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![](http://www.apcsc.com/cresummit/2008/image/speakers/MrJasonChu.jpg) |
朱剛岑先生,
主席
亞太顧客服務協會
演講題目:大數據創新顧客體驗,挖掘未來顧客關係忠誠度指數
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。 |
![](http://www.apcsc.com/image/speakers/MichelleShiers.jpg) |
Michelle Shiers女士,首席顧客服務官
Telstra International Limited
演講題目:克服亞洲服務文化
Michelle
Shiers is Chief Customer Service Officer for Telstra’s
international division, based in Hong Kong. She has over
35 years of customer service experience, 26 of those
years have been spent within senior roles within the
telecommunications and IT industry. With a passion for
working with people and teams to deliver exceptional
customer service, Michelle is responsible for delivering
world class service to Telstra’s international
enterprise and wholesale customers by focusing on
customer needs, uplifting people capability to build
service management capability ultimately improving
customer experience and advocacy.
Prior to moving to Hong Kong in 2014, Michelle held
various leadership roles at Telstra in Australia across
operations, business and government, IT and enterprise
and service business units.
Michelle holds a Graduate Certificate in Management and
a Diploma in Project Management from Southern Cross
University. |
![](http://www.apcsc.com/image/MrTatsumi[1].jpg) |
山下辰巳先生,行政總裁
HDI (Help Desk Institute)
演講題目:顧客體驗管理趨勢和呼叫中心基準
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. |
![](http://www.apcsc.com/image/speakers/Sudesh.jpg) |
Sudesh
Thevasenabathy先生,顧客體驗主管
安盛香港
演講題目:
對比顧客服務和顧客體驗
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. |
![](http://www.apcsc.com/image/speakers/SunnyCheng.bmp) |
鄭毓文先生,財務總監
敦豪國際速遞(香港)有限公司
演講題目:可持續國際服務戰略及領導力
Sunny is a senior professional with
solid experience in Finance management role at the
multi-national companies primarily focused on Greater
China & Southeast Asia markets. He is currently
responsible for the total finance solution in DHL
express. In this role, Sunny leads a team for not only
driving the financial result, but also planning and
executing for the business and operating strategy. He
doesn’t consider himself as a Finance person, but a
catalyst for different functions in the company to
deliver the business goal.
Before joining DHL, Sunny was working in Mattel as
Finance leading role for Greater China & North and
Southeast Asia. He managed different projects across the
region. From setting up a legal entity and business
model in China from sketch, to turnaround the business
performance for North and Southeast Asia. Over the last
10 years, Sunny has been fortunate to have gained
experience across Asia and being relocated to Shanghai
and Malaysia. He is currently in the progress for EMBA
of Chinese University of Hong Kong. |
![](http://www.apcsc.com/images/S.T.%20Chan.JPG) |
陳順同先生,客戶供電服務組高級經理
香港電燈有限公司
演講題目:公共服務創新及企業社會責任打造傑出顧客關係服務
Mr. S.T.Chan graduated in 1991 from
the Brighton Polytechnic (UK) with a Bachelor of
Engineering in Electrical and Electronic Engineering. He
also finished his Bachelor of Laws from the Manchester
Metropolitan University (UK) in 2006. ST has joined
Hongkong Electric since 1991 and after working for 22
years in Customer Installation Section, ST became the
Head of the Customer Supplies Section responsible for
customer accounts management for all Hongkong Electric
customers. His responsibilities include running the call
centre and customer centre, meter reading, customer
billing, credit control and customer service enhancement
programs.
ST has been a Chartered Engineer and a member of the
Hong Kong Institution of Engineers and the Institution
of Engineering and Technology in the UK.
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![](http://www.apcsc.com/image/speakers/MukeshPilania.jpg) |
Mukesh Pilania先生,顧客體驗總監
AXA安盛亞洲
演講題目:
透過數字化和數據賦予更佳的顧客體驗
Mukesh Pilania is Regional Head
Customer Experience at AXA Asia, based at the regional
head office in Hong Kong.
In his role, Mukesh spearheads the design,
implementation and continual improvement of the
end-to-end AXA customer experience across eight markets
in Asia, covering the key lines of business including
Life, Property & Casualty and Health insurance. Prior to
his current role, he was Asia Regional Head for
Operational Excellence, driving process optimization and
change management at AXA Asia.
Mukesh started his career in insurance in 2000 as a
financial advisor in India, and assumed various
management and functional roles during his 15 years of
experience in P&C and Life insurance sectors at both
regional and national levels, ranging from strategic
planning and process design to distribution and
operations management. During his tenure with Bharti AXA
General Insurance from 2007 to 2012, he played a pivotal
role in launching AXA’s P&C business and its subsequent
direct and digital distribution platforms in India.
With Mukesh’s exposure to both customer-facing and
backend operations systems, he is a seasoned customer
experience practitioner given his holistic experience
and responsibilities in connecting customer needs with
organizational processes throughout the insurance
ecosystem.
Mukesh holds an MBA with specialization in Marketing and
Finance, and is an avid sports enthusiast of soccer and
cricket. |
![](http://www.apcsc.com/image/speakers/DaisyHe.jpg) |
賀靜女士,消費和中小企業在線服務高级經理
聯想服務
演講題目:實踐與創新推動企業互聯網+發展及整合--聯想小新特色服務實踐分享
賀靜女士,學生經營SPM,15年畢業加入聯想服務,作為產品經理,設計了高端和學生人群專區。後期作為學生細分經營SPM,通過視頻服務、直播互動和拾庫公開課,為學生人群經營和服務的思路積累了經驗。
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![](http://www.apcsc.com/image/speakers/ClementLo.jpg) |
盧志鵬先生,首席資訊科技總監
BCT銀聯集團
演講題目:
利用大數據平臺提升客戶體驗的最佳守則
盧志鵬先生於2002年10月加入BCT。他在金融服務及電信行業內擁有超過25年資訊科技方面的經驗。他曾工作於多家國際公司,包括澳洲Optus及馬來西亞的電信公司,並取得國際資訊科技標準及最佳守則的經驗。盧先生擁有澳洲麥覺理大學的電腦學學士學位及經濟學學士學位,亦為麥覺理管理研究所的管理碩士及工商管理碩士。
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![](http://www.apcsc.com/image/speakers/RobertElliott.jpg) |
Robert Elliott先生,行政總裁 &
總經理
柬埔寨宏利保險公司
演講題目:
在柬埔寨打造傑出企業社會責任及顧客參與
Robert Elliott
is Chief Executive Officer and General Manger, Manulife
Cambodia.
Previously, he was Senior Vice President & Chief
Distribution Officer (CDO), Manulife Singapore.
Hisportfolio of responsibilities includes overseeing
agency and partnership distribution, consisting of bank
and financial advisory channels, training, distribution
services as well as quality assurance.
Prior to his appointment as Singapore's CDO in 2010,
Robert was Vice President, Agency Operations of Manulife
(International) Limited in Hong Kong. He was in charge
of managing the company's agency force and overseeing
all departments under Agency Operations. He was also
responsible for formulating strategies to further drive
the growth of Manulife's agency operations in Hong Kong.
Robert previously spent 13 years with Manulife in the
United Kingdom, and was a member of the UK Executive
Management before re-joining Manulife in Hong Kong in
2005 as Assistant Vice President, Distribution. He
helped deliver record sales and recruitment results, led
agency development initiatives and key projects, and
built an effective management supervision system within
the agency force.
Robert has spent his entire career in the financial
services industry. His extensive experience spans a rare
mix of financial, commercial and operational roles with
various blue-chip companies. During his service with two
major insurance groups in the UK, he made significant
contributions to substantially boost productivity of
their respective sales forces. In addition, he worked in
the independent financial adviser market in the UK,
providing corporate consultancy and financial planning
services to business and high-net-worth clients.
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![](http://www.apcsc.com/image/speakers/Grace%20Zhao%20(2)r.jpg) |
趙黎女士,行政總裁
盛世瑞智國際文化傳媒集團
演講題目:零損耗轉化百萬精准客戶法則
趙黎女士為中國第一本微信書籍《玩轉微信實用攻略》作者,還出版了《馬化騰-我的互聯網思維》、《轉型-企業極速變革引爆萬億市場》等著作。現為清華大學商業模式課題特聘導師、北京大學青年創業特聘導師、馬賽學院商業模式特聘導師、中山大學百位名人演講嘉賓、長江商學院總裁論壇演講嘉賓、2011年博鼇亞洲年度經濟人物。
趙黎女士從業經歷橫跨藝術、媒體、管理、投資,對互聯網時代下的戰略、商業模式、品牌、創意、行銷、使用者體驗、敏捷組織再造有深度研究,曾在相關領域助力以下企業獲得佳績:特斯拉中國、法拉利中國、萬科集團、華潤集團、寶能集團、京基集團、香港海港城、迪奧、SKll等。 |
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![](http://www.apcsc.com/image/speakers/sasha.jpeg) |
安國富先生,首席顧問
Nuance Communications
演講題目:
保障未来——全渠道顧客服務時代的生物識別技術
Sasha has been working for Nuance since
2012, helping
our clients to develop customer service
and fraud prevention solutions using applied speech
recognition, voice biometrics and artificial
intelligence technologies. Sasha has extensive
experience in enterprise solutions across financial and
government domains, with a strong focus on applied
natural language technologies and expert systems.
Sasha works from our Beijing office,
where he supports Nuance’s regional customers and
partners, primarily in the financial services industry,
working closely with customers to help them apply
Nuance’s world-leading technologies to their business
processes.
Nuance's goal is to be able to automate
almost all customer interactions in a way that is
preferred by customers. Leveraging the latest
technologies in Natural Language Processing, Autonomous
Machine Learning, Human Assisted Learning, Knowledge,
Recommendation and Prediction, Nuance's team works in
close cooperation with definitional customers to create
the future of A.I. within the enterprise.
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![](http://www.apcsc.com/image/speakers/WANG.JPG) |
王岩先生,海外服務總監
海爾海外電器產業有限公司
演講題目:互聯網時代下的服務模式創新
• 学历:MBA(中国海洋大学)
• 经验:从事质量管理7年,海外服务管理6年
• 职称:质量工程师
• 证书:六西格玛BB
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![](http://www.apcsc.com/image/yuanxing.jpg) |
袁興先生,個人用戶業務暨行銷事業群通路管理暨匯流產品處副總經理
遠傳電信股份有限公司
演講題目: 服務創新
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 |
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![](http://www.apcsc.com/image/speakers/TroyBarnes.jpg) |
Troy Barnes先生,首席顧客體驗主管
友邦保險
演講題目: 友邦保險的顧客體驗管理策略
Troy Barnes is
Chief Customer Experience Officer, 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.
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![](http://www.apcsc.com/image/speakers/Alex_Chan.JPG) |
陳斌先生,高级课程总监/学院首席讲师
香港大學專業進修教育學院
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.”
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![](http://www.apcsc.com/image/speakers/VeroniqueLiu.jpg) |
劉秋妮女士,運營總監
Teleperformance China
劉秋妮女士為香港理工大學MBA,
南京大學法學碩士,經過COPC,
PMP, CFP訓練,現為CFP/PMP/COPC註冊協調員。
在呼叫中心行業超過15年的運營管理經驗,主要是在中國大陸國內國
有商業銀行從事呼入客戶服務、外呼行銷、貴賓專線、郵購專線等的管理工作。進入BPO行業兩年時間。
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![](http://www.apcsc.com/image/speakers/MaggieZhang2.jpg) |
張倩僖女士,總經理
雷格斯商務服務(深圳)公司
Maggie Zhang has more than 15 years
professional experiences with 9 years with her current
employer, Regus, the world’s largest provider of
serviced offices.
She is the Coaching General Manager
of Regus Shenzhen. Besides running 3 successful business
centres in Shenzhen, Maggie’s responsibilities are
always focused on sales and customer services. She
trains effective team who maintain good customer
relationships.
Maggie spent about 5 years of her
career life exploring opportunities in various
industries such as commercial real estate, finance,
architecture and carbon trading. Maggie speaks Mandarin,
English and Cantonese. She holds an MBA degree from
University of San Francisco. |
![](http://www.apcsc.com/image/speakers/DaisyLam.jpg) |
Daisy Lam女士,會長
商業風險評估專業協會
Global EMBA (CUHK), BGS, CPM, CSN,
CST, CCC, FCRP (ICRM), MCM (WMO), FHKIoD, ICRM, LSCM, AHKIArb,
Accredited Professional Mediator, Accredited Mediation Assessor,
Recognition of Prior Learning (RPL) Assessor, Estate Agent, ISO
Technical committee: Security and Resilience, Risk and Quality
management.
Daisy has a diverse background that includes experience in the private
sector, education, and business. She received her Bachelor (Hon) Degree
of Business Administration in US, Global EMBA Degree at The Chinese
University of Hong Kong, obtained Dean’s List award, and was invited by
the Beta Gamma Sigma (BGS) International Honor Society as Life Member.
She is currently a Vice President Committee of The Chinese University of
HK OneMBA alumni Asia, Vice President at The Chinese University of HK
Golf day, Vice Chairlady at China-HK Executive Women Golf Association,
and Executive Vice President of Hong Kong Lin Chamber of Commerce.
.
She is certified professional mediator in Hong Kong, Shenzhen, and
Europe. She has been a lecturer, external course examiner, and mentor at
different universities in Hong Kong.. Daisy has been the recipient of
multiple management and enjoys her time as a mediator, lecturer, and
business entrepreneur. She is Retail Assessor in Recognition of Prior
Learning (RPL) Qualifications Framework (QF). Property agent and
consultant. ISO Technical committee: Security and Resilience, Risk and
Quality management. Her publication on mediation, and risk management
has appeared in several academic journals and in a variety of popular
such as recruit in Hong Kong, CUHK Alumni News Magazine, and Golf
Magazines.
She also holds key executive management positions in a number of
professional organizations and non-governmental organizations, giving
emphasis to her concern for business and management and related
professional issues as well as accreditation, certification, and
development. In addition, she is CEO and President of Vision Education
Group Limited, Vision Property Consulting Group Limited, V Moda
International Limited, V Innovation Limited and Giftmart (Asia) Company.
She is a regular advisor and keynote speaker at various multinationals
in the areas of business management and management of change. |
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占學文先生,亞太區顧客服務和支持經理
美國能量回收公司
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