Chief Customer Experience Officer Luncheon

Private Executive Luncheon: Driving Customer Loyalty with Connected Digital Workflows

Tin Lung Heen - The Ritz-Carlton, International Commerce Centre (ICC), 102/F, The Ritz-Carlton, Hong Kong, 1 Austin Rd W, Tsim Sha Tsui, Hong Kong

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Customers today expect mobile and personalized self-service when they experience a problem. Companies not providing it see higher customer service costs and lower customer satisfaction, impacting retention and revenue growth. On the other hand, disconnected and legacy systems force agents to switch between systems when fielding even simple customer requests. This has a negative effect on their productivity, resulting in slows service delivery, and ultimately impacts customer satisfaction.

In this roundtable, we will discuss the recent trends on how leaders in customer experience drive customer loyalty with connected digital workflows and how they go beyond traditional CRM and field service. We will start with a short presentation about how digital workflows has become the building blocks for modern customer experience, follow by a fireside chat with Mr. Allen Wong, Deloitte Digital HK Leader, in discussing what are the recent trends we see in the Greater Bay Area (GBA) market.

Event Agenda


Albert Li

Managing Director, North Asia, ServiceNow

Albert has over 2 decades of extensive IT&T experience, ranging from SAAS, Software, Hardware to Telcom. His passion is to join hands with organizations to help them build and accelerate the Future of IT, and customer success is always a top-of-mind priority for him. Throughout the last decade, Albert has played a key role in helping over 100 companies on their digital transformation journey, translating significant value into the business. Outside of work, Albert is a sports enthusiast, and regularly participates in various sports team.

Davis Ng

Head of Solution Consulting, North Asia, ServiceNow

Davis has 20 years of enterprise software experience in vendors and consulting firms. He has experience to drive organizational adoption in digital transformation initiatives. He is passionate about helping his clients to drive their digital agenda and make IT to become business relevant. Over the years Davis has multiple opportunities to build high performance sales and delivery teams from scratch. Currently based in Hong Kong he has also worked in Shanghai, Singapore, and Taipei.

Allen Wong

Partner & Digital Leader, Deloitte

Allen leads the Deloitte Digital practice in Hong Kong as well as in the Asia Pacific region, and has extensive knowledge and experience in working with executives in the formation of digital transformation with a customer centric approach. His expertise includes digital strategy, operating model design, large scale project delivery of CRM, digital marketing platforms, other customer solutions, and organization change management. He has over 21 years of experience in providing technology consultancy and implementation services across a wide array of clients in Hong Kong, China, the United States and Canada.


The Roundtable

The CXO roundtable is an exclusive and prestigious gathering of top-level executives representing a diverse range of industries and sectors. 

It serves as a platform for industry leaders to explore innovative approaches to common challenges, exchange ideas on how to navigate the rapidly changing business landscape, and fostering potential future collaboration.

These in-person discussions usually last between 1 hour 30 minutes to 2 hours and will take place in upscale dining venues around the world, offering an environment conducive to open and confidential discussions. Attendees may include C-suite executives, VPs and Division Heads who hold significant decision-making power within their organisations. The size of the roundtable can vary, but it is typically limited to a small group of 8 to 15 participants to ensure meaningful interactions and focused conversations.

The Roundtable can take place both in person and virtually, targeting decision makers from Europe and APAC regions.

To find out more, please email