Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
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
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
9:30 am - 10:00 am
How Intercom is leveraging AI to transform customer service from being a cost centre to being a value driver
AI is disrupting, in a positive way, how customer service is delivered and has the potential to transform the customer experience. In this session we will explore how Intercom, a leading provider of AI Agent and customer service solutions, is leveraging AI to transform customer service from being a cost centre to being a value driver for the business, and how AI is and will continue to positively impact all aspects of Customer Experience.
10:00 am - 10:40 am
Beyond Disruption: The New Rules of Customer Experience in Asia
Manpreet Singh -
Managing Director, Head, Group Customer Experience Management,
CIMB Group
Venkatesh Bhardwaj - Chief Technology Officer – Customer Experience, MakeMyTrip
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.
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
11:40 am - 12:20 pm
Panel Discussion: Beyond the AI Hype: What's Actually Working in CX
Anjali Kalia -
Assistant Vice President – Digital Excellence,
IHH Healthcare
Yohanes Paulus Bisma - Digital Product Manager, Global Digital Customer Experience, Lenzing Group
Milind Gaharwar - Principal AI Scientist, Mercedez Benz
Pascal Gerard Daniel - Head of Customer Success, APAC & Japan, Nokia
• 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.
Yohanes Paulus Bisma
Digital Product Manager, Global Digital Customer ExperienceLenzing Group
12:20 pm - 12:50 pm
Industry Thought Leadership
12:50 pm - 1:20 pm
Fireside Chat: When Technology Fails: The Art of Service Recovery in a Digital-First World
Jue Lu -
Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation Group,
Singapore Tourism Board
Teeraphol Ambhai - Head of Search Experience - Martech, Bumrungrad International Hospital
Jiahao Yee - Regional Customer Program Manager, CX Asia
• 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.
Jue Lu
Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation GroupSingapore Tourism Board
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 ConnectionsStrategy & Leadership
2:10 pm - 3:30 pm Roundtable B - Next-Gen CX Leadership: Building Teams for the AI EraStrategy & 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
Technology & Innovation
2:10 pm - 3:30 pm Roundtable D - Brand Authenticity: Maintaining Your Identity in an AI-Powered WorldTechnology & 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
Technology & Innovation
2:10 pm - 3:30 pm Roundtable F - Voice of Customer 2.0: Using AI to Truly Understand Customer EmotionsStructured 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.
4:50 pm - 5:30 pm
From Transaction to Transformation: Reimaging the Branch and Store Experience
Igor Vincetic -
General Manager,
Electrolux Group
Elena Hyeseon Jeong - Store Design & Visual Merchandising Director, The Estée Lauder Companies Inc./ Le Labo
· 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.
Elena Hyeseon Jeong
Store Design & Visual Merchandising DirectorThe Estée Lauder Companies Inc./ Le Labo
