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.

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Katja Forbes

Executive Director, Head of Client Experience, CIB DCDA
Standard 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.

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Dr. Bishoy Sawiris

Chief Data Officer
GB Corp

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.

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Reeta McGinn

Omnichannel Experience Director APAC
Aesop

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

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Dr. Bishoy Sawiris

Chief Data Officer
GB Corp

·       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.

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Sebastien Boisseau

Regional Digital Customer Engagement, Innovation, Business Transformation
Menarini Asia-Pacific

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Sabina Munshi

Founder & CEO, Baréskin Singapore and Head of Marketing
Mandala Group

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

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Dr. Darren How

Head of Corporate Communications & Employee Experience
Jebsen & Jessen

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.

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Priya Naidu

Customer Experience Lead
LeapFrog Investments

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Vivian Miao

Organizational Development Director - Global Customer Support Center
Trip.com

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Madhu Oza

Director of Customer and Technical Services
Abbott

5:20 pm - 5:20 pm Chairperson’s Closing Remarks and End of Conference