The journey of the customer service transformation

In this webinar, Microsoft’s Customer and Partner Experience Lead for Asia Pacific will share her insights on how Microsoft modernize existing customer service and operations functions. Go-Ahead Singapore will also share their success story of transforming their customer experience.

This FREE webinar was recorded on:
10:00 AM - 11:00 AM SGT

Sponsored By:

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Digital transformation

Organizations empowered by intelligent customer service increase advocacy and loyalty to their brands by creating effortless service experiences. Effortless experiences support the time, place and need of each customer and are a natural extension of the way they engage day to day in a digital world. They leave both customers and agents thinking not so much about the service process, but about how easy it was.

At Microsoft, we have embarked on a journey of digital transformation to modernise customer engagement. Caroline Foo, Microsoft’s Customer and Partner Experience Lead for Asia Pacific will share her experience and insights on how Microsoft modernise existing customer service and operations functions and share examples of the underlying technologies in place that empowers that transformation.

We will be joined by Microsoft customer Andrew Edwards, Managing Director of Go-Ahead Singapore and Microsoft partner Huang Fei, General Manager of MNG Solutions, who will share Go-Ahead’s success story and experience in modernising customer service.

Attend this webinar to: 

  • Understand the journey of modernising customer service in Microsoft and how to apply for your organisation.
  • Hear the best practices from the industry peers – who has embarked on the journey of transforming their customer engagement.
  • Get insights on critical success factors and expectation of having a modern and consistent, omni-channel engagement with customers.


caroline foo, microsoftCaroline Foo
Director, Customer and Partner Experience Asia Pacific.

Caroline Foo serves as the Customer & Partner Experience Director for Microsoft Asia Pacific.  In this role, Caroline  brings the voice and insights from customer and partner  back to leaders across business units and field teams to  actively advance a customer-centric culture organization- wide.  She plays a critical role in protecting and advancing the way Microsoft thinks about the experiences customer and partner have with her organization, and ensuring  customers remain at the center of every business decision.


andrew edwards go ahead Andrew Edwards 
 Managing Director
 Go-Ahead Singapore

Andrew Edwards serves as the Managing Director for Go-Ahead Singapore. In this role, Andrew is responsible for the overall performance of the business, establishing and ensuring that business strategy, plans and procedures are firmly in place. He leads executives across the business and is a key driver of the company culture and vision.



Huang Fei
General Manager
MNG Solutions

Huang Fei serves as the General Manager for MNG Solutions Pte Ltd. In this role, Huang Fei is responsible for the company’s operations. He ensures that vendors and suppliers are properly compensated and that they continue to meet the needs of the company. He is also assisting sales projects and implementation.