Evolving Customer Experience in 2024

Debra Soon

Group Head of Brand, Communications & Marketing, Singlife

Debra leads an integrated Brand, Communications and Marketing team which partners business leaders to achieve revenue targets. She has worked in media and diversified companies in the property, automotive and tech businesses. She has held bottom line responsibilities as Chief Customer Officer, Mediacorp and as Managing Director, Channel NewsAsia. She has also held corporate functions such as Chief Marketing Officer, Head of HR, Regional IT, Communications, Projects and Customer Experience in various companies. She graduated with a BSc in Econs and an MSc in International Relations from the London School of Economics and Political Science.

Vivian Phillips Husband, Ph.D

Professor of Practice, CXM@MSU, Vice President, Customer Experience, Blue Shield of California

Dr. Phillips Husband’s research focuses on understanding the emotional and social factors that influence customer’s decision-making regarding quality-of-life products such as health insurance. Her 30 years of expertise as a customer service professional, leading change with high performing teams have allowed her to manage constant change that remains responsive to customer expectations.

Adrian Lee

Group Head of Customer Systems, IHH Healthcare

Adrian is responsible for the IHH Group's pricing strategy and revenue management, customer experience and services, operations excellence and process improvement. Prior to his current appointment, Adrian was the CEO for Parkway Shenton Group, the leading primary healthcare provider in Singapore, with a network of over 1,000 clinics including panel general practitioner (GP) clinics and specialists, in-house clinics in corporate client's facilities and health screening centers.

Lara Truelove

Program Leader, Center for Experience Management

Lara leads the Center for Experience Management, an initiative by SAP, with Qualtrics and Singapore Economic Development Board (EDB). The Center provides benchmark research resources, knowledge sharing and skill building in XM (experience management).

Based in Singapore since 2003, Lara’s career spans customer experience and insights leadership, marketing, product management and consulting. Lara is currently focused on is the development of XM skilled talent, as more organisations step up human insight-led decision making.

Lou (Lewis) Carbone

Professor of Practice, CXM@MSU, CEO of Experience Engineering

Since the late 1980s, Lou Carbone has continuously been at the forefront of studying, exploring, and developing value creation through experience management. Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.
Lou is also the Author of award-winning best seller “Clued In: How to bring customers Back Again and Again.”

Eleanor O'Dwyer-Duggan

Head of Customer Experience and Research, Southeast Asia, Qualtrics

Elle is an experienced practitioner in customer experience and research strategy and currently is the Head of Research and Customer Experience Strategy in South East Asia at Qualtrics. Elle brings over a decade of experience building and leading global insights functions at both Ryanair and IAG Airlines Group prior to joining Qualtrics. Elle partners with leaders in South East Asia to build best-in-class programs to deliver actionable insights and business value.

Elle has a background in Psychology and has lectured in practical leading applications of research and insights in organisations at Ireland’s number one business school at MBA level. Elle is a frequent key-note speaker across the region in the areas of customer, digital, brand experience and a thought-leader in new disciplines of experience management.

Tom DeWitt, Ph.D

Director of CXM@MSU

Tom is director of CXM@MSU, which is dedicated to advancing the field of customer experience management through a variety of initiatives, including industry engagement and education through conferences, virtual roundtable discussions, and mentorship. He is also the academic program director for the Master of Science in Customer Experience Management (MS-CXM) degree program, North America's first academic degree in customer experience management.

Xiu Ling Gan

Regional Head of Customer Success, Asia ex Japan, Qualtrics

Xiu Ling is the regional head of Customer Success at Qualtrics, managing a team of success managers which help customers mature their experience programs and realise value from the Qualtrics solutions. She has over 15 years of experience in technology, corporate finance and management consulting and across multiple industries across the geographies. She delivers customer success strategies, corporate transformations including digital, organisational and customer experience strategies for enterprises. She is an alumnus of INSEAD Business School and Wharton School at the University of Pennsylvania. She started her career at the Singapore Exchange and was previously with McKinsey & Company.

Mao Gen Foo

Head of Southeast Asia, Qualtrics

With more than 20 years’ experience in the IT industry, Mao Gen Foo has worked with many clients across industries in Asia to solve business challenges leveraging tech solutions.

Mao Gen is the Head of Southeast Asia for Qualtrics – the leader in experience management software, allowing organisations to measure, prioritise, and optimise the experiences organisations provide across the four foundations of business: customer, product, employee and brand experiences. He is based in Singapore, which is the Qualtrics headquarters for the Southeast Asia region.