Glenn LimRegional 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).
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.