• Examining how CX transformation is evolving from technology enablement to enterprise-wide accountability

Nikolaus Ong

Chief Operations Officer (COMO Group)
Comoclub

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Helen Ng

Chief Executive Officer
General Storage Company (Lock+Store)

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Catherine Santamaria

Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)

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Caroline Leong

Chief Customer Officer
TEEG

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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group

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• 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

Aseem Puri

Digital Chief Executive Officer
Unilever International

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Anthony Guanzon

Head of Integrated Marketing and Communications Department
Malayan Insurance Co Inc

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Iain Twine

Chief Marketing & Communications Officer
DALI Everyday Grocery

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Exploring how BPI is embedding customer experience as a core strategic capability across the enterprise.

Catherine Santamaria

Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)

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• 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

Aseem Puri

Digital Chief Executive Officer
Unilever International

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As 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 

Damien Cummings

Chief of Digital Strategy and Leadership Practice
NUS-ISS

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• Using customer, behavioural and journey data to personalise experiences around real needs and moments that matter
• Applying AI to adapt journeys in real time while maintaining transparency, choice and customer trust
• Designing personalisation strategies that respect privacy expectations and avoid over-personalisation
• Measuring success through relevance, engagement, loyalty and long-term customer value 

Riana Ramahandridona

Vice President and General Manager of Global Customer Success
Circles

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Take a break and use this time to network with your fellow industry peers!

A 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 

Philip Joseph

Senior Vice President - Group Customer Experience
Indosat Ooredoo

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• 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 

Take a break and use this time to network with your fellow industry peers!

• Identifying the highest-value signals that indicate propensity, intent or churn risk
• Designing predictive models that directly support acquisition efficiency and retention outcomes
• Refining activation strategies based on model accuracy, bias detection and performance feedback loops
• Prioritising spend towards audiences with the highest likelihood of conversion or long-term value 

• How StarHub utilizes data to create a frictionless journey from discovery to subscription across mobile, broadband, and entertainment
• Mastering strategies for cross-selling and upselling within a diverse ecosystem to drive higher ARPU and long-term customer stickiness.
• Leveraging AI and real-time analytics to deliver hyper-personalized digital experiences that reduce churn in a hyper-competitive market.
• Utilising content as a part of digital marketing to turn premium content partnerships into powerful drivers for brand preference and loyalty. 

Julien Dahmoun

Head of Digital Marketing
Starhub

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• 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 where AI‑driven social execution can break down, and how brands can avoid cultural missteps as they scale speed and automation 

Shalini Seneviratne

Marketing Director of Baby and Child Care
Kimberly-Clark

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• Connecting marketing, e-commerce and on-ground service to deliver a consistent experience from pre-trip planning through post-travel engagement

Esther Tan

Global Director of Marketing and E-Commerce
Plaza Premium Group

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• 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 

Esther Tan

Global Director of Marketing and E-Commerce
Plaza Premium Group

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Mason Tay

Global Director, Markets Growth
TripAdvisor

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Sok Hoon Koo

Director of Marketing
Shangri La Hotel Singapore

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Shalini Seneviratne

Marketing Director of Baby and Child Care
Kimberly-Clark

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Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

DBS 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

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

Helen Ng

Chief Executive Officer
General Storage Company (Lock+Store)

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• Identifying the most compelling metrics and insights for cross-functional leaders
• Linking service data to business outcomes like churn, loyalty and sales
• Telling the story behind the numbers - and getting buy-in from senior stakeholders
• Using insight to elevate the contact centre’s strategic value  

Aleksei Shuravin

Head of Customer Service
Salmon Group

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Exploring how shifts in customer behaviour and frontline team models are reshaping expectations for connection, flexibility and trust across service interactions.

• Understanding the new dynamics of trust, channel preferences and responsiveness in customer journeys
• Balancing digital convenience with human touch in complex or high-stakes interactions
• Equipping service teams with the right tools, autonomy and metrics to thrive in hybrid models 

Jane Carlos

CCXO
Komunidad

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• Generating campaign variations aligned to brand guidelines and audience-specific formats

Andrew Hill

Snr Dir Digital
Coca-Cola

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Jacky Mak

Brand Marketing Director
yuu Rewards Club

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• 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

Razvan Paraschiv

Head of Marketing Systems & Operations
Airwallex

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