Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
17 June 2026 | Main Conference Day 1
The CX Business Imperative
8:15 am - 9:00 am
Morning Refreshments & Registration
9:00 am - 9:05 am
Welcome Address from CX Asia Week
9:05 am - 9:10 am
Opening Remarks from the Chair
Melody Lim -
Head of Customer Experience,
Aboitiz Power
9:10 am - 9:40 am
Opening Panel Discussion | Asia’s CX Landscape in Transition: Competing on Trust, Talent and Technology
Nikolaus Ong -
Chief Operations Officer (COMO Group),
Comoclub
Helen Ng - Chief Executive Officer, General Storage Company (Lock+Store)
Catherine Santamaria - Chief Customer and Marketing Officer, Bank of the Philippine Islands (BPI)
Caroline Leong - Chief Customer Officer, TEEG
Manpreet Singh - Managing Director, Head, Group Customer Experience Management, CIMB Group
• Examining how CX transformation is evolving from technology enablement to enterprise-wide accountability
Catherine Santamaria
Chief Customer and Marketing OfficerBank of the Philippine Islands (BPI)
9:40 am - 10:10 am
From Cost Centre to Growth Engine: GenAI in the Contact Centre
Andrew Kollmorgen -
Director Field Architecture,
Liveperson
In this fireside chat, Andrew Kollmorgen, Director of Field Architecture, LivePerson APJ, explores how organizations can move beyond AI hype to design customer experiences that deliver measurable ROI. He'll share how leading teams identify "hero intents," create a digital front door, and orchestrate AI agents that work alongside human advisors to deliver faster, more personalized support.
The session will also cover practical approaches to AI governance, safety, and delivery assurance, providing a clear playbook for scaling Generative AI successfully in the contact centre and unlocking its true impact on CX.
10:10 am - 10:40 am
Opening Keynote | From Vision to Execution: Operationalising Customer Experience Transformation at the Bank of the Philippine Islands (BPI)
Catherine Santamaria -
Chief Customer and Marketing Officer,
Bank of the Philippine Islands (BPI)
Exploring how BPI is embedding customer experience as a core strategic capability across the enterprise.
Catherine Santamaria
Chief Customer and Marketing OfficerBank of the Philippine Islands (BPI)
10:40 am - 11:10 am
He Said, She Said -- A Battle of the Stakeholders
Nicholas Kontopoulos -
Vice President of Marketing, Asia Pacific & Japan,
Twilio
There’s never just one side to a story. In this keynote, Nicholas Kontopoulos, VP of Marketing, Twilio APJ, explores how companies see their business versus how their customers see it. Let’s break down how customers, leaders, customer service agents, and marketing teams are approaching business today and examine the role technology has played in getting us to this point.
11:10 am - 11:30 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
11:30 am - 12:00 pm
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Creating Personalised Journeys with AI
Creating Personalised Journeys with AI
12:00 pm - 12:30 pm The Hollow Organisation and the Future of Personalised Customer Journeys Damien Cummings - Chief of AI Strategy & Organisational Transformation, NUS-ISSAs organisations accelerate AI adoption to personalise experiences at scale, many are celebrating transformation metrics that look impressive on paper. But beneath the surface, a quieter risk is emerging.This session introduces the concept of the "Hollow Organisation" - a structural fragility that can undermine long-term customer experience, even as short-term results improve.
- Examining how AI-driven personalisation can unintentionally weaken internal capability when automation replaces judgement instead of augmenting it
- Identifying early warning signs that customer journeys are becoming algorithmically efficient but strategically shallo
- Exploring how to design AI-enabled journeys that strengthen human capability rather than displace it
- Providing a practical diagnostic lens for CX and digital leaders to assess whether their transformation efforts are building resilience or hollowing out the organisation
Creating Personalised Journeys with AI
12:30 pm - 1:00 pm Case Study | How Circles is Reinventing Customer Experience across Telco Brands Riana Ramahandridona - Vice President and General Manager of Global Customer Success, Circles- Redesigning customer journeys across multiple markets to address evolving expectations around speed, simplicity, and digital engagement
- Identifying common friction points across telco experiences and implementing targeted improvements at scale
- Balancing localisation with consistency when transforming CX across different markets and customer segments
- Demonstrating measurable impact through improvements in acquisition, engagement, retention, and customer satisfaction
- Shifting telco mindsets from transactional service delivery to experience-led engagement, where CX becomes a key driver of growth and differentiation
Creating Personalised Journeys with AI
1:00 pm - 2:10 pm Lunch & Networking BreakTake a break and use this time to network with your fellow industry peers!
Creating Personalised Journeys with AI
2:10 pm - 3:50 pm Roundtable A | Bringing Journey Maps to Life through Real-Time DataCreating Personalised Journeys with AI
2:10 pm - 3:50 pm Roundtable B Designing for Trust in Essential Customer Journeys Abdul Hadi bin Hashim - Lead Customer Acquisition & Relationship Management, Tenaga Nasional Berhad
Abdul Hadi bin Hashim
Lead Customer Acquisition & Relationship ManagementTenaga Nasional Berhad
Creating Personalised Journeys with AI
2:10 pm - 3:50 pm Roundtable C | Introduction to AI Agents (sponsored by Thematic) Divya Menon - APAC Enterprise Lead, Thematic
Transforming Contact Centre Operations for Seamless Customer Journeys
Transforming Contact Centre Operations for Seamless Customer Journeys
12:00 pm - 12:30 pm Case Study | Redefining CX Beyond Service & Support through AI that Customers Love Philip Joseph - Senior Vice President - Group Customer Experience, Indosat Ooredoo HutchisonA real-world telco case study on how AI, when embedded into the network, moves beyond security to become a powerful driver of trust, engagement, and measurable customer service outcomes.
- How Proactive AI Protection Is Redefining Trust and Customer Service in Telecom
- Turning Scam Prevention into Customer Love at Network Scale
- From Fraud Defense to Experience Differentiation
Transforming Contact Centre Operations for Seamless Customer Journeys
12:30 pm - 1:00 pm Removing the Friction Behind the Scenes to Deliver Seamless Customer Journeys- Identifying where journeys break down across channels, teams and systems — and why customers feel the impact
- Redesigning routing, ownership and escalation models to ensure continuity from first contact to resolution
- Equipping frontline teams with the context and authority needed to resolve issues without repeat contact
- Measuring success through reduced effort, fewer handoffs, higher first-contact resolution and improved customer satisfaction
Transforming Contact Centre Operations for Seamless Customer Journeys
1:00 pm - 2:10 pm Lunch & Networking BreakTake a break and use this time to network with your fellow industry peers!
Transforming Contact Centre Operations for Seamless Customer Journeys
2:10 pm - 3:50 pm Roundtable A | Future Contact Centres Aleksei Shuravin - Head of Customer Service, Salmon Group
Transforming Contact Centre Operations for Seamless Customer Journeys
2:10 pm - 3:50 pm Roundtable B | Utilising Voice AI to Improve Customer ExperienceTransforming Contact Centre Operations for Seamless Customer Journeys
2:10 pm - 3:50 pm Roundtable C | Keeping the Customer at the Centre of AutomationOrchestrating Seamless, Trust-Building Journeys that Convert and Retain
Orchestrating Seamless, Trust-Building Journeys that Convert and Retain
12:00 pm - 12:30 pm Opening CMO Panel Aseem Puri - CEO Beauty Well Being Greater Asia & Unilever Thailand, Unilever InternationalIain Twine - Chief Marketing & Communications Officer, DALI Everyday Grocery
Nadiya Omar - Brand Ambassador, We Love MarTech
• Exploring how CMOs are aligning brand, product, digital and service functions to create cohesive journeys that convert and retain
• Leveraging customer insight, AI and cross-functional collaboration to move from influence to tangible commercial impact
• Connecting brand promise with operational delivery to strengthen trust, accountability and long-term customer value
Orchestrating Seamless, Trust-Building Journeys that Convert and Retain
12:30 pm - 1:00 pm Opening Keynote | Setting the Stage for Impact: Unifying Insight, Innovation and Experience in a Customer-Defined Era Aseem Puri - CEO Beauty Well Being Greater Asia & Unilever Thailand, Unilever International• Examining how rapidly shifting consumer expectations are redefining the relationship between marketing, digital and customer experience
• Demonstrating how organisations can turn data into insight and insight into outcomes through integrated decision-making and real-time responsiveness
• Establishing the capabilities, leadership behaviours and operating models required to deliver measurable impact across the end-to-end journey
Orchestrating Seamless, Trust-Building Journeys that Convert and Retain
1:00 pm - 2:10 pm Networking BreakOrchestrating Seamless, Trust-Building Journeys that Convert and Retain
2:10 pm - 2:40 pm From Campaigns to Culture: How to use Creators, Communities and AI to Power Social First Marketing Shalini Seneviratne - Marketing Director of Baby and Child Care, Kimberly-Clark- Exploring how AI is accelerating social first marketing and how that enables brands to be embedded in culture
- How to use AI to decode social signals in real time, identify emerging cultural moments and respond with relevance at speed
- Understanding how to leverage creators and culture the entire marketing funnel to drive business impact
Orchestrating Seamless, Trust-Building Journeys that Convert and Retain
2:40 pm - 3:10 pm Designing Seamless, Revenue-Driving Experiences Across the End-to-End Travel Journey Esther Tan - Global Director of Marketing and E-Commerce, Plaza Premium Group• Connecting marketing, e-commerce and on-ground service to deliver a consistent experience from pre-trip planning through post-travel engagement
Orchestrating Seamless, Trust-Building Journeys that Convert and Retain
3:10 pm - 3:50 pm Panel Discussion | Designing End-to-End Journeys That Remove Friction and Increase Conversion Across Channels Esther Tan - Global Director of Marketing and E-Commerce, Plaza Premium GroupMason Tay - Director, Global Markets Growth, TripAdvisor
Sok Hoon Koo - Director of Marketing, Shangri La Hotel Singapore
Benjamin Choo - Head of Channel Marketing, Moomoo SG
- Mapping behavioural drop-off points that impede progression across digital and physical touchpoints
- Streamlining steps using automation, clearer messaging and optimised UX flows
- Collaborating with product, CX and service teams to ensure journey continuity
- Measuring conversion uplift to prove the value of friction reduction across segments
Turning Insight into Action: How Data and AI Are Shaping Better Customer Outcomes
Turning Insight into Action: How Data and AI Are Shaping Better Customer Outcomes
3:50 pm - 4:20 pm Afternoon Break & RefreshmentsTake a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Turning Insight into Action: How Data and AI Are Shaping Better Customer Outcomes
4:20 pm - 4:50 pm Case Study | From Metrics to Meaning: How DBS Is Using Data to Prove and Improve CX Impact Ng Yan Chao - IBG Group Head Customer Experience, DBS BankDBS Bank is redefining how customer experience is measured and managed by moving beyond isolated metrics toward a data-driven model that links experience performance directly to business outcomes. This session explores how DBS is using customer, journey, and operational data to prioritise what matters most, guide decision-making, and deliver measurable CX impact at scale.
• Building an integrated CX measurement framework that connects customer signals with operational and commercial outcomes
• Using journey-level data to identify critical pain points and focus improvement efforts where they will deliver the greatest impact
• Applying advanced analytics and GenAI to translate insight into clearer priorities, faster decisions, and more effective CX interventions
• Shifting CX measurement from static reporting to an active decision-support tool that drives continuous improvement
Ng Yan Chao
IBG Group Head Customer ExperienceDBS Bank
Turning Insight into Action: How Data and AI Are Shaping Better Customer Outcomes
4:50 pm - 5:20 pm Case Study | Connecting People, Platforms and Purpose: How General Storage Built a Human-Centred Messaging Experience Helen Ng - Chief Executive Officer, General Storage Company (Lock+Store)Exploring how General Storage transformed customer communication through its AI-powered omnichannel platform, uniting automation and empathy.
• Creating frictionless messaging experiences that balance efficiency and human warmth
• Using conversational AI to scale responsiveness without losing brand voice
• Empowering teams to deliver faster, more personalised support
• Demonstrating measurable gains in customer satisfaction and retention
Turning Insight into Action: How Data and AI Are Shaping Better Customer Outcomes
5:20 pm - 5:30 pm Closing Remarks from the Chair and End of Day One Melody Lim - Head of Customer Experience, Aboitiz PowerOperationalising AI-Driven Marketing to Deliver Measurable Performance
Operationalising AI-Driven Marketing to Deliver Measurable Performance
3:50 pm - 4:20 pm Afternoon Break & RefreshmentsOperationalising AI-Driven Marketing to Deliver Measurable Performance
4:20 pm - 4:50 pm Panel discussion | Accelerating Creative Execution and Iteration Using GenAI Without Compromising Brand Trust Andrew Hill - Snr Dir Digital, Coca-ColaJacky Mak - Brand Marketing Director, yuu Rewards Club
Sambashiva Srisailapathy - Regional Head Enterprise Portfolio FMCG, Grab
Nadiya Omar - Brand Ambassador, We Love MarTech
• Generating campaign variations aligned to brand guidelines and audience-specific formats
Operationalising AI-Driven Marketing to Deliver Measurable Performance
4:50 pm - 5:20 pm Operationalising AI to Drive Marketing Performance Across the Entire Customer Lifecycle Razvan Paraschiv - Head of Marketing Systems & Operations, Airwallex- Integrating AI models into existing workflows to accelerate decision-making and reduce manual processes
- Linking AI outputs directly to commercial KPIs such as conversion, revenue and cost efficiency
- Ensuring responsible data governance to build internal confidence and customer trust
- Testing predictive models in controlled environments before scaling organisation-wide
Operationalising AI-Driven Marketing to Deliver Measurable Performance
5:20 pm - 5:30 pm Closing Remarks from the Chair and End of Day One Nadiya Omar - Brand Ambassador, We Love MarTechCX Awards 2026
6:30 pm - 10:30 pm
CX Awards Networking Dinner
Celebrate CX excellence with an evening of networking, recognition and connection alongside the region's leading customer experience professionals.
