Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Big Data, InnoTech, A.I. Accelerate Sharing & Experience Economy

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. Tatsumi Yamashita, CEO

Help Desk Institute, Japan
 

Topic: Contact Center Benchmarking and Knowledge-Centered Service

Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in 2006, which is the largest benchmarking database in Asia Pacific. The Benchmarking grades all evaluated 2,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefore, it is well-known as the ‘Michelin Red Guide’ for the customer service industry.

Tatsumi Yamashita has 30 years of experience in the support industry 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 are applied toward the advancement of Japanese support environments. He 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 now.

Tatsumi became one of the 2016 HDI Hall of Fame Inductees recognizes influential members of the community for their outstanding contributions to HDI.

Ms. Jaiporn Srisakul, Managing Director

Advanced Contact Center Co., Ltd, Thailand

Topic: Digital Transformation Journey to Offer International Service, Commerce, Culture and Customer Experience Innovation

Ms. Jaiporn Srisakul, Managing Director of Advanced Contact Center Co., Ltd., the premier contact center in Thailand and a subsidiary of Advanced Info Service (AIS), the largest mobile operator in Thailand with 42 million subscribers and 97% nationwide coverage. As having experience in call center in decades, she is aiming to offer best customer experience through every touch points with speed, quality and choice matching with individual customer life style and preferences. Next is moving forward to the edge of Digital Age, realize how important to build and grow her staff competency in technology and digital lifestyles.

Mr. Jit Seng Ng, Chief Customer Experience Officer

AIA Bhd.

Topic: Innovation in AIA

Jit Seng Ng先生畢業於英國利茲大學，曾經在愛立信手機、渣打銀行、匯豐銀行、馬來西亞航空公司等知名企業任職，主要負責服務質量把控和流程管理等方面的工作。

之後他主要在活躍在保險行業，曾先後在紅龍保險、保誠保險工作，後於2014年加入友邦保險，在保險行業的業務流程再造、程序管理和服務體驗管理等方面積累了豐富的經驗，並具有個人獨到的見解。

Mr. Sudesh Thevasenabathy, Head of Customer Care Management

AXA Hong Kong

Topic: Enhancing Customer Experience through an Omni-channel Strategy

Sudesh Thevasenabathy brings with him more than 15 years of experience specialising in customer experience, process efficiencies and change management across multiple industries including telecommunications, consumer products, manufacturing, banking as well as more recently insurance, through his tenures with HSBC and Bank of America Merrill Lynch before joining AXA Hong Kong four years ago.

In his current role, Sudesh is Head of Customer Care Management at AXA Hong Kong where is manages and run all th. In a previous role, he led a company-wide customer centricity and experience programme delivering numerous customer experience enhancements through the deployment of rapid and agile approaches which have translated to immediate and significant changes throughout. This transversal programme covers both customer experience improvements and employee culture change. The radical approach in enhancing customer experience resulted in AXA Hong Kong winning 2016 APCSC CRE Awards for Best Customer Experience Managemene customer contact Teams across the Life, Health and General Insurance business, as well as driving key customer touchpoint improvementst of the Year.

Mr. Bradly Moore, Senior Director, Sales Operations

Genesys APAC
 

Topic: Customer Experience trends and simplified transformation with Genesys

Brandly has 18 years’ experience in small to large contact centres, unified communications, premise, subscription and cloud business development.

Mr. Mukesh Pilania, Managing Director & CEO

Yantrik

Topic: Successful Strategies for Omni-channel Transformation Roadmap based on Digital & Data Pillars

Mukesh is a MBA professional with specialization in Marketing and Finance. Mukesh is curently leading Yantrik ( yan3k.com) in Insurtech world, working towards insurance industry disruption, focusing on digitization & automation solutions based on Artificial intelligence ( AI).

Before Yantrik, Mukesh has worked in insurance industry for more than 16 years across different functions like distribution, marketing, digital & operations.

In his last role, he was leading customer experince for AXA as Asia Regional Head based in Hong Kong. Mukesh was responsible to trasnform & manage end to end customer experience for AXA Asia entities across 8 countires. Prior to the Regional CX Role, he was Asia Regional Head of operational excellence.

Ms. Belinda Kuo, Senior Vice President, Head of Customer Centre

DBS Bank (Taiwan)

Topic: DBS Customer Centre Transformation

郭碧惠女士現任星展銀行(台灣)客服中心資深副總裁，帶領將近兩百位員工提供專業、創新的客戶服務。星展银行(台湾)客戶服務中心是台灣唯一一家整合消費金融與企業金融的客戶服務中心。除了線上提供專業的線上投資交易與全方位產品服務之外，也成功打造業界唯一消企金整併的智能客服。

Mr. Jit Seng Ng, Chief Customer Experience Officer

AIA Bhd.

Topic: Innovation in AIA

Jit Seng Ng先生畢業於英國利茲大學，曾經在愛立信手機、渣打銀行、匯豐銀行、馬來西亞航空公司等知名企業任職，主要負責服務質量把控和流程管理等方面的工作。

之後他主要在活躍在保險行業，曾先後在紅龍保險、保誠保險工作，後於2014年加入友邦保險，在保險行業的業務流程再造、程序管理和服務體驗管理等方面積累了豐富的經驗，並具有個人獨到的見解。

Connie Cheung, Head of Watson Customer Engagement,  IBM Greater China Group

IBM

Shenzhen Gas Corporation Ltd.

Topic: The Transformation and Upgrading of the Traditional Gas Industry by Intelligent Service

江龑先生現任深圳市燃氣集團股份有限公司資訊中心IT技術副經理。

他負責管道氣客戶服務互聯網業務有關的資訊系統規劃與實施工作，先後成功打造“深圳燃氣”微信公眾號、“深圳燃氣”支付寶服務窗及繳費平臺、“深圳燃氣”管道氣網上營業廳等客戶服務互聯網平臺，積極探索智慧時代下傳統城市燃氣企業依託大資料、新科技、智慧化應用，創新客戶體驗。

Find Solution Artificial Intelligence Group

Topic: Leverage on Personalized Learning Experience, Big Data and Analytics to Enhance Corporate Profitability

Ms. Viola Lam, Founder & CEO of AI company - Find Solution Artificial Intelligence Limited (FSAI), was founded in Hong Kong in 2016, who won the Entrepreneur Year 2015/16 of the Youth Business International.

With Viola’s significant teaching achievement and experience, she understands the excessive demand on both of education (and potentially on medical research). This is the reason she would like to improve students study progress with the innovation of the selfmotivated learning model and Find Solution AI was born.

Dr. Yazhou Xiao, Assistant professor

China University of Technology

Topic:  Innovative Science and Technology in the Intelligent City

Dr. Shiau is executive committee member of Chinese Society for Quality, and has extensive working experience in manufacturing engineering. His researches are quality management, e-commerce, business analysis, information system development.

Dr. Shiau has taken the assistant professor role in marketing, information management and service management studies in Universities in Taiwan.
 

Mr. Tommy Fan, Regional Director,  Hong Kong/Taiwan/Macau

Xiaoi Robot Technology (HK) Ltd.
 

Topic: Artificial Intelligence for better Human Interactions

Tommy has more than 10 years’ experience with the world’s leading tech organisations, with a track record of steering sales, business development and operational teams in achieving targets.

Prior to joining Xiaoi, Fan served at several MNC around APAC region, such as eBay, Digital River and Acer.

Tommy studied Electrical and Electronic Engineering in University of Auckland.

Ms. Susan Pollock, Senior Vice President

Teleperformance

Topic: Telepeformance Adopting AI to Empower Agents to Deliver Service Excellence

Susan Pollock小姐在汽車，消費品，零售，技術，旅遊，銀行和金融服務方面有著15多年的經驗，善於設計產品生命週期中客戶互動的管理舉措，並在吸引和留住年輕消費者和全媒體渠道應用方面具有專長。

在此基礎上，她開發了世界級的項目，利用了運營和技術解決方案，降低了運營成本，改善了顧客體驗，推動了銷售和交叉銷售。蘇珊在實現客戶業務目標的外包解決方案方面具有良好的業績記錄。

Lenovo  China

Topic:  Intelligent Lenovo Serving China

郁丹丹女士于2016年加入联想，现任联想（中国）线上服务高级经理一职。同时负责管理位于北京和无锡两地的客户联络中心，为联想中国区用户提供专业、创新的售后关怀服务。团队规模超过200人。

郁丹丹女士在十余年的客户联络中心从职业生涯中，致力于精细化管理，不断完善联络中心的体系建设，优化管理成本。近些年她更专注于互联网服务模式创新、细分用户经营以及智能化呼叫中心建设。她负责管理的联想细分交付团队，针对不同设备的使用人群，成功打造了“新妹服务”、“拯救者大神服务”，同时成功拓展了1v1视频服务以及游戏陪玩服务等创新服务模式。

Ms.Nara Kann, Chief Client Officer

Manulife Cambodia

 

China Council for International Investment Promotion

President, Academy of Contact Center & BPO (ACCB)
Founder, Asia Pacific Contact Center Association Leaders (APCCAL)
COP, Certified Outsourcing Professional
Certified trainer, AT&T College of Call Center Excellence

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.

Shenzhen Gas Corporation Ltd.

李書濤先生為香港理工大學工商管理碩士，現任深圳市燃氣集團股份有限公司客戶服務管理部總經理。

李書濤先生負責深圳燃氣服務運營的統籌管理，組織開展了深圳燃氣客戶服務體系的規劃與建設,搭建起深圳燃氣新的服務管理體系，參與打造智慧燃氣服務平臺，針對客戶需求開展流程優化,積極打造標準化、規範化、智慧化、專業化的城市燃氣服務模式。

Ms. Amy Zhao, Senior Director, Customer Service Center

北京瑞金麟網路技術服務有限公司

趙茹女士曾就職於義大利默洛尼潔具公司、七星國際購物、窩窩團、北京三六五世界科技服務公司，擔任客服經理、質培經理、運營管理總監等職務。有13年客服行業管理經驗，掌握客服行業所有經營模式，承接並服務近100個不同類型客服外包項目。

George Aprane is the APAC Partner Leader for Genesys in APAC.
He has a broad experience in high-tech sales and marketing spanning business development, Strategic alliances and Product marketing.
He is an experienced and well-respected speaker in the customer experience industry.
Prior to joining Genesys, George was the Sales Director for the Cisco' Collaboration business in ASEAN.
He has done multiple roles in Cisco: he led the Collaboration Commercial business across APAC and Cisco' Strategic Alliance Organization in APAC.
George holds a Bachelor of engineering and a Masters in Management of Technology from National University of Singapore.