A branding, marketing and customer experience management professional who works across cultures and digital divides to help companies and individuals achieve sustainable competitive advantage.
Carmen Lam is experienced in branding, marketing and customer experience management for hospitality and hotels, public services, IT software services and residential real estate.
She helps companies manage change and achieve sustainable competitive advantage by leveraging diversity of teams and harnessing the power of internal customers to acquire, develop and retain external customers across cultures and geographic divides.
Keeping pace with the 4th industrial revolution and the coming of age of the experience economy, Carmen helps brands go through digital transformation and achieve differentiating omni-channel experiences through the use of design thinking and new technologies. She is a firm believer in the importance of fact-based decision-making and applies the Hofstede model to generate valuable insights for marketing, communications, team and customer relationship management.
Experienced in working across cultures, aligning customer experience with brand values, driving revenues, marketing resource management, and building platforms for branding, marketing, and strategic development in service operations.
Papers and Articles:
Leadership development, Branding, Culture change and transition
Customer service, Hotels, hospitality and Real estate development, Marketing and Consumer Good
Intercultural Management, Organisational Culture
Worked and lived in
Indonesia, USA, Canada, Thailand, Singapore, China, Hong Kong and Macau