Interview with CBC Tech’s Ricky Chau on customer experience, SASE and future networking trends

• CBC Tech is setting new industry benchmarks with record-breaking Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings, reaffirming its commitment to customer experience
• As a qualified Managed Security Service Provider (MSSP) Partner of Zscaler, CBC Tech is expanding its managed services across APAC, with a strategic focus on China.
• A certified Managed Service Provider (MSP) with HPE Aruba Networking, CBC Tech delivers fully managed HPE Aruba EdgeConnect SD-WAN services, seamlessly integrated into its eNet fabric.
• Six key networking trends drive enterprise transformation, including cloud migration, SASE adoption, wireless connectivity, and API-driven automation.

As enterprises fast-track their digital transformation, the demand for agile, secure, and high-performance networking has never been greater. In this exclusive interview, Ricky Chau—Chief Strategy & Customer Officer at CBC Tech, Advisory Board Member at the Pacific Telecommunications Council (PTC), and Entrepreneur Committee Advisory Group Member at Cyberport Hong Kong—unpacks CBC Tech’s record-breaking customer satisfaction, strategic alliance, competitive advantage, and six key trends shaping enterprise networking. From SD-WAN fabrics and SASE adoption to the surge in cloud-based workloads, CBC Tech is leading the charge in delivering seamless, compliant, and future-proof network solutions for global enterprises.

CBC Tech achieving record-breaking CX metrics

Question 1: CBC Tech recently achieved record-breaking customer experience metrics in Net Promoter Score (NPS) and Customer Satisfaction (CSAT). What has been the key to building such strong customer relationships, and how do you continue to raise the bar?

Ricky Chau: At CBC Tech, customer centricity isn’t just a value – it’s our core value. We don’t just deliver products or services or solutions; we prioritize the entire customer experience, ensuring that every team member – not just those in customer-facing roles – plays a role in shaping it every day.

At CBC Tech, customer centricity isn’t just a value – it’s our core value.

Ricky Chau, Chief Strategy & Customer Officer at CBC Tech

To make customer experience measurable and actionable, we introduced key satisfaction metrics three years ago. Net Promoter Score (NPS) gauges customer loyalty, while Customer Satisfaction (CSAT) evaluates performance across sales, service delivery, and product quality. Additionally, Customer Effort Score (CES) helps us assess how easy it is for customers to interact with our services.

Our latest survey, completed in December 2024, revealed record-breaking improvements in all three metrics. But beyond the numbers, what truly matters is customer feedback – understanding how well we meet their needs and where we can improve. That’s why we continuously invest in training across the company—not just to provide good service, but to delight customers at every touchpoint.

Looking ahead, digital engagement is a top priority. Customers increasingly seek self-service options and seamless digital interactions, and we’re responding with a new customer portal launching in 2025, providing enhanced visibility and control over our services. In addition, we’re developing API integrations to enable effortless, real-time connectivity between our platform and our customers’ systems – ensuring a frictionless, digitally-driven customer experience.

Also read: AT&T unveils customer service guarantee to lead industry

Strategic partnership with Zscaler and HPE Aruba Networking

Question 2: CBC Tech recently announced its designation as a Managed Security Service Provider (MSSP) for Zscaler and HPE Aruba Networking. How will this strategic collaboration drive digital transformation for enterprises across APAC and beyond?

Ricky Chau: At CBC Tech, we position ourselves as a next-generation Network-as-a-Service (NaaS) provider, delivering managed SD-WAN and Secure Access Service Edge (SASE) solutions. However, driving digital transformation requires strong technology partnerships—and Zscaler is a key part of our strategy. We are proud to be Zscaler’s first Managed Security Service Provider (MSSP) in China, enabling us to deliver Zero-Trust Network Access (ZTNA) solutions that seamlessly integrate with our SD-WAN and SASE offerings. With Zscaler, we help enterprises adopt zero-trust security, scalable access, and a secure digital transformation journey.

Another critical partnership is with HPE Aruba, where we are honored to be HPE Aruba’s first Managed Service Provider (MSP) in China. This collaboration further strengthens our ability to provide flexible, high-performance networking solutions as part of our broader ecosystem spanning cybersecurity, cloud, and multi-cloud connectivity.

Every enterprise has unique technology preferences and operational needs. While we initially developed our own SD-WAN platforms, we quickly realized that flexibility is key. Today, through our multi-technology approach, we empower customers to customize their networking infrastructure, ensuring secure, scalable, and future-ready connectivity that aligns with their business objectives.

Also read: Private cellular networks set for explosive growth

Also read: Gold Sunshine Networks: Powering secure, AI-driven IT infrastructure in Greater China – Interview with Senior VP Rickey Wang

SA-WAN fabrics: Standing out in a multi-cloud world

Question 3: CBC Tech places a strong emphasis on SD-WAN fabrics. What sets them apart, and how do they help businesses stay connected and secure in today’s multi-cloud environment?

Ricky Chau: Enterprise applications have rapidly evolved from on-premises deployments to cloud-based and software-as-a-service (SaaS) models. As a result, legacy private networks are no longer viable, as they lack the agility and optimization needed for today’s cloud-centric environment.

This shift has made SD-WAN the dominant technology for modern enterprise networking. As a software-defined solution, SD-WAN dynamically optimizes network traffic, ensuring high performance, reliability, and flexibility. It supports multiple connectivity options—including private lines, broadband internet, and hybrid models—allowing enterprises to build resilient, scalable networks. Additionally, SD-WAN enables seamless connectivity between enterprise locations and cloud-based workloads, ensuring fast, efficient access to critical applications from anywhere.

CBC Tech’s unique integration of underlay and overlay networks sets us apart, providing enterprises with a fully integrated, end-to-end solution for seamless and secure multi-cloud connectivity.

Ricky Chau, Chief Strategy & Customer Officer at CBC Tech

What sets CBC Tech apart is our ability to integrate both the underlay (network infrastructure) and the overlay (SD-WAN and SASE). Most SD-WAN providers focus on software but lack direct control over network infrastructure, while many network providers own networks but rely on third-party SD-WAN solutions. CBC Tech bridges this gap by combining proprietary SD-WAN and SASE services with our network infrastructure, delivering a fully integrated, end-to-end solution. Meanwhile, our strong partner ecosystem allows us to incorporate third-party technologies where needed, ensuring flexible, high-performance solutions tailored to enterprise needs.

Also read: Microsoft and DE-CIX partner to boost cloud connectivity

6 future trends in networking and digital transformation

Question 4: As a next-generation NaaS provider, what trends and technologies do you see shaping the future of enterprise networking and digital transformation? How is CBC Tech preparing for these changes?

Ricky Chau: Several transformative trends are redefining enterprise networking, driving the need for more agile, secure, and intelligent solutions:

1. Cloud-Driven Workload Migration – Enterprises are rapidly shifting from on-premises infrastructure to cloud-based applications and SaaS solutions, demanding next-generation networks optimized for scalability, security, and performance.
2. Internet as a Connectivity Backbone – Organizations are moving beyond traditional private networks, increasingly leveraging the Internet for enterprise connectivity. While this enhances accessibility and cost efficiency, it also introduces security challenges, making integrated cybersecurity solutions essential.
3. The Rise of SASE (Secure Access Service Edge) – As defined by Gartner, SASE combines networking (SD-WAN) and security (Secure Service Edge, or SSE) into a single framework. CBC Tech delivers fully managed SASE services, ensuring seamless connectivity with enterprise-grade security to support digital transformation.
4. Wireless & LEO Satellite Connectivity – Enterprise networks have traditionally relied on fixed-line connections such as broadband and private networks. However, demand for wireless alternatives is surging, with LEO (Low Earth Orbit) satellite solutions, like Starlink, unlocking new connectivity opportunities in remote and underserved locations.
5. AI-Driven Application Performance Optimization – Enterprises are shifting from merely acquiring network access to intelligently optimizing application performance. With AI-powered network analytics, enterprises can prioritize mission-critical applications, dynamically allocate bandwidth, and enhance user experience.
6. Automation, AI, and API-Driven Digital Engagement – Enterprises increasingly demand self-service, automation, and real-time control over their networks. Through AI-enhanced network intelligence and API-driven integrations.

As these trends reshape enterprise networking, CBC Tech remains at the forefront of innovation, delivering secure, intelligent, and future-ready solutions that enable seamless digital transformation.

Also read: AI, 5G, and cybersecurity to dominate telecom trends in 2025

About CBC Tech

CBC Tech is a next-gen Network-as-a-Service (NaaS) provider, offering patented SD-WAN fabrics across 80 cities in China and internationally. CBC Tech enables cloud-native network and security for enterprises over their SD-WAN fabrics, integrated with IP backbones, mobile access, network appliances, multi-cloud connects, and cloud-based security to deliver superior application performance with an excellent customer experience.