Suet YuRegional Head of Customer Experience
Suet is responsible for AXA Asia Operations customer experience strategy since she joined the insurance industry in 2014. She now champions the contact centre transformation across Asia for improving customer experience, including system implementation, resolution-focused operations routine and People initiatives roll out. Before that, Suet has performed key roles in customer experience, strategy & program office, and marketing in telecommunication industry in Hongkong. She previously led “Customer Advocacy” Program in CSL by implementing the NPS (Net Promoter System) into company-wide customer centric transformation. Suet holds an Executive Master of Business Administration (EMBA) degree from the Chinese University of Hong Kong.
9:00 AM Aligning People, Process and Technology to Drive Customer Centricity and Employee Engagement in Your Contact Center
- Insights into AXA’s contact centre transformation journey in Philippines and across Asia
- How AXA utilises feedback loops and root cause analysis to improve customer experience
- The early results of improvements in first call resolution, customer satisfaction and employee engagement