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Leaders Talk : Chapman Lam

Chapman Lam
FWD Life Insurance Company (Bermuda) Limited (Incorporated in Bermuda with limited liability)

Chapman is the Immediate Past Chairman of the Hong Kong Customer Contact Association (HKCCA) and the current Treasurer and Board of Director of the Association.  He is the founder of Asia Pacific Contact Centre Association Alliance and the founder of Greater China Contact Centre Alliance, representing Hong Kong Contact Centre industry for awards judging and best practice sharing.

He has over 15 years in senior executive positions in insurance industry under both local and regional capacity for driving customer value propositions and customer engagement transformation through emerging technologies.  He is the thought leader in Customer Experience, Customer Strategy and Direct Distribution across Asia Pacific, including leading 3,000+ contact center professionals to generate hundreds of million revenue through direct channel and deploying best in class customer experience practices to achieve market leading position.

Chapman holds a Master of Science degree in Information System and a Bachelor degree in Business Administration.  He is a certified COPC Registered Coordinator (both CSP & VMO).  Outside of work, Chapman loves sports, particularly tennis and volleyball.  He also devotes to community services supporting ethic minorities and elderly. (**)

Join our interactive discussion with Contact Center Leaders. Registration on bit.ly/ccapac_leaderstalk

Leaders Talk : Riri Amalas Yulita

Riri Amalas Yulita
Director Solution & Business Development
PT. Infomedia Nusantara

One of the spoke-woman at the monthly CC-APAC Leaders Talk this week will be filled by Riri Amalas Yulita. Equipped with more than 30 years of experiences, Riri Amalas Yulita shall explain about topic of “Role of Leader in Contact Center Change and how Infomedia Nusantara successfully adapt to the dynamic of Contact Center through the pandemic”

Started her carrer in contact center in 1991, Riri Amalas Yulita has develop her experiences on many aspect of the business and become pioners of the customer experience at Telkomunikasi Seluler Indonesia in 1995 to 2017. Continuing her growth, in 2017 Riri Amalas Yulita was trusted by Telkom Indonesia group to be Director of Infomedia Nusantara and succesfully making Infomedia to be the largest Digital CX Partner in Indonesia. Also succesfully develop digital channel for more than 200 company with each of their uniqueness on Customer Relationship Management method.

Through her career, she have attained three gold medals on Jakarta Marketing Week from 2020-2021. Winning BUMN Anugerah in 2021 for her concept on digitalization in the next normal era, and one of a notable person who honored Satyalancana Wirakarya from the President of Republic Indonesia, due to Her contribution on empowering omnichanel system for contact center in Indonesia.

Graduate from Institute Technology Bandung in 1990 as Physics Engineering, and obtain Master Degree on Management at Institute Management Telkom in 2010 with cum laude predicate. Author of five books with each of the books filled with her dreams to create an amazing costumer experience and to transform Indonesia contact center into digitalization era in the next normal. (**)

Join our interactive discussion with Contact Center Leaders. Registration on bit.ly/ccapac_leaderstalk

Leaders Talk : Lisa Widodo

Lisa Widodo, Executive Vice President of Operations Blibli.com.

Lisa Widodo

One of the speakers at the monthly CC-APAC Leaders Talk is Lisa Widodo. Lisa is trusted as Executive Vice President of Operations Blibli.com. Let’s look at a few things about Lisa and her career journey as a leader at blibli.com.

Lisa Widodo is one of the pioneers who has contributed to the growth of Blibli.com since it was founded in 2011 to become one of the leading e-commerce companies today. With a background in Mechanical Engineering, an Honors graduate from The University of Texas at Austin and an MSc in Materials Science and Mechanical Engineering from the same university, Lisa has also led several important projects as a Project and Process Engineer at SEMATECH, USA. She then decided to return to Indonesia in 2005 because she wanted to start contributing more to Indonesia.

In line with Lisa’s dream, Blibli.com is a company that has always dreamed of empowering the Indonesian generation through the e-commerce ecosystem. “I realized that my goal in life is to use what I have learned and gained from my experience in America, to participate in developing Indonesia. I want to build this nation. Right now I feel fulfilled because I work for a company that also loves Indonesia very much and shares a dream to empower Indonesia,” said Lisa.

Lisa’s journey and struggle to become the successful woman she is today is also not easy. While still a student majoring in mechanical engineering, to have the opportunity to get in-state tuition (tuition fees that are three times cheaper than international tuition), Lisa had to work 20 hours per week. The job she got was working in a computer laboratory with technical work related to infrastructure.

Furthermore, after graduating with a Master of Mechanical Engineering, Lisa got a job related to the future of semiconductors, which is usually only given to Electrical Engineering graduates. There Lisa conducted various experiments and wrote publications on silicon wafers which are the basis of microprocessors used for many hardware devices. Likewise, while working at Citi Indonesia, Lisa was involved in the Operations and Technology department. Until finally Lisa got the opportunity to join Blibli.com. (**)

Who will be next ?

Our monthly Contact Center Asia Pacific Leaders Talk, who will be next ?

25 June, “Role of Leader in Contact Center Change”
23 July, “Millennial Leaders in
Contact Center”
27 August, “A Leader’s Roadmap To Contact Center Success”

Next Event :

24 September, to be advice the topic
29 October, to be advice the topic

26 November, CC-APAC Awards Ceremony

CC-APAC Awards 2022

CC-APAC Conference and Awards 2022

Theme “Asia Pacific Best Practices and Case Studies of Contact Center Innovation” Presented by Contact Center Manager and Project Manager around Asia Pacific and Group Discussion with CC-APAC Panel Judges.

This is the third event of CC-APAC and TCCTA (Thai Contact Center Trade Association) will become host country association. CC-APAC Conference will be combined with Awards program. You will learn their sharing of case studies about Contact Center Operations, Customer Experience, Business Contributions, People Development, Employee Engagement, Technology Innovation of Artificial Intelligence, Data and Customer Analytics, Omni Channel, Mobile Apps, and Social Media.

Each participant is a representative of the award winners in their respective associations. They will have the opportunity to show the innovative programs that have been implemented. The conference event will be held online and can be watched by members using video conference facilities and live on YouTube.

Frequently Asked Questions

Who can join the CC-APAC Awards?

All companies or organization that the top winners of the categories in their respected association awards can join as participant of CC-APAC Awards. Each participant can only participate in one of the contested categories.

CC-APAC awards is open to company that has contact center operations in Asia Pacific and win in-country association awards program. The participant has to obtain approval from the association. For details regarding the approval, please contact the administrators of each association in their respective countries.

What categories will be contested?

There are 5 categories that will be contested :

  • Contact Center Operation
  • Business Contribution
  • Customer Experience
  • Employee Engagement
  • Technology Innovation

How much is the registration fee?

Each participant will be charged a fee of USD 100, which will be used for interviews and making certificates of winners.

How to pay the registration fee?

The committee will send a bill to be paid by bank transfer before 15 October 2022.

Who will be the judges for this competition?

Each association of CC-APAC members will assign thier representative to be part of judging panel to evaluate participants video and interview. Judging panel can only evaluate participants from other associations.

How is the judging process?

Each participant will register through the application. Furthermore, the committee will process it and participants can send their videos to be assessed by the panel judges. We will use application and video will be protected, so only judges will have an access to watch the video. The judging process will be conducted through online interviews using video conferencing.

When will the judging be held?

The judging schedule is from 14 to 18 November 2022. Each participant will be contacted to get an interview schedule with the panel judges.

When will the awards ceremony ?

CC APAC Awards Ceremony will be held on 25 November 2022. It will be in the afternoon, from 15.00 – 17.00 Bangkok Time.

(**)