Chief Customer Experience Officer Roundtable - ServiceNow

Driving Customer Loyalty with Connected Digital Workflows

September 2022 | Tin Lung Heen - The Ritz-Carlton Hong Kong | #ChiefCX

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Driving Customer Loyalty with Connected Digital Workflows

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.

This Roundtable has concluded. Please contact us at hello@cxoinnovation.com for more information about customising your CXO Roundtable.

The luncheon has a limited  8 seats for industry leaders and decision-makers from Customer Experience, CRM, Customer Engagement fields in Hong Kong region.

Event Agenda

Moderators

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.

Our Sponsors

Salesforce

Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies – cloud, mobile, social, voice, and artificial intelligence – to connect to their customers in a whole new way. The Salesforce Customer 360 is an integrated CRM platform, powered by AI, that unites marketing, sales, commerce, IT and analytics departments. It gives these teams a single, shared view of their customers so they can work together to build lasting, trusted relationships and deliver the personalised experiences their customers expect. Salesforce is committed to a set of core values – trust, customer success, innovation, and equality of every human being. Salesforce is one of the leaders on Fortune’s Change the World list, and has been one of Fortune’s 100 Best Companies to Work For, for twelve years in a row.