Dr. Angel Lo, DBA, MBA, CCXP, CXPA, PMP, PMI-ACP, Seasoned Leader of Organizational Digital Transformation and Customer Experience
Head of Customer Experience (APAC) Olympus APAC Medical Division
Angel is the Head of Customer Experience in APAC region of Olympus APAC. She develops CX strategies and leads the regional Customer Experience team to drive customer loyalty and engagement to support business growths and to advocate the combination of Customer Experience disciplines with Disruptive Technology to drive customer loyalty and engagement as well as Organizational Digital Transformation Success with her purpose driven vision to improve people’s quality of lives.
Prior to her current role, she was the Customer Operations & Transformation Director Asia Pacific of Abcam, NASDAQ listed life science company, leading the regional customer operation teams of 40+ specialists from diverse cultures with remarkable track records in elevating customer satisfactions via her sophisticated skills in the deployments of Customer Experience disciplines including VOC Voice of Customer Programs, Journey Mapping Methodology, Design Thinking Approach, Omnichannel Tactics in combination with Disruptive Technology including AI, RPA, Advance Data Analytic & Cloud Computing enabled by her exceptional people management skills being a transformational leader.
With more than 15 years of professional experience in Organizational Digital Transformation, Customer Experience, Disruptive Technology and Project Management. Served as the judge of CXPA, Customer Experience Professionals Association, Emerging Leader 2022 and mentored in PMI Hong Kong Chapter, she is holding CCXP, PMP & PMI-ACP credentials with profound Agile and Waterfall project management skills in leading global and regional strategic projects including ERP & CRM systems migrations, Knowledge Base, RPA, Chatbot, Mobile Applications, eProcurement, Website and Global Phone System partnered with the Big 3 and Big 4.
Angel is a scholar holding the Doctor of Business Administration degree with research focus on Organisational Digital Transformation Success, Customer Experience & Disruptive Technology. Her recent research paper is “A Study of The Impacts of Leadership, Talent & Execution In Influencing The Success of Organizational Digital Transformation In Hong Kong”.