Holden Lai

Examiner
DISC Type : cs

Head of Innovation and CX, AFG Securities at AFG

Greater Perth Area, Australia

Overview

Holden Lai serves as the Head of Innovation and Customer Experience at AFG Securities, where he leads digital transformation and the development of broker-focused technology. Educated at Curtin University with a Bachelor of Engineering, his expertise lies in project management and leveraging data to enhance service personalization.

He is an active participant in the IT leadership community, sharing his insights on business transformation and customer experience at industry summits. Holden expresses great pride in his teams work and enjoys showcasing their developments at company events.

He has been a featured speaker at financial services conferences, sharing AFGs journey in digital innovation.

Personality Overview

Tough To Convince

Late Adopter

Overcautious

They tend to have clarity about their needs and constraints, and are unlikely to over-promise.  They do not like taking risks at all and go for proven options in the end. The only way to convince them is by showing them examples and ample proof.

Topics They Care About

Customer Experience
His current role and recent speaking engagements focus on enhancing CX, particularly for brokers, through technology and personalization.
Digital Transformation
He leads AFG's digital strategy and has shared insights on their business transformation journey at various leadership events.
Broker Technology
His work involves developing innovative platforms specifically for brokers, aiming to improve their tools and efficiency, as mentioned at #AFGnext19.

Media Appearances

Holden has no verified media appearances

Work History

3-2020
Head of Innovation and CX, AFG Securities at AFG
7-2017 - 9-2020
Head of IT Strategy and Architecture at AFG
5-2003 - 7-2017
IT Manager - Sales at AFG
1-2002 - 4-2003
Senior Consultant at Kilarney
1-1999 - 10-2001
Senior Consultant at Cap Gemini Ernst & Young

Education

2000 - 2002
Post Grad Dip from Murdoch University
1995 - 1998
B. Eng. from Curtin University

More Information

Social Presence :

Prographics :

Exp : 26 Location : Greater Perth Area, Australia Job Level : Mid-senior Designation : Head of Innovation and CX, AFG Securities at AFG
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Insights For Selling To Holden

During A Call Or A Meeting

DO's

  • First of all, focus on building their confidence by sharing examples, case studies etc.
  • Be firm in your communication and stay in control
  • Expect them to be vague in response to your questions, ask firmly and pointedly

DONT's

  • Don't be very accepting if that is your natural style, stay firm
  • Don't rely on relationship building even if they act pleasantly
  • Don't use phrases like 'do not worry', 'i promise' etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Holden is

  • Adoption by others is very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Holden

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Holden move?

  • They don't like to hasten, so their speed of decision-making may be slow.
  • Can Holden take some risk or not?

  • They have little willingness to take risks, and prefer making calculated decisions.

You And Holden

Personality Compatibility


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