Mar 7, 2018
The Chief Customer Experience Officer for AIA Malaysia, Troy Barnes joins us and shares that he tries to keep it as simple as possible. He see’s his position as ultimately him being personally accountable for the experiences the organization creates for customers. He, of course, credits his very talented team for actually getting the job done. The biggest thing that management tries to endorse is that when they talk customer, they practice customer. Meaning that rather than simply talking about the customer experience, he and the team actively get out into the world and experience what the customer experiences so that they can improve on that very thing.