Speakers:

Mr. Daniel C.S. Ng
Chief Architect & CEO, Arcotect Limited
"PROFIT MAKER: RETAIN CUSTOMER BY ENTICING SERVICE EXPERIENCES"

In 2000, Daniel was elected as one of Hong Kong's "Ten Outstanding Young Digi Persons". He is the Secretary for the Hong Kong Information Technology Federation and representative of Electronic & Communications Industry Safety & Health Advisory Committee under the Occupational Safety & Health Council.

Previously, Daniel was the director of Cable Multimedia Services, a business unit for multimedia service development and exploring new business opportunities such as cable modem for high speed Internet access for Hong Kong CABLE Television Limited. Together with his persevere and experienced team, in 1999 Daniel has set up an Internet Access service, traded as 'i-CABLE', within three months and which has become one of the top five quality ISPs in Hong Kong.

Formerly, Daniel was the founder and president of Hong Kong Star Internet Limited. He was also the founding member and the first Chairman of the Internet Service Providers Association in Hong Kong. In 1992, Daniel was assigned by Star Telecom in developing wireless handheld product to disseminate financial data information for professional as well as individual investors. The DataLink was launched in the next year with tremendous success.

Mr. Jason Chu
Chairman, Hong Kong Customer Service Consortium
"HOW TO WIN CUSTOMER LOYALTY RACE"

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. Joseph Chui
Managing Director, Market Probe, Inc.
"WHAT IS THE KEY ELEMENTS OF A SUCCESSFUL CUSTOMER SATISFACTION AND LOYALTY SURVEY"

Joseph Chui has 17 years experience in the Asian market research area. He has expertise in Strategic Marketing Planning, Customer Satisfaction Survey, Consumer Research, and New Product Development. He also has regional responsibility with companies like Philip Morris, R.J. Reynolds, and San Miguel Brewery and has worked with clients in Japan, Korea, Taiwan, Hong Kong, China, Philippines, Singapore, Malaysia, Thailand, Indonesia, India and Vietnam.

As the Managing Director for Market Probe Asia, Joseph Chui oversees all projects that come through the office. Market Probe is a U.S. based consulting firm specializing in customer satisfaction and loyalty studies. With hundreds of CSM studies conducted domestically and globally, Market Probe has been consulting multinational corporations in various industries to apply CSM results for tactical and strategic decision. Joseph Chui earned BS from California State University and an MBA from San Diego State University. He also taught at HK Polytechnic and HKMA.

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