APCSC Customer Relationship Excellence & CSQS Summit 2003


About the Summit
  APCSC Summit 2003
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Speakers (中文)

How to Achieve in Customer Relationship Excellence

Mr. Jason Chu
, Chairman
Asia Pacific Customer Service Consortium

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.



Delivering Superior Value to Corporate Customers

Lane Leskela, Research Director
Gartner G2

Lane Leskela is the Seattle-based research director for GartnerG2 Corporate Financial Services. Lane conducts research on the impact of new regulations, technology, economic changes and customer demand in the business strategy and operations of corporate financial services. He provides client advice from continuous analysis of corporate banking practices and investment services in Asia Pacific and North America. Lane holds a dual bachelor's degree in international studies and economics from Portland State University (Portland, Oregon), as well as a master's degree in international affairs with a concentration in Asian Economics from Columbia University's School of International and Public Affairs in New York

GartnerG2 is the new research service from Gartner aimed at helping business strategists guide and grow their businesses. GartnerG2 has a team of analysts across Australia, Asia, the US and Europe. GartnerG2 research is a global knowledge base that covers the breadth and depth of business growth opportunities.


  Getting Closer to Customer Relationship Excellence:
The SmarTone Way........

Mr. William Yeung
, Director of Customers Division
Smartone Mobile Communications Ltd
楊主光先生___ 數碼通客戶部總監

William Yeung is the Director of Customers Division at Smartone Mobile Communications Limited. He is responsible for all sales and customer service functions. Mr.Yeung has over 10 years' experience in the telecommunications industry. Prior to joining Smartone, Mr. Yeung was the General Manager of Personal Communications and Retail Division in Tricom Telecom Limited. Mr. Yeung holds a Bachelor of Arts degree from Hong Kong Baptist University, a Master of Business Administration degree from University of Strathclyde, UK and also a Master of Science degree in Electronic Commerce and Internet Computing from the University of Hong Kong.

CRE Award Winner!

  • Customer Relationship Excellence Outstanding Achievement 2002
  • Call Center of the Year 2002 (Telecommunications)
  • Call Center Professional of the Year 2002


Customer Satisfaction and Loyalty Management in a Competitive Financial Sector (Case Study)

Mr. Kevin C. P. Yeh
General Manager of Customer Service Department
Chinatrust Commercial Bank

Kevin Yeh graduated from National Taipei College of Business in 1973 and later gained the Master Degree from Executive MBA Program of Chinatrust Group in1993. Kevin has been in Chinatrust Commercial Bank for 28 years.

He has rich experience in the retail finance field, including branch management, sales and promotion, marketing and advertisement, product planning, image and public relationship management. His current position is the General Manager of the Customer Service Department.

CRE Award Winner!

  • Call Center of the Year 2002 (Financial Services)
  • Customer Loyalty Program of the Year 2002 (Financial Services)
  • Customer Satisfaction Quality System of the Year 2002


Creating Successful Direct Marketing: Use of direct media, business intelligence, timing, offers, customer contacts, future (Case Study)

Mr. C F Lin,
Director - Marketing Division
Fubon Financial Holding Company Limited
Mr Lin is the President of Fubon Direct Marketing & Consulting Co and the Director of the Marketing Division of Fubon Financial Holding Co. Ltd. Mr. Lin has over 20 years of experience in the financial industry with strong IT, Marketing and Direct Channels. 

Mr. Lin had worked in Citibank for 14 years holding positions as Technology Head of Information Dept, Deputy Treasurer, and Marketing Director.  Mr Lin also had been the Assistant General Manager of CIGNA Life Insurance Company for 5 years, responsible for developing the insurance business of the company.  Moreover, Mr Lin was the General Manager of a public relations company and cooperated with many international companies, such as Philip Morris, 浤豐洋酒公司 (distributor of Johnny Walker and Hennessy VSOP in Taiwan), and World Gold Council. 

Mr Lin was also a lecturer at universities in the past 10 years.  Mr Lin obtained his Master of Science degree from the Baker University of Kansas in USA.


Empowering your Customers with Multichannel Interactions

Mr. Antonio Cheung,
General Manager
Continuous Technologies International Ltd

Antonio is the General Manager of Continuous Technologies International Limited. He is an IT veteran with more than 20 years of experience. Prior to Continuous Technologies, he was Managing Director, Asia of Intershop Communications which is the largest e-commerce solution provider in Europe. He has also held various regional management positions in multinational IT companies including Software AG, SCO Unix, Tandem and IBM.


Enabling effective Customer relationships - CSL's experience (Case Study)

Mr. Peter Smith,
General Manager, Information Technology
Hong Kong CSL

Peter is the General Manager of IT at Hong Kong CSL, responsible for setting the company IT direction, and managing all IT related functions. Prior to joining CSL, Peter was the head of the Customer Solutions group within Telstra in Australia, responsible for development and implementation of an overall CRM technology strategy for Telstra Mobile. This role encompassed establishing a CRM technology strategy blueprint, together with delivering the program to create a multi-channel, integrated front office environment. Over the past 3 years, Mr. Smith has provided IT consultancy services for a number of Mobile Network Operators throughout in the East Asia region.

Mr. Smith has more than 16 years of experience in the telecommunications industry, and holds a Bachelor of Science degree, majoring in Computer Science, from Monash University in Australia.


Mission Critical Contact Center Where Failure Is Not an Option (FNAO)

Mr. Kevin Lodge,
Head of Customer Services in Asia Pacific
Society for Worldwide Interbank Financial Telecommunication (SWIFT)

Kevin has over 18 years experience in customer services. He started his career with British Gas in the UK, initially as a management trainee within the engineering department, before moving into IT.

Kevin joined his current company SWIFT in Belgium in 1986 initially in a technical support capacity. SWIFT operates a mission critical global financial network for 7000 customers handling 7 million messages per day.

Kevin moved to Hong Kong in 1990 to supervise a small sales support team and has been responsible for expanding the operation into a full service centre which operates as a single point of contact for SWIFT customers globally during AP business hours. In addition Kevin is responsible for a service centre which has recently opened in Japan.


RoundTable Panel Discussion Financial Services & Media Marketing

Director, Head of Institutional Business
程劍慧小姐    景順亞洲董事及機構投資業務主管

With 10 years of industry experience in Hong Kong and overseas, Kerry Ching is responsible for developing INVESCO's institutional business and servicing institutional clients in Hong Kong. She also heads up the Product Development function and works closely with the distribution channels to explore new product opportunities. Prior to joining INVESCO in 1999, she worked for the Securities and Futures Commission and two fund houses in Toronto. Ms. Ching has a Master of Business Administration degree from the University of Western Ontario and is a Certified Financial Planner and Chartered Accountant. She is a holder of the Chartered Financial Analyst designation.

CRE Award Winner!

  • High Speed Customer Service of the Year 2002


CRM Technology and Integration for Customer Value Creation in Business Operation

Mr. Larry Huang
Manager of eTrade & Customer Service Center Department, President Securities Corporation;
Chief Training Consultant,
Taiwan Call Center Development Association (TCCDA)
統一綜合證券股份有限公司 電子科技服務中心 經理
臺灣客服中心發展協會 首席教育訓練顧問

Mr. Huang is the Chief Training Consultant of Taiwan Call Center Development Association (TCCDA). Currently, TCCDA has more than 38 group members and 200 individual members in Taiwan. These members are from diverse industries including finance, insurance, telecommunication, utilities & transportation.

Mr. Huang is also the Manager of eTrade & Customer Service Center Department of President Securities Corporation. He has planned and guided the development of eTrade and Call Center Application Systems including IVR, CTI server, and Legacy Integrated System.

Mr. Huang has more than 10-year development experiences of application systems in securities-related fields, including 8 years in EDS/Taiwan as a team leader of securities business line. He is an expert not only in OLTP system between brokerage firms and TSE (Taiwan Securities Exchange), but also at back-end settlement system, assets management system, bonds trading & settlement system and custodian bank system.



Call Center Market Development and Strategic Applications in China

Mr. Chen-dong Guo
, President

CTI Forum, China

CTI Forum www.ctiforum.com was found in December 1999. CTI Forum is a neutral professional website specializing in the market research and consulting within China's CTI, Call Center and CRM market. Mr. Guo is the founder and Executive Director of CTI Forum.

Mr. Guo has been in the industry of Telecommunications and Posts for 10 years and has been managing business for CTI and Call Center product development and marketing promotion.

Prior to CTI Forum, Mr. Guo was in CHINA PUTIAN CORPORATION whose predecessor is China Posts and Telecommunications Industry Corporation.


New Horizon of Call Center Outsourcing Services - Strategic Business Partner Management

Mr. Deng-song Chiou

, Taiwan Teleservices & Technologies Ltd, Taiwan
Vice President, Taiwan Cellular Corporation Ltd
邱登崧先生___ 台灣客服科技總經理

Mr. Chiou graduated in Department of Transportation & Communication Management Science of National Cheng Kung University and received Master Degree in University of California, Riverside, major in Computer Science.

Mr. Chiou was in the Product Development Department of Siemens Telecommunication Systems Ltd for six years. He joined Pacific Telecom in 1995. In 1998, he was the Head of Call Center Department of Taiwan Cellular Corporation. Mr. Chiou is the President of Taiwan Teleservices & Technologies (TTNT) since June 2001.

Under the leadership of Mr. Chiou, TTNT received ISO 9001:2000 International Standard for Service Quality. Mr. Chiou has planned and developed the most advanced Call Center Application Systems, developed Taiwan Cellular Corp personal website services. TTNT also received the greatest honor of A+ customer satisfaction level from The Directorate General of Telecommunications in Taiwan.

There are more than 2000 staff and 1500 seats in TTNT which is the largest professional customer service company in Taiwan.

CRE Award Winner!

  • Best Use of Call Center Technology of the Year 2002
  • Outsourcing Team of the Year 2002
  • CEO of the Year 2002


Market Challenge > What's CRM > CRM solution in Brief > How to choose and implement CRM

Mr. Kevin Jiang
CRM Business Development Director, SAP China
蔣歆先生___ SAP 中國  中國區CRM業務拓展總監

After Graduating, Kevin joined Siemens Industrial Automation Shanghai Co. and was responsible for the IT infrastructure, which including the management of Financial and Service systems. In addition, he has managed software development projects in US and Germany.

Kevin joined SAP at the beginning of 1997 and has been involved with  CRM projects in Germany and Japan. At the beginning of 2001, Kevin was promoted to CRM Business Development Director of SAP China to lead marketing, presales and implementation to provide SAP CRM solutions to customers. He has conducted system designs and implementation projects for major customers like SVA, Chang Chun FAW, Digital China, and Stateline.


Building and Retention of High Valued Customers in Call Center

Dr. David Yuan,
CRM Director
Accenture China     

袁道唯博士___ 中國埃森哲CRM總監

Dr. Yuan is the CRM Director of Accenture China.  Prior to joining Accenture China, Dr. Yuan was the Director of Business Consulting and General Manager of e-Sales Business Unit in Hewlett-Packard China and Director of Direct Sales Division in Dell Computer (China). Dr Yuan has been in the business of call centre, development of on-line business, CRM , and marketing through data mining for many years.

Dr. Yuan received his Ph.D. in Psychology/Behavioral Neuroscience from University of Southern California. He was Post-doctoral Researcher in University of California, Irvine. Dr. Yuan is a consultant professor in the School of Economics and Management of Tong Ji University in China.


Listening to your Customers to Maximize the Customer Relationship

Mr. P C Ting, General Manager, North Asia,
Witness Systems
丁寶照先生___ Witness Systems 北亞洲區總經理

CRE Awards Silver Sponsor


  Customer Relationship Management: Value, Service and Execution at Customer Service Center (Case Study)

Ms. Rainbow Li
, Senior Manager of Customer Service
Hutchison Telecommunications Ltd

CRE Award Winner!

  • Customer Service Center of the Year 2002
  • Corporate Service Team of the Year 2002
  • Customer Loyalty Program of the Year 2002
  • CRM Director of the Year 2002


Total Customer Experience Management at SONY (Case Study)

Mr. Stephen Wong
, Division Manager
Sony Corporation (HK) Ltd
黃志明先生___ 新力(香港)有限公司本部經理

Stephen Wong is the Division Manager of Sony Corporation (HK) Ltd and also the adviser for Sony China Call Center. Stephen has more than 10 years experience in Managing Customer Service and Call Center Knowledge

Management, e-training for Sony staff in East Asia Region. Stephen is now responsible for managing Sony (HK) eContact Center supporting the full range of Sony products and services. He is also responsible for managing three Customer Service Centers. Sony (HK) Call Center has received many awards including Sony's Global Chief Quality Officer ( CQO ) Gold Award.

CRE Award Winner!

  • Call Center of the Year 2002 (Consumer Market)
  • Service Portal of the Year 2002


"PCCW's Winning Practices on Telemarketing for Business Success" - sharing our 4R telemarketing practices

Mr. Lewis Shum,
Assistant Vice President – Business Development (China),
PCCW Teleservices
沈運行先生 電訊盈科Teleservices 商務發展(中國) 助理副總裁

Lewis is the Assistant Vice President – Business Development (China) of PCCW Teleservices.  With more than 15 years of system-integration and contact-management experience in China, Lewis focuses on helping companies in eastern and central China deliver customer-relationship management strategies.

Prior to joining PCCW Teleservices, Lewis was Vice President of PCCW Internet Data Center Services, servicing companies across greater China.  He also gained extensive experience in systems integration and solution consultancy in China in his previous position as general manager of Dicheng Technology Company Limited (Guangzhou), a subsidiary of Compaq Professional Services.

Lewis graduated from the Chinese University of Hong Kong with a degree in physics and computer science.  He also studied e-commerce at the Hong Kong University of Science and Technology.