APCSC Summit 2012

Mr. Jason Chu is the Founding Chairman of the Hong Kong Customer Service Consortium (HKCSC) and Asia Pacific Customer Service Consortium (APCSC). Mr. Chu collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for customer service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, CRM and Contact Center Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, 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 contact center and customer service industry, including the Certified CRM Director, Certified Contact Center Manager, and Certified Customer Service Analyst & and Auditor training curriculum and recently the Certificate in Customer Service Management approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government.

Mr. Chu received his BS and MS 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 a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building CRM and customer loyalty.

Mr. Charles Mok, Founding Chair

Internet Society Hong Kong

Topic: The new era of CRM: Social Media and Mobile Platform

Charles Mok is a director of Cloud Valley Networks (Hong Kong) and Hong Kong Skycloud Technology, leaders in cloud computing in Hong Kong and China, as well as an executive director of Computancy Limited, a leading new media and Internet consulting company. Previously, Charles was the Deputy Managing Director and a co-founder of HKNet Company Limited, one of Hong Kong’s earliest Internet service providers, which was acquired by NTT Communications of Japan in 1999.

Charles is the Chairman of The Professional Commons, the first cross-sector professional think tank focusing on issues of public interest in Hong Kong. He is also the Founding Chairman and current Executive Committee Member of Internet Society Hong Kong (ISOC-HK), Honorary President of the Hong Kong Information Technology Federation (HKITF) and Vice Chairman of the Digital Information and Telecommunications Committee of the Hong Kong General Chamber of Commerce. He was also a past chairman and a co-founder of the Hong Kong Internet Service Providers Association (HKISPA), and a founding member of the organizing committee of Creative Commons Hong Kong, and former chairman of the Health Information Technology Special Interest Division of the Hong Kong Computer Society.

Mr Mok is a member of several key Hong Kong government statutory bodies or advisory committees, including the Consultation Panel of the West Kowloon Cultural District Authority and CreateSmart Initiative Vetting Committee. Previously, Charles was a part-time member of the Central Policy Unit, and a member of the Hospital Authority, Consumer Council, Digital 21 Strategy Advisory Committee, Transport Advisory Committee, Committee on Economic Development and Economic Cooperation with the Mainland of the Commission on Strategic Development, and Trade and Industry Advisory Board. Charles was elected as a member of the First (1998), Second (2000) and Third (2005) Election Committees in the IT Subsector.

In the area of domain name administration, Charles was a former director of Hong Kong Domain Name Registration Company Limited (HKDNR) and Hong Kong Internet Registration Corporation (HKIRC), the country-code top-level domain name (ccTLD) registry for Hong Kong (.hk). Internationally, he was a member of the Policy Advisory Board of dotMobi, the generic top-level domain (gTLD) of .mobi.

At the international level of Internet governance, Charles is the Chair of the Asian, Australiasian and Pacific Islands Regional At-Large Organization (APRALO) of Internet Corporation for Assigned Names and Numbers (ICANN). He was also an Ambassador of the Internet Society for the Internet Governance Forum (IGF) in Rio de Janeiro, Brazil (2007), and a Returning Ambassador for the IGF in Sharm El-Sheihk, Egypt (2009).

Charles graduated from Purdue University in the United States with Bachelor of Science in Computer and Electrical Engineering and Master of Science in Electrical Engineering, and worked in the United States with SunSoft Inc. and Digital Equipment Corporation. In 1999, he was awarded as one of Hong Kong’s "Ten Outstanding Young Digi Persons”.

Charles also writes extensively on technology, management and public policy, currently appearing in the Hong Kong Economic Journal and Apple Daily, and previously in The Sun, as well as CUP and HiTech magazines, etc. He has been also an active blogger since 2004. In 2008 he published his first Chinese book, entitled “Hong Kong 2.0.”

Mr. Tatsumi Yamashita, CEO

HDI (Help Desk Institution)

Topic: Future Online/Offline Service Evolution and Implication from Japan Benchmarking Study Report

Presentation Outline:

1. The purpose of HDI Benchmarking
2. Introduction of the Benchmarking results, such as Car, Insurance, Cosmetics and Travel industries.
3. Study form the results, such as the service quality is two times more important than performance.
4. Point of interests for the future customer service

Tatsumi Yamashita, a Founder and CEO of HDI-Japan is one of the most influenced leaders in Japan and Asia support service arena. He developed Contact Center Benchmarking in 2006, this has been the biggest benchmarking database in Asia Pacific. The Benchmarking grade all evaluated 1,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefor it is well-known as the ‘Michelin Red Guide’ the customer service industry.

Tatsumi Yamashita has 25 years support industry experience 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 could be applied toward the advancement of Japanese support environments. He finally 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/Philippines now. Prior to joining HDI, he was a director of IT Strategy at Yanase the biggest GM/Mercedes distributer in Japan, and was the first Helpdesk manager at Pfizer Japan Inc. Tatsumi graduated from Shinshu University in Nagano, at the center of Japan.

HDI-Certified Auditor since 2001
HDI-Certified Instructor since 2001
HDI Intl. Standards Committee since 1999
Japan Information-Technology Engineers Examination Center (JITEC) since 1995

Mrs. Agnes Mak Tang Pik-yee, MH, JP, Executive Director

Hong Kong Productivity Council

Topic: Innovation and Integration of Knowledge Management for Productivity Enhancement

Mrs Mak has over 20 solid years of experience in information technology. Prior to joining Hong Kong Productivity Council, Mrs Mak founded her own IT consultancy business. She also has extensive working experience in both private and public sectors having held key posts in various communication companies as well as statutory body.

Along with her full-time career, Mrs Mak has been very active within the Hong Kong IT Community. She was the President of Hong Kong Computer Society (1995-1998), Chairman of the Advisory Committee of Science Faculty of Hong Kong Baptist University, Chairman of Committee in Information Technology Training and Development of Vocational Training council, Vice Chairman of the General Support Program Vetting Committee of the Innovation and Technology Fund, Vice Chairman of Employee Retraining Board, Board member of Hong Kong Science and Technology Parks Corporation, Member of Hong Kong Councils for Accreditation of Academic and Vocational Qualifications and Member of the Social Welfare Advisory Committee.

In addition to being an enthusiast in promoting the quality of higher education and enriching vocational education, Mrs Mak is also an advocate in advancing professional recognition for IT professionals in Hong Kong. She has assumed Chairman of the Information & Communications Technology / Industry Training Advisory Committee under the Education Bureau of HKSAR Government. Under her leadership, the Specification of Competency Standards for the IT industry was successfully developed. She has also taken up the position of Director In-charge of the Hong Kong Institute for IT Professional Certification which pioneers the first IT Professional credentialing scheme in Hong Kong.

In 1995, Mrs Mak was recognized as one of Ten Most Outstanding Young Persons in the Hong Kong community that made significant IT contributions. In 1999, she was conferred Distinguished Fellow of the Hong Kong Computer Society. In 2002, she was appointed as a “Justice of Peace”. In July 2007, she was awarded “Medal of Honor” by the HKSAR Government. And in November 2008, she was conferred Honorary Fellow of Vocational Training Council.

Mr. Mike Mi

President, Academy of Contact Center & BPO (ACCB)
Founder, China Call Center & CRM Association (CNCCA)
Founder, Asia Pacific Contact Center Association Leaders (APCCAL)
Chief editor, “Contact Center Business Review”
COP, Certified Outsourcing Professional
Certified trainer, AT&T College of Call Center Excellence

Topic: Talent Strategy in Contact Center & BPO Business

Presentation Outline:

1. China Call Center & BPO Industry situation
2. Success factors of call center
3. Outsourcing challenges in China
4. People Development in Call Center & BPO Industry

Mike has successfully established call center in Shanghai, Beijing and Dalian. Rich experience in call center management, project management, people management and business development. First promote CRM Call Center concept in China.

Mr. Mark Liu, e-commerce Director

Yahoo! Hong Kong

Topic: Yahoo! Innovation Experience: Listen to the needs of Customers and Merchants

Mark Liu is the Director of Ecommerce of Yahoo! Hong Kong. He currently oversees the company’s two pillar and popular products, Yahoo! Auctions and Yahoo! Deals. Both products are the Number Ones in user reach in Hong Kong.

Under Mark’s strategic leadership, an evolutionary growth was created for Hong Kong’s e-commerce and the community. Branching off from the company’s long-standing hero product Yahoo! Auctions, which has been the Number-one e-commerce hub for the past 12 years, Mark changed the game for the group-buying marketplace by offering Yahoo! Deals in 2011, which pioneers in adopting a one-stop-shop platform aggregating the best deals in town with a dedicated online payment gateway within the trusted environment of Yahoo!. Supported by the team’s dedication, Yahoo! Deals enjoys an exponential growth and tops the list in local user reach since the first month of its launch. The business alliance had expanded into five partners in August. Yahoo! Auctions has also been breaking its own records in terms of number of stores, transaction volumes and user reach since its launch in 1999.

Prior to joining Yahoo, Mark spent 12 years in Cathay Pacific and 2 years in PCCW.

Mark holds a Double Degree in Business Administration and Computer Engineering from Simon Fraser University in Canada.

Ms. Shirley Yeung, Director, Customer Relationship Management

CSL Limited

Topic: People Engagement is what allow us to succeed

Shirley Yeung is the Director of Customer Relationship Management (CRM) for CSL Limited. In this role she leads the customer service teams across all CSL mobile brands in delivering top of class customer service interactions.

Shirley brings over 10 years of in-depth experience in customer service across a range of industries and channels. In particular, she has extensive experience in leading, consolidating and managing the call centre for HSBC.

Prior to joining CSL, Shirley was managing the service function across visitor centres and the visitor hotline for Hong Kong Tourism Board.

Shirley holds a B.Soc.Sc. Degree with The University of Hong Kong

Ms. Malou Caluza, Chief Network Services

QNet Limited

Topic: Unifying Different Cultures and Delivering World-Class Customer Service at the Touch of Your Fingertips

Ms. Malou Caluza has been in the Customer Service industry for more than 20 years.

Holding a degree in Bachelor of Science in Commerce Major in Marketing, she joined QNet as a Junior Customer Services Officer in 1999 and immediately moved ranks within her first three months in the Company.

In a short span of time, she has single-handedly established the international Customer Response Team (CRT) and was promoted to Operations Head in 2005.

She was promoted as Head of Business Development in 2006.

Her strong and excellent leadership, extensive knowledge of the business, and solid concern for the network has brought her to the position of Chief Network Services in 2008.

As CNS, she established three departments the International Network Support Group, Data and Process Control Department, and 24/7 Multi-Lingual International Support Centre in Malaysia which was opened during her first year as CNS.

Mr. Olivier Njamfa, President & CEO

Eptica, UK

Topic: One Knowledgebase, any channel, anywhere: ‘the Holy Grail of successful multichannel service’

Presentation Outline:

Whatever channel your customers use, effective and efficient customer service is the crucial element in winning and retaining their custom. To succeed, in a world where ‘always connected’ consumers interact through multiple online and offline channels, it is essential to be able to manage customer service knowledge in a truly multichannel way, with all interactions managed by a common platform and workflow.
Find out how to:

Future proof your multi channel customer service using a self- learning, multi-channel knowledgebase to power the answers to your customers questions: be it the web, social media, phone, email, fax, chat, letter or mobile customer service
Harness and integrate new channels without adding complexity, such as social and mobile customer service, drawing on insight from industry leading brands such as AirAsia
Improve service efficiency while reducing operational service costs (by up to 40%)
Increase engagement on your customers channel of choice and increase your sales

Mr. Olivier Njamfa, President and CEO of Eptica, co-founded the company in 2001. Previously, he was Vice-President and Chief Operating Officer of Com6, a leading European e-CRM software company. From 1999 through to 2001, Mr. Njamfa managed the International Indirect Operations of Showcase, a leading software provider of Business Intelligence and Datamining solutions. From 1995 through to 1999, Mr. Njamfa was first Director of the Finance and Banking Department of Comshare (provider of Business Intelligence and Analytical Application) and then moved on to becoming the Managing Director of their French subsidiary. Between 1987 and 1995, Mr. Njamfa served as Sales Manager and then as Regional Director of Saari, the French leader in accounting software. Olivier Njamfa is a graduate of ESC Rouen, and holds an MBA from the ESCP in Paris, France.

Mr. Roger Yu, Partner- Management Consulting, Greater China

Accenture

Topic: Make Your Company Think Like a Customer

Roger Yu is a Partner in Accenture's Management Consulting practice in Greater China. With 15 years of experience in business consulting and strategic IT advisory, Roger has been focused on projects related to regional operating model, customer acquisition & retention, merger & acquisition, performance management, core system replacement, etc.. He has assisted many leading companies, especially financial services institutions, in Hong Kong, Taiwan and Mainland China to plan & manage business transformation programmes to become high performance businesses.

Ms. Xu Ziying, General Manager

Direct Banking Center of China Merchants Bank Co., Ltd.

Topic: Pioneering in the Direct Service Era and Advancing the Air Banking Development

徐子颖女士现任招商银行远程银行中心总经理，历任招商银行上海分行办公室主任、支行行长，2005年调总行电话银行中心任职，期间，不断研究并应用呼叫中心的流程管理理论，善于经营与开拓，在人力资源改革中，全力推行“数字化绩效管理体系”，建立KPI考核模型与专业化岗位序列制度；全面引入6sigma管理理念与方法，改进并细化业务管理流程和处理流程，研发并推出了“一话通”品牌下“快易理财”、“电话支付”“95555互动银行”等系列电话银行产品；实行差异化服务，推出贵宾服务专线及英文人工服务；95555服务质量得到持续、有效地提升。2010年在中国金融行业首推远程银行，采用国际化的管理方法和手段，大胆创新、勇于实践，建立起全新的远程银行运行与管理体系，拓展银行服务的领域，开创了银行服务的新时代。

在徐子颖女士的领导下，招商银行远程银行中心连续七年获评“中国最佳呼叫中心”，并获得“全球最佳呼叫中心”、“亚太最佳呼叫中心”、中国银行业优秀客服中心“综合示范奖”、中国及亚太“最后尊敬的知识型组织奖”等多项荣誉，其本人也先后获得“中国客户服务杰出贡献奖”、“中国最佳客户服务管理人奖”、“呼叫中心十年个人成就奖”、“呼叫中心终身成就奖”。

Mr. Gu Xiaofeng, Operation Director

China Pacific Life Insurance Co., Ltd.

Topic: The Application of Innovation in Insurance Value Chain

Presentation Outline:

1. 移动展业新工具“神行太保”

2. 创新服务接口“保全GPS”

3. 强化诚信建设“把理赔放进金鱼缸”

4. 构建面向客户的卓越营运体系

2000-2004 太平洋人寿保险总公司信息技术部副总经理

2005-2010 太平洋人寿保险总公司信息技术部总经理

2011年至今太平洋人寿保险总公司营运总监（业务流程）

Mr. Eric Lee, Vice President, Digital Marketing

RHB Investment Bank Berhad

Topic:Future Development on Enterprise Digital Marketing and Multi-Channel Service Strategy

Eric drives RHB Investment Bank’s brokerage businesses with highly targeted digital marketing, social media and eCommunities strategies, enabling real-time tracking of 1^st-hand markets' conversations regionally, with value-added, customer-focused engagements to increase RHB Investment Bank's proposition—complete with far-reaching capabilities to pin-point sales opportunities for bank’s front liners nationwide and regionally. Eric is also the creator of Malaysia's largest investment community on Yahoo! (RHBInvest-Yahoo! Group) and pro-actively reaches out via rhbinvest tweets, www.twitter.com/rhbinvest Malaysia's most active investment twitter by a local brokerage, while continuously developing new innovative ways to effectively engage using multi-screen strategies.

Mr. Daniel Yen, CEO & Founder

Digital Marketing ROI Pte Ltd

Topic: Virtualizing Business Development & Customer Service

Presentation Outline:

1. “Beyond having a great product, providing excellent Customer Service needs to extend to your online presence”
2. How can you extend the Customer Experience Continuum Online? First impressions count Every Touch point matters In Person, phone or Web based
3. Turn a basic website into a Relationship Development & Customer Service enabled Digital Showroom

Daniel Yen is CEO & founder of Digital Marketing ROI. Daniel leads the Digital Intelligence Consulting Practice and & is Chief Technology Architect for the company's Business Development Virtualization solutions.

Daniel has provided thought leadership & consulted for Directors, C.M.O and Stakeholders of Fortune 500 companies on Digital Strategy, Cloud Computing & Analytics. He is a current regular presenter & thought leader for Intel's Embedded Intelligence initiative in APAC.

Daniel has previously presented for Cisco on Virtualization benefits of Cloud. To date, Daniel has consulted for over 50 global companies like Alibaba, Google, Yahoo, SCB, eBay, Savills, Avis just to name a few.

Daniel started Digital Marketing ROI to fully Digitize the Sales & Marketing processes of businesses into a fully automated digital environment. His focus is making doing business on the Web come as close as possible to a real life, in-person shopping experience. He refers to that as going "Beyond Web 2.0+". Today, his goal is to seamlessly integrate Digital Marketing & Online Customer Service as a support & supplement to real-time in-person Customer Service Assistance.

Daniel has a voracious appetite for knowledge and his kept up his drive learning new things since the age of 10 with wide ranging interest from Quantum Physics, Neuro Linguistics, Cosmology, Business Development & most recently Green Environmental Hi-Technologies. To check his blog, Google his name.

Mr. Koert Breebaart, Senior Principal Value Engineering

SAP Asia Pte Ltd

Topic: 5 Stepping Stones to Customer Centricity

Presentation Outline:

1. Introduction
2. The 5 Stepping Stones to Customer Centricity
3. Use Case: SingTel

Koert Breebaart is a Customer Experience professional and expert in developing and driving the execution of Customer Experience Strategies covering B2C and B2B customer segments. He is the author of a business books on Customer Centricity. Koert joined SAP Asia at the beginning of 2012 in the role of Senior Principal Value Engineering.

Previously Koert was leading a Customer Centricity transformation with SingTel as Director Customer Experience. SingTel is one of Asia’s leading communications groups. Koert was responsible for developing and driving the execution of SingTel’s overall Customer Experience Strategy, covering consumer and corporate customer segments in Singapore. He was heading a team of Customer Experience professionals that are looking after Customer Experience measurements, plans to improve the Customer Experience, the governance and change management aspects.

Before joining SingTel, Koert worked 11 years with Accenture as a Management Consultant. He advised leading organizations, in general the top 500 multinationals, across Europe and Asia to define innovative strategies and realizing business transformation in the areas of marketing, sales and customer service. He is recognized for his thought leadership in the areas of customer experience, sales excellence, project management and global operating models.

Koert has a Master of Science degree in Systems Engineering. He is a resident of Singapore and is married to Julie and has a son Faas.

Mr. Stephen S. Y. Wong, Director & General Manager, Asia Miles Limited

Cathay Pacific Airways Limited

Topic: Global CRM & Customer Loyalty Management Innovation & Integration

As Director & General Manager Asia Miles Ltd of Cathay Pacific Airways, Stephen Wong is charged with managing the 4.2 million-strong award-winning Asia Miles travel reward programme.

Stephen remit includes driving the loyalty strategy of worldwide members, managing partnership and business development as well as determining Asia Miles database marketing strategy using data-mining and data-warehousing tools to enhance membership and revenue development.

Prior to his current position, Stephen held a number of management assignments with Cathay Pacific Airways in more than five regions including the US, Hong Kong, Singapore, Japan and Vietnam. His most recent position at the airline was Vice President Sales Americas.

A Sloan Fellow of the Stanford Graduate School of Business, with a Master of Science in Management and a Certificate in Public Management and Social Innovation, Stephen also completed the INSEAD Finance and General Management executive training programmes in both France and Singapore. Stephen holds a bachelor degree from Michigan State University.

Stephen is a frequent guest speaker at trade and academic seminars, including presentations at various conferences in Hong Kong, Singapore and Japan.

He is a keen football fan and is a certified football coach under the Asian Football Confederation. He enjoys sharing his love of football with young people.

Mr. Al Kwok, Principal IP Advisor

STARS Foundation

Topic: Customer Service is the Most Valuable Source for Innovation – a Success Story of Silicon Valley

Mr. Kwok has been working in the semiconductor industry since 1979, with extensive trend-setting and start-up experiences (at IDT, Quality Semiconductor, PMC-Flash and NetLogic Microsystems), covering business developments, cutting-edge technology developments and applications, IP portfolio developments and licensing, manufacturing operations, as well as product developments and product engineering. As a trailblazer, Mr. Kwok has been leading the major paradigm shifts in semiconductor business: from NMOS to CMOS, IDM to fabless design house and outsourcing, IP creation and sourcing, as well as standardization efforts and market developments for emerging applications.

Mr. Kwok returned to Hong Kong/PRD in 2002 and has been promoting application/service platform developments as well as IP and innovation management in China. Mr. Kwok was the co-editor of the first comprehensive International IP Management Training Manual (over 600 pages) in Chinese published in China, designated for the “Certified IP Manager” training class co-organized by CEC/CIIPS with a goal to create a certified professional IP practitioner community in China for proper IP management and IPR protection.

He has a BSES and a MSEE from the University of Texas at Austin (UT Austin).

Mr. Charlie Pownall, Communications Consultant

Key Sharing Areas:

1. Social media
2. Crisis communications
3. Customer service

Drawing on over fifteen years of Public Relations, Corporate Communications, Social Media, Online Marketing and Journalism, Charlie is an experienced communications consultant, having advised a wide range of organizations across many industries, including Bayer, BP, Boots, CIMB Bank, Diageo, EADS, Hong Kong government, Huawei, LG Electronics, London Business School, London South Bank Centre, Monsanto, Novartis, Qualcomm, Singapore government, The Peninsula Hotels, The V&A Museum.

Charlie has been Managing Director, Digital (Asia-Pacific) at Burson-Marsteller, Group Communications Manager at WPP, Group Head of Communications at European digital agency Syzygy AG, a reporter at Reuters London News Radio and a speechwriter and press officer at the European Commission.

A graduate in Art History and with diplomas in International Relations from the London School of Economics and in Journalism from City University, London, Charlie writes and speaks frequently on reputation management, social media and social business.

He is author of Managing Corporate Reputation in the Digital Age, Death or Glory? The Corporate Response to Social Change and iRelations: Effective Online Investor Relations.

Dr. Thomas Tong, Founder

Dr.Thomas Tong Professional Services Limited

Dr. Thomas Tong is the founder and CEO of Dr. Thomas Tong Professional Services Limited (TTPS). He is also the Vice Principal (Academic Department) of Hong Kong Academy of Financial Research and currently the course leader in School of Continuous Professional Education (SCOPE, CityU).

He developed the CICMF model (the unique manpower forecasting model) for the Construction Industry Council (HKCIC) in 2011 which helps to establish the construction labor training policy in Hong Kong. He has highly involved in academic research for over 10 years and he has published over 25 international refereed academic journal papers. He has also published two books:

(1) Decision Making and Operations Research Techniques for Construction Management, and

(2) Best Trading Days of Selected US stocks

Dr. Tong is now coordinating the academic works of a top-up degree course in SCOPE, CityU. He is also responsible for the corporate training activities in Hong Kong Academy of Financial Research for large organizations in mainland China.

TTPS is focusing on consultancy works to help organizations to applied artificial intelligence to the business activities.

Mr. David Jacques, Founder & Principal Consultant

Customer input Limited

Key Sharing Areas:

1. Holistic Customer Experience Management
2. Cross-channel interactions
3. Voice of the Customer
4. Cross-departmental collaboration

David Jacques is the Founder and Principal Consultant of Customer input Ltd, providing customer experience management consulting, training and workshops.

Pioneer in customer experience management, Mr. Jacques has over 17 years of professional experience in research, design and strategy and has worked with many blue-chip firms worldwide in multiple industries from finance and travel to consumer products on understanding the totality of their customer experience. Based on detailed analysis of consumer attitudes, behavior and motivators a multiple channels he has provided strategies and solutions to help companies worldwide deliver differentiated and seamless customer experiences.

From his year experience across multiple industries he has created the first comprehensive Framework which takes a holistic approach to organization-wide, cross-departmental Customer Experience Management. The foundation of his workshops, it includes all aspects of customer experience management including customer experience lifecycle audit and mapping, organizational alignment, cross-departmental voice of the customer program and enterprise feedback management and experience KPIs and experience design.

Originally from Montreal, Canada, he has lived and worked in New York and in Hong Kong where he has been based since 1999.He publishes thought-provoking and forward thinking articles on customer experience regularly through the Customer input Journal.

Mr. Francesco Furnari, CEO

Clarity International

Francesco is Director and Co-founder of Clarity International, an Innovation, Marketing and Product consulting firm, headquartered in Milan with offices in the United Kingdom, Bulgaria, USA, and Hong Kong.

Francesco has more than twelve years of international experience in marketing communications, business development and product/service customer experience improvement. Francesco is also co-author of the textbook "Exploring Internal Communication" published by Pearson.

Before Clarity International, Francesco was part of the senior management team at Venation, a spin-off of British Telecom and Microsoft offering content delivery solutions for the finance, government and retail industries.

Francesco was previously in a number of brand, marketing and communications roles with the networking giant British Telecom where his activities included creative design management, branding and PR. Earlier in his career Francesco worked as consultant with Cisco Systems, RAI and Hewlett-Packard.

Francesco has won numerous honours and awards including the Third Sector Excellence Awards, Charity Times Awards, IEC Converged World Award, three BT Innovation Awards, two Exceptional Marketing Achievement Awards, Red Herring Top 50 Innovative Company, the Guardian 100 Index business leader & Company to watch.

Francesco is a leading member at the Cambridge Sustainability Network (CSN) and a member of the Humanitarian International Staff at CESVI.

Mr. Sebastien Balestas, Director, International Business Development

Avazu DSP

Key Sharing Areas:

1. Online Marketing activities & the Digital industry

2. How to increase the ROI of a digital campaign

3. A new ecosystem based on Real Time Bidding and campaign optimization

4. How to increase your brand awareness online

5. Data Minding providers

Sebastien develops not only the business development by looking for people working in the online marketing industry but also solution our internal service Audience Targeting, Personalized Retargeting and Real Time Bidding. Sebastien owns partnership with the top 50 000 Alexa rank e-commerce websites in Europe. He also works with Affiliates platforms such as Tradedoubler, Affilinet, Netaffiliation, Effiliation, Webgains, Argona and many more over France, Germany, Italy, Spain and the U.K and the main digital agencies in Europe including their Trading Desks. Avazu DSP has a strong inventory in Europe, U.S and Australia with a 90 % worldwide coverage over direct publishers, Ad Exchanges (Google Doubleclick, Yahoo Right Media, Appnexus and many more), Ad Networks, SSP's and direct publishers.

Mr Balestas has over 5 years experience in online marketing and is now managing a team of people from different countries such as France, China, Germany, Spain, Italy...Sebastien leads the business development team and the account management team to negotiate with the top e-commerce merchants in Europe and optimize their online marketing campaigns. He offers to his clients the best service including managing the budget and the ROI of their campaigns through Right Media, Google GDN / ADX, Appnexus. He collaborates with the top affiliate programs and agencies in Europe, US and China and provides financial report & ROI for the AVAZU DSP department.

Sebastien graduates from SKEMA Business School with a Master of Science degree and majored in Entrepreneurship & Business Development. In 2007, he started his career in New York and finally came to China in the year of 2009 as an international experienced talent.

Mr. Derek Tan, Research Director

Ipsos Hong Kong

•Derek began his research career in early Year 2000 and is a very hands-on researcher responsible for design and implementation of both local and international quantitative research programs for some of the most successful global brands.

Derek has developed his expertise in brand and communication practices, advertising campaign evaluation and customer experience. He is also actively engaged in the area of social media research.

Derek holds a First Class Honours degree in BA Marketing from University of Huddersfield, United Kingdom and a Masters in Business Administration (MBA) from Henley Business School, United Kingdom.