Lolitta Suffian

Vice President, Group Customer Experience

TM Technology Services

 Lolitta Suffian is a creative force in the world of customer experience, bringing over 20 years of Lolitta Suffian is a creative force in the world of customer experience, bringing over 20 years of leadership across industries; from fintech to logistics, mobility to telecommunications. Currently the Group Head of Customer Experience at Telekom Malaysia (TM), she is known for reshaping complex customer journeys into seamless, human-centred experiences, anchored in empathy and powered by technology.

With roots in the creative arts, Lita’s approach to CX is anything but conventional. Her early training in visual storytelling and design sharpened her ability to see patterns where others see problems, and possibilities where others see limits. That creative lens still guides her today, helping her craft intuitive experiences that feel personal, even in a digital world.

At TM, she drives the transformation of customer touchpoints across the ecosystem, ensuring every interaction is effortless, efficient, and emotionally resonant. Her leadership has not only boosted satisfaction and loyalty but also helped embed customer-centricity deep into the company culture. She is a vocal advocate for using automation and AI responsibly, enhancing customer insights without losing the human connection.

Lita continues to lead progress in customer experience by blending data, design thinking and practical empathy. She believes that true customer-centricity goes beyond technology or process; it begins with understanding people and designing around their needs.