Speakers:

Mr. Jeffrey Cheung
Division Manager, So-net HK Ltd
Topic: Total Customer Experience (Case Study)

Mr. Jason Chu
Chairman, Hong Kong Customer Service Consortium
Topic: Total Contact Ownership at a Knowledge Center

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. David Kim
Marketing Director, PowerPhone Network Ltd
Topic: Single Point of Contact Center Solution for your Most Valueable Customers (Case Study)

David Kim joined PowerPhone Network Limited (PPNL) in 1997 to launch PowerPhone, the world's first commercially multimedia voice & data public platform. Under David's direction, PowerPhone was awarded the Hong Kong Coalition for Services' Innovative Customer Services Award in 1998 and the Financial Times Global Telecoms 'Most Innovative Fixed Product' Award at ITU Telecom '99 in Geneva. David is a graduate of Yale University and Beijing University and previously worked for Sony Hong Kong Limited and Motorola Asia Pacific Limited in Marketing capacities.