Spinal Life Australia is a non-profit organisation that provides expert knowledge, specialised therapies and supports tailored for people with spinal cord damage and other physical disabilities. We spoke to the organisations Business Development Manager to explore the secrets behind its success. g April 2017 A nsider The Backbone of Disability Support Also inside... A Whale of an Innovation Available at Climate Scale Finds Global Need - Baleen Filters Pty Limited / On A Quest for Success - The Quest MasteryAsia Group / Drinking in the Success - Re.juve The Sweet Smell of Success - Flavourtech Pty Ltd Taking Great Care of Business - World Corporate Travel Sailing the Seven Seas - Dream Cruises English version Bilingual version Chinese version
2 APAC / April 2017 Editor’s Note , Welcome to the April 2017 edition of APAC Insider, which boasts a varied array of features, including coaching and mentoring, the travel industry, healthcare, manufacturing and banking to name a few. In research from Frost & Sullivan, we discover that the emergence of enhanced customer experience (CX), the replacement of legacy systems, the upgrade of existing solution portfolios, and an increasing focus on the optimisation of contact center operations are factors driving growth in the AsiaPacific contact center application market today. In recent news, MYPINPAD Asia, an enabler of secure multi-factor authentication for touchscreen devices such as smartphones and tablets has announced a new partnership with Mswipe, India’s largest independent mobile POS merchant acquirer & network. I hope you enjoy reading this insightful edition. Jonathan Miles, Editor Phone: +44 (0) 203 725 6842 Email: [email protected] Website: www.apacinsider.com AI Global Media, Ltd. (AI) takes reasonable measures to ensure the quality of the information on this web site. However, AI will not assume any legal liability or responsibility for the accuracy, correctness or completeness of any information that is available through this web site. If errors are brought to our attention, we will try to correct them. The information available through the website and our partner publications is for your general information and use and is not intended to address any particular finance or investment requirements. In particular, the information does not constitute any form of advice or recommendation by us or any of our partner publications and is not intended to be relied upon by users in making or refraining from making any investment or financial decisions. Appropriate independent advice should be obtained before making any such decision. Any arrangement made between you and any third party named in the site is at your sole risk and responsibility.
APAC / April 2017 3 Contents , 4. News 8. Taking Great Care of Business* 10. Boutique Banking at its Best 14. Sailing the Seven Seas 18. Spinal Life Australia: The Backbone of Disability Support 20. The Sweet Smell of Success 22. Helping People Achieve (HPA) – ‘Creating Steps to Capability’ 24. Drinking in the Success 26. A Whale of an Innovation Available at Climate Scale Finds Global Need 30. On A Quest for Success 32. Transforming Health Care for a Better Future *
4 APAC / April 2017 NEWS , Traditional PC Market Was Up Slightly
APAC / April 2017 5 NEWS , The previous forecast had expected shipments to decline 1.8% in the quarter. And, while the 0.6% growth was arguably flat, the result nonetheless represented the first foray back into positive territory since Q2 2012, when many users still considered PCs their first computing device. Like the second half of 2016, some of the same forces continue to shape the market. Tight supplies of key components such as NAND and DRAM are affecting inventory dynamics and led a number of vendors to boost shipments to lock in supply ahead of further cost increases. In addition, the market continued along a path of stabilisation that began in the latter half of last year, especially as more commercial projects moved out of pilot mode and began shipments in earnest. From a geographic perspective, mature markets again outdid emerging markets. All regions exceeded forecast except for the United States, although the U.S. posted just a slight decline. Despite the generally positive trends, Asia/Pacific (excluding Japan) (APeJ) and Latin America continued to see year-over-year volume declines. “The traditional PC market has been through a tough phase, with competition from tablets and smartphones as well as lengthening lifecycles pushing PC shipments down roughly 30% from a peak in 2011,” said Jay Chou, research manager, IDC PCD Tracker. “Nevertheless, users have generally delayed PC replacements rather than giving up PCs for other devices. The commercial market is beginning a reLeveraging the company’s Realex ecommerce technology, the platform provides a range of cloudbased, software enabled technology services for both large and mid-sized businesses to enable them to accept payments online, as well as via phone, mail, email or mobile devices. This new offering by Global Payments offers merchants mobile optimisation and digital wallet support, consolidated payment acceptance, batch and recurring payment solutions, as well as enhanced fraud tools and analytics. With a range of integration options, merchants can be up and running in as little as five minutes and can leverage the hosted payment solution to help reduce PCI compliance requirements. The solution is pre-integrated with a wide range of platforms and shopping carts for a fast and seamless set-up across multiple payment channels. “As we continue to broaden our selection of innovative payment solutions, we’re pleased to offer Canadian businesses an enhanced ecommerce solution with a new suite of leading payment functionality,” said René Bélanger, President of Global Payments Canada. “We are offering customers a flexible and customisable, easy-to-integrate payment management solution, designed to help them grow their businesses.” “We are thrilled to expand our ecommerce capabilities, addressing both simple and complex payment requirements in Canada and further enhancing our regional ecommerce and omnichannel offerings,” said Jeffrey Burke, President of Worldwide Ecommerce for Global Payments. “The expansion of the Realex ecommerce technology to Canada, and other major markets around the world, allows our customers the unique opportunity to leverage Global Payments’ unmatched worldwide presence to enter new markets and expand their global businesses.” www.globalpaymentsinc.com Global Payments Launches Enhanced Ecommerce Offering in Canada Worldwide shipments of traditional PCs (desktop, notebook, workstation) totalled 60.3 million units in the first quarter of 2017 (1Q17), posting year-over-year growth of 0.6%, according to the International Data Corporation (IDC) Worldwide Quarterly Personal Computing Device Tracker. Global Payments Inc., a leading worldwide provider of payment technology services, announced the launch of an enhanced ecommerce payments management offering for Canada. N placement cycle that should drive growth throughout the forecast. Consumer demand will remain under pressure, although growth in segments like PC Gaming as well as rising saturation of tablets and smartphones will move the consumer market toward stabilisation as well.” “The U.S. PC market had a weak opening quarter for the year with the consumer PC segment failing to impress after doing fairly well in the previous quarter,” said Neha Mahajan, senior research analyst, Devices & Displays. “Apart from factors such as relatively improved commercial PC performance as well as a few component shortages, which continued to add to a better inventory situation, the overall PC performance for the quarter remained fairly sublime.” In the Asia Pacific region (excluding Japan), the APeJ market remained soft. Weakness in the consumer market persisted, as demand and shipments in many countries were impacted by price increases fuelled by tight component supply. The pricing pressure was felt in the Chinese consumer market despite continuing strong demand for gaming and ultra slim notebooks. The commercial market in China performed better, driven by demand in the public sector. The education segment drove shipments in the commercial space, with several projects delivered throughout the region. India saw a rebound after the demonetisation severely affected the market in the previous quarter while the back-to-school season allowed for healthy volumes in Korea.
6 APAC / April 2017 NEWS , Omnichannel Customer Experience Drives Growth Opportunities in the Asia-Pacific Contact Center Application Market
APAC / April 2017 7 NEWS , Under the partnership, Mswipe will integrate MYPINPAD’s Software PIN Entry Solution (SPES) into its new mPOS devices to meet the mandate of the RBI (Reserve Bank of India) to increase the deployment of secure PIN enabled acceptance devices into the Indian market. Mswipe is one of the most successful and fastest growing companies in India’s payment processing industry, providing card processing and financial services to SMEs throughout more than 500 cities and towns across India. Mswipe’s mPOS devices will use touchscreen technology, secured and hardened by the MYPINPAD SPES, for the capture of cardholder PIN; removing the need for a separate PIN pad device, resulting in reduced support and manufacturing costs and an improved cardholder experience. Manish Patel, Mswipe Technologies, CEO & founder said, “as a payments processor, our priority is to make transacting easier for SMEs in India and MYPINPAD is helping us achieve this. MYPINPAD’s SPES solution allows us to produce a new generation of POS terminals that are more secure. This also brings the added benefit of reduced production costs, faster time to market and overall, enables us to improve user experience for both our merchants and their consumers.” Philip King, MYPINPAD Asia Ltd, Executive Chairman and CEO said, “we are delighted to announce our partnership with Mswipe. India is a major market with a rapidly evolving payments landscape. To ensure that the evolution and growth of mobile payments is sustainable, security is paramount. MYPINPAD and Mswipe will provide a solution that addresses the growing demand for secure mobile payment methods in a scalable, cost effective and secure environment. MYPINPAD’s product set is borne out of extensive work across the payments ecosystem to address industry security requirements for mobile payments. Our goal is to solve a broad range of digital commerce issues through the power of strong, secure multi-factor authentication including, but not limited to, the use of our patented PIN entry solution. Mswipe will build a next-generation card acceptance platform for POS transactions in India that will play a key role in creating a safer payments environment for secure mobile transactions. We are delighted to work with Mswipe and look forward to a long and successful partnership.” For more information about MYPINPAD please visit mypinpad.com and www.mswipe.com To gain a competitive advantage and market share, contact center solution vendors should actively roll out and push their cloud contact center services in alliance with global and regional telecommunication companies. “Avaya, Genesys, Verint Systems, NICE Systems, and Cisco strategically offer omnichannel customer experience (CX) to attract business across end-user segments,” said Frost & Sullivan Digital transformation industry analyst, Shuishan Lu. “A richer CX is a significant differentiator. For future revenues, vendors should look toward harnessing the increased integration of Web real-time communications, video, and artificial intelligence with contact center systems and infrastructure.” Asia-Pacific Contact Center Applications Market is a part of Frost & Sullivan’s Customer Contact Growth Partnership Service program. The study points out that customer behavior analytics, the optimisation of operating efficiency, and the enhancement of customer retention are three major targets for the Asia-Pacific contact center industry. The region’s contact center applications market size is expected to grow from $655.4 million in 2015 to reach $790.9 million by 2022, at a compound annual growth rate of 2.7%. The continuous improvement of telecommunication services and Internet Protocol (IP) infrastructure in Southeast Asian markets bodes well for organisations to establish their contact center infrastructure and bring greenfield MYPINPAD Asia Partners with Mswipe to Bring Next Generation POS Devices to India The emergence of enhanced customer experience (CX), replacement of legacy systems, upgrade of existing solution portfolios, and increasing focus on the optimisation of contact center operations are factors driving growth in the Asia-Pacific contact center applicationmarket according to research fromFrost & Sullivan. N opportunities to the region. Other regional developments include: • Growing markets such as China, India, Indonesia, Malaysia, the Philippines, Thailand and Vietnam can capture opportunities in hospitality, retail, and outsourcing sectors where many organisations are looking to scale up the size of their existing contact center infrastructure. • Legacy systems and continuing upgrades will sustain growth in mature markets such as Australia, New Zealand, Japan, South Korea, Hong Kong, Taiwan, and Singapore. The transformation from inbound call center to full-media customer engagement center will steadily drive the adoption of workforce management and analytics applications. • In Australia, leading vendors benefit from their established customer base that helps generate a major proportion of revenue through contract renewals and regular upgrades. • In India, a rise in demand from end customers for fast and responsive services has caused an increase in the adoption of cloud-based centers. “Contact center vendors need to find a way to tap greenfield opportunities while still catering to their large installed base of premise products,” observed Lu. “Vendors that look toward investing in customer-contact optimisation and superior customer experience through major channels of customer interaction, such as social media, self-service, and mobile applications, are expected to grow.” MYPINPAD Asia, an enabler of secure multi-factor authentication for touchscreen devices such as smartphones and tablets, has announced a new partnership withMswipe, India’s largest independent mobile POS merchant acquirer & network.
8 APAC / April 2017 , 1702AP08 Taking Great Care of Business Gary Bender of World Corporate Travel talks to us about the travel industry and how the firm differentiates itself from the competition. For more than 20 years corporate companies of all sizes from a cross-section of industries have been using World Corporate Travel (wct) for Corporate Travel and Event Management services. Wct has proven that these two core components of the business work hand-in hand and there is a dedicated team for each that offer a comprehensive range of services. Gary Bender tells us more. “Our Corporate Travel Management expertise provides clients with peace of mind that their travel requirements are being looked after efficiently and effectively to ensure financial goals are being met, the companies travel policy is being adhered to and that travellers are provided with seamless itineraries for their business travel. Risk management and duty of care is part of our service and very important to wct and our clients. “Event Management services include destination research, budgeting, registration, production and onsite management for conferences, incentive programs, group travel, road shows, awards dinners and more. A crucial part of what we do for our clients is to provide a concept that will win the hearts and minds of their delegates to reinforce their brand. The firm’s overall mission is to provide clients with a customer experience that reflects its passion for travel, events and personal service. “In our eyes it can be the small things that make a difference,” Gary elaborates. “Our team know our clients, know our business and are experts in what they do. “Wct invests in technology that allows us to provide our clients with the highest level of service and invests in staff that are creative, strategic and experienced, therefore our travellers feel like VIPS and receive a level of service not available with larger travel companies. “For events we strive to win the hearts and minds of delegates to create life long memories that they associate with our client’s brand. When undertaking a new project, each company wct works with has different corporate travel objectives and no two events are ever the same. “We are welladapted to working with a diverse range of requirements,” explains Gary. “However, our fundamental steps for each new project are the same. We begin by asking clients what their objectives are and from this foundation we create a strategy using our team’s knowledge, experience and global contacts. “The best possible outcome is achieving and exceeding our clients’ objectives and expectations. “In our industry where trends are always changing and it is competitive not many companies can say that they have had clients for over 20 years, that’s the difference – wct care and move with our clients trends to ensure we are always providing longevity and forward thinking. “In a world where there are so many options clients can find it hard to choose the right fit for their travel and events’ needs, wct provides an option that gives peace of mind and our clients investments are protected by means of wct’s comprehensive insurances and the fact that we are IATA licensed, ATAS and Magellan Group members.” Gary has a very strong presence within the industry. He is the Chairperson of the Meetings Events Australia NSW PCO special interest group and attends regular senior industry meetings. The GM, Simone King, also travels to various, relevant events to stay abreast with current information and travel developments. “The team are very proactive in providing our suppliers with feedback, requesting updates and are very proactive with professional development,” says Gary. To this end, Wct has a team which shares the same vision and values, and embraces the company’s practices. “We have a low turnover of personnel and great length of service. We provide a nurturing working environment and develop our team to achieve their best. An asset and strength of wct is that we are a close team, all with strong work ethics, intercommunication to benefit each other’s strengths and the skills to create a personal rapport with our customers. In terms of hiring staff we have a number of freelance personnel to call on if we need additional hands on deck.” The future for the firm looks very bright indeed, as Gary enthuses: “Wct is working on an exciting project in partnership with Tourism Portfolio. We are launching a new industry tradeshow in July 2017. Get Global provides an effective and efficient business platform for international suppliers to connect with corporate meeting planners, incentive houses, PCO’s, travel companies and anyone else that has international group business from Australia. We are excited about the opportunities that businesses will have to connect and this is one example of how we stay ahead in our industry – we create ideas and make them happen. “The world is changing at a fast pace and this can affect the way in which business is done. Wct knows that there is a need to be mobile with applications linked to the agency and we have the foresight to know when we need to be proactive in case of an emergency rather than reactive.”
APAC / April 2017 9 K Company: World Corporate Travel Name: Gary Bender Email: [email protected] Web Address: www.worldcorptravel.com.au Address: Level 10, 68 Alfred Street, Milsons Point, Sydney NSW 2065 Telephone: 02 9929 4000 Facebook: facebook.com/worldcorptravel LinkedIn: linkedin.com/company-beta/6825904/ Twitter: @worldcorptravel Instagram: worldcorporatetravel Taking Great Care of Business g
10 APAC / April 2017 , 1702WF08 Boutique Banking at its Best OscarMendoza, President of Vivier & Co, talks to us about the firmand its unique services, following being awarded the title of Boutique Bank of the Year. Vivier & Co was incorporated in 2001 and is a boutique financial services firm, registered in New Zealand, with a range of offshore banking products. Oscar Mendoza is President of the firm. He tells us in more depth about the company and the services it offers to clients. “Our core focus is to offer rolling notice accounts featuring above average returns and without market risk volatility,” he begins. “We achieve this by making highly selective loans, secured directly or indirectly against real estate. We also offer accounts to those who require an international presence. An overseas current or savings account provides flexibility, discretion and in many cases enhanced security and confidentiality. “The security of customers’ deposits is our number one priority. As a sub-custodian of funds, our group uses the services of some of the world’s largest banks with a Standard & Poor’s top credit rating.” Some years ago, the New Zealand Government withdrew their deposit guarantee scheme for all banks and financial institutions. Other government schemes typically offer low levels of cover. Nevertheless, Vivier & Co has worked hard to find alternative ways of protecting client funds. “We maintain an insurance policy issued by insurers with a Standard and Poor’s A+ credit rating, providing a far higher limit of indemnity.” At Vivier & Co its clients’ investments are its number one priority. Speaking of the services and products the company offers, Oscar embellishes: “We maintain a high degree of management attention to ensure those investments are secure, at the same time offering some of the best performing savings accounts across the globe. In addition, we offer current accounts, card services, a proprietary online banking platform, international money transfers and a variety of other services to deliver a complete financial service package for our clients whether they be individuals or corporate entities.” The firm offers the following services: Savings Accounts - accounts with rolling notice periods: rates are fixed for the period, interest is paid tax free every quarter and no fees or charges apply. We even reimburse the sending bank’s fees. Current Accounts - to individuals and businesses who require an international presence. Owning a current account in another country provides flexibility, discretion and in many cases enhanced security. With a nominal minimum balance and no minimum income or wealth requirement, clients are free to choose where to hold their funds. Combined with a MasterCard debit card and Vivier’s secure 24/7 internet platform, this is a popular account to supplement the high-yield savings account. Forex Trading - an international presence implies needing cash in various currencies. The firm offers advantageous rates, no in-house fees and full control of currency exchange transactions through its secure 24/7 internet platform. Online Platform - recently enhanced and reintroduced as of January 2017. Vivier provides a fully secured online platform, capable of giving full access to manage accounts and investments. Through this platform it is possible to instruct cash transfers, currency exchange or capital allocation to investment accounts. The Online Platform allows access to current and savings accounts 24/7 from anywhere in the world. The firm aims for strong business ethics and strong personal relationships with its clients. Oscar embellishes on the company’s core values and vision. “It is based on longterm partnership, founded on confidence and discretion, with the aim of being a client’s trusted advisor on financial matters. “A profitable and long-lasting relationship requires – with their consent – getting to know and remaining in close contact with our clients. This focus allows us to offer each client a tailored solution to meet their financial goals. “Our profits are used to safeguard our financial independence. To guarantee clients’ satisfaction, we work not only to protect their capital but also to provide them with long-term, positive performance. We do so while maintaining the highest ethical standards and an absolute respect of confidentiality.” In his role as President, Oscar reports to the Board. Prior to his appointment to this position, he worked as the Chief Financial Officer, with the Accounting and Finance department reporting directly to him. “My responsibilities have now expanded significantly,” he states. “The management team that reports into me include Chief Compliance Officer, Chief Legal Officer, Interim CFO, and the Regional Directors. We are expanding across the globe and have recently appointed Regional Directors, Regional Managers and Country GMs.” What important role does your management team play, and the staff underneath them, in the success of your firm?
APAC / April 2017 11 K Company: Vivier & Co Contact: Oscar Mendoza Email: [email protected] Website: www.vivierco.com Address: Level 33, 23 Albert Street Auckland 1010, New Zealand Telephone: +64 9 889 3989 or +64 9 985 5759 Boutique Banking at its Best g
12 APAC / April 2017 , Oscar is quick to sing the praises of the management team who he states play a critical role in the company and comprise a strong customer service-focused level of Regional Directors. They cover Western Europe, Central & Eastern Europe, Latin America, China & ASEAN, Far East Asia, South Asia, Africa, and the Middle East. “All of these regions are independent jurisdictions supported by Regional Directors with specific country General Managers as direct reports. We hold weekly conference calls in which we monitor our KPIs. The team is highly motivated with an incredible background in international banking & finance. Every organization is only as good as its people and we have that talent within Vivier, coupled with the strong business processes required in the financial services industry. “We are constantly receiving feedback from clients that helps us improve our services. The main feedback revolves around our higher than average rates of interest, which are linked to our lending to the property sector, with higher than average returns. This, combined with our low cost operational base, ensures a better return for our depositor / investor base. We have listened to our customers and team to improve our online banking platform and our Debit Card programme. We strive constantly to improve.” Vivier & Co has been able to grow significantly during the last three years in its core business of offshore savings accounts, paying higher than average interest rates, and is now in a transformational stage of its journey. In 2017, it will be branching out from the core business into new financial services and products to offer customers. Oscar tells us more about these offerings and the firm’s journey since inception. “The new services include a Bond Issuance which is planned for the second half of 2017 and Vivier’s first commercial banking licence, which is hoped for in the first half of 2017. We have also seen a steady geographic growth and presence into new continents with the appointment of an enlarged management team covering Europe, Asia, Middle East, Africa and Latin America.” No-one can foretell what the future holds, however Oscar envisions great new opportunities for Vivier in 2017 and beyond. “We’re facing stringent financial regulations as we develop into mature, offshore banking markets and first world jurisdictions. This presents us with an opportunity to secure our first commercial banking license, to bring us on track to expand our portfolio of services and to compete on a wider global scale. “Our biggest advantage is our low overhead which translates to low operating expenses. This in turn leads to our bank being able to offer some of the highest savings account interest rates across the globe. “The main opportunities that we see are the digital banking revolution and people’s need to be connected to their bank accounts wherever they are, 24-7 via mobile. To this end, we will be developing a mobile app to complement the online banking platform. The migration to secure our first commercial banking license will provide an area of growth for our business and enable us to develop new financial products and services to provide better rates of returns for our depositor base.”
APAC / April 2017 13 Boutique Banking at its Best g
14 APAC / April 2017 , 1702AP42 Sailing the Seven Seas Genting Hong Kong is a holding company that operates cruise and resort businesses. Thatcher Brown, President tells us more about the firmand the exciting new line-up of luxury cruisers planned for launch in 2017. Genting Hong Kong brings over 23 years of Asian cruise industry experience together with internationally-acclaimed luxury cruise expertise in creating its new cruise line – Dream Cruises. With a heritage of international and regional cruise expertise embedded in its DNA, Dream Cruises is Asia’s first-ever luxury cruise brand and caters specifically to the large and rapidly growing premium market in China and Asia. Dream Cruises aims to be a pacesetter in the cruise industry in the region, meeting the needs of the ‘emerging generation’ of confident, independentlyminded and affluent Asian travellers. Dream Cruises offers inspirational luxury, which is Asian at heart and international in spirit. Purpose-built for the China and Asia market, Genting Dream, the first ship of the fleet, had its debut last November 2016, with its sister ship World Dream scheduled for November 2017, offering guests the highest levels of service and spacious comfort in the region. Accommodation reflects both size and choice for travellers with over 70% of staterooms featuring private balconies and 100 connecting rooms catering to extended families and groups. Two floors of lavish suites in the exclusive Dream Mansion will feature European butler service and special guest privileges. With the finest Asian and international dining, exceptional service, enthralling entertainment and inspirational experiences, Dream Cruises aims to redefine vacation travel with a transformational journey at sea. Business Objectives The first business philosophy of Dream Cruises is to make sales simple and clear. The second is to keep its business balanced while realising diversified business models. Dream Cruises has built strong partnerships with travel trade partners who have better understanding on the concept of luxury vacations as well as the demands of travellers. Together the Dream Team is dedicated to address the guests’ every need and to fulfill dreams on board. Dream Cruises is very fortunate to have a great sales team in Asia, which is extremely dedicated and loyal. As a result of the Star Cruises team’s continued efforts on nurturing, developing and strengthening their relationships with partners over past decades, Dream Cruises is able to offer its luxury products, currently fly-cruise products, to partners who have been expecting the new product launch to make their product portfolios more comprehensive. The partners are very satisfied with the arrival of Dream Cruises. However, Dream Cruises will never rely solely on the loyalty of its partners as it’s always difficult to lead in the market merely through distribution relationships. Differentiation Dream Cruises is proud to be the first-ever Asian based luxury cruise line, created and based in the region that specifically caters to Asia’s high-end sector with a purpose-built new ship for this market, Genting Dream. Currently, the majority of ships with homeports in Asia are mainly targeted at the mass-market consumer with the occasional high-end ship deployment in the region on a more seasonal rather than a permanent basis. However, Asia continues to take a bigger percentage of the global cruise industry each year and, as the cruise market continues to evolve and mature, so will the competition. At the very core, what differentiates Dream Cruises from the other cruise lines is its commitment and ability to offer inspirational luxury which is Asian at heart and international in spirit for all guests. The cruise line will introduce a new standard of excellence in service and quality at sea. Dream Cruises encourages healthy competition as it is essential in driving innovation and furthering growth in the overall cruise industry. Staying Ahead of the Curve In terms of the evolution of the cruise industry, it is impossible not to observe the power of technology in supporting the cruise industry’s ability to improve the 360 degree guest experience (pre-cruise, on board and post cruise), engage and develop our employees and connect with our partners. The innovations in marine technology that make our ships more efficient are impressive as well. Cruise ships have become destinations in themselves with product innovations that mimic large resort environments, with theme park and entertainment venues. Over the years, the industry has consolidated and expanded into new markets offering multiple vacation options through multiple brands to new markets – the growth of the cruise market in Asia is a good example of this. Of course, some things remain constant. There is no substitute for brilliant service and exceeding guest expectations. Dream Cruises has found that Asian guests are very discerning when it comes to their many types of regional cuisines. Just as an Italian guest from Liguria is particular about eating the right pasta with the perfect pesto sauce, an Asian guest from Guangdong, China is particular about the preparation and flavor of their dim sum or, if they are from Shanghai, the authenticity of their xiao long bao. In the hotel business, we say the most important consideration is ‘location, location, location.’ In the Asian cruise market, one could alter the phrase to ‘food, food, food.’ This also means, Dream Cruises considers meal times, pace of service, style of service delivery, presentation, and many other elements of its ‘software.’ While it is important to customise its products and services to Asia and, more specifically, the Asian market, there is a balance where Dream Cruises integrates the right amount of international elements for the aspirational and curious. For example, alongside its authentic Asian food and beverage offerings, Dream Cruises introduces international options ranging from an Italian gelateria to a modern Bistro. Guests can indulge their passion for the finer things in life at the
APAC / April 2017 15 K Company: Dream Cruises Name: Thatcher Brown, President Email: [email protected] Web Address: www.dreamcruiseline.com Telephone: +852 2317 7711 Sailing the Seven Seas g
16 APAC / April 2017 , world’s first JOHNNIE WALKER HOUSE at Sea which serves as an exclusive embassy for luxury Scotch whisky and is a place for consumers to discover the rich heritage of Scotch whisky. Internationally-acclaimed Australian chef Mark Best, who is among a distinguished few to achieve 19/20 in the Good Food Guide published by the Sydney Morning Herald, brings culinary artistry to the table for discerning diners of Genting Dream with his very first restaurant at sea – ‘Bistro by Mark Best.’ Wine connoisseurs on board Genting Dream are able to appreciate an array of rare wines and fine vintages from one of the Australia’s, and the world’s, leading wineries at the Penfolds Wine Vault. In terms of entertainment, guests on board Genting Dream are entertained and enthralled by ‘China’s Got Talent -- The Dream Experience’, a theatrical representation of the global TV phenomenon ‘China’s Got Talent’. It is the first ‘China’s Got Talent’ show at sea. To cater to the preference of Asian cruisers, more than 1,000 square metres of floor area is designated for retail pursuits with luxury products from all over the world available in what is essentially a shopping centre on the sea. The ship has specialised Asian and Western Spas as well. Also, the majority of front line staff is able to speak both English and Mandarin. These are just some of the many highlights that Dream Cruises has initiated to cater to the Asian market. Summer Itinerary As from April 2017, Genting Dream sets sail from her dual homeports of Hong Kong and Nansha, Guangzhou on 5-night voyages to the idyllic destinations of Naha and Miyakojima in Okinawa, Japan. Continuing through summer 2017, guests who are looking for a quick escape can also enjoy a twonight weekend cruise sailing from the cosmopolitan metropolis of Hong Kong. Part of the Genting Dream ‘Dreamscapes’ Enrichment Programme is the Kimono Fashion Show and Exhibition by Japanese designer Naoko Tsuruta, who was chosen as one of the Top 5 Haute Couture Designers in Asia by Fashion Asia Awards 2016. Born in Tokyo, Japan and having lived in New York, Germany, Austria and Hong Kong, as well as having travelled to more than 40 countries, her designs are dynamic, unique and express inspiration from her multicultural experiences. Naoko Tsuruta will be sailing on Genting Dream to host her fashion insider talks and present her Kimono designs in a bespoke fashion show on the during the April cruise dates to Okinawa, Japan. Guests will also be able to discover a whole new underwater world in two state-of-the-art submersibles on board Genting Dream. Designed to carry one pilot and four guests, passengers can explore the spectacular sights under the Okinawan waters and marvel at the dazzling array of marine life and seascapes for an unforgettable, once in a lifetime experience. To educate, stimulate and inspire, Dream Cruises has designed and curated a remarkable range of events on board Genting Dream with a diverse programme featuring lectures on the historical ties between Okinawa and China along with award winning, world class photographers, motivational thought leaders, and iconic explorers of land, sea and space. Families can enjoy time together at innovative Space Camps for Kids and a Mermaid Academy at Sea while the gastronomically inclined can please their palates with comprehensive wine tastings and immersive workshops. The Future Dream Cruises aims to be the pacesetter in the Asian luxury cruise market. The main goal of Dream Cruises is to consistently provide luxury vacation experiences that exceed its guests’ expectations by delivering unique and enjoyable destinations insights, exemplary service and outstanding value. Dream Cruises wants to ensure that it is creating a transformational journey at sea for each and every passenger who sets foot on board a Dream Cruises ship. In 2017, Dream Cruises will introduce its second ship, World Dream. In five years, the cruise line will offer more prolific international itineraries to a growing base of loyal guests. Earlier in the year, Dream Cruises has announced Genting Dream will be deployed to Singapore on 3 December 2017. World Dream, which is currently being built at Meyer Wert shipyard, is scheduled for its inaugural sailing in November 2017.
APAC / April 2017 17 Sailing the Seven Seas g
18 APAC / April 2017 , 1702AP37 Spinal Life Australia: The Backbone of Disability Support Spinal Life Australia is a non-profit organisation that provides expert knowledge, specialised therapies and supports tailored for people with spinal cord damage and other physical disabilities. We spoke to the organisations Business Development Manager to explore the secrets behind its success. Established in 1960, Spinal Life has grown from a small membership group into one of Australia’s leading disability providers, with over 2000 members and clients. The organisation provides a wide range of services for individuals, designed to help rehabilitate them and allow them to live a life of quality. These include help to establish service routines and structure support arrangements; personal care and domestic assistance; transition support from hospital to home; and lifestyle support to attend appointments and events. Clients also have access to additional services and expertise including advocacy, when they need someone to provide advice and represent their needs; peer support and member networks for practical advice and access to like-minded people to share experiences and reliable information on issues, trends and latest technologies for people with physical disability. The organisation partners with local businesses, government and the wider community to ensure clients receive the support they need to live a happy and fulfilled life. “Here at Spinal Life, our philosophy is to work with clients and make decisions together to pioneer solutions that meet their needs and create more possibilities for their life. This philosophy extends to the development of events and partnerships that will build an understanding or capability which enhances independence, equity and inclusion. “Similarly, our specialised allied health professionals (physiotherapists, occupational therapists and registered nurses) bring an advanced understanding of the needs of people with physical disability and offer a valued integrated approach to finding holistic solutions for good health. “When required, clients are also encouraged to choose their own advocate to champion their issues or causes. Advocates may be used during assessments, reviews, and feedback, or for any other communication. We believe protecting and promoting our client’s safety and wellbeing is a key priority.” Recently a change was made to Spinal Life’s constitution allowing anyone, 18 years of age and older to become an ordinary member. This means that membership is no longer limited to individuals who have acquired spinal cord damage, either by accident or disease including polio and transverse myelitis. A variety of different individuals including family members, relatives and advocates for people with disability are joining the organisation’s member base. Supporting such varied clientele requires a dedicated team of professionals all committed to excellence. “At Spinal Life Australia, we know and understand that it’s our people that make us who we are; they are the reason we have built a strong reputation across Queensland and nationally. As such, we only employ people who are passionate about what we do and who want to make a difference in the lives of our members and clients. “Our team comprises of talented, engaged and positive professionals with specialised knowledge and skills. To ensure the ongoing success of both our organisation and our staff as individuals, we are committed to developing and retaining talented staff who can help us achieve our vision of being recognised as a leader in community and disability services. We offer a range of initiatives that promote our unique values and reinforce the positive culture we need to succeed.” This focus on driving staff to offer the very highest standards of service is vital as new regulations have increased the amount of competition for organisations such as Spinal Life. With significant changes to the market, through the introduction of the National Disability Insurance Scheme (NDIS) and National Injury Insurance Scheme (NIISQ), funding for supports and services is being directed away from service providers and being allocated to individuals who will be given the opportunity to select their own support services. This open and unregulated market removes entry barriers for commercial enterprises and international businesses. However, it is Spinal Life’s vast industry experience and network of contacts that sets it apart and continues to drive it towards success.
APAC / April 2017 19 K Company: Spinal Life Australia Name: Frances Porter Email: [email protected] Web Address: www.spinal.com.au Address: 109 Logan Road, Woolloongabba QLD 4102 Telephone: 1300 SPINAL (1300 774 625) Spinal Life Australia: The Backbone of Disability Support g “Our reputation is built on 55 years of working alongside government agencies and hospitals, advocating for the needs of our clients, and finding solutions that support their transition from hospital to home, to life at work or in their community. “Clients can see our level of excellence at work as we voluntarily contribute to initiatives and opportunities to advance the quality of life for people living with disability. We are often called to the table of federal and state government authorities to develop solutions to social and economic issues that affect communities and to campaign accordingly.” Overall, despite the increasingly competitive market the future looks bright and offers lots of opportunities, as Spinal Life is in a very strong position to thrive. “To ensure that we continue to grow and build upon our current success, Spinal Life Australia is developing a new Strategic Business Plan, which will guide future targeted growth and development opportunities that will ensure we deliver a specialist range of disability services for many years to come while growing our member and client base. We are also investing in research and community partnerships and are always looking at how we can review our models and services to stay current and relevant. “To date, we have offices in Brisbane, Townsville, and Cairns. One of our goals for the future is to extend our services and offices into more regional and rural areas to assist in supporting people across Queensland, Northern Australia, and into the Pacific, and we are looking forward to being able to provide our high-quality services to a wider range of clients over the months and years ahead.”
20 APAC / April 2017 , 1702AP11 The Sweet Smell of Success Flavourtech is a global technologymanufacturer specialising in aroma recovery, extraction and evaporation solutions for food, beverage and pharmaceutical industries. We invited Leon Skaliotis to tell us more about the firmand the services it offers. Flavourtech are providing companies around the world with technology and processes that allow them to differentiate their products and grow their business. These companies acknowledge that Flavourtech are helping them set new standards in the way high quality end products are produced and assisting them in meeting consumer taste preferences naturally, easily and with maximum flexibility. Working across such a vast array of industries means that Flavourtech technologies are utilised in the coffee, tea, flavour, dairy, alcoholic beverage, nutraceutical and pharmaceutical industries. With a focus on using low temperatures and short residence times, Flavourtech technologies ensure that the natural flavour and active ingredients in the products being processed are protected to provide consumers maximum benefit and satisfaction. Their expertise also allows turn-key solutions to be implemented leading to streamlined processes, lower costs of production and higher market share. Leon discusses the firm’s focus on constantly offering the very highest standards of service and creating innovative, quality products for its clients. “Here at Flavourtech we provide process industries worldwide with innovative engineering solutions based on our core technologies. Our solutions are reached through a company-wide focus on customer requirements and our employee’s extensive expertise and application know how. “Our focus is on constant improvement so a gated process approach is followed for every project in order to ensure that all steps at each stage of a project are closely followed and equipment is manufactured and delivered on time every time. Project meetings during manufacture and following completion also ensures that we review each project closely for further improvements to take place with the next project. Our staff are constantly updating their skills and knowledge and we are collaborating with various technology companies around the world to produce new cutting edge technology to provide our customers with the competitive edge they need in their respective markets.” Operating in a highly competitive global environment, it is imperative that the firm provide customers with the confidence to make major investments with them, secure in the knowledge that Flavourtech has the ability to support them for the long term. Leon explains how this is achieved. “To propose the best possible solution for our customers, we always try to work very closely with them to understand their business needs, even better than they do. Sometimes, this may involve them modifying or producing a new product, improving the quality of an existing product, or even improving their operational efficiency through increased automation, waste reduction, etc. We can even provide them with financial impact statements, so that they can see the long term economic impact of their investment with us. “By utilizing our vast mechanical and process engineering expertise, we try to become a trusted adviser to our customers, as opposed to just selling equipment. We also try to be closer to our customers by placing staff members (both Technical & Territory Managers) in various regions around the world. As of today, we have direct employees situated in England, Germany, India, and Costa Rica. In other regions, such as in America, Japan, Korea and Thailand, we have developed strong relationships over many years with local agents or distributors who represent Flavourtech in the way we desire. “An important element in all of the countries we do business with, is to understand and respect the local cultures and ways of doing business. Our employees therefore conduct regular visits to those regions, and attend local industry seminars and workshops on a regular basis. Our attitude towards customer and application support means we consider ‘a customer for life’ and our staff are committed to ensuring that our technologies assist our customers to be as successful as possible.” Looking to the future, Flavourtech has a number of exciting plans for growth and expansion, as Leon proudly concludes. “Moving forward, Flavourtech continues to grow and the expansion of our manufacturing plant and new Griffith Pilot plant have recently been completed. Plans are currently underway for a new pilot plant to be installed in Asia to meet the requests and requirements of our clients in that region. In addition to infrastructure changes we are also growing in terms of personnel and are always looking
APAC / April 2017 21 K Company: Flavourtech Pty Ltd Name: Leon Skaliotis Email: [email protected] Web Address: www.flavourtech.com Address: 32 Lenehan Rd, PO Box 413, Griffith, NSW 2680, Australia Telephone: +61 2 6964 4322 The Sweet Smell of Success g for talented people in our various departments from the drafting office, technical and electrical engineers and administration. “Overall, Flavourtech is always looking forward to new projects where we may assist customers in improving their business. After all, our goal is to increase our customer’s business and make them more successful. Through this approach Flavourtech continues to learn and grow making it a successful and extremely interesting company to work for.”
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