Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
19 June 2026 | Post-Conference Focus Day
Empowering the Future Workforce: AI-Augmented Performance, Skills, and Workforce Management
10:30 am - 10:40 am
Welcome & Housekeeping Address
10:40 am - 11:20 am
Case Study | How Great Eastern Is Building Design Capabilities to Scale Experience in AI-Augmented Teams
Simon Goh -
Head Group Digital Experience,
Great Eastern Life Assurance Co Ltd
- Developing the skills, mindsets, and practices required for design teams to operate effectively alongside AI tools
- Embedding ways of working that enable faster iteration, collaboration, and delivery across design, product, and business teams
- Aligning design capability with organisational goals to drive both customer and operational impact
- Scaling design practices across teams to ensure consistency, quality, and efficiency in experience delivery
11:20 am - 12:00 pm
Case Study | How e& Enabled Organisational to Deliver Customer-Centric Transformation at Scale
Michael Dela Cruz -
Head of CX Strategy,
e& UAE
- Embedding customer-centric thinking into leadership behaviours, frontline roles, and day-to-day decision-making
- Equipping your organisation with the skills, tools, and governance needed to translate CX strategy into consistent execution
- Driving cross-functional alignment to ensure teams work towards shared customer and business outcomes
- Demonstrating how organisational enablement contributes to measurable improvements in experience and operational performance
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:40 pm
Case Study | From Data to Decision - How GB Corp Proved the ROI of Customer Insight and Analytics
Dr. Bishoy Sawiris -
Chief Data Officer,
GB Corp
Exploring how GB Corp turned data into a competitive advantage, earning the Best Use of Data and Customer Insights Award at the 2025 CX Asia Awards.
• Building a unified insights framework connecting customer, operational and financial data
• Embedding analytics into daily decision-making to prove CX ROI
• Creating executive dashboards that link experience metrics to business outcomes
• Demonstrating measurable revenue and retention impact through insight-driven action
