The CX Dinner

An exclusive dinner discussion for executives responsible for CX in Hong Kong.

Closing the Customer Experience Gap: CX Trends


Leading companies in consumer-facing industries (like Airbnb and Uber) have used technology to build their brands on customer service, raising the stakes for everyone. Today, customers are comparing all companies to the very best making them more demanding than ever.

They want fast and efficient resolutions and, without having to repeat themselves. They expect you to reach out and give them the information they haven’t realised they want yet, without having to get in touch with you but without feeling spammed.

They want you to talk to them without having to talk to you. Still, they aren’t fully sold on the benefits of AI and more than 80% of the 25000 customers we interviewed by Zendesk who had interacted with a support bot said they interacted with a human afterwards.

  • Are companies in Hong Kong proactively reaching out to their customers
  • Which contact methods are most efficient at solving customer problems?
  • Are AI tools or features being used to improve customer experience?
  • Which are the most interesting customer experience trends to keep in mind?


3/F, Lht Tower Podium, Central, Hong Kong

The Ortus CX Global Leaders Network is dedicated to CX leaders and other relevant senior peers. We create a forum in which CX leaders and relevant executives share knowledge and experiences on common business challenges and issues.

The Network has run similar discussion worldwide in cities such as New York, London, Hong Kong, Dubai and others.

The Ortus CX Global Leaders Network is powered by The Ortus Club.

Thursday, 18th of July 2019

Spiga Restaurant, Hong Kong

Attended by:

President, of HKT Teleservices

President & CEO, AIG China of AIG

EVP & Regional CEO – Asia and Canada of Walmart

CEO & Co-Founder of Floship

CEO of

CTO of 8 Securities

Regional CIO, Asia Pacific of Lockton Companies

CIO & VP, APAC of The Estée Lauder Companies Inc.

SVP, eCommerce of Sa Sa International Holdings Limited

VP, Customer Engagement of TAL Apparel

VP, Marketing and Communications of Dorsett Hospitality International

VP, Information Technology of Langham Hospitality Group

AVP, Digital Marketing and Data Analytics of HKT

Head, Information & Technology Transformation of Shiseido

Head, Operations of

Regional Senior Director, Customer Experience, Asia of Manulife

Hosted by:

Mara Dela PazCX4_HK 1