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
9:10 am - 9:40 am
Opening Panel Discussion | Asia’s CX Landscape in Transition: Competing on Trust, Talent and Technology
Sebastien Boisseau -
Regional Digital Customer Engagement, Innovation, Business Transformation,
Menarini Asia-Pacific
Nikolaus Ong - Chief Digital Officer, Comoclub
Helen Ng - Chief Executive Officer, General Storage Company (Lock+Store)
Catherine Santamaria - Chief Customer and Marketing Officer, Bank of the Philllipine Islands (BPI)
Caroline Leong - Chief Customer Officer, TEEG
• Examining how CX transformation is evolving from technology enablement to enterprise-wide accountability
Sebastien Boisseau
Regional Digital Customer Engagement, Innovation, Business TransformationMenarini Asia-Pacific
Catherine Santamaria
Chief Customer and Marketing OfficerBank of the Philllipine Islands (BPI)
9:40 am - 10:10 am
Driving Digital-First Customer Interactions (Delivered by LivePerson)
10:10 am - 10:30 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 Philllipine 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 Philllipine Islands (BPI)
10:30 am - 11:00 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.
11:00 am - 11:20 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.
11:20 am - 11:50 am
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
11:50 am - 12:20 pm Turning Journey Mapping into a Catalyst for Experience Innovation• Reframing customer journey mapping as a dynamic tool for prioritising experience impact rather than a one-off visual exercise
• Integrating operational, digital, and emotional data to uncover friction points that truly influence customer decisions and loyalty
• Linking journey insights to measurable business outcomes through real-time analytics and closed-loop improvement
• Demonstrating how leading organisations are simplifying complex service journeys into intuitive, human-centric experiences
Creating Personalised Journeys with AI
12:20 pm - 12:50 pm Designing Personalised Customer Journeys with AI That Feel Relevant, Not Intrusive- 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
Creating Personalised Journeys with AI
10:00 am - 10:30 am Case Study | Transforming Global Customer Engagement Through Experience-Led Innovation at Nestlé Health Science Ben Wu - Global Customer Engagement Lead, Nestlé• Building an integrated engagement framework connecting marketing, digital and service channels
• Embedding data-driven personalisation to enhance relevance and loyalty
• Driving consistency and agility across global and local markets
• Measuring the commercial and behavioural impact of engagement innovation
Creating Personalised Journeys with AI
1:20 pm - 2:20 pm Lunch & Networking BreakTake a break and use this time to network with your fellow industry peers!
Creating Personalised Journeys with AI
2:20 pm - 4:00 pm Roundtable A | Bringing Journey Maps to Life through Real-Time DataCreating Personalised Journeys with AI
2:20 pm - 4:00 pm Roundtable B Reimagining CX in Retail and Consumer Goods IndustriesCreating Personalised Journeys with AI
2:20 pm - 4:00 pm Roundtable C | Introduction to AI Agents (sponsored by Thematic)Transforming Contact Centre Operations for Seamless Customer Journeys
11:50 am - 12:20 pm Case Study | Redefining CX Beyond Service & Support through AI that Customers Love Philip Joseph - Senior Vice President - Group Customer Experience, Indosat OoredooA 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
12:20 pm - 12:50 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
12:50 pm - 1:20 pm Case Study | Designing Frictionless Digital Journeys for the Omnichannel Customer at Singtel Cindy Tan - Head, Digital Channels Experience, SingtelExploring how Singtel is transforming its digital ecosystem to deliver connected, intuitive and responsive experiences across channels
Transforming Contact Centre Operations for Seamless Customer Journeys
1:20 pm - 2:20 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
2:20 pm - 4:00 pm Roundtable A | Future Contact CentresTransforming Contact Centre Operations for Seamless Customer Journeys
2:20 pm - 4:00 pm Roundtable B | Utilising Voice AI to Improve Customer ExperienceTransforming Contact Centre Operations for Seamless Customer Journeys
2:20 pm - 4:00 pm Roundtable C | Keeping the Customer at the Centre of AutomationDesigning Seamless, Predictive & Ethical Customer Journeys in the Age of Intelligent Automation
Designing Seamless, Predictive & Ethical Customer Journeys in the Age of Intelligent Automation
4:00 pm - 4:30 pm Afternoon Break & RefreshmentsTake a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Designing Seamless, Predictive & Ethical Customer Journeys in the Age of Intelligent Automation
4:30 pm - 5:00 pm Case Study | From Metrics to Meaning: How DBS Is Using Data to Prove and Improve CX Impact Ng Yan Chao - Regional Head of Customer Experience IBG, 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
Regional Head of Customer Experience IBGDBS Bank
Designing Seamless, Predictive & Ethical Customer Journeys in the Age of Intelligent Automation
4:50 pm - 5:30 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
Designing Seamless, Predictive & Ethical Customer Journeys in the Age of Intelligent Automation
5:00 pm - 5:00 pm Closing Remarks from the Chair and End of Day One- 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
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
