Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Successful Engagement to Innovate and Strengthen Loyalty and CRE Leadership

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.

Honarable Charles Mok, JP, Legislative Councilor (IT)

HKSAR Government

Topic: Social Media Strategic Value in the current business environment

Mr. Tom Mehrmann, Chief Executive

Ocean Park Hong Kong

Topic: Sustainable Leadership

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. Hennie Heymans, Managing Director

DHL Express South Africa

Topic: Straight to the Top Strategy for Effective Leadership & Organizational Development

Hennie Heymans is the Managing Director for South Africa DHL Express.

Heymans, who joined DHL Express thirteen years ago, was in his previous position responsible for the Central Africa and the Indian Ocean Islands (CENIO) region. In his role as MD, this supply chain professional and international shipping specialist looks after the South African business division and ensures that the region lives up to the brand’s global reputation and service standards.

His responsibilities include ensuring excellent customer service and support levels, for both local and international clients. Heymans has been instrumental in driving change and implementing new innovative processes and strategies for the company. His top priorities for 2015 as Managing Director will be to continue to grow market share, particularly within the SME industry, and to ensure that various service-related initiatives are launched in order to better service this market. He will also ensure that the South African division maintains their certification of excellence for the 2015 period.

Prior to his current role, he served as the Managing Director for Olivetti Lexikon, and as the FM and GM for Multichoice Africa in South Africa.

Heymans is highly passionate about his employees and regards employee satisfaction as a key component to cultivating business commercial success. He is married with two children.

Mr. Shalilatharash Jalil, Head of Distribution Technology

AIA Bhd.

Topic: AIA Digital Platform Revolution

Shalilatharash Jalil is the Head of Distribution Technology of AIA Bhd. Shalil was part of the Senior Leadership Team that oversaw the integration of AIA’s businesses in Malaysia following the company’s acquisition of ING Malaysia, the largest M&A in Malaysia’s insurance sector.

He is responsible to drive AIA’s pioneering innovative distribution technology - Interactive Point-of-Sales (iPoS). This industry-changing iPad-based solution enables AIA’s Life Planners to submit policy applications electronically, transforming the way AIA does business. Under his leadership, iPoS has won multiple global technology awards, including Model Insurer Asia Awards and Asia Insurance Technology Awards.

Shalil has 15 years of experience across multiple industries where he has had roles in project management, application management, IT strategic planning and operations support. He believes that game-changing technology solutions can be achieved by striking the right balance between meeting business needs and technology innovation, supported by a strong marketing and communications strategy.

Professor Gerard Prendergast, Associate Dean (School of Business), Head (Department of Marketing)

Hong Kong Baptist University

Topic: Leveraging Online Word of Mouth

Gerard Prendergast is Professor of Marketing, Head of Department, and Associate Dean in the School of Business, Hong Kong Baptist University. He previously held faculty positions in a variety of countries, having taught Bachelor, Master and Doctoral programs in New Zealand, Singapore, the UK, Hong Kong, Mainland China, Africa and the Middle East. His research focuses on marketing communications and he has published in journals such as the Journal of Advertising, Journal of Advertising Research, Psychology & Marketing, International Journal of Advertising, Personality and Individual Differences, Public Relations Review and the European Journal of Marketing. He is Associate Editor of the International Journal of Advertising, and is on the editorial boards of several leading journals. In has received awards from the Journal of Advertising, International Journal of Advertising, Marketing Intelligence and Planning, the American Academy of Advertising and Emerald Literati. The Journal of Advertising ranks him 13th in the world in terms of advertising research productivity.

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

Ms. Malou Caluza, Chief Marketing Officer

QNet Ltd.

Topic: Driving Global eCommerce with Multi-Channel, Mobile, Apps and Social Media Integration
 

Ms. Malou Caluza has been in the Customer Service industry for more than 20 fruitful years. At present, she is one of QNET’s key top management people who focuses and works hard in effectively combining deep commitment to charitable pursuits and high-octane sports sponsorships, winning internal and external customer engagement, and the marketing and sales of quality lifestyle products and services. To also further testify her passion and commitment to the Customer Service industry, her latest achievements include:

• APCSC CRM Director of the Year Award, Hong Kong
• APCSC Global Support Services of the Year, Hong Kong
• APCSC Integrated Support Team of the Year, Hong Kong
• APCSC Best Use of Knowledge Management, Hong Kong
• Contact Center World Best Contact Center (In-House) , Asia Pacific Category, Singapore
• Contact Center World Best Contact Center Executive in the Asia Pacific category, Singapore
• Contact Center World Best Contact Center (In-House) , World Category, Las Vegas Nevada USA
• Contact Center World Best Executive in the World category, Las Vegas Nevada USA.

Malou’s signature has always been one of her favorite priceless possessions. She believes that it is a reflection of her hard work, personality and convictions.  Her personal signature always follows the inspiring closing, “In service”. This explains her winning success formula.

Ms. Rosa Ho, Customer Services Controller

The Hongkong Electric Co., Ltd.

Topic: Customer Relationship Excellence for Public Service Innovation in Customer Caring

Rosa Ho is the Customer Services Controller of HK Electric Co., Ltd. She oversees the Customer Centre and Call Centre operation for serving 570,000 customers. The operation covers customer enquiries and requests on customer accounts matters. In addition to her over 15 years experience in leading the team in delivering excellent services to customers, she has substantial experience in implementing various system and service enhancement projects, including revamp of customer information system, various Call Centre related systems, smartphone Apps, SMS enquiry services and caring services for the minority. Rosa also works on customer communication and develops diversified customer engagement programmes to succeed and achieve service excellence.

Dr. Lawrence Wong, Managing Director

GCE Counsulting Limited

Topic: Technology Trends 2015

Social, Mobility, Analytics, Cloud (SMAC) and increasingly the Internet of Things (IoT) have become driving forces behind rapid evolution of digital businesses. Dr. Lawrence Wong will highlight the latest research findings published by Accenture on five emerging technology trends and explain how they affect our business world.

1. The Internet of Me
2. Outcome Economy
3. Platform Revolution
4. Intelligent Enterprise
5. Workforce Reimagined

Dr. Lawrence Wong is a veteran IT / consulting professional and has around 30 years’ working experience, managing over 100 IT, Finance and Consulting projects through working in global top consulting firms like Accenture / KPMG and renowned listed conglomerates like PCCW / Hutchison. Currently Dr. Lawrence is a Managing Partner in GCE Consulting focuses to provide training and advisory services on Big Data and Digital Transformation. He helps traditional businesses sketching boundaries in their journey to become digital businesses and advises organizations on enterprise transformation through utilizing digital capabilities to change their operating models, to develop new products / services and to connect to digital consumer channels / markets.

He frequently provides public speeches in Greater China to share international trends and applications of how
advanced enterprises establish competitive advantages through digital technologies.

Has been the Managing Director of Accenture Consulting for Analytics and has successfully established and trained up a team of 170+ enterprise executives to become management consulting (MC) professionals. While far exceeding all performance targets, his global MC team has also achieved a record-breaking staff engagement score significantly higher than global average level.

Has also been the Vice President in PCCW leading the telecom practice to secure 4 nationwide ERP projects amounting over RMB 500M. He successfully helped transforming PCCW internal IT workforce to become Business Consulting
and dominated the ERP market of Telecom industry in China.

Has Fellow Accountancy memberships in HKICPA (HK) and ACCA (UK) with 20 years' post qualification experience.

With one Doctorate degree, two Master degrees (e-Commerce, MBA) and one Bachelor degree (Statistics & Computer
Science), all from Global top universities. Certified Value Architect and Quality Assurance Director in Management Consulting.

Mr. Michael Fong, Head of Customer Experience and Customer Services, Asia

Fidelity Worldwide Investment

Topic: Strategic Steps to Achieve Customer Relationship and Experience Excellence in Financial Services Industry

Michael Fong is based in Hong Kong and responsible for driving the Customer Experience efforts in the region and the Customer Services function in Hong Kong. Michael joined Fidelity in November 2007 and held various roles within the business and operations.

Prior to joining Fidelity he served as the Head of Retail for E*Trade Financial in Asia, where he was responsible for building and expanding the retail business. In addition, Michael has also worked at CITIC Ka Wah Bank in Hong Kong and the TD Bank Financial Group in Canada, Hong Kong and Singapore. He has over 18 years of experience in the financial industry where he has gained extensive experiences across various functions including operations, business analysis and client relations.

Michael holds a Bachelor’s degree in Actuarial and Management Science from the University of Manitoba, Canada and an Executive MBA degree from the Richard Ivey School of Business, Western University, Canada.

Mr. Stanley Kan, Director, Service Delivery

Hong Kong Airlines Limited

Topic: Hong Kong Airlines Service Innovation and Best Practices

Dr. Stanley Kan is an expert in aviation and has been working in different fields of the aviation industry for almost 20 years. In 1995, he started his career as an Airport Traffic Officer and then gradually progress into areas of Ground Services, Inflight Ops, as well as Human Resources and Administration. He has also been doing a lot of research and studies on aviation in order to contribute his knowledge for the betterment of the industry. In 2013, he held the position as Project Director, leading the transformation of Hong Kong Express Airways from a Full Service Airline to a Low Cost Carrier (LCC). Dr. Kan is currently the Director of Service Delivery Department of Hong Kong Airlines. He is also the Managing Director Hong Kong Aviation Ground Services Limited.

Dr. Kan graduated from the University of Nanjing and obtained a PhD in International Human Resources Management. His research topics also focus on government policies regarding population.

Dr. Kan actively participates in public services and holds various positions in both Macau and Hong Kong. He is the President of Macau Professional Development Association, Deputy Chairman of GuangXi Youth Commercial Association of Macao, Principle Researcher of Hong Kong Sustainable Development Research Institute, Full member of HKMA, Member of Y. Elites Association, as well as the external advisor of HKU Space aviation course.

Ms. Mimi Fu, Director, Training & Development

Ocean Park Hong Kong

Topic: Ensuring Ocean Park is an Employer of Choice

Mimi Fu has a diverse working background with years of working experiences in Hong Kong, Greater China, and South East Asia regions in the areas of Learning and Development and Sales and Marketing of the hospitality industry. Mimi has worked extensively with different industries, gaining concrete working experiences professionally from many different organizations or industries.

Mimi currently is the Director of Learning and Development for Hong Kong Ocean Park Corporation. Some of her major responsibilities inclusive but not exhaustive of the development of leadership programs for executive and management teams, coordination of executive coaching for executive team, succession planning / talent management initiatives, individual development planning, staff incentive and recognition programs, performance appraisal and objectives settings, and many other organizational development initiatives of Ocean Park. She also looks after the internal communication. Mimi works extensively with external HR consultants on various consultancy works such as the development competency model, communication study, and formulation of partnering charter, performance management system, and engagement survey and so on. Mimi works closely with Line departments to truly capture the business issues, over tailor-made training courses and work supporting programs or resolutions ensuring the sustainability and growths of the business.

Mr. Alex Pang, Director, eCommerce

FWD Life Insurance Company (Bermuda) Limited

Topic: Web Analytics and Digital Marketing

Internet veteran with 15 year experience in digital marketing; focused on search marketing, search marketplace and traffic quality in recent years. Joint FWD in early 2015 as director of eCommerce, looking after the web development and web analytics projects.

Mr. Jack Chan, General Manager

The Specialist Consortium Ltd.

Topic: Finally, Tele-medicine that works!

Mr. Chan began his career in the Healthcare industry in 2002. He has accumulated significant Sales and Client Service experience in a senior post in a publicly listed healthcare company until he started his own business providing consultancy services to medical groups in 2007. The company’s management services cover Hong Kong, Macau and PRC. In addition, Mr. Chan’s management services reach APAC regional through AA International – a regional assistance service provider with global network support.

Mr. Chan currently is responsible for the operations of The Specialist Consortium Limited. The company works with a group of elite specialists focusing on high-end healthcare service in Hong Kong and China.

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.