of Business.

Ms. Arist Yue, Telebet Manager (Tsuen Wan & Tsing Yi)

The Hong Kong Jockey Club (HKJC)

Topic: Successful Achievement of CRE by the Tsing Yi Telebet Centre – Strategy and Practice

Arist Yue has joined The Hong Kong Jockey Club for 6 years. She started to serve as a Betting Control Centre Manager (Operations) overseeing the integrated raceday control activities and made decisions / recommendations in handling contingent situations in the Customer and Marketing Division. She was then transferred to work for the Channels and Organisational Development Division to look after two Telebet Contact Centres at the Shatin Racecourse with the core responsibilities of effective running of the daily telephony services and forecasting of the Racing and Lottery customer demand. She is now being rotated to work at the Tsing Yi Contact Centre to take charge of the telephony services and the Control Room operations. Prior to joining HKJC, she worked for Federal Express as the Asia Pacific (APAC) – Quality and Service Excellence Manager with the core responsibilities of assuring and enhancing the services quality of all functions, operations groups and Supply Chain Service Centres in the Asia Pacific Division.

Arist acquired double master degrees in the “Management of Logistics/Operations Management” and “Information System in Business Administration” from the University of MacQuarie and Canberra of Australia. She was certified in ISO, Six Sigma and Customer Service Management in various associations. She had won several prestigious awards from her worked and working companies, the Logistics Association of Australia and the Asia Pacific Customer Service Consortium. 

Ms. Liew Swee Lin, Chief Commercial Officer

Astro Malaysia Holdings Berhad

Topic: Going Beyond – Our Continuous Journey to Be Better & Making Digital Work

Mr. Mike Mi, President

Academy of Contact Center & BPO (ACCB)

Mike has successfully established call center in Shanghai, Beijing and Dalian. Rich experience in call center management, project management, people management and business development. First promote CRM Call Center concept in China.
 

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.

Dr. Thomas Goh, Director

Hay Group

Dr. Thomas Goh is a Director at Hay Group and an industry veteran who has delivered consulting services to clients in Asia Pacific, Europe, Middle East and North America. He has strong interests in Change Management, Leadership and Talent Development and Employee Engagement. His clients include Fortune 500 companies, global conglomerates, regional players and public sector organizations. Thomas holds a doctorate degree in Change Management from University of Western Australia and a Fellow at Hong Kong Institute of Directors.