18 June 2025 | Main Conference Day 1

CX Asia Week 2025 Opening

8:15 am - 8:50 am Registration Opens

8:50 am - 8:55 am Welcome Address by CX Asia Week

8:55 am - 9:00 am Opening Remarks by Chairperson

Reeta McGinn - Omnichannel Experience Director APAC, Aesop
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Reeta McGinn

Omnichannel Experience Director APAC
Aesop

The $2 Trillion Opportunity: Decoding Asia's Unique CX Evolution in 2025

9:00 am - 9:00 am Case Study: Seamless Patient Experience with Cutting-Edge Technology from Awards-Winning Organisation Bumrungrad International Hospital

Teeraphol Ambhai - Head of Search Experience - Martech, Bumrungrad International Hospital

The leading hospital sweeped 11 awards at the industry-leading CX Asia Excellence Awards 2024 – and in this session, we dive deep into the unique ecosystem within the organisation and how they have emerged as one of the bests.

• MarTech Ecosystem Integration

• Mobile First Approach

• Data-Driven Insight

• Employee is a Key


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Teeraphol Ambhai

Head of Search Experience - Martech
Bumrungrad International Hospital

9:30 am - 10:00 am Industry Thought Leadership

Reserved for Foundation Event Partner

CX remains one of the key differentiating factors in elevating an organisation’s competitive advantage, and this is further highlighted with the market projected to reach over USD$7-billion by 2028. This fast pace of growth (over 18%!) demonstrates the strong belief and continuous investments into this function as a foundation for global success.

• The Digital-First Reality: How Asia's hyper-connected consumers are reshaping CX standards and expectations.

• Growth Champions: Success patterns from the region's most innovative customer experience transformations.

• Tomorrow's Playbook: Building resilient CX strategies in volatile markets.

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Manpreet Singh

Managing Director, Head, Group Customer Experience Management
CIMB Group

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Venkatesh Bhardwaj

Chief Technology Officer – Customer Experience
MakeMyTrip

10:40 am - 11:00 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.

11:00 am - 11:40 am Morning Break & Refreshments

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

Navigate the smart adoption of technology to enhance crucial customer experiences without losing the vital human touch that builds trust and long-term relationships during economic hardship.

The Balancing Act: Strategic Tech for Essential CX - Human Connection Still Key

• The Numbers Game: What's actually driving ROI in customer experience automation.

• The Customer Verdict: Fresh insights on where AI is enhancing vs damaging customer relationships - and what this means for your 2025 strategy.

• The Implementation Gap: Why most AI projects in customer experience fail to deliver - and how leading brands are avoiding these common pitfalls. 

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Anjali Kalia

Assistant Vice President – Digital Excellence
IHH Healthcare

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Yohanes Paulus Bisma

Digital Product Manager, Global Digital Customer Experience
Lenzing Group

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Milind G

Principal AI Scientist
Mercedez Benz

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Pascal Gerard Daniel

Head of Customer Success, APAC & Japan
Nokia

12:20 pm - 12:50 pm Industry Thought Leadership


• The Breaking Point: Critical moments when digital solutions fall short - and how to seamlessly transition to human intervention.

• The Empowerment Factor: Equipping frontline teams with the right tools and authority to resolve complex issues technology can't handle.

• The Integration Blueprint: Creating seamless handoffs between automated systems and human teams that actually enhance customer satisfaction.

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Jue Lu

Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation Group
Singapore Tourism Board

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Teeraphol Ambhai

Head of Search Experience - Martech
Bumrungrad International Hospital

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Jiahao Yee

SEA Customer Journey Partner
CX Asia

1:20 pm - 2:30 pm Lunch & Networking Break

Interactive Discussion Groups (2 rounds of 50-minutes)

Strategy & Leadership

2:10 pm - 3:30 pm Roundtable A - Stories Matter: Leveraging Customer Narratives for Deeper Connections

Strategy & Leadership

2:10 pm - 3:30 pm Roundtable B - Next-Gen CX Leadership: Building Teams for the AI Era

Strategy & Leadership

2:10 pm - 3:30 pm Roundtable C - Sustainable CX Strategies – a Nice-to-Have or Must-Have?
Ricky Chau - Chief Strategy & Customer Officer, CBC Tech
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Ricky Chau

Chief Strategy & Customer Officer
CBC Tech

Technology & Innovation

2:10 pm - 3:30 pm Roundtable D - Brand Authenticity: Maintaining Your Identity in an AI-Powered World

Technology & Innovation

2:10 pm - 3:30 pm Roundtable E - Measuring and Improving Customer Service Performance
Praveen Tiwari - Vice President (Head - Customer Service), AVI Renewable Energy
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Praveen Tiwari

Vice President (Head - Customer Service)
AVI Renewable Energy

Technology & Innovation

2:10 pm - 3:30 pm Roundtable F - Voice of Customer 2.0: Using AI to Truly Understand Customer Emotions

Structured to maximise audience interaction and participation, our specially curated Interactive Discussion Groups (IDGs) focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matters most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well. See the full list of our IDG topics below:

Beyond Screens: Mastering Physical Brand Experiences

3:30 pm - 4:00 pm Afternoon Break & Refreshments

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

4:20 pm - 4:50 pm Case Study: Redefining the Shopper Experience – The Role of Physical Stores and Branches in a World Dominated by E-Commerce

Low Ngai Yuen - Chief Merchandise & Marketing Officer, AEON Group Malaysia

Aeon Group Malaysia is a leading retail conglomerate in Malaysia, offering a wide range of products and services. Known for its hypermarkets, supermarkets, and shopping malls, Aeon Group caters to the diverse needs of Malaysian consumers. 

·       How AEON is Transforming Branches and Stores for a Digital-First Future. 

·       Leveraging data for personalised marketing, and creating seamless online-to-offline (O2O) journey.

  • ·       Innovations in store design and layouts to adapt to changing customer behaviours. 
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Low Ngai Yuen

Chief Merchandise & Marketing Officer
AEON Group Malaysia

·       Moving beyond the traditional model of branches and stores as solely transactional spaces.  

·       Focus on building engagement, fostering brand loyalty, and offering value-added services.

·       Community Hubs: Transforming branches and stores into community hubs, hosting events, workshops, and offering gathering spaces for customers to connect with each other and the brand. 

Personalised Customer Journeys: Leveraging data and technology to personalise the customer journey within branches and stores, offering tailored recommendations, product demonstrations, and service options.

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Igor Vincetic

General Manager
Electrolux Group

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Elena Hyeseon Jeong

Store Design & Visual Merchandising Director
The Estée Lauder Companies Inc./ Le Labo

5:40 pm - 5:40 pm Chairperson’s Closing Remarks and End of Conference Day 1

Reeta McGinn - Omnichannel Experience Director APAC, Aesop
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Reeta McGinn

Omnichannel Experience Director APAC
Aesop