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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:为新一代成立创新及科技卓越中心
Charles Mok is the Legislative Councilor,
representing the Information Technology functional
constituency, of the Hong Kong SAR Government. He
was the Founding Chair of the Internet Society Hong
Kong, Honorary President of the Hong Kong
Information Technology Federation, and Chair of the
Hong Kong Internet Service Providers Association.
Further to his work in ICT, Charles is active in
public services. He is the Chairman of the
Professional Commons, a cross-sector professional
public policy think tank, and member of the
Consultation Panel of the West Kowloon Cultural
District Authority and CreateSmart Initiative
Vetting Committee. Moreover, Charles served as
member of Central Policy Unit, 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 graduated from Purdue University with
Bachelor Degrees of Science in Computer and
Electrical Engineering and Master Degrees of
Science in Electrical Engineering, and worked with
SunSoft Inc and Digital Equipment Corporation in
the United States.
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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. |
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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 |
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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. |
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陈顺同先生
香港点灯有限公司客户供电服务組高级工程师
演讲题目:公共服务创新及企业社会责任达致杰出顾客关系服务
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.
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王晓艰女士
国际商业机器科技(深圳)有限公司运营经理
演讲题目:客户为先
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。
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张健先生
联想集团联络中心总经理
演讲题目:以顾客为中心的顾客服务知识管理中心
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。 |
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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。 |
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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). |
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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. |
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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. |
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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.
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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. |
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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.
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Liew
Swee Lin小姐
Astro Malaysia Holdings Berhad 首席商务主任
演讲题目:
超越 - 迈向优化数码之旅
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米辉波先生
呼叫中心及服务外包研究院院长
长期從事呼叫中心、客戶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設立、组建和运营,具有丰富的客戶服务运营管理经验,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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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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Thomas Goh先生
Hay Group总监
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. |
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