朱剛岑先生
 
亞太顧客服務協會主席

演講題目：成功敬業度創新加強傑出顧客關係服務領導力和忠誠度

朱先生為亞太顧客服務協會創辦人及主席，朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準，以新的概念進行了一系列的顧客服務研究，包括亞太區客服中心及顧客關係管理基準調查，顧客滿意度及期望的研究，以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。

朱先生是客服管理產業的先驅，多年來與美國、澳洲、中國及其他國際顧客服務相關組織，推動建立全面國際認證課程，以推動客服中心及顧客服務業內從業人士的專業資格及發展，包括顧客關係管理總監證書課程，客服中心資深經理證書課程，客服中心專業人員證書課程等。

畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士，朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師，經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。

李國麟教授

立法會議員（衛生服務界）， 教授，銀紫荊星章，太平紳士

演講題目：衛生服務 傑出顧客關係服務能提升病患滿意度、防止安全隱患嗎？

苗樂文先生

海洋公園行政總裁

演講題目：國際主題公園服務創新及企業持續發展


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.

黎韋詩小姐

麥當勞 (香港)有限公司董事總經理

演講題目：追求卓越創新，提升顧客體驗

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.

山下辰巳先生

日本Help Desk Institute行政總裁

演講題目：日本顧客體驗管理趨勢及基準

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

Olivier Njamfa先生

英國Eptica主席及行政總裁

演講題目：語言應用實現顧客參與模式轉型

演講概要：

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)

Troy Barnes先生, 

友邦保險顧客體驗主管


演講題目： 友邦保險的顧客體驗管理策略

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.

簡浩賢博士

香港航空航空服務總監

演講題目:香港航空服務創新及最佳實踐

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.

陳斌先生

香港大學專業進修教育學院管道推廣總主管

演講題目：數碼領袖
 

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.”

彭國儀先生
 

富衛人壽保險(百慕達)有限公司電子商貿總監
 

演講題目: 網上分析及數碼推廣

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.

王珺盈小姐
 

中外運-敦豪國際航空快件有限公司顧客服務副總裁

演講題目: 一切以客戶為中心
 

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 in National Customer Service Department. Currently act as National Customer Service Director in charge of operational management and development in three customer service centers of over 500 seats.

Mark Devadason先生

渣打銀行Sustainability Leader

演講題目: 透過社會目的及環境、社會管治處理企業領導力可持續發展的事務與策略

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

陳秀荷小姐

蘇黎世保險有限公司首席醫療業務總監

演講題目：您的員工是您的顧客

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.

陳耀基先生

專科醫療有限公司總經理

演講題目: 流暢的遙距醫療服務！

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.

Sudesh Thevasenabathy先生

安盛香港顧客體驗主管

演講題目:以客為中心的文化 - 推動從內到外的改變

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.

袁興先生

遠傳電信股份有限公司通路管理暨匯流產品處副總經理

演講題目: 零距離的溫暖 – 遠傳待客學
 

美國紐約大學畢業，主修財務分析及資訊管理 善於營運規劃管理、業務及行銷管理、Call Center之營運管理、新事業發展規劃，並熟悉財務、會計、訓練等公司之 營運事務。
 

袁興(Samuel Yuan)先生于2015年起擔任通路管理暨匯流產品處副總經理，負責通路系統流程、展店、服務、人員培訓與易付卡、國際電話、寬頻…等產品相關業務。

 袁興先生自2001年7月加入遠傳電信，曾擔任行銷、通路管理等重要職務，2003年擔任客戶服務中心副總經理時，帶領團隊不斷推動服務品質提升，且拿下全台第一家通過ISO認證及SGS國際認證的電信公司(為亞洲第一張通訊業SGS服務驗證證書）。

2010年擔任直營門市通路處副總經理時，帶領團隊陸續達成重要目標，新增用戶數於2010年重回市場第一、持續提升客戶服務並二度榮獲SGS國際服務認證的肯定、直營門市榮獲 TCFA傑出店長服務優良獎、 至2012拓展直營門市服務達到233家，成功拓展直營門市店數快速成長3倍、持續推動新一代的門市服務。

2013年起，帶領直營門市通路團隊創造差異化的服務，一舉榮獲工商時報服務大評鑒首獎、壹週刊服務大獎(行動電話&固網通訊類第一名)、遠見雜誌傑出服務獎(第一線服務品質大調查)，取得三冠王頭銜。 直至今年，已連續4年榮獲工商時報服務業大評鑒金獎、三度蟬聯壹週刊服務大獎，持續九次通過SGS

聯想服務中國區個人及家庭用户服務管理事業部交付總監


演講題目：用户點評機制在聯想服務中的深化應用

任職經歷: 04-16財年，先後任聯想CCC 消費筆記本線上服務負責人，OSD Lenovo業務運營負責人，現任OSD 3C產品線上服務負責人 帶領團隊超過450人 團隊分佈北京、無錫、合肥三地 為Think和Lenovo用戶提供微信、Chat、電話及網站等多種服務

張維先生,

友邦保險北京分公司運營總監

演講題目:關愛創造價值

工作簡歷：
 
 2013年10月－至今　友邦保險北分 服務運營共用中心 總監
 2003年5月－2013年10月　恒安標準人壽 兩核總監
 1997年1月－2003年4月　平安保險天津分公司 首席理賠師
 
 保險行業任職資格：
 1. 中國保險行業協會“千人計畫”首批核心人才
 2. 中國保險行業協會“千人計畫”人身保險理賠核心專家
 3. 北京市保險行業協會“消費者權益保護暨反保險欺詐委員會”副主任
 4. 北京市保險行業協會“保險合同糾紛調解委員會壽險專業委員會”委員
 5. 北京保險行業協會個人會員
 
 專業資格及職稱情況
 1. LOMA：FLMI（高級壽險管理師）, ACS（客戶服務師）
 2. 中國保監會：保險公估人、保險代理人、保險經紀人資格
 3. 中國人力資源和社會保障部：中級保險經濟師資格
 4. 曾于南開大學兼職任教《保險法課程》
 
 專業論著：
 筆名：靜遠，代表作：
 
 1. 2014年，參與中國保險行業協會專業能力認證統編教材《人身保險理賠》的編寫、出題、授課等工作，全書供稿超過10萬字。
 2. 2012年，《從人身保險拒賠事由適用與限制評析<保險法>》一文在保監會舉辦的“新《保險法》實施三周年”徵文活動中，從500多篇參賽作品裏脫穎而出，獲優秀論文獎。
 3. 學術專著《保險法評論（第一卷）》，中國法制出版社，2008年5月發表論文：《保險受益權若干法律問題探討—兼論<保險法>相關條款的檢討與修正》
 4. 專著《保險案例彙編》，中國時代經濟出版社，2007年9月發表論文：《保險責任競合時，求償事項選擇權在權利人》；轉載論文：《沒有原始收據，保險公司可以拒賠》
 5. 《上海保險》2006年7月發表論文：《壽險投保人變更相關法律問題的研究》
 6. 《上海保險》2004年11－12月連載發表論文：《我國法律背景下，身故保險金受益人解析》
 7. 《保險研究》2003年11月發表論文：《沒有原始收據 保險公司可以拒賠》