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| Sampson Lee founded GCCRM in 2001 and co-founded The 3C Method (China Customer Care) in 2002. He also developed The CEM Method applying revolutionary concepts like Peak-End Rule and Emotions Curve into CEM applications. Sampson provides training and consulting to first tier multi-national companies and leading conglomerates in Greater China and Asia Pacific regions. A sought-after speaker and trainer, Sampson speaks on the topics of CRM/CVM/CEM in numerous forums and conferences. He is also the visiting Lecturer of The University of Hong Kong on CRM Module since 2004.Sampson got 15 years commercial and management experience in major industries including telecom, FMCG, retailing and IT. |
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| Ro King brings to client engagements more than 15 years of experience in the areas of direct marketing, customer contact management, and strategic planning. Ro guides Fortune 500 and Internet 100 firms in building databases of customer information, analyzing data to better understand and anticipate customer behavior, and implementing the tools and processes to conduct marketing campaigns that integrate direct mail, call center, e-commerce, and direct sales channels. Ro's clients include foremost firms in financial services, hospitality, retail, and pharmaceuticals where her most recent work focuses on customer data strategy, direct marketing process redesign, and e-marketing and direct mail project planning with ROI justification. |
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Bob Thompson is CEO of CustomerThink Corporation, an independent customer relationship management (CRM) research and publishing firm, and Founder of CRMGuru.com, the world's largest CRM industry portal.
Mr. Thompson specializes in CRM strategic planning and research. Since 1998, Mr. Thompson has researched the leading industry trends, including how CRM concepts can be applied to extended enterprise value networks. In January 2000 Mr. Thompson launched CRMGuru.com, which has become the world's largest CRM industry portal, serving 300,000 newsletter subscribers and site visitors each month. He is frequently published and quoted in industry publications such as BusinessWeek, InformationWeek, and ComputerWorld and speaks at conferences and seminars worldwide. |
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| Shaun Smith is widely regarded as one of the top business speakers and experts on customer experience and brand leadership. Over the last few years, he has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, focusing in particular on how organizations can achieve brand differentiation and long-term customer loyalty through the customer experience. |
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Zheng Bo Song
Associate General Manager
Ping An Insurance Group |
Charlie Hou
Senior Manager of Customer Service Unit
dopod Communication Corp. |
Lane Liu
Senior Manager
Shanghai Volkswagen |
Joris Holtus
Sales Director Greater China
AIR FRANCE |
Nancy Weng
Director of Customer Service Department
Manulife-Sinochem Life Insurance |
Walse Yin
Customer Service Department
New China Life Insurance |
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Mier Ai
COO
Bertelsmann Direct Services
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SusanWang
Head of BD & AS, Department
800 TeleServices
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Henry Winter
President
SmartClub
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Johan Suchon
Operations Director
Accor Services (China) |
Joseph Wong
Vice President of Business Development
Contact Center Business of PCCW |
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