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。

李国麟教授

 立法会议员（卫生服务界）， 教授，银紫荆星章，太平绅士

演讲题目：卫生服务杰出顾客关系服务能提升病患满意度、防止安全隐患吗？

 李教授现时任职香港特别行政区立 法会议员及香港公开大学护理及健康学部教授及主任。同时，他亦出任香港护士协会主席、葵涌医院及玛嘉烈医院管治委员会成员、策略发展委员会委会、廉政公署审查贪污举报咨询委员会委员、平等机会委员会委员、房屋委员会委员及香港岭南大学亚太老年学研究中心荣誉研究员。

李教授主要学术研究及临床专业为卫生政策、护理界工作间暴力、基层健康服务及护理政治学；并于上述各范畴担任研究员，教师及政策倡导者。他曾被邀请就上述事项演讲授课，出版及多次于国际性会议发表研究论文。

2014-15年度参与的事务委员会：
卫生事务委员会
食物安全及环境卫生事务委员会
房屋事务委员会
政制事务委员会

2014-15年度参与的其它事务委员会：
人事编制小组委员会
工务小组委员会
中医药发展事宜小组委员会
医疗保障计划小组委员会
长远房屋策略小组委员会
2017年行政长官产生办法方案小组委员会
《 2014年药剂业及毒药(修订)条例草案》委员会
《电子健康纪录互通系统条例草案》委员会
《 2015年人类生殖科技(修订)条例草案》委员

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.

黎韋诗小姐

麦当劳 (香港)有限公司董事总经理

演讲题目：追求卓越创新，提升顾客体验

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

Olivier Njamfa先生

英国Eptica主席及行政总裁

演讲题目：语言应用实现顾客参与模式转型

演讲概要：

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, 

友邦保险顾客体验主管


演讲题目： 友邦保险的顾客体验管理策略

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.

王珺盈小姐
 

中外运-敦豪国际航空快件有限公司顾客服务副总裁

演讲题目: 一切以客户为中心

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.

陈秀荷小姐

苏黎世保险有限公司首席医疗业务总监

演讲题目：您的员工是您的顾客

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.

陈耀基先生

专科医疗有限公司总经理

演讲题目: 流畅的遥距医疗服务！

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

安盛香港顾客体验主管

演讲题目: 以客為中心的文化 - 推动从內到外的改变

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.

袁兴先生

远传电信股份有限公司通路管理暨汇流产品处副总经理

演讲题目:零距离的温暖 – 远传待客学
 

美国纽约大学毕业，主修财务分析及信息管理 善于营运规划管理、业务及营销管理、Call Center之营运管理、新事业发展规划，并熟悉财务、会计、训练等公司之 营运事务。
 

袁兴(Samuel Yuan)先生于2015年起担任通路管理暨汇流产品处副总经理，负责通路系统流程、展店、服务、人员培训与易付卡、国际电话、宽带…等产品相关业务。

 袁兴先生自2001年7月加入远传电信，曾担任营销、通路管理等重要职务，2003年担任客户服务中心副总经理时，带领团队不断推动服务质量提升，且拿下全台第一家通过ISO认证及SGS国际认证的电信公司(为亚洲第一张通讯业SGS服务验证证书）。

2010年担任直营门市通路处副总经理时，带领团队陆续达成重要目标，新增用户数于2010年重回市场第一、持续提升客户服务并二度荣获SGS国际服务认证的肯定、直营门市荣获 TCFA杰出店长服务优良奖、 至2012拓展直营门市服务达到233家，成功拓展直营门市店数快速成长3倍、持续推动新一代的门市服务。

2013年起，带领直营门市通路团队创造差异化的服务，一举荣获工商时报服务大评鉴首奖、壹周刊服务大奖(行动电话&固网通讯类第一名)、远见杂志杰出服务奖(第一线服务质量大调查)，取得三冠王头衔。 直至今年，已连续4年荣获工商时报服务业大评鉴金奖、三度蝉联壹周刊服务大奖，持续九次通过SGS

联想服务中国区个人及家庭用户服务管理事业部交付总监


演讲题目：用户点评机制在联想服务中的深化应用

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

 张维先生,

友邦保险北京分公司运营总监

演讲题目:关爱创造价值

 

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》