CEO OF ATCEN

KEN NG

HRD CORP MASTER TRAINER CUSTOMER EXPERIENCE ARCHITECT HUMAN PERFORMANCE ADVOCATE

Developing trainers. Transforming people.

With over 25 years of experience across customer experience, contact centre, people development and business, Ken helps organisations build people capability and create better experiences.

CUSTOMER EXPERIENCE · CONTACT CENTRE · PEOPLE DEVELOPMENT SCROLL TO EXPLORE ↓

PROFESSIONAL CREDENTIALS

HRD CORP MASTER TRAINER

Developing trainers with experience that matters.

Ken Ng brings more than 25 years of experience across customer experience, contact centre, people development and business.

His work combines training, customer experience, consulting, business development and people development to help organisations build stronger people capability and create better experiences.

OFFICIAL DOCUMENT HRD CORP

VIEW FULL CERTIFICATE ↗

PROFESSIONAL CREDENTIAL HRD Corp Trainer appointment certificate

HRD CORP TRAINER CREDENTIAL

CUSTOMER EXPERIENCE PEOPLE & SERVICE DEVELOPMENT

PEOPLE DEVELOPMENT TRAINING & CAPABILITY BUILDING

CUSTOMER EXPERIENCE PHILOSOPHY

HOW I THINK

CUSTOMER EXPERIENCE
IN PRACTICE

THE BELIEF

Great customer experience starts with people.

When people understand their role, take ownership and know how their actions affect the customer, better experiences become part of the culture.

EMPATHY

Understand the customer, the situation and the people behind every interaction.

CONSISTENCY

Create reliable experiences by building the right behaviours, standards and service habits.

OWNERSHIP

Empower people to take responsibility for the experience they create and the outcomes they influence.

THE JOURNEY

EXPERIENCE
BEHIND THE
EXPERTISE.

A career shaped by customer experience, contact centre operations, training, people development and business — building the practical perspective behind how Ken develops people and creates better experiences.

01 FOUNDATIONS

Building Business Experience

Developing a broad understanding of business, operations and people through hands-on experience across different organisations and environments.

02 CUSTOMER EXPERIENCE

Customer Experience & Service

Building expertise in customer experience, service excellence and the behaviours that shape how customers experience an organisation.

03 CONTACT CENTRE

Contact Centre Excellence

Working with contact centre teams and organisations to strengthen service performance, communication, customer handling and operational capability.

04 TRAINING

Training & People Development

Developing trainers, delivering learning programmes and helping organisations build stronger people capability through practical and engaging training.

05 LEADERSHIP

ATCEN & Human Performance

Today, Ken focuses on developing trainers, improving customer experience and building human performance through learning, capability development and organisational engagement.

SELECTED EXPERIENCE

EXPERIENCE
THAT BUILT
THE EXPERTISE.

Ken's experience spans customer experience, contact centre, technology, consulting, business development and people development — working with organisations and teams across different industries.

CONTACT CENTRE

Contact Centre & Customer Experience

Experience across contact centre, customer interaction and service environments, including work connected with Nokia Care Line Asia Pacific and BPO consulting.

CX CUSTOMER EXPERIENCE

TECHNOLOGY & DIGITAL

Digital & Customer Engagement

Experience involving technology-driven customer engagement, including work connected with Microsoft Malaysia's MSN portal.

DIGITAL CUSTOMER ENGAGEMENT

CONSULTING

Consulting & Business Development

Consulting and business experience across customer experience, sales, marketing and organisational development.

25+ YEARS EXPERIENCE

PEOPLE DEVELOPMENT

Training & Capability Building

Developing people through training, facilitation, trainer development and capability-building programmes for organisations and their teams.

300+ COMPANIES TRAINED

INDUSTRY CONTRIBUTION

Customer Experience Industry

Long-term involvement in the Malaysian customer experience and contact centre industry, including CRM and contact centre industry activities.

2,138+ TRAINING DAYS

EXPERTISE

Customer Experience

Explore customer experience training and development programmes.

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Contact Centre

Explore contact centre advisory and customer experience solutions.

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Articles

Insights and perspectives on customer experience, people and business.

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Videos

Watch customer experience, training and people development content from Ken and ATCEN.

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BMW

BOSCH

BOSTON CONSULTING GROUP

ACCOR HOTELS

AIG

AON MALAYSIA

AIR SELANGOR

AMERICAN EXPRESS

A&W MALAYSIA

BELKIN

BOEHRINGER INGELHEIM

BOUSTEAD GROUP

CLUB MED

CITIBANK MALAYSIA

COLGATE-PALMOLIVE

CROWN PLAZA HOTELS

CHEVRON MALAYSIA

DA MA CAI

DST BRUNEI

F-SECURE

F&N DAIRIES

FABER MEDI-SERVE

FESTO MALAYSIA

GLENEAGLES HOSPITAL

HAP SENG GROUP

HEIDELBERG

HENRY BUTCHER

HILTON HOTELS

HONDA MALAYSIA

IKEA

IMONEY

JOHNSON CONTROLS

L'ORÉAL

LEXUS MALAYSIA

MANULIFE

MERCEDES-BENZ

NTT DOCOMO

PAYPAL

PFIZER

WATSONS

BMW