Wendy Bi
General Manager, FSI Consulting & Integration Technology Service Group,
China HP

Wendy Bi

Ms. Wendy BI, withholding nearly 15 years experiences in banking and financial industries, is familiar with complex IT project management and nationa-wide application integration, implementation and deployment.

Besides, she focuses on business and IT alignment study. She believes that IT is not only the infrastructure to support business development, as well as the driver of service innovation and business process reengineering.

Relying on rich industry knowledge, IT implementation experiences and the agility for market development, she lead HP China finance team to provide varied services for Bank, Insurance and Stock, from business consulting, IT strategic planning, industry solution to complex system integration and implementation.

Edmund Ang
Senior Vice President and General Manager
Asia Pacific, Saleforce

Edmund Ang

Edmund Ang brings more than 25 years of experience building businesses in Asia. As senior vice president and general manager, Asia Pacific, reporting directly to salesforce.com chairman and CEO Marc Benioff, Ang is responsible for leading salesforce.com's Asia Pacific expansion across Asia, the Indian subcontinent and the Australasian region to meet the growing regional demand for enterprise-class on-demand CRM.

Ang joins salesforce.com from Genesys Telecommunications where he served as senior vice president for five years. In a career spanning nearly three decades in the Asia Pacific region, Ang has also held executive roles with IBM, Oracle and Unisys.

Under Ang's leadership, Genesys Telecommunications Asia Pacific division grew revenue 8-fold and achieved the highest market share for Genesys worldwide with customers across 13 countries in the region. He previously served as regional managing director for Oracle, growing the business by 400% in four years. Before joining Oracle, Ang held sales executive positions at IBM and Unisys. He started his career as a Foreign Service Officer in Singapore's Ministry of Foreign Affairs.

Mier Ai
COO
Bertelsmann Direct Group China

Mier Ai

Mier Ai, Chief Operations Officer of Shanghai Bertelsmann Culture Industry Co., Ltd., is responsible for contact center, fulfillment center, database management, Financial Service and logistic operations.

Joining Bertelsmann in 1998, Mier has accumulated experience in various Marketing Service functions such as call center set up & management, telesales, direct marketing management and loyalty program implementation.

Mier is currently member of Bertelsmann Worldwide Senior Expert Circle of Customer Service and Stock Management.

Alfred Fahringer
Senior Vice President
Siemens Shanghai Mobile Communications, Ltd.

Alfred Fahringer

As SVP, Head of Business Unit MN Service of Siemens Shanghai Mobile Communications Ltd, Mr. Alfred Fahringer is now responsible for a Service business of RMB 425 Million with approximately 400 employees distributed over 1 HQ, 3 Regional Offices and various Project offices through out China. Before his delegation to China at the beginning of year 2002 as Head of Customer Operations within the Business Unit Mobile Networks, he had been holding important managerial positions in different Siemens Companies in Pakistan, Brunei and Indonesia. Mr. Fahringer has extensive experience in leading people, projects and businesses. He Started his career 15 years ago in Siemens AG, Germany. In addition to his telecommunication engineering background, he has undergone an MBA Program of the Fuqua School of Business at the Duke University USA.

Tatsuo Muranaka
Group president
Customer Communication and Services Group
Sony China

Tatsuo "Ken" Muranaka

Worked first as an engineer developing fluorescent lamps at Toshiba. Then, there I experienced factory and later overseas sales. This career at Toshiba had provided me with a solid foundation for both technical and managerial skills before joining Sony.

My life at Sony has been customer-service related since I joined Sony. And a 3/4 (four-third's) of it are overseas assignments in New Jersey, San Jose (CA), Cologne, Berlin and now in Shanghai. Various assignments include technical instructor, service operation manger for an OEM biz, European CS head and contact center project manager and global CS planner at Sony Corporation.

It has been a little over two years since I joined Sony China. Currently in charge of Customer Communication and Services group at Sony China, which I am proud to mention, has been awarded the global gold CS KPI award by Sony Corp for three consecutive years.

This assignment in China is both exciting and challenging; exciting to fulfill personal interest in finding more about Japanese ancestral culture; challenging to apply learned knowledge and know-how to rapidly transitioning customer service activities in China.

Stephen Yang
CRM Director
Wyeth Nutrition China

Stephen Yang

Stephen Yang is the CRM Director of Wyeth-Ayerst (China) Ltd. He has been with the Company for over 5 years, taking up various positions in product development, marketing services etc. prior moving to his current role of CRM Director.

Stephen also got rich experience in the FMCG (fast moving consumer goods) business. He accumulated 10 years' solid experience in top-tier multi-natioal companies including Nestle and Dannone in the capacity of National Nutrition Manager and Sr. National Sales Manager.

Before joining the commercial world, Stephen was a registered Pediatrican for almost 4 years and has expertise knowledge in the medical and nutrition industry.

Stephen was graduated in Shanghai Second Medical University with major in Pediatrics.

Dobbin Chan
Call Center General Manager
China Ping An Group

Dobbin Chan

We have appointed Dobbin Chan as our General Manager of the call center. His prime responsibility is to lead a professional management team to run our integrated call center in China , and also to work as the project owner of the latest CRM application platform development inside the Corporation. Mr. Chan has been with Ping An Insurance since January 2005.

Mr. Chan has over 20 years experience in engineering, customer service and business development in the area of telecommunications and information technology sectors. Before joining Ping An Insurance, Mr. Chan was the General Manager PCCW Teleservices in Taiwan and then Beijing from 2002 to 2004. In the 1990's, Mr. Chan was a senior manager of UPS Asia Pacific Region Headquarters for 10 years, developing and managing the call centers and telecommunications infrastructure of the company inside the region.

Mr. Chan graduated in Electronic Engineering from the Hong Kong Polytechnic University in 1983. His career started as a Customer Service Engineer with Wang Pacific Limited, and afterwards, he worked as a Sales Engineer with Cable & Wireless, and as a Senior Sales Engineer with Philips in Hong Kong, and as the Region Telecommunications Manager of UPS, and as the General Manager of PCCW Teleservices in Taiwan and then Beijing .

Zhang Yanhui
General Manager
Forte Group

Zhang Yanhui

Ms. Zhang joined Fusun Group in 1993 and was transferred to Forte Group in 1995, being responsible for the customer services work of the Forte Property business. She started to build the customer service centre of Forte Group in 1997, accumulating relevant customer resources and pioneering the concept of all-rounded customer services to customers. Riding on this, Forte Group is able to build up a comprehensive full service customer services department. Ms. Zhang possesses eight years’ experiences in real estate industry, with a lot of customer services management and operations experiences.

Lane Liu
CRM Manager
Shanghai Volkswagen

Lane Liu

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Kevin Jiang
CRM Business Development Director
SAP China

Kevin Jiang

Kevin Jiang is currently the CRM Solution Director of SAP China. He has over 8 years of SAP business solution experience. He is involved in many CRM projects for various industries, such as FAW-VW(AUTO), SVA(HI-TECH), Stateline(TELECOM).

Kevin used to be the SAP Support and Customer Care Manager of Greater China, which supported the entire SAP customer groups in Mainland China and Hong Kong. His main job was to arrange the support resource to provide qualified service according to SLA, and to take proactive actions to meet special requirements of different customers. He was also the Quality Manager to lead his team passing the ISO9002 external audit for the company. And Kevin, also acted as an internal auditor, carried out ISO9002 internal audit for SAP Asia including offices in Korea and Thailand. The satisfaction level of CN & HK customers in 2000 was the top one among all other APA countries.

At the beginning of 2001, Kevin took the role as CRM Solution Director of SAP China to lead marketing, presales and implementation to provide SAP CRM solutions to the customers. Kevin Jiang has strong background on application deployment on large enterprise, especially on CRM solution's integration on other application like Financial Accounting, Controlling, and HR.

Alex Wong
Chinaman & CEO
800TeleServices

Alex Wong

is the Chairman & CEO of 800 TeleServices Holding Ltd, a leading Customer Relationship Management solution provider offering premium tailor-made services to businesses in Hong Kong, Taipei & Shanghai. He is also a columnist for some of the well-known media in Hong Kong.

With over 14 years of experience in the telecommunication industry, Mr. Wong has been overseeing the strategic business development & marketing for the Hutchison Telecommunication, with proven record in achieving the paging license in Singapore & the telecom franchise in the Philippines. Prior to this, he has gained extensive exposure in the telecommunication industry in China with the development in 2 of the TDMA cellular network, numerous paging network and trunked radio network.

Throughout his career in the forefront of the highly competitive business world, Alex has numerous successful stories in translating innovative ideas into actions, demonstrating creativity and an analytical mind when he held different key positions in the multi-national companies including Jardine & Nestle Hong Kong Ltd.

George Mao
Senior Consultant
Avaya China

George Mao

George is holding a Bachelor Degree of International Business Management. He is also accredited in ACSCD，ACACN，CCNA，CCDA，MCSE＋Internet，MCSD，MCDBA etc.
George joined TP Corporation (Shanghai) Ltd. In 1999, taking part in many call centre projects in Greater China region and was also involved in the research and development work of their CRM product ?C Michelle.

Joining Avaya in the year of 2000, George has been doing technical support for ISV (independent software vendor), technical consultant for call centre, IP integrated communications, CRM solutions and technical support etc, and participates in many key projects including call centre solution design and system integration. George has accumulated solid experiences in call centre, CTI middleware, CRM applications, IVR process design, outbound centre, IP integrated communications etc.

The projects that George has participated include China Mobile Customer Service Centre, China Unicom Customer Service Centre, Zhejiang Telecom CS Centre etc.

George Dong
National CS Development Manager
DHL-Sinotrans China

George Dong

George Dong, who joined DHL-Sinotrans in July 1998, worked in operations, training & customer service department. He own rich experience and outstanding in the filed of Customer service development. Now he assisting National Customer service manager to achieve customer service center annual projects and tasks which roll-out by DHL AP and Head office, establish policies and long term plan for customer service development within countrywide.

George is response for research & organize the contact center setup in national wide, attend design company 5 years plan in customer service department; to analysis the opportunity in Innovation of in coming call procedure, CSA career development framework. Lead quality management team to implementing and managing the successful deployment in contact center service quality monitoring, field survey and audit, to ensure the achievement and maintenance of improve service level, reduce cost and advance customer satisfaction objectives.

Edmond Lee
Assistant GM
Manulife-Sinochem Life Insurance Co., Ltd

Edmond Lee

joined Manulife Financial in 1991. With More than 18 years experience in the insurance industry, Mr. Lee has accumulated substantial experience in the areas of life insurance, employee benefits, finance and actuarial. Mr. Lee joined Manulife-Sinochem in 1998 as the Assistant General Manager and Chief Financial Officer before he was transferred to Manulife Taiwan as the Deputy General and Chief Financial Officer in 2002. He is now responsible for Customer Services, Underwriting & Claims, District Administration and Information Technology for Manulife-Sinochem in China. Mr. Lee is a fellow member of the Society of Actuaries in USA.

Richard Zhou
Senior Manager
China Securities

Richard Zhou

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Huang Lu
Marketing Manager
Starbucks

Huang Lu

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Zhang Chunzhi
Deputy Greneral Manager
Air China

Zhang Chunzhi

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