30 July - 02 August, 2018
Hilton Singapore, Singapore

Glenn Lim

Regional Senior Director, Customer Experience Design & Engineering

Glenn Lim is the Regional Senior Director of Customer Experience Design and Engineering for Manulife Asia. He is responsible for driving Asia’s customer experience (CX) improvement through Customer Immersion Research and Customer Journey Design. 


He is a Strategy and Transformation professional with 17 years of experience helping organisations in customer experience and business transformations, and in large-scale post merger implementation across multiple regions (China, APAC, EMEA, Latin and North America).


Prior to joining Manulife, Glenn designed and implemented award winning CX programmes for AXA Hong Kong. A large part of which consisted of culture transformation elements to drive mindset change.


Glenn believes Digital Transformation is an accelerator for customer experience improvement. However if done incorrectly, it could be a multiplier for bad experience. He also believes ground breaking innovation, digital or not, comes through proper customer immersion research and human-centered journey design.


9:30 AM PANEL: Forming a Single Customer View to Improve Business Agility and Customer Excellence

·      Routes to creating a 360 degree view of the customer across all departments and channels
·      Integrating customer databases across life, general and group for comprehensive and real-time insights
·      Leveraging data insights to transform customer engagement and maximise customer lifetime value

9:00 AM Workshop A: Harnessing Insights to Transform Customer Experience

• Crafting an effective Customer Experience Framework for your organisation
• Utilising power of immersion research to uncover patterns for innovation
• Designing evolutionary vs revolutionary customer journeys
• Leveraging data and technology to leap frog transformation

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

Download The Latest Agenda