Dexter Yeo

Head of Customer Experience
SIM University

Dexter is the Head of Customer Experience for the online division in SIM University, whom just recently joined the ranks to be the 6th autonomous university in Singapore. His portfolio covers the design of the customer experience strategy and building up of the operations for our customer contact center on site. In addition, he is also responsible for reviewing and developing our customer and students journey roadmap.

Prior to joining the university, he had held various leadership positions in different industries covering different roles within the customer service function and spent most of his time within the contact function space in the last 15 years of his career. He is an avid believer of innovation and strives to bring positive changes to the environment he is at. He has recently been certified by COPC as a certified implementation leader, loves learning and spends all the rest of his time upgrading himself professionally and with his Silky Terrier.



Day 3

14:15 PM CX Measurement – Making Sense of Numbers & Translating it Into Actions

·         Capturing the right results and customer feedback for benchmarking the performance of your CX programs
·         Discussing key metrics such as NPS and CSAT – how effective are they and how can they be improved?
·         Translating customer feedback into informed decisions and actions