Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
18 June 2026 | Main Conference Day 2
Embedding Customer-Centric Thinking Across Operations
8:15 am - 9:00 am
Morning Refreshments & Registration
9:00 am - 9:05 am
Welcome & Housekeeping Address from CX Asia Week
9:05 am - 9:10 am
Opening Remarks from the Chair
9:10 am - 9:40 am
Human by Design – Keeping People at the Heart of Intelligent Experiences
• Exploring how organisations can maintain empathy, authenticity and trust as AI and automation transform every customer interaction
10:10 am - 10:40 am
Panel discussion | Delivering End to End Experience through Connected Teams
Manpreet Singh -
Managing Director, Head, Group Customer Experience Management,
CIMB Group
Fatimah Hussein - Senior Vice President and Head of Customer Contact Centre, RHB
Xavier Chia - Head of Customer Service, Pacific International Lines
Neeti Mahajan - Managing Director - Global Service Centre, HSBC
• Exploring how CX, digital and contact centre teams are building shared accountability for customer outcomes
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!
Customer Insights & Analytics
Customer Insights & Analytics
11:40 am - 12:10 pm Driving Experience Excellence through Data Insight and Action Yash Sheth - Head of Subscriptions and Loyalty, Gojek• Examining how leading organisations are transforming raw customer data into insight that informs design, service and strategy.
• Discussing how to connect voice-of-customer, operational and behavioural data to uncover actionable intelligence
• Highlighting the systems, skills and leadership required to turn analytics into meaningful change rather than dashboards
Customer Insights & Analytics
12:10 pm - 12:40 pm Industry Thought LeadershipCustomer Insights & Analytics
12:40 pm - 1:10 pm Case Study | Reimagining Loyalty for Modern Shoppers: Inside Metro Singapore’s New Treasured Programme Roxanne Lim - CRM and Customer Loyalty Manager, Metro SingaporeMetro Singapore has relaunched its flagship loyalty programme, Treasured, redefining how a heritage retail brand engages, personalises, and rewards today’s increasingly experience-driven shopper. This session explores how Metro rebuilt its loyalty strategy to deepen emotional connection, strengthen customer insight, and deliver measurable commercial impact.
• Revamping the loyalty value proposition to shift from transactional rewards to meaningful, relationship-led engagement
• Building a unified customer profile by integrating purchase, digital, and behavioural data to power more relevant and personalised interactions
• Designing modern tiers, benefits, and experiential elements that reflect evolving customer expectations and shopping behaviours
• Activating real-time personalisation to deliver the right offers, content, and service moments across touchpoints
Customer Insights & Analytics
1:10 pm - 2:10 pm Networking Lunch BreakCustomer Insights & Analytics
2:10 pm - 2:40 pm Case Study | Driving AI Adoption with Trust and Impact: Lessons from Customer Services at Siemens Healthineers Ricardo Ramires - Head of Customer Services Asia-Pacific, Diagnostics, Siemens Healthineers, Siemens HealthineersIn highly regulated healthcare environments, adopting AI is as much a people and change challenge as it is a technology one. This session explores how Siemens Healthineers Customer Services successfully drove AI adoption across its teams while keeping customer experience and patient care at the core of decision-making.
Ricardo Ramires
Head of Customer Services Asia-Pacific, Diagnostics, Siemens HealthineersSiemens Healthineers
Customer Insights & Analytics
2:40 pm - 3:10 pm Panel Discussion | Unlocking the Power of Data-Driven Insights to Scale Personalisation and Customer Loyalty Eduardo Imperial - Head of Service Management Asia, Vodafone GroupDinesh Ramchandani - Director, Data and Analytics, Unilever
Yash Sheth - Head of Subscriptions and Loyalty, Gojek
• Transforming raw customer data into meaningful insights that drive engagement
Redefining Service Excellence in the Era of Intelligent Operations
11:40 am - 12:10 pm Case Study | Laying the Groundwork for Intelligent Customer Service: Lessons from Process Redesign and Change Management Chermaine Tay - Assistant General Manager of Client and Customer Service Management, DKSH• Redesigning workflows and customer journeys to remove friction before digitalising them
Redefining Service Excellence in the Era of Intelligent Operations
12:10 pm - 12:40 pm Industry Thought LeadershipRedefining Service Excellence in the Era of Intelligent Operations
12:40 pm - 1:10 pm Panel Discussion | Elevating the Human Advantage in the Era of Intelligent Operations Babul Balakrishnan - Senior Vice President Customer Experience, Thunes• Redefining the value of human capability as automation reshapes customer engagement
Redefining Service Excellence in the Era of Intelligent Operations
1:10 pm - 2:10 pm Networking Lunch BreakRedefining Service Excellence in the Era of Intelligent Operations
2:10 pm - 2:40 pm Optimising Workforce Performance through Intelligent Forecasting and Automation• Combining AI-driven forecasting with human judgement to match demand, resources and service quality
Redefining Service Excellence in the Era of Intelligent Operations
2:40 pm - 3:10 pm Case Study | Empowering the Frontline: How LEGO Turned Its Contact Centre into a Brand Experience Hub Felicia Cao - Head of APAC Contact Centre Operations, LEGO Singapore Pte Ltd• Repositioning the customer centre as a key brand touchpoint and community builder
Tomorrow's Teams: The Future of Service Excellence
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 - 4:30 pm
Case Study | From 1.6 to 4.3 CSAT: How a Government-Led Organisation Scaled Guest Experience with GenAI
Nafisa Misquith -
Deputy Director, Guest Insights and Experience,
Sentosa Development Corporation
As a public-facing organisation managing high volumes of guest enquiries across physical and digital channels, this team faced growing pressure to improve responsiveness while maintaining trust, governance and service quality. This session explores how the Guest Experience team introduced GenAI-powered chat to support frontline staff and guests - improving accessibility, reducing friction, and delivering measurable uplift in satisfaction.
• Deploying a GenAI chatbot to handle common guest questions across digital channels, reducing reliance on email and phone enquiries
• Identifying high-frequency queries such as wayfinding, maps and general information to improve first-contact resolution and ease of access
• Balancing strong governance and stakeholder scrutiny with the need to demonstrate why GenAI is safe, valuable and fit for purpose in a government environment
• Improving guest satisfaction by making it easier and faster for guests to find answers, contributing to a CSAT increase from 1.6 to 4.3 within months of launch
Nafisa Misquith
Deputy Director, Guest Insights and ExperienceSentosa Development Corporation
4:30 pm - 5:00 pm
Case Study | Reigniting Purpose and Care – Building a Culture of Experience Excellence
Hui Hwa Koh-Minjoot -
Vice President & Head, Allied Health & Patient Experience, Group Procurement (Ph,
IHH Healthcare
Exploring how IHH Healthcare Singapore is strengthening its patient experience culture by reconnecting employees with purpose, care and service excellence.
• Embedding CX as a shared organisational responsibility across all departments - from F&B to clinical care
• Implementing the “People-Patient Experience” strategy to achieve positive employee experience with positive patient outcomes
• Using technology and AI to simplify daily work and free staff to focus on care
• Building a patient experience roadmap that fosters empathy, accountability and pride in service
Hui Hwa Koh-Minjoot
Vice President & Head, Allied Health & Patient Experience, Group Procurement (PhIHH Healthcare
