Han San Lim


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


2:15 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


Check out the incredible speaker line-up to see who will be joining Han San.

Download The Latest Agenda