AXA
Gary
Ho on Digital Transformation as CTO at AXA HK and Macau
Recipe for success – responsive , present and sustainable In a climate where it seems every business is undergoing some form of transformation , it has to be asked : what exactly are the focuses of AXA ’ s digital transformation journey that makes them stand out as giants in the industry ?
Ho says : “ There are three focal points that set AXA apart , and these are : responding to trends ; always being present ; and nurturing an environment for sustainable growth . Taken as a whole , these allow us to deliver our promises for both today and tomorrow .”
Being responsive to trends is vital . Customers nowadays are more willing to voice their needs , holding ever-stronger opinions concerning how AXA should approach and communicate with them .
“ I see this in a positive light ,” says Ho . “ Yet , the challenge lies in how we can keep up with their constantly changing needs . We want to be the companion of our customers
“ We ’ re not satisfied with the mere status quo ”
GARY HO CHIEF TECHNOLOGY OFFICER HONG KONG AND MACAU , AXA
throughout their lifetime , through the ups and downs , and so we have to understand our customers .”
“ To achieve this , we must always be present with them – being there for them through their entire journey shows them that we care and that they matter to us . We need to go beyond mere policy , down to even the most subtle details of Customer Experience ( CX ). ‘ Being present ’ also extends to the reliability of our systems . We ’ ve
108 July 2022