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

12:10 PM Panel discussion: CX measurement – making sense of numbers

Discussing key metrics: NPS and CSAT. Collecting metrics as a starting point of CX programs. Translating analytic insights into informed decisions and action. Navigating sensitive data: interpreting customer feedback across different cultures and mentalities.