Malcolm Koh

Malcolm Koh is an expert in both operational and strategic aspects of Customer Experience, with over 20 years of diverse experience across 8 industries in Customer Service, Team Leadership, Strategy, Operations, Culture building, Marketing, and Digital engagement.

He combines the best practices and innovations from digital-ready and traditional structured organizations to enhance operational efficiency and customer experience.

Malcolm has managed operational P&L for large departments, showcasing his understanding of team dynamics and complexities in organizational management.

With excellent communication skills, he is a Keynote speaker, published writer, and Media Appointed Representative, specializing in Customer experience, Service Quality, Executive management, people management, and various customer-centric metrics and analytics.

His areas of expertise include Service Metrics like NPS, Customer Satisfaction, and customer effort score, management reporting, marketing, regional work, optimization, strategic service marketing, customer engagement, and coaching.

Malcolm's educational background includes an MBA from the National University of Singapore and a BComm from McGill University.

He has held key positions such as Customer Experience Strategist at Zendesk, Head of Customer Experience at Grab, Head of Customer Service/Experience at AIA, Head of Client Experience at Royal Bank of Scotland Business, and Regional Manager SEA in various customer-centric roles at Air France.