Daisy Lau

Speaker Profile

‎Director of Customer Experience

Mercedes-Benz Hong Kong

Daisy Lau is the Director of Customer Experience at Mercedes-Benz Hong Kong. She leads the best customer experience strategy, customer journey, the Mercedes me Store, dealer and retail management and customer relations for the Mercedes-Benz Hong Kong and Macau markets.

The Hong Kong and Macau markets are very historical, mature, significant and iconic for Mercedes. Mercedes-Benz is recognised as the “Love Brand” here, and has taken a leading position in the luxury vehicle segment for years.

With the development of digital technologies, a good customer experience is the reality for continuous business success. Mercedes-Benz Hong Kong formulated the customer experience department in May 2019 which aims to provide the best customer experiences.

Lau was appointed the Director of Customer Experience based on her years of experience and commitment to the brand in other markets, as well as her approach to the customer service fields and digitalisation.

She focuses on shaping and defining the customer experience strategy, and developing and innovating customer engagement programmes by digitising retail operations and online platforms, and continuously improving and providing the best products and services to customers.