Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
20 June 2025 | Post-Conference Focus Day - CX Data in Action: From Insights to Impact
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Opening Remarks by Chairperson
Patricia Mulles -
Director & Global Head of Partnerships,
She Loves Data
10:40 am - 11:20 am
Panel Discussion | Beyond Collection to Action: How APAC's Top Brands Actually Use Their CX Data
Vidya Sagar -
General Manager, Operations,
Phulay Bay, a Ritz-Carlton Reserve
Prashant Lulla - Head of Customer Experience APAC, Zurich Asuransi
• Getting Real: Inside look at how leading brands turn customer data into action.
• The Priority Matrix: Frameworks for deciding which insights deserve immediate action.
• Success Stories: Measurable wins from data-driven CX changes.
11:20 am - 11:50 am
Presentation: AI Bias and Customer Data: Ensuring Fairness in the Age of Generative AI
Alif Yahya -
Assistant Vice President - Cyber Threat Intelligence,
Citi
12:10 pm - 1:10 pm
Lunch & Networking Break
1:10 pm - 1:40 pm
Presentation: Data-Driven Insights for Meaningful Engagement: Utilising Analytics to Foster Deeper Customer Connections
· Harnessing Predictive Analytics for Proactive Customer Engagement.
· Leveraging Customer Segmentation for Tailored Experiences.
· Measuring and Optimizing Customer Engagement ROI.
1:40 pm - 2:20 pm
Panel Discussion: Voice of Customer in the Boardroom: Making CX Data Drive Strategic Decisions
Sushmita Munshi -
Chief Customer Officer,
Chubb Life
Ricky Chau - Chief Strategy & Customer Officer, CBC Tech
2:20 pm - 3:00 pm
Let’s Talk! Key Takeaways & Action Points
Patricia Mulles -
Director & Global Head of Partnerships,
She Loves Data
Join our friendly roundtable session, Let's Talk! Discover best practices, key takeaways, and actionable points to improve your data strategy. Let's learn and grow together!
