Speakers & Panelists of
Leadership
Summit 2016 |
![](../2008/image/speakers/MrJasonChu.jpg) |
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium
Topic: Innovation
Customer Experience Strengthen Future CRE Consumer
Loyalty
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.
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![](../../image/speakers/lklj.jpg) |
Honorable Joseph LEE
Kok-long, SBS, JP, PhD, RN,
Legislative Councilor (Health
Services)
HKSAR Government
Topic:
Could Healthcare CRM Optimize Patient Satisfaction and
Safety?
Prof. Hon.
Joseph Lee Kok-long is a Member of the Legislative
Council of the Hong Kong Special Administrative
Region, and Professor & Head of Division of Nursing
& Health Studies at the Open University of Hong
Kong.
Prof. Lee was awarded Justice of Peace in 2006 and
the Silver Bauhinia Star in 2009 by the Government
of the HKSAR.
He has been appointed by the Chief Executive of the
HKSAR as member of a couple of community services,
just to name a few, the Housing Authority, the Equal
Opportunities Commission, Operational Review
Committee of the Independent Commission Against
Corruption, and the Commission on Strategic
Development.
Prof. Lee is also the Chairman of Association of
Hong Kong Nursing Staff, member of the Hospital
Governing Committee of Ruttonjee & Tang Shiu Kin
Hospitals, and honorary research fellow of the
Asia-Pacific Institute of Ageing Studies at Lingnan
University of Hong Kong.
Prof. Lee received his nursing education in the
School of General Nursing at the Queen Mary Hospital
in 1980. He obtained his Bachelor of Nursing Degree
from the La Trobe University, Australia in 1992. His
Masters Degree was on nursing and education from the
University of Edinburgh, United Kingdom. In 2002,
being the first PhD graduate of the Lingnan
University, Hong Kong, Prof. Lee completed his
thesis titled Ascertaining Patient Condition: a
grounded theory study of diagnostic practice in
nursing.
Prof. Lee's major fields of academic and clinical
specialties are health care policy, workplace
violence in nursing, primary health care and nursing
politics. He is committed to these fields as a
researcher, educator and political advocate. Prof.
Lee has been invited as keynote speaker of local and
international conferences, and has published papers
in various referred journals.
|
![](../../image/speakers/TomMehrmann.jpg) |
Mr. Tom Mehrmann,
Chief Executive
Ocean Park Hong Kong
Topic: Sustainable
Leadership: Aspirations to Expectations
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 Madrid Movie
World, which opened in April 2002.
Since joining Ocean Park in 2004, he has directed the
activities of the Park to achieve eleven record-breaking
years of attendance or 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. Not only did the MRP successfully
transform Hong Kong’s People Park into a leading
world-class family travel destination, it also enabled
us to achieve new heights in attendance. During the
2014/15 fiscal year, the Park has recorded its
third-highest ever annual attendance.
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”
in November 2012, 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 2014
TEA/AECOM Global Attractions Attendance Report, ranked
Ocean Park Hong Kong as the world’s number 13, 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:
- 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
- Member of the International Association of Amusement
Parks and Attractions Foundation
- 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. |
![](../../image/speakers/Randy%202.jpg) |
Ms. Randy Lai,
Managing Director
McDonald's Restaurants
(Hong Kong) Limited
Topic: Uplifting
Customer Experience Through Innovation Excellence
Randy Lai is the Managing Director of
McDonald’s Hong Kong. Randy manages over 230 restaurants
with around 15,000 employees that serve about 1 million
customers per day. An experienced McDonald’s veteran for
over 17 years, she was formerly the first female
Managing Director of McDonald’s Singapore. Born and
raised in Hong Kong, Randy is the first Managing
Director nurtured in this market.
Under Randy’s leadership, McDonald’s Hong Kong not only
prides itself as one of the high growth markets enjoying
the highest guest count during peak hour, it also
receives numerous awards in the aspects of people
management, leadership marketing and operations
excellence. These include the Gold Award from the Hong
Kong Management Association Quality Award Scheme in
2012, the recognition by the Aon Hewitt for the Best
Employers Award in 2007, 2011, 2013 and 2015, the Grand
EFFIE Award in 2012, 2013 and 2014 for three consecutive
years, and for the 16th time running, Next Magazine’s
“Top Service Awards” in 2014.
Besides being named as CEO of the Year 2011 at the Asia
Pacific Customer Relationship Excellence Awards, Randy
also won the CIM Marketer of the Year and the
Distinguished Marketer in 2006 from the acclaimed Hong
Kong Management Association/TVB Awards. In 2012, Randy
was honored the Young Alumni Award from Western
University.
Apart from having a keen business mindset, Randy also
put great emphasis in being a good corporate citizen and
leads McDonald’s Hong Kong to provide all-rounded
support to Ronald McDonald House Charities of Hong Kong
in helping those seriously ill children and their
families.
Given her vast experience and profound expertise in the
industry, Randy is devoted to contribute to the
community. She is the Marketing Management Committee of
The Hong Kong Management Association since 2010, the
Adjunct Associate Professor in the Department of
Marketing of The Chinese University of Hong Kong since
2012 and serves as a member of Departmental Advisory
Committee of the Department of Management and Marketing
of The Hong Kong Polytechnic University since 2013.
Furthermore, she joins the Organizing Committee of HKMA
Sustainability Award since 2016. |
![](../image/MrTatsumi[1].jpg) |
Mr. Tatsumi Yamashita,
CEO
HDI (Help Desk
Institute)
Topic: Trend and
Expectation of Support Industry in Japan
Tatsumi Yamashita, a Founder and CEO of HDI-Japan,
is one of the most influential leaders in the support
services industry in Japan and Asia. He developed
Contact Center Benchmarking in 2006, which is the
largest benchmarking database in Asia Pacific. The
Benchmarking grades all evaluated 2,000 centers to four
rankings: 3 Star, 2 Star, 1 Star and No Star, therefore,
it is well-known as the ‘Michelin Red Guide’ for the
customer service industry.
Tatsumi Yamashita has 30 years of
experience in the support industry 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 are applied toward the advancement of Japanese
support environments. He 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 now. Tatsumi
became one of the 2016 HDI Hall of Fame Inductees
recognizes influential members of the community for
their outstanding contributions to HDI. |
![](../../image/speakers/OlivierNjamfa.jpg) |
Mr. Olivier Njamfa,
President & CEO
Eptica, UK
Topic:
Transforming Customer Engagement with the Use of
Linguistics
Presentation
Outline:
1. Why Linguistics is
important?
2. What Eptica Does?
3. What are the business benefits?
4. Customer success stories
Olivier Njamfa co-founded Eptica in 2001.
Previously, he was VP and COO of Com6, leading European
e-CRM software company. From 1999 to 2001, Olivier
managed the International Indirect Operations of
Showcase, software provider of Business Intelligence and
Datamining solutions. From 1995 to 1999, Olivier was
Director of Finance and Banking at Comshare (Business
Intelligence Applications provider) and then MD for
France. Between 1987 and 1995, Olivier served as Sales
Manager and then Regional Director of Saari, French
leader in accounting software. Olivier is a graduate of
NEOMA Business School
and holds an MBA from ESCP Europe, Paris, France.·
Business Angel and co-founder at Seed4Soft.com
(www.seed4soft.com) |
![](../../image/speakers/TroyBarnes.jpg) |
Mr. Troy Barnes, Head
of Customer Experience
AIA Bhd.
Topic: AIA
Bhd.'s Customer Experience Management Strategy
Troy Barnes is Head of Customer Experience, AIA Bhd,
where he is responsible for developing AIA Malaysia’s
customer experience blueprint. Prior to joining AIA, Mr.
Barnes held local and regional senior management
positions with ING in Japan, Korea, Hong Kong, Taiwan
and Australia, where he achieved substantial top and
bottom line value with a focus on delivering better
service to customers. Troy has extensive experience in
change management, process improvement, Lean Six Sigma
operations, IT, program and project management
throughout Asia Pacific.
Troy hold a Bachelor’s degree in Business (majoring in
IT), from LaTrobe University Australia. |
![](../../image/speakers/StanleyKan.jpg) |
Dr.
Stanley Kan,
Director,
Service Delivery
Hong Kong Airlines Limited 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. |
![](../../image/speakers/JoyCaneba.jpg) |
Ms.
Joy Cañeba,
Chief Executive Officer
Philippines AirAsia
Topic:
CRE Leadership &
Service Innovation in Airlines Industry
Joy was appointed as Chief Executive
Officer in 1 April 2014. A lawyer by profession with
vast experience in corporate legal matters, Joy has been
an advisor and counsel to AirAsia in its efforts to
enter the Philippines and establish its brand and
operations there. She was also instrumental in AirAsia
Inc.’s acquisition of Zest Airways Inc. via strategic
alliance in 2013, a partnership that paved the way for
AirAsia in the Philippines to operate on a much larger
scale to/from Ninoy Aquino International Airport, the
Philippines’ major international gateway.
Armed with a unique combination of legal training,
expertise and exposure to the Philippines corporate
environment, Joy led the Philippine team along the
complex and challenging regulatory environment. It was
during this period in 2014 that Zest Airways
successfully launched its new corporate name and fully
rebranded as Philippines AirAsia in 2015, offering
Filipinos more choices, better value and enhanced
services across a larger network.
Joy has a degree in Communications Management from the
Assumption College of Makati City, Manila, and finished
her Bachelor of Laws degree from the University of Santo
Tomas also of Manila. She passed the Philippine Bar
Examination in 2005 and ranked among the top 20 passers.
After her studies, she worked in law firm where she
specialized and sealed major corporate transactions
involving air transportation, business process
outsourcing, mining, banking, retail, labor, taxation
and renewable energy.
A passionate traveller and self-confessed shopaholic,
Joy also dabbles in photography and likes spending her
free time with kids doing community works. |
![](../../image/speakers/Alex_Chan.JPG) |
Mr.
Alexander Chan,
Senior Programme Director/College Principal Lecturer
HKUSPACE
Topic:
Digital Leadership
In the late 1980s, Dr Alexander Chan
(Alex) went to a boarding school in the North of England
for his secondary education. He then went on to study
his bachelor’s degree in Computer Systems Engineering
and his master’s degree in Information Technology for
Manufacture at Warwick University. Altogether he lived
and worked in the UK for nearly 20 years. In 1996, Alex
graduated from Cardiff University with a PhD degree in
Self-Organising Neural Networks for Control Chart
Pattern Recognition (which was a discipline in the area
of Quality Control in Manufacturing). Alex was then
offered a research position with the Engineering
Department at Cardiff University where he conducted
research funded by the European Union and taught
engineering students both at the undergraduate and
postgraduate levels.
Looking for a new professional challenge, Alex decided
to join Symbian, which was a leading mobile software
company in London at the time, in their marketing and
sales department in 1999. Before long, Alex was promoted
as a Senior Account Manager in charge of key accounts
such as Psion and Motorola, as well as a great number of
technology partners in Western Europe. Alex was also
sponsored by Symbian to study a part-time MBA during his
tenure there. Since then, Alex has worked in many
leading mobile technology and internet companies in the
UK and Europe. The well-known customers that he has
successfully managed and developed business with over
the past 15 years include Nokia, Samsung, Motorola, LG,
Microsoft, Toshiba, Panasonic, HTC, Huawei and China
Mobile.
From 2004 to 2011, Alex worked for two European mobile
technology outsourcing companies (Elektrobit and Teleca)
as their VP of Sales for Asia Pacific in their regional
headquarters in Beijing. His responsibilities
encompassed marketing, sales, business development, key
account management, setting the regional strategy for
Asia Pacific and managing cross-regional and
cross-cultural sales teams based in Japan, Korea, Taiwan
and the Greater China region. Alex led his teams to
excel in making new business wins, negotiating tough
commercial contracts, setting complex technology
licensing deals and outsourcing mobile development
projects. The annual revenue target carried by Alex and
his team was in excess of €40M.
In February 2014, Alex joined the Institute for China
Business at HKU SPACE as Senior Programme
Director/College Principal Lecturer. He is now Head of
Centre for Management and Innovation. The programmes
managed by Alex’s centre in both Mainland China and Hong
Kong include Integrated Practicing Management (IPM),
Digital Strategy and Business Transformation (DSBT) and
Integrated Innovation for Product and Service Design (IPSD).
Leveraging the rich experiences that Alex has had in
both the academia and the business world, he now
specializes in teaching Management, Business and
Innovation. His favourite motto is “Think like a man of
action. And act like a man of thought.” |
![](../../image/speakers/alexpang.jpg) |
Mr.
Alex Pang,
Director, Digital Commerce
FWD Life Insurance Company
(Bermuda) Limited
Topic:
Web Traffic Source and Web Analytics
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. |
![](../../image/speakers/Gwen2.jpg) |
Ms. Gwen Wang,
Vice President, Customer Service
DHL-Sinotrans International Air
Courier Ltd.
Topic:
Being Insanely Customer Centric
Wang Jun-Ying (Gwen Wang), who joined DHL-Sinotrans JV
early in 1996 and was successively appointed as Key
Account Team Leader, Key Account Supervisor, Key Account
Support Manager in North Area Customer Service
Department and National Contact Centre Manager and
National Customer Service Director in National Customer
Service Department. Currently act as Customer Service
Vice President in charge of operational management and
development in China Region customer service centers of
over 500 seats. |
![](../../image/speakers/MarkDevadason.jpg) |
Mr.
Mark Devadason,
Sustainability Leader
Standard Chartered Bank
Topic: Why
corporate sustainability matters and strategies for
leadership through social purpose
Mark is a global leader in the sustainability
and social purpose field leveraging his geographically
diverse and commercial business experience at leading
financial institution Standard Chartered Bank. Mark has
had broad based management experience with Wholesale
Banking, Consumer Banking and Human Resources and as a
country CEO for Standard Chartered Bank in Thailand from
2008-2010 and in Japan from 2003-2007.
Mark Devadason's last role at
Standard Chartered was the Global Head of
Sustainability, based out of Hong Kong. He was in charge
of the Group’s overall Sustainability agenda, a core
part of the Bank’s strategy to build a sustainable
business through contributing to economic growth,
leading as a responsible company and investing in the
future of communities. Mark led a team responsible for
the Bank’s environmental and social risk management
function and all the Bank’s environment, employee
volunteering and community investment activities.
Mark was also
a member of the Board of Standard Chartered Bank in
Thailand and Chairman of the Fundraising Committee for
the Bank’s charity Seeing is Believing which was
committed to raising USD100mn by 2020.
In his role
as CEO Thailand, Mark steered the management team and
the Bank through an extremely complex economic and
political environment, delivering strong results and a
refreshed consumer banking strategy. His leadership on
employee engagement initiatives led the bank to win the
Gallup Great Workplace award in 2010.
In 2015, Mark
has been additionally responsible for successfully
launching an enterprise-wide social collaboration tool,
based on the Jive platform, to promote internal
networking and collaboration across the company. He has
also led the Bank’s founding sponsorship of the global #TellEveryone
campaign to promote the Global Goals for Sustainable
Development to 7 billion people within 7 days of the
Goals being ratified at the UN General Assembly.
During his
tenure in Thailand, Mark also served as Chairman of the
British Chamber of Commerce of Thailand and Second Vice
Chairman of the Association of International Banks.
Whilst in Japan, he served on the Board of the British
Chamber as well and took on the role of Chairman of the
Banking Sector Committee of the International Bankers
Association.
Since January
2015, Mark serves on the the board of the San Francisco
based NGO Business for Social Responsibility (BSR.org)
and is on the Advisory Board of the Ethical Corporation
(www.ethicalcorp.com).
He graduated
from the University of Bristol, UK in 1985 with a
Bachelors degree in Philosophy and Economics. Mark has
also completed several management programs, including
courses at INSEAD, Templeton and the London Business
School. He is married with two children and enjoys
photography, tennis, golf and jogging in his spare time.
Recent
speaking engagements
▪ 26 November 2015 - Sri Lanka Chamber of Commerce, 2015
Corporate Citizens Awards Event, Colombo - Key Note
Speaker
▪ 4 September 2015 – Habitat for Humanity Asia Pacific
Housing Forum 5 in HK “Topic: How can organisations
tackling poverty housing engage local volunteers?
▪ 17 August 2015 – Sasin University Sustainable
Development Symposium in Bangkok “Topic: Challenges for
Implementation of UN Goals for Sustainable”
▪ 4 August 2015 – US Chamber Webinar on SDG “Topic:
Women and Girls Empowerment.”
▪ 7 May 2015 – Ethical Corporation, Responsible Business
Summit Asia in Singapore. Topic: “How to translate
sustainability internally to get employee buy-in and
move beyond a philanthropy”
▪ 10 Mar 2015 – BSR HerFinance Conference “Topic:
Building Financial Capability through Education”
▪ 25 Feb 2015 – KPMG Global Citizenship Conference in
Delhi “Topic: Market Outlook – A comprehensive strategy
for leadership & impact”
▪ 27 Jan 2015 – SDGs Breakfast Club in HK “Topic: post
2015 UN Sustainable Development Goals, and how it could
integrate into the different industries we are operating
in”
▪ 21 Aug 2014 – Stock Exchange of Thailand “Topic:
Sustainability”
Recent online
Interviews
▪ Boyden/FTI Interview
• https://www.boyden.com/media/9793/28/a_discussion_with_standard_chartered/index.html#
▪ The Ethical Corporation - Leadership Series
•www.ethicalcorp.com/business-strategy/ethical-corporation-leadership-series-mark-devadasonglobal-head-sustainability
▪ The Daily FT - Sri Lanka
• www.ft.lk/article/509303/Importance-of-Environmental--Social-and-Governance-for-businessleaders-from-SDGs |
![](../../image/speakers/ElaineChan.jpg) |
Ms.
Elaine Chan,
Chief Health Officer
Zurich Insurance Company Ltd
Topic:
Your
employees is your customers
Elaine Chan is the Chief Health
Officer of Zurich’s General Insurance business in Hong
Kong. She is responsible for managing the strategic
development and performance of Zurich’s accident and
health insurance business.
Ms. Chan has extensive experience in building
distribution channels, partnership alliances, product
development, as well as best practices in healthcare and
medical insurance business for over 25 years. Prior to
joining Zurich, she was with AXA as Chief Health
Distribution Officer. She has also worked with numbers
of key insurers including AIA, Manulife, CIGNA and BUPA,
focusing mainly on employee benefits and medical
insurance.
Currently, Ms. Chan is a task force member of the Food
and Health Bureau’s primary care working group; a member
of Consultative Group on Health Protection Scheme under
Health and Medical Development Advisory Committee as
well as co-opted member of Working Group on Regulation
of Private Hospitals under the Steering Committee on
Review of Regulation of Private Healthcare Facilities.
She is also an appointed mentor of Mentorship program
for School of Public Health and Primary Care of the
Chinese University of Hong Kong.
She is now Deputy Chairperson of the Healthcare Reform
Taskforce, committee member of Medical Insurance
Association and has also been served as Chairperson of
Medical Insurance Association during 2006-2009 under the
Hong Kong Federation of Insurers. |
![](../../image/speakers/JackChan.jpg) |
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. |
![](../../image/speakers/Sudesh.jpg) |
Mr. Sudesh
Thevasenabathy, Head of Customer Experience
AXA Hong Kong
Topic: Customer Centric Culture –
Enabling Change from Within
Sudesh Thevasenabathy brings with him
more than 15 years of experience specialising in
customer experience, process efficiencies and change
management across multiple industries including
telecommunications, consumer products, manufacturing,
banking as well as more recently insurance, through his
tenures with HSBC and Bank of America Merrill Lynch
before joining AXA Hong Kong two years ago.
In his current role, Sudesh is Head of Customer
Experience at AXA Hong Kong where he leads the
company-wide customer centricity and experience
programme spanning across the Life, Health and the
Property & Casualty businesses delivering numerous
customer experience enhancements through the deployment
of rapid and agile approaches which have translated to
immediate and significant changes throughout. This
transversal programme covers both customer experience
improvements and employee culture change. The radical
approach in enhancing customer experience resulted in
AXA Hong Kong winning two 2016 APCSC CRE Awards for Best
Customer Experience Management of the Year, and Employee
Engagement Programme of the Year.
Sudesh is an Electronics and Computing engineering
graduate and is Six Sigma and Lean trained. A change
agent at heart, he is passionate about delivering the
best customer experience possible at every level of any
organisation. |
![](../../images/yuanxing.jpg) |
Mr. Samuel Yuan,
Vice President – Channel Operation Management and
Convergence Product
Far EasTone Telecommunications Co., Ltd
Topic: Service from the Heart
Graduated from State University Of New York at Buffalo
B.S. Degree in Business Administration with
concentration in Financial Analysis and MIS
Management History.
Creative leader with 25-plus-year track record at
service -driven Fortune 500 firms such as Northwest
Airlines, Citibank, Disney and FarEasTone. Outstanding
leadership and team-building skills; experience managing
staffs of up to 2000 and budgets of US$60 million.
Samuel Yuan joined FarEasTone in 2001 and is currently
the VP of Channel Operation Management and Convergence
Product. Before becoming Channel Operation Management
and Convergence Product head, he also held other
important position such as Retail Channel head, Consumer
Marketing head as well as Customer Service & Collection
head. Prior to joining FarEasTone, Samuel Yuan has more
than 20 years of experiences in the field of sales,
marketing and customer service, working for Disney,
Citibank and Northwest Airlines in United States, Hong
Kong and Taiwan.
He has served for the past 8 years, in the role of
Executive Director for TCCDA – Taiwan Call Center
Development Association which he was also one of the
founding members in 2002. In 2007, together with eight
other AP region countries; Hong Kong, China, Singapore,
Malaysia, Philippines, Indonesia, Australia and Korea
founded APCCAL – Asia Pacific Contact Centre Association
Leaders. |
![](../../image/speakers/Liufeng.jpg) |
Frank Liu,
Lenovo Clustering Users Service Director
Lenovo Services
Topic: Application
of User Feedback Mechanism in Lenovo Services
任职经历: 04-16财年,先后任联想CCC 消费笔记本在线服务负责人,OSD Lenovo业务运营负责人,现任OSD 3C产品在线服务负责人
带领团队超过450人 团队分布北京、无锡、合肥三地 为Think和Lenovo用户提供微信、Chat、电话及网站等多种服务 |
|
![](../../image/speakers/LeoZhang.jpg) |
Mr. Leo Zhang,
Operation Director
AIA Company Limited Beijing Branch
Topic: We do care what you care
about
工作简历:
2013年10月-至今 友邦保险北分 服务运营共享中心 总监
2003年5月-2013年10月 恒安标准人寿 两核总监
1997年1月-2003年4月 平安保险天津分公司 首席理赔师
保险行业任职资格:
1. 中国保险行业协会“千人计划”首批核心人才
2. 中国保险行业协会“千人计划”人身保险理赔核心专家
3. 北京市保险行业协会“消费者权益保护暨反保险欺诈委员会”副主任
4. 北京市保险行业协会“保险合同纠纷调解委员会寿险专业委员会”委员
5. 北京保险行业协会个人会员
专业资格及职称情况
1. LOMA:FLMI(高级寿险管理师), ACS(客户服务师)
2. 中国保监会:保险公估人、保险代理人、保险经纪人资格
3. 中国人力资源和社会保障部:中级保险经济师资格
4. 曾于南开大学兼职任教《保险法课程》
专业论著:
笔名:静远,代表作:
1.
2014年,参与中国保险行业协会专业能力认证统编教材《人身保险理赔》的编写、出题、授课等工作,全书供稿超过10万字。
2.
2012年,《从人身保险拒赔事由适用与限制评析<保险法>》一文在保监会举办的“新《保险法》实施三周年”征文活动中,从500多篇参赛作品里脱颖而出,获优秀论文奖。
3.
学术专著《保险法评论(第一卷)》,中国法制出版社,2008年5月发表论文:《保险受益权若干法律问题探讨—兼论<保险法>相关条款的检讨与修正》
4.
专著《保险案例汇编》,中国时代经济出版社,2007年9月发表论文:《保险责任竞合时,求偿事项选择权在权利人》;转载论文:《没有原始收据,保险公司可以拒赔》
5. 《上海保险》2006年7月发表论文:《寿险投保人变更相关法律问题的研究》
6. 《上海保险》2004年11-12月连载发表论文:《我国法律背景下,身故保险金受益人解析》
7. 《保险研究》2003年11月发表论文:《没有原始收据 保险公司可以拒赔》 |
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