Companies
Interview with CBC Tech’s Ricky Chau on customer experience, SASE and future networking trends
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), …
Headline
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…
Context
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. Q uestion 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?
Evidence
Pending intelligence enrichment.
Analysis
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. 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.
Key Points
- 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.
Actions
Pending intelligence enrichment.
