Walking the Customer Centricity Talk

Walking the Customer Centricity Talk

By Liz Berks · 9 October 2018 · 3 minute read

“We are becoming more Customer Centric”… we hear this phrase all the time, but are we walking the talk? Discover how leading brands in Asia are building a deeper understanding of customer needs in order to improve lifetime value and market share.


Learn firsthand how Mandarin Oriental got close to customers to help design and launch a brand appropriate customer engagement scheme.

“Customer loyalty comes from the heart, as opposed to the mind… you have an emotional bond with it.” – Mandarin Oriental Hotel Group


Hear how Kimberly-Clark has applied varying digital transformation tools across different Asia Pacific markets to enhance consumer knowledge and targeting.

“Agility and readiness for frequent transformations is one of the key capabilities needed today by businesses.” – Kimberly-Clark


Learn from industry leaders:

  • Insight. Learn how to drive quality insights that you can action easily
  • Relationships. Deepen customer relationships to increase customer lifetime value
  • Impact. Measure and drive customer objectives to business ROI


Join us for customer stories, leading keynotes and a panel discussion on digital experience and innovation




11:45 AM


12:00 PM

 Welcome and Networking Lunch (Lunch catering will be provided)

12:45 PM

 Intro and Welcome

1:00 PM



 Different Strokes for Different Folks

 Lianne Mui, Regional Digital Marketing Manager


1:45 PM

 Coffee Break & Networking

2:15 PM



 Customer Loyalty comes from the Heart

 Michael Hobson, CMO, Chief Commercial Officer and Board Director

 Mandarin Oriental Hotel Group 

2:45 PM





 One Night Stand… Seriously?

  • Michael Hobson, Mandarin Oriental Hotel Group
  • Juliana Chu, Kimberly-Clark Asia Pacific

 Hear from the panel how brands are moving from the “one night stand” approach to relationship driven liquid insights

3:30 PM

 Closing Remarks and Networking

4:00 PM

 Event Close