Hizam Ghazali

GM of Customer Advocacy
Telekom Malaysia Berhad

Hizam is very passionate about his work where he spent the last 15 years learning and perfecting his skills and knowledge in the customer management and business development space at both professional and entrepreneurial level. To this effect, he has received numerous credentials such as COPC Coordinator certification, a 6-Sigma Green Belt, PMP and a COP Master-class graduate, IAOP. Throughout his career, he has gained cross industry exposure in domains such as Telecommunications, Financial Services, Energy & Utility, Retail, Media and High-tech.

Currently attached to TM’s B2B retail market segment, Hizam is responsible for identifying and creating new businesses through cross-industry collaborations and B2B2C service co-creations with TM’s largest Enterprise and Public Sector clients. Across the years, Hizam has been responsible for the deployment of best practice customer management principles and standards for both pre and post-sale operations. Very instrumental in leading various taskforces for business transformation and process reengineering initiatives.

Effective November 2016, Hizam has assumed an additional role as head of TM Digital Transformation Program, responsible in shaping TM Group towards becoming a more agile organisation through digital embrace.

Hizam actively contributes to the Malaysian outsourcing, customer management and ICT industry development by contributing at OM, MDeC, CCAM and speaks at thought leadership events such as Asian World Summit - Customer Engagement Management, Outsourcing Malaysia - National Conferences and CCAM - CX Summits among others.



9:30 AM Reinventing B2B Customer Experience Programs via Effective Digital Transformation Strategies

·         Revisiting the challenges and complexity of B2B customer experience delivery
·         How can organisations leverage on digital technologies, analytics and channels to deliver an enhanced experience?
·         Telekom Malaysia’s digital transformation journey so far: Evaluating program effectiveness and measurable outcomes from their B2B clients