Speakers: Mr.
Ron Mathison Ron Mathison is the General Manager and Director of Cathay Pacific Loyalty Programmes Ltd, a wholly owned subsidiary of Cathay Pacific Airways Ltd charged with managing the airline's Loyalty Programmes - The Marco Polo Club and Asia Miles - as well as the airline's Loyalty Marketing strategy. He is also responsible for determining Cathay Pacific's CRM strategy and directing the Customer Information Systems Programme which uses Datawarehousing and Datamining tools to provide Business Intelligence for better Customer and Revenue Management. Ron Mathison joined
Cathay Pacific in 1984 and has held a number of different managerial assignments
in overseas Country Management, Marketing & Sales and Revenue Management.
He has been involved in Loyalty Marketing since January 1994 when he set
up the Cathay Pacific Loyalty Marketing Department and managed the launch
of the Asia Miles Travel Reward Programme in Feb 1999. Mr.
John Mims John Mims leads Starwood's sales and marketing team-that encompasses the functional areas of Global Sales, Distribution Marketing, Revenue Management, Customer Care Centers and Brand Marketing. Mims also leads a team of Regional Directors of Marketing to work closely with the sales and marketing teams of Starwood's 80 properties in 15 countries in Asia-Pacific. Prior to joining Starwood, Mims was the Chief Operating Officer of GetAsia.com, a premier network of Asian websites specializing in on-demand leisure and entertainment information for the region. Mims's career in sales and marketing includes various senior sales and management positions at Procter & Gamble, Coca Cola and later with Pepsi Cola in both the US and international divisions. Mims holds a BA degree in Business Administration from Morehouse College, Atlanta, Georgia. He was also a two-time award recipient of "Who's Who Among Young Men In America" prior to his service in the United States Air Force in 1982-1987. Starwood Hotels & Resorts Worldwide, Inc (NYSE-HOT), is one of the leading hotel and leisure companies in the world with more than 725 properties in 80 countries and 120,000 employees at its owned and managed properties. With internationally renowned brands, Starwood is a fully integrated owner, operator and franchiser of hotels and resorts including: St. Regis, The Luxury Collection, Sheraton, Westin, Four Points by Sheraton and W brands, as well as Starwood Vacation Ownership, Inc, one of the premier developers and operators of high quality vacation interval ownership resorts. More information is available from the company's website: www.starwood.com. Mr.
Jason Chu 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. |