Leaders Talk : Gratiano Yeung

Gratiano Yeung
Chief Customer Officer
Roojai Company Limited.

20+ years Contact Centre start-up and operation experience in Asia Pacific regions, more than 15+ years on lifestyles assistance service and insurance experience. Early this year, she’s been recognized as one of the TOP 25 Women Leaders in Financial Technology of Asia for 2020.

She is COPC®️ CSP Registered Coordinator, COPC®️ High Performance Management Techniques certified individual, ISO10002 Customer Satisfaction trained and certified individual. She joined Roojai in 2015 for the start-up and launched the operation in 2016.

Her expertise areas mainly focus on the best customer experience delivery and deploying customer engagement activities through Insurtech e.g. video car inspection and claims reporting via mobile app. She manages the Roojai Omni-channel contact centre with high level of customer satisfaction that NPS at 88% and 4.9 out of 5-Stars Service Rating. In the past few years, she solidly built the Roojai Award Winning Contact Centre:
• Contact Center Asia Pacific Innovation Award 2019 – Platinum Award
• The Best Contact Center of the Year 2019 (TCCTA Award 2019)
• The Best Contact Center of the Year 2018 (TCCTA Award 2018)
• The Best Social Media Contact Center (TCCTA Award 2017)

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