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
Redefining the Frontline Role: What Human Work Looks Like in AI-Augmented Operations
• Identifying which tasks should be automated, augmented, or remain human-led
• Redesigning frontline roles around judgement, empathy, and value creation
• Rethinking performance metrics beyond speed and volume
• Ensuring role clarity and confidence during periods of rapid change
11:20 am - 12:00 pm
AI-Powered Workforce Management: Forecasting, Scheduling, and Performance with Precision
• Using AI-driven forecasting to better match demand, capacity, and service quality
• Blending algorithmic recommendations with human judgement in scheduling decisions
• Improving wellbeing and engagement through smarter workload distribution
• Measuring the impact of AI-enabled WFM on efficiency, attrition, and experience
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
