Building a Resilient Service Organisation for Future

Presented by

Adam Geneave - Chief Customer Happiness Officer, AirAsia Olive Huang - VP, Market Strategy, Salesforce

About this talk

Over the past year, we have witnessed some spectacular stories of innovation as service leaders have guided their teams and organisations toward new levels of bold success. In doing so, they’re reinventing what service means; building powerful levels of resilience and ensuring they stay relevant for the customer. Join us for this session as we get the opportunity to chat with Adam Geneave, Chief Customer Happiness Officer at AirAsia, an organisation that has truly demonstrated this courage & resilience and created new best practices around customer experience. Delivering seamless support increases customer satisfaction and drives value across your business - AirAsia shows us just how.

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Salesforce is the customer company, helping companies connect with customers in a whole new way since 1999. Its pioneering formula of Data + AI + CRM + Trust helps companies embrace artificial intelligence across Customer 360, its complete portfolio of products that unites every team around the customer on an integrated, metadata-driven platform. You will find videos related to topics that help you deliver personalised experiences your customers expect by using the integrated CRM platform that we call our Salesforce Customer 360 Platform. It provides powerful, connected products for improving your marketing, sales, commerce, service, IT, and more. We also include Trailblazer stories from the APAC region. Visit us at to find out more.