Han San Lim

VP Customer Contact Centres & Corporate Reservations
Shangri-La Hotels and Resorts

Han San Lim is currently the Vice President of Customer Contact Centers & Corporate Reservations overseeing the strategic expansion and operations of our call centers in Kuala Lumpur and Guangzhou. In addition, he is also responsible for group-wide reservations and distributions related matters.

He held various positions in Reservations, Front Office and Revenue Management in San Francisco, Washington DC and Kuala Lumpur with the Ritz-Carlton hotel groups. He left the hotel industry briefly and joined the American Express from 2011-2015 heading their cardmember services in Singapore and Hong Kong. He has previously led his teams to win multiple call center awards in Kuala Lumpur and Hong Kong in annual Call Center Association award ceremony including Best New Call Center, Best Call Center and multiple professional awards. (like best team leader, best call centre agent, best trainer and best back office support personnel etc.)



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