Speakers:

Mr. Philip Atrill
Senior Vice President, MarketProbe Inc., U.S.A.
"CUSTOMER SATISFACTION MEASUREMENT (CSM) - A CRM READINESS TOOL" (Case Study)

An entrepreneurial senior executive with a very successful record who has consistently contributed top and bottom line value to organizations. More than 20 years of business development, management, marketing and consulting experience for a diverse range of many of Canada's and the world's largest companies. Proven ability to develop, manage and enhance relationships with stakeholders. Solid international business background.

Phil has been a consultant in marketing research and related disciplines for 25 years. Over the past ten years, Phil's primary focus has been in the area of measuring stakeholder relationships and integrating these measures into corporate strategic management systems such as the balanced scorecard, value management frameworks and TQM environments.

Phil has been Lead Consultant on a number of customer and employee loyalty programs in the financial services, manufacturing, telecommunications and retail sectors playing an integral role in these organizations' deployment activities - helping them link measures to existing strategies and tactics and/or develop new ones.

Phil is a regular speaker at conventions, conferences and seminars. Most recently he has spoken at the European Conference Board's Performance Excellence Conference, The Conference Board of Canada's Council on the Management of Total Quality, the Board's Operating Executives Council on Quality, International Quality & Productivity Council's Balanced Scorecard conference, the Canada Quality Council's Loyalty Conference, the Institute for International Research Conference on performance measurement, the Conference Board's Corporate Social Responsibility Conference and the American Society for Quality Control (ASQC) annual conference. In addition, Phil has been a frequent contributor to client seminars, workshops and training programs focused on stakeholder measurement and management.

Mr. Jason Chu
Chairman, Hong Kong Customer Service Consortium
"EFFECTIVE LOYALTY MARKETING"

Mr. Chu is the Founder and Chairman of Hong Kong Customer Service Consortium (HKCSC). He is the pioneer of innovative Customer Service Research including Call Center and CRM Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and eSurvey on Internet Banking, Internet Securities and Internet Purchasing, and other international standards in 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 call center and customer service industry, including the Certified CRM Director, Certified Call Center Manager and Certified Call Center Professional training curriculum.

Mr. Chu received his BSc and MSc 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 an instructor and speaker in high demand at various training workshops and international conferences on Call Center and Customer Relationship Management Strategy.

Mr. Steven Parker
Head of CRM, Standard Chartered Bank
"BUILDING AND IMPLEMENTING A CRM MASTERPLAN TO REAP POSITIVE RETURN ON INVESTMENT (ROI)" (Case Study)

Steven is currently leading a major initiative within the Hong Kong Consumer Bank to improve the customer experience in Standard Chartered's branches and call centre.

The initiative aims to enhance service quality and sales responsiveness through better customer management as well as new technologies. The investment is part of Standard Chartered's overall commitment to the Hong Kong market, including its recent acquisition of Chase and the upgrading of branches.

Steven's previous responsibilities within Standard Chartered included development of e-commerce and strategy for the Wealth Management business, as well as the creation of the Bank's database marketing and leading edge customer analysis capabilities.

Steven has worked across Europe and Asia Pacific in Marketing, Sales and Strategy roles, with Six Continents, Booz-Allen and HSBC.

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