The speakers for the Congress, as of June 2012, and the title of their presentations can be seen below by clicking on a Congress theme. Currently over 80 presentations have been decided upon. The final programme will have over 120 presentations from speakers from over 30 countries.

Keynote speakers are shown separately via this link.

An overall programme for the Congress showing the days and time of presentations is shown here.

Congress Themes
Developing Business CapabilityLeadershipStrategy
Customer and Market FocusMeasurement, Analysis and
Knowledge Management
Human Resource Focus
Process Management


Customer and Market Focus Theme Speakers

Understanding Customers, Building Customer Relationships and Marketing Category

Moha Asri Abdullah

Organisation: International Islamic University, Malaysia

Presentation: Customer Perception on Service Quality in Retailed Banking Industry: Empirical Evidence from New Zealand and Malaysia.

Bio: Moha Asri Abdullah, B.A.(Hons-MU), M.A.(Essex), MBA (Univeristy of Ballarat) and Ph.D (London). He is Professor at the Department of Economics, International Islamic University of Malaysia, Kuala Lumpur. He is the Director, Inovation and Commercialisation Office at the university, and a former Visiting Research Scholar, Economic Research Centre, School of Economics, Nagoya University. His specialization is on small enterprises, venture capital and economic development. He has conducted more than 25 research projects from different funding. So far he has published more than 16 books, more than 20 papers in renowned journals and presented a number of papers in the international conferences/forums. His recent books include; “Asian Small and Medium Enterprises: Challenges in the 21st Century” (editor) and “Small and Medium Enterprises in the Information Age: Asian Perspectives” (editor), “Small and Medium Enterprises in Asian Pacific Countries” (main editor), “Foreign Workers in Malaysia (co-author), Foreign Labor in Asia (co-author), “Small and Medium Enterprises in Malaysia”, “Management of Small Enterprises”.

Papers & Presentations page       |       Video clip

Khairul Anuar Mohd Ali

Organisation: UKM-Graduate School of Business, University of Malaysia

Presentation: Study on Factors of Shopping Mall Attractiveness That Influenced Decision-Making in Choosing a Shopping Mall: A Structural Equation Modeling (SEM) Approaches.

Bio: Khairul Anuar Mohd Ali is an Associate Professor at the UKM-Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi, Malaysia. He received his first degree, Bachelor of Business Administration from Washington State University, USA in 1988, Master in Business Administration degree from Universiti Kebangsaan Malaysia Malaysia in 1996 and his PhD in Management from Universiti Utara Malaysia in 2002. His research interest are mainly in the area of Quality Management, Performance Measurement and Customer Satisfaction. Since 1996, Khairul Anuar has participated in more than 20 research projects, funded by agencies such as Ministry of Higher Education (FRGS), Ministry of Science, Technology and Innovation (MOSTI), Malaysian Productivity Corporation (MPC), Companies Comission of Malaysia (CCM) and UKM internal research funds. Based on these researches, he published articles in various international refereed journals including Total Quality Management & Business Excellence Journal, Quality & Quantity International Journal, Social Indicators Research, International Review of Business Research Papers, Pakistan Journal of Nutrition, The Indonesian Management & Accounting Research, Jurnal Sains Malaysiana, Jurnal Tepak Manajemen Bisnis , Jurnal Ekonomi dan Bisnis Indonesia and Journal of Global Business Management , Asian Journal in Quality, International Journal of Service and Operation Management and several other refereed journals.

Papers & Presentations page       |       Video clip

Geoff Bascand

Organisation: Statistics New Zealand, New Zealand

Presentation: Using statistics for informed decision making to improve your bottom line.

Bio: Corporate sustainability is more than lip service.

Bio: Geoff graduated from Otago University in 1980 with a Bachelor of Arts with First Class Honours in Geography, and later completed a Master of Economics from the Australian National University. He commenced his career with the Treasury in 1981, and worked in a number of economic analyst and managerial roles including as Director of Macroeconomic and Tax Forecasting for four years in the early 1990s. Geoff worked for the International Monetary Fund in Washington DC for two years leading up to and during the Asian crisis, and on returning to New Zealand was General Manager of the Labour Market Policy Group in the Department of Labour for six years, overseeing ACC reforms, and labour market, employment and skills policy advice and research. In 2004, Geoff joined Statistics New Zealand as Deputy Government Statistician, and in May 2007 was appointed Government Statistician and Chief Executive for Statistics New Zealand.

Statistics New Zealand leads the official statistics system and is the leading producer of official statistics. It has legal independence in the methods, timing and publication of statistics. Statistics New Zealand has about 1,000 staff and, on average, issues a statistical release every working day of the year.

Papers & Presentations page       |       Video clip

Norman Chorn

Organisation: Centre for Strategy Development, Australia

Presentation: Better Customer Focus through Business Model Innovation.

Bio: Corporate sustainability is more than lip service.

Bio: Norman is a strategy and organisation development practitioner who works in Australia, UK, New Zealand and South Africa. He focuses on:

Future building-planning the future in highly uncertain environments, organisation architecture – designing innovative organisations, growth and corporate resilience – achieving growth and adaptation, and thought leadership – building knowledge in organisations

Norman has published widely in his field and has contributed to several journals and international conferences. His recent book, Strategic Alignment, received wide acclaim in the business press and is in its 2nd edition. His new book, The Living Organisation, deals with the practices of creating the future and adaptation in uncertain environments. This is due for publication shortly.

He holds visiting and adjunct appointments at a number of leading Graduate Schools of Management, including the University of Witwatersrand, Macquarie University, and the Australian Catholic University.

Prior to consulting, Norman held a variety of senior management positions in the industrial and service sectors. His qualifications include a Bachelor of Economics, a Postgraduate Diploma in Management, an MBA, and PhD.

Norman is a member of the National Speakers Association of Australia and an Advisory Board member of the Australian Institute of Management.

Papers & Presentations page       |       Video clip

Jan Eklöf

Organisation: Center for Economic Statistics, Stockholm School of Economics, Sweden

Presentation: Explaining the financial performance in the banking sector – With special reference to possible importance of Customer Preferences.

Bio: is associate professor and Director of the Center for Economic Statistics, Stockholm School of Economics. His research involves statistical methods measuring customer satisfaction and loyalty. He is one of the founders of the EPSI group as well of the Swedish Quality Index. He currently advises doctoral students and is responsible for quantitative courses at doctoral levels. Jan’s previous research involves Quality management and productivity analysis with a focus on measuring customer perceived quality and satisfaction. Jan is the head of the research team analyzing causes and effects of customer satisfaction and performance measurement.

The presenter of this paper will be Jan Eklöf. Jan has a very wide experience in public presentations for professional audiences in his capacity as Professor at Stockholm School of Economics, as well as for EPSI Research and in consultancy work with various international organizations. His focus in presentation is on usefulness and applicability, not merely statistical excellence.

Papers & Presentations page       |       Video clip

Siham El-Kafafi

Organisation: Manukau Institute of Technology, New Zealand

Presentation: Technology Support and Internal Customer Satisfaction in Healthcare.

Bio: Dr Siham El-Kafafi’s focus is integrating business disciplines in a collaborative and cross-disciplinary context through entrepreneurial spirit and innovation. She is a solid researcher with numerous publication in high-quality academic journals, book chapters, conference proceedings, international and national roles as journal editor/reviewer and referee on academic journals She currently holds the position of Senior Lecture in the Faculty of Business, Manukau Institute of Technology.

Dr El-Kafafi has vast industry and consultancy experience besides over 15 years teaching experience playing a leadership role in the creation of high quality student experience in a wide range of business courses.

Dr El-Kafafi’s research interests includes: Service quality, customer service either in manufacturing or service industry, sustainability from various perspectives, leadership, business excellence and corporate governance, corporate social responsibility, organizational culture and business ethics, and adult education pedagogy.

Papers & Presentations page       |       Video clip

Veena Lertkriangkraisorn

Organisation: The University of New South Wales, Australia

Presentation: Determining Key Service Attibutes in Mobile Telecommunications Industry.

Bio: Veena Lertkriangkraisorn is a third year PhD student exploring the consequences of different service attributes on customer post-purchase attitude and behaviours. Her research interests include Service Quality Management, Benchmarking Practices, and Service Operations Management. She was employed as Associate Lecturer at the School of Mechanical and Manufacturing Engineering at the University of New South Wales during 2010-2011.

Papers & Presentations page       |       Video clip

Janice Lewis

Organisation: Massey University, New Zealand

Presentation: The Importance of Context: – The ‘Voice of the Customer’ in a Post-Conflict Police Service in the South Pacific.

Bio: Janice has worked as clinical nurse, in senior management and as a consultant developing and implementing change management strategies for the New Zealand health industry. This encompassed all aspects of business and clinical operations to achieve attainment of New Zealand Health and Disability Standards and legal requirements for large corporations. Janice managed her own consultancy business providing assessment planning and implementation strategies at executive level, and training, mentoring and coaching to senior managers at a practical level.

Since April 2008 she has lived in a post conflict region in the south pacific and undertaken research in a variety of disciplines to support capacity building and advisors. During this time she has provided research to the police service, correctional services and law and justice sector whilst working in a volunteer capacity as a health educator and undertaking post graduate and Masters study in Quality Systems.

Papers & Presentations page       |       Video clip

Debbie Mayo-Smith

Organisation: SuccessIS!, New Zealand

Presentation: More Sales. Better Relationships. Effective Communication.

Papers & Presentations page       |       Video clip

Johan Parmler

Organisation: Stockholm School of Economics, Sweden

Presentation: Improving Financial performance by non-financial measures – Lessons from the Banking Sector

Bio: Johan Parmler has a PhD from Stockholm School of Economics in statistical methodology. Johan is currently CEO for the Swedish Quality Index, a well reputed company running panel data to analyze customer satisfaction. Johan’s research involves Quality management and productivity analysis with a focus on measuring customer perceived quality and satisfaction.

Johan is a member of the research team analyzing causes and effects of customer satisfaction and performance measurement. He is currently a member of the multi-national EPSI-research team.

Papers & Presentations page       |       Video clip

Jason Price

Organisation: Price Perrott Limited, New Zealand

Presentation: Improving business performance through better complaints management.

Bio: Jason is an independent management consultant specialising in the strategy, delivery and assurance of business change programmes in complex, customer facing services.

He has 15 years experience as both a consultant and senior operational line manager, including positions in customer facing contact centres in New Zealand Financial Services and UK Local Government.

His research and consulting background blends the theories of business change, programme and project management with the practical requirements of delivering improvement and change in front-line customer services.

Jason’s consultancy work developing the Customer Service Strategy and implementation programme for the UK Borough of Poole contributed to its “Customer First” programme achieving the runner-up position at the 2011 APM UK Programme of the Year awards.

A finalist in the Institute of Consultancy’s 2009 UK Management Consultant of the Year, he has presented at international conferences in the US, Europe and UK on topics associated with achieving business performance improvement in contact centres, complaints management and CRM change projects.

Jason holds a PhD in Genetic Algorithms and professional accreditations as a Certified Management Consultant®, MSP Programme Management Advanced Practitioner, APM Professional and PRINCE2 practitioner.

Papers & Presentations page       |       Video clip

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