Su Fong Chew


Director of Customer Experience Management
Celcom Axiata Berhad


9:30 AM Delivering Consistent Customer Experience Across Markets in Asia

·         Building your company’s CX strategy – what are the core values and philosophies and how are you adapting to the changing consumer landscape?
·         Executing customer experience programs across different regions in Asia – reviewing effective localization strategies and pitfalls to avoid
·         Developing a customer-first culture: How are you breaking silos, effecting change and aligning customer experience delivery across different departments, offices and regions?

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 Su Fong.

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