Lolitta Mohamed Suffian
Live from Malaysia

Lolitta Mohamed Suffian

VP Customer Experience, Telekom Malaysia

Lolitta's educational journey took her on a captivating exploration of art and creativity. She embarked on her academic path at Aurora Gardens Academy in New Orleans, where she graduated from high school. Fuelled by her passion for the arts, Lolitta's educational pursuits led her to Whitney College of Art in New York. There, she immersed herself in the world of Fine Arts, with a particular focus on the Impressionism period. Through rigorous study and practice, Lolitta delved into the techniques, styles, and philosophies of this influential artistic movement - which she brings into her corporate work on a day-to-day basis. Her art education taught her to look at things from a different point of view, which she does till today.
Lolitta Suffian is an experienced professional who currently serves as the Group Head of Customer Experience at Telekom Malaysia (TM). With more than 20 years of experience across various industry verticals, Lolitta has developed a diverse skillset and a deep understanding of how to create a positive customer experience.
In her current role, Lita strongly believes in making the customer journey easy and seamless, from the discovery to the use and engagement stages. She is committed to leveraging technology to automate processes, improve efficiency, and ensure that the human touch remains a top priority at every touchpoint. Lita's "human-centric approach in today's tech-first world" has helped TM to develop a strong brand reputation, with many customers praising the company for its high level of service and support.
Lita's experience in a range of industries, from hardware to software, logistics, financial, transportation mobility, fintech, and now in Telco, has equipped her with a unique perspective on how to create a positive customer experience. Her commitment to putting the customer at the center of everything she does has enabled her to develop a strong customer-centric culture within TM, where every employee is focus on delivering the best possible experience to customers. Her leadership has helped the company to achieve high level of customer satisfaction, which has contributed to its success and growth.

Talk title: NPS as a Culture

Abstract:

In a world obsessed with metrics, have we missed the mark on what truly matters: human connection and belonging? My session dives into the power of Net Promoter Score (NPS), not just as a customer satisfaction tool, but as a catalyst for building vibrant, thriving cultures.

Forget dry surveys and cold numbers. Join me on a journey to discover how NPS becomes a living pulse within my organization, revealing the whispers of dissatisfaction and amplifying the cheers of loyalty.

Learn how we at Telekom Malaysia are transforming our DNA by:

  • Unleashing the power of "promoters" - passionate employees who become culture champions.
  • Unearthing the "passives" - the silent majority holding the key to unlocking improvement.
  • Shifting from "transactional" to "relational" leadership, prioritizing trust and engagement.
  • Experience the shift when employee happiness meets customer satisfaction, creating a virtuous cycle of growth and innovation. We ditched the fear-based hierarchy and embracing a culture of feedback and ownership, where every voice matters.

Lolitta's session isn't just about numbers, it's about humanity. It's about building a culture where people love to work, where customers become raving fans, and where NPS isn't just a score, it's a movement.