Associate Research Director, Customer Experience & Mystery Shopping,
Joan Yong is an Associate Research Director at Ipsos, a leading global market research agency. She is also the co-author of the foundational customer experience book, “From Oblivious to Obsessed: Eight Obsessions Every Organisation Must Embrace To Build Customer Loyalty In Asia”. She is a seasoned customer experience professional with a demonstrated track record in management consulting and market research across industries, including retail, F&B, financial, public sector, attractions, and travel. Joan is passionate about helping businesses across industries to truly understand their customers, and to build great customer experiences. Her personal motto is to make the world a better place, one experience at a time.