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：为新一代成立创新及科技卓越中心

苗乐文先生

海洋公园行政总裁

演讲题目： 国际主题公园服务创新及企业持续发展
 

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.

山下辰巳先生

日本Help Desk Institute行政总裁

演讲题目：日本顾客体验管理趋势及基准

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

Frits Fraase Storm先生

Tripolis Solutions全国总监

Topic: 从顾客服务到顾客参与的演变

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.

宋学武先生

海尔集团海外顾客服务总监

演讲题目: 云服务交互平台打造最佳顾客体验

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。

黄国全教授

香港大学工业及制造业工程系系主任

演讲题目: RFID在大中华区电子商贸的应用及未来趋势

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).

赵汝星先生

QNet Limited首席资讯主任

演讲题目: 让下一代电子客户投入云端、移动及分析

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.

 甘志深先生

八达通卡有限公司技术总监

演讲题目: 八达通卡创新、未来顾客流动性及商业要求

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.

 Nikhil Advani先生

AIA Bhd. 渠道营销集团主管

演讲题目: 与顾客再联系

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.

 John Jansen先生

Interactive Intelligence Inc. 国际市场推广副总裁

演讲题目: 运用多媒体服务策略来丰富客户体验

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.

 余美燕小姐

演讲题目: 青衣电话投注中心成功推行杰出客户关系服务的策略和实施方法

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. 

 Liew Swee Lin小姐

演讲题目: 超越 - 迈向优化数码之旅