Joan Yong is a seasoned customer experience professional and co-author of the foundational customer experience book, “From Oblivious to Obsessed: Eight Obsessions Every Organisation Must Embrace To Build Customer Loyalty In Asia”.
She has a demonstrated track record in management consulting, market research, and experience design across industries, including retail, F&B, financial, public sector, attractions, and travel.
Her personal motto is to make the world a better place, one experience at a time.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.