朱刚岑先生
 
亚太顾客服务协会主席

演讲题目：成功敬业度创新加强杰出顾客关系服务领导力和忠诚度

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。

莫乃光先生

立法会议员（信息科技界），太平绅士

演讲题目：现今商业环境中社交媒体的策略性价值

莫乃光，现任立法会信息科技界议员，从事信息科技及电讯业二十多年，为公共专业联盟主席及香港互联网协会创会主席，是为人熟悉的信息科技界领袖和互联网先驱。他致力捍卫香港的核心价值，在贡献业界之余，他以民主、自由、人权、法治和自主的理念，积极参与多项公职服务。莫乃光于美国普度大学取得计算机及电机工程学士及硕士学位。

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

Mr. Hennie Heymans
行政总裁
DHL Express South Africa

演讲题目：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

技术分配主管

演讲题目：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.

黄志荣博士

环球华人精英咨询公司首席合伙人

演讲题目: 2015科技趋势

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. 为我互联: 商业高度定制化。
2. 成果经济: 硬件缔造实际成果。
3. 平台革命: 新生态、新产业。
4. 智慧企业: 超大数据、智能系统
5. 员工再造: 人与机器无间合作。
 

王志荣博士拥有近30年在全球顶尖咨询公司及综合性大型企业的工作经历, 他在信息技术、客户关系管理、人力资源、财务、供应链管理等领域都有丰富的实战经验。王博士曾任职埃森哲管理咨询公司, 担任数据服务部大中华区董事总经理, 并在四年间成功组建及管理一支超过170人的全球管理咨询团队, 致力于数据分析、供应链管理、业务流程管理和变革管理等咨询业务，在此期间他不仅为公司创造了卓越的绩效，并成功培养一群企业专才转型为咨询管理顾问，且团队敬业度指标大幅超越全球平均值。
王博士亦曾在电讯盈科、毕马威咨询、和记电讯等国际知名企业担任副总裁、助理总监和高级经理，在ERP、CRM和数据分析（Analytics）应用方面成就卓著, 亦曾成功领导专家小组实施多个国内重大的ERP/CRM项目。当中成功协助电讯盈科从企业IT部门， 成功转型为咨询及系统集成公司， 雄霸在中国电信市场的ERP实施项目，在合同总额达5亿的多个全国性ERP项目, 任实施方案总设计师和交流组组长, 是各ERP项目中的灵魂人物。王博士是一位能够应用新兴技术及管理理论帮助企业管理者的专家, 通过梳理业务流程、加强内部管控、提高运营效能来优化整体业务运营。王博士经常在国内就业务流程重整及IT应用演讲，对如何利用先进资讯科技和现代化管理方法以改善营运效率，有广泛的实战经验。他能结合电信行业、资讯科技及IP的专业知识，给客户提供综合IT&T服务以强化运营效率及拓展崭新商机，协助不同行业之企业及机构进行信息化转型。

方硕稳先生

富达基金(香港)有限公司亚太区客户服务总监

演讲题目: 金融服务业中达致杰出顾客关系及体验策略

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.

简浩贤先生

香港航空航空服务总监

演讲题目:香港航空服务创新及最佳实践

彭国仪先生

富卫人寿保险(百慕达)有限公司电子商贸总监

演讲题目: 网上分析及数码推广