Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
19 June 2025 | Main Conference Day 2
8:15 am - 9:00 am
Registration Opens
9:00 am - 9:05 am
Welcome & Housekeeping Address by CX Asia Week 2024
9:05 am - 9:10 am
Opening Remarks by Chairperson
AI-Driven Data Excellence
Customer expectations continuously evolve, and businesses must adapt their CX strategies to keep pace. Inflationary pressures and market uncertainties challenged customer leaders 'to do more with less'. On top of evaluating the technology stack to maximise the utilisation of digital CX, customer leaders need to look into people and processes and how automation can help optimise your CX strategies.
9:10 am - 9:40 am
Keynote Presentation: Machine Are Customers Too
Katja Forbes -
Executive Director, Head of Client Experience, CIB DCDA,
Standard Chartered Bank
Delve into the revolutionary concept of machine customers and how AI-powered systems are transforming the buying landscape.
• The emergence of custobots and their impact on commerce.
• The vast potential of over 7 billion interconnected devices acting as buyers.
• Strategies for businesses to adapt and thrive in this new machine-to-machine economy.
Katja Forbes
Executive Director, Head of Client Experience, CIB DCDAStandard Chartered Bank
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:50 am
Keynote Panel Discussion: The CDO's Masterclass: Transforming Customer Data into Commercial Value
Dr. Bishoy Sawiris -
Chief Data Officer,
GB Corp
• Beyond vanity metrics: New frameworks for measuring data-driven CX initiatives.
• Creating a single source of truth while managing multiple customer data sources.
• Real-world examples: How leading Asian brands are monetising customer intelligence.
10:50 am - 11:10 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.
10:50 am - 11:20 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Value Beyond Price: Cultivating Customer Bonds for Recession Resilience
11:30 am - 12:00 pm
Global Connectivity: Transforming Travel Experiences with Avolta's Cross-Border Loyalty Revolution
Reeta McGinn -
Omnichannel Experience Director APAC,
Aesop
Explores how Avolta's innovative loyalty program transcends borders to enrich customer engagement and drive loyalty.
• Seamless integration of rewards across 5,100 outlets in 73 countries, providing customers with a unified loyalty experience.
• Customised loyalty offerings that cater to diverse customer preferences, enhancing satisfaction and retention.
• Data-driven insights enabling continuous improvement of the loyalty program, ensuring relevance and effectiveness in different markets.
12:00 pm - 12:30 pm
Industry Thought Leadership
12:30 pm - 1:10 pm
Presentation: From Boomers to Gen Z: Tailoring Marketing Strategies for Maximum Impact
· The distinct values and preferences of different generations, from Baby Boomers to Gen Z
· Aligning marketing messages with the unique characteristics of each demographic group
· Content is King – creating engaging and valuable content in bite-sized formats
1:10 pm - 2:20 pm
Networking Lunch Break
The Personalisation Paradox: Responsible & Essential Individualisation in a Downturn
Customer loyalty is critical for businesses striving to thrive in today's uncertain economy and inflationary pressure. Companies can retain loyal customers and succeed in a competitive marketplace by providing exceptional customer experiences, building strong relationships, and delivering value to their customers. Gaining a new customer costs 4-7 times more than retaining one.
2:20 pm - 2:50 pm
Case Study: A Deep Dive into How Data Management & AI are Reshaping Customer Experience
Dr. Bishoy Sawiris -
Chief Data Officer,
GB Corp
• Data as the Foundation of CX Excellence
• AI-Powered Customer Journey Transformation
• Data-Driven Insights for Personalization
• Future Trends in Data Management and AI
2:50 pm - 3:30 pm
From Omnichannel Overwhelm to Optichannel Excellence: Less is More
Sebastien Boisseau -
Regional Digital Customer Engagement, Innovation, Business Transformation,
Menarini Asia-Pacific
Sabina Munshi - Founder & CEO, Baréskin Singapore and Head of Marketing, Mandala Group
· Precision Over Presence: Why customers increasingly prefer focused, high-quality interactions through fewer channels rather than fragmented experiences across multiple touchpoints.
· The AI Content Paradox: How AI-powered content creation capabilities can actually harm customer relationships when not aligned with channel preferences.
· Mastering Channel Selection: Using data analytics to identify and optimise your most effective communication channels instead of trying to be everywhere at once.
Sebastien Boisseau
Regional Digital Customer Engagement, Innovation, Business TransformationMenarini Asia-Pacific
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!
4:00 pm - 4:10 pm
Prize Giveaway
Winners will be announced at the Digital Marketing Asia on-floor theatre. Winners must be present to claim their prize!
Tomorrow's Teams: The Future of Service Excellence
4:10 pm - 4:40 pm
Taking Engagement Up a Notch with Employee Volunteerism Beyond Borders
Dr. Darren How -
Head of Corporate Communications & Employee Experience,
Jebsen & Jessen
Learn from Dr. Darren How's insights on designing effective employee experiences through corporate volunteering, as he shares about Jebsen & Jessen’s award-nominated “Meet a Need” programme that spans multiple countries.
• Exploring the connection between EX and CX: academic progress and practical considerations
• Best practices in employee engagement: how the signature ESG programme of Jebsen & Jessen emphasises active participation and community impact to drive engagement
• Beyond volunteerism, what engagement means to branding and satisfaction
4:40 pm - 5:20 pm
Are Your Employees Tech-Enabled or Tech-Constrained?
Priya Naidu -
Customer Experience Lead,
LeapFrog Investments
Vivian Miao - Organizational Development Director - Global Customer Support Center, Trip.com
Madhu Oza - Director, Global Technical Services and Service Excellence, Abbott
Understanding how employee experience shapes the success of your digital CX transformation
• The ROI Reality: Moving beyond engagement scores to understand how employee experience directly impacts customer loyalty and business growth.
• The Frontline Factor: How leading brands are reimagining employee tools, training and culture in an AI-enhanced environment.
• Mind the Gap: Understanding critical disconnects between technology investments and employee empowerment - and how to bridge them.
