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Hottest information about 10th Annual Customer Experience Management Summit

2 July 2019

MAI LE

Head of Customer Obsession Engineering
Uber

3 Questions For Mai Le

With mobile being primary channel for customer engagement do we say goodbye to traditional platforms completely?

Absolutely not, we cannot assume this. Channel offering should be for the customers, serving their needs and not for the company’s convenience.

How to capitalise on the needs of different generations and manage the customer experience strategy?

Need to review Omni Channel strategy and how it caters to all customers, their needs, preferences. Review analytics to understand value and uncover opportunities.

Where or how do you see future of customer experience in 5 years’ time?

Automation and AI for customer speed, convenience, personalised. Agents will be for risky/high complex/new businesses.

Mai is an accomplished leader with proven track record of driving transformational and profitable growth at high-growth startups, Fortune 100 and Fortune 500 companies. Expertise in creating organisational vision and strategy; leading global teams; launching highly-scaled platforms and products with billions of global users generating billions in revenue. Mai is a Board of Director member for Siembra, and a Board Advisor to OmniLife.ai.

Mai leads Customer Obsession that powers Uber in 600+ cities across 6 continents. Mai sponsored and led the design of the nextGen Customer Care product and platform, driving top-line growth while delivering bottom-line savings of $xxxM+. In the past 3+ years, Mai led 25+ teams as Head of Business Platforms, the foundation that enables Uber to operate at scale. With her help, Uber went from 2B to 10+B rides, Eats grew to operate in 350+ cities. She was instrumental in enabling the launch of new businesses – Enterprise, Freight, Transit.

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