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.
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 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 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.