Gina Lim leads AIG Singapore’s customer experience management since 2014. In her role, she drives end-to-end customer experience enhancement and strives to eliminate friction points across different touchpoints through use of design thinking process and customer journey maps. She is also responsible for capturing the Voice of the Customer and Producers through NPS survey and other feedback channels, ensuring closed loop process with improved operational or business outcomes. To enable a more customer centric culture, Gina also continuously educates employees on CX and reinforces customer centric behaviours through stories, rewards and celebrations.
Gina graduated from Nanyang Technological University with a bachelor degree in marketing. She began her career within the financial industry and has solid experience in direct marketing, customer loyalty and product marketing.
• Enable complete view of the customer for actionable insights
• Identify opportunities and challenges of end-to-end customer engagement across all channels
• Examine how omni-channel integration can lead to better customer experiences, greater revenue, and higher brand loyalty