-       Merging Agile Principles with CX Innovation when designing the business strategy.
-       Shifting from storytelling to storymaking for empowering trust-based customer relationships with Gen YZ.
-       Making the best out of IoT through micro-segmentation, predictive analytics and complaints prevention.
-       Using behavioral economics for context-driven interaction and services.
-       Investing in Voice of the Customer programs and strategising upsell/cross-sell.
-       Going beyond NPS and market standard KPIs with Journey Analytics to generate more value.
-       Managing multi-channel CX, upgrading CRMs & apps for on-the-go customers in the 5G era.
-       Building a contemporary People Culture and creating Employee Advocacy Programs.
-       Managing B2B customer experience challenges and leading the overdue market change.