Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
17 June 2026 | Next Gen Marketing Day 1
Marketing’s New Reality: AI-Accelerated, Experience-Led
9:00 am - 9:30 am
Registration Opens
9:30 am - 9:35 am
Welcome & Housekeeping Address
9:35 am - 9:40 am
Opening Remarks by Chairperson
9:10 am - 9:40 am
Opening CMO Panel
Aseem Puri -
Digital Chief Executive Officer,
Unilever International
Anthony Guanzon - Chief Marketing Officer, Malayan Insurance Co Inc
• Exploring how CMOs are aligning brand, product, digital and service functions to create cohesive journeys that convert and retain
• Leveraging customer insight, AI and cross-functional collaboration to move from influence to tangible commercial impact
• Connecting brand promise with operational delivery to strengthen trust, accountability and long-term customer value
9:40 am - 10:10 am
Driving Digital-First Customer Interactions (Delivered by LivePerson)
10:10 am - 10:40 am
Opening Keynote | Setting the Stage for Impact: Unifying Insight, Innovation and Experience in a Customer-Defined Era
Aseem Puri -
Digital Chief Executive Officer,
Unilever International
• Examining how rapidly shifting consumer expectations are redefining the relationship between marketing, digital and customer experience
• Demonstrating how organisations can turn data into insight and insight into outcomes through integrated decision-making and real-time responsiveness
• Establishing the capabilities, leadership behaviours and operating models required to deliver measurable impact across the end-to-end journey
10:40 am - 11:10 am
He Said, She Said -- A Battle of the Stakeholders
There’s never just one side to a story. In this keynote, Nicholas Kontopoulos, VP of Marketing, Twilio APJ, explores how companies see their business versus how their customers see it. Let’s break down how customers, leaders, customer service agents, and marketing teams are approaching business today and examine the role technology has played in getting us to this point.
11:10 am - 11:30 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the event! 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 event.
11:30 am - 12:00 pm
Networking Break
Operationalising AI-Driven Marketing to Deliver Measurable Performance
12:00 pm - 12:30 pm
Driving Trust-Led Growth Through Marketing in a High-Consideration Category
- Designing education-led marketing strategies that simplify complex propositions and accelerate confident customer decision-making
- Aligning brand, content and channel strategy to deliver consistent, credible messaging across the acquisition and consideration journey
- Balancing growth, performance and trust in regulated or high-stakes categories without over-reliance on short-term acquisition tactics
- Measuring the commercial impact of trust-based marketing on conversion quality, engagement and long-term customer value
12:30 pm - 1:00 pm
From Campaigns to Culture: How to build trust when AI powers Social First Marketing
Shalini Seneviratne -
Marketing Director of Baby and Child Care,
Kimberly-Clark
- Exploring how AI is accelerating social first marketing and how that enables brands to be embedded in culture
- How to use AI to decode social signals in real time, identify emerging cultural moments and respond with relevance at speed
- Understanding where AI‑driven social execution can break down, and how brands can avoid cultural missteps as they scale speed and automation
1:00 pm - 1:30 pm
Panel Discussion | Designing End-to-End Journeys That Remove Friction and Increase Conversion Across Channels
Esther Tan -
Global Director of Marketing and E-Commerce,
Plaza Premium Group
Mason Tay - Global Director, Markets Growth, TripAdvisor
Sok Hoon Koo - Director of Marketing, Shangri La Hotel Singapore
Shalini Seneviratne - Marketing Director of Baby and Child Care, Kimberly-Clark
- Mapping behavioural drop-off points that impede progression across digital and physical touchpoints
- Streamlining steps using automation, clearer messaging and optimised UX flows
- Collaborating with product, CX and service teams to ensure journey continuity
- Measuring conversion uplift to prove the value of friction reduction across segments
1:30 pm - 2:30 pm
Networking Break
Orchestrating Seamless, Trust-Building Journeys That Convert and Retain
2:30 pm - 3:00 pm
Designing Seamless, Revenue-Driving Experiences Across the End-to-End Travel Journey
Esther Tan -
Global Director of Marketing and E-Commerce,
Plaza Premium Group
• Connecting marketing, e-commerce and on-ground service to deliver a consistent experience from pre-trip planning through post-travel engagement
3:00 pm - 3:30 pm
Panel discussion | Accelerating Creative Execution and Iteration Using GenAI Without Compromising Brand Trust
Andrew Hill -
Snr Dir Digital,
Coca-Cola
Jacky Mak - Brand Marketing Director, yuu Rewards Club
• Generating campaign variations aligned to brand guidelines and audience-specific formats
4:10 pm - 4:40 pm
Networking Break
4:40 pm - 5:10 pm
Operationalising AI to Drive Marketing Performance Across the Entire Customer Lifecycle
Razvan Paraschiv -
Head of Marketing Systems & Operations,
Airwallex
- • Integrating AI models into existing workflows to accelerate decision-making and reduce manual processes
- • Linking AI outputs directly to commercial KPIs such as conversion, revenue and cost efficiency
- • Ensuring responsible data governance to build internal confidence and customer trust
- • Testing predictive models in controlled environments before scaling organisation-wide
- I.
5:10 pm - 5:30 pm
Driving Loyalty at Scale: How Data and Personalisation Are Transforming Coalition Marketing into a Growth Engine
- Using customer and transaction data to drive more relevant, personalised loyalty engagement
- Balancing scale with relevance across multiple brands and partners within a coalition ecosystem
- Leveraging emerging tools (including GenAI where appropriate) to improve targeting, content and member engagement
- Measuring the commercial impact of loyalty marketing on retention, frequency and lifetime value
