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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.
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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

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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

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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

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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

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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.

Tealium

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Tealium connects customer data– spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium empowers companies to create a unified, real-time customer data infrastructure. The Tealium Customer Data Hub encompasses tag management, an API hub, a customer data platform with machine learning, and data management solutions that make customer data more valuable, actionable, and secure. Over 1,000 businesses worldwide trust Tealium to power their customer data strategies.

Adobe

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Company description: Creativity is in our DNA. Our game-changing innovations are redefining the possibilities of digital experiences. We connect content and data and introduce new technologies that democratise creativity, shape the next generation of storytelling and inspire entirely new categories of business.

Braze

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Braze is a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands like Citi, Burger King, Sephora, Disney, Telstra & Skyscanner foster human connection across email, mobile, SMS, and web. Named a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms, Braze is headquartered in New York with offices in Chicago, London, San Francisco, and Singapore.

ServiceNow

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ServiceNow (NYSE: NOW) is the fastest-growing enterprise cloud software company in the world above $1 billion. Founded in 2004 with the goal of making work easier for people, ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for more than 6,200 enterprise customers worldwide, including approximately 80% of the Fortune 500.

ON24

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ON24 is on a mission to transform the way marketers market, powering the live, always-on and personalised experiences that businesses need to create engagement, deliver data, find demand and drive revenue. Through the ON24 Platform, marketers can build data-rich, interactive webinar and content experiences, understand audience behavior and turn that intelligence into action. Informed by more than a billion engagement minutes — including 12 million polls, 1.3 million surveys, 1.5 million conversations, and conversion of over 17 million resources — marketers drive more revenue from ON24 experiences than any other digital channel. Headquartered in San Francisco, ON24 has a wide global footprint with eight offices in key regions, including London, Munich, Singapore, Stockholm and Sydney.

SAP

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As the market leader in enterprise application software, SAP is helping companies of all sizes and in all industries run better by redefining ERP and creating networks of intelligent enterprises that provide transparency, resiliency, and sustainability across supply chains.

Their end-to-end suite of applications and services enables our customers to operate profitably, adapt continuously, and make a difference worldwide.

Forrit

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Forrit – the next-generation Azure Content Management System that helps you create exceptional online customer experiences.

Their easy-to-use CMS lets you build and edit your website with minimal tech skills. With a host of security and audit features built-in, Forrit will help you reduce risk and comply with regulations.
For more information, visit LinkedIn, X.