about

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 6-D 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.

RESOURCES 

Papers and Articles:

• DIGITAL TRANSFORMATION - WHERE DO YOU START? (2019) for Techsauce Executive Insight
• READINESS OF UPSCALE AND LUXURY-BRANDED HOTELS FOR DIGITAL TRANSFORMATION (2018) in International Journal of Hospitality Management
• HOW CAN ASIAN HOTEL COMPANIES REMAIN INTERNATIONALLY COMPETITIVE (2015) in the International Journal of Contemporary Hospitality Management
• THE TOURISM DATA GAP: THE UTILITY OF OFFICIAL TOURISM INFORMATION FOR THE HOSPITALITY AND TOURISM INDUSTRY (2013) in Tourism Management Perspectives