Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
18 June 2026 | Next Gen Marketing Day 2
Orchestrating Seamless, Trust-Building Journeys That Convert and Retain
9:00 am - 9:30 am
Registration Opens
9:30 am - 9:35 am
Welcome Address from Next Gen Marketing
9:35 am - 9:40 am
Opening Remarks from the Chair
9:10 am - 9:40 am
Panel Discussion | Delivering Omnichannel Consistency for Mobile-First, Social-First Consumers
Ananditha Mayasari -
Assistant Vice President and Head of Marketing,
Kopi Kenangan
• Adapting communications to the behaviours, preferences and cultural nuances of mobile-first audiences
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Case Study | Personalising Fandom at Scale: How the NBA Uses Data and AI to Deepen Engagement Across Asia
With Asia representing its largest and most diverse fanbase, the NBA must tailor its positioning, content, and engagement strategies market by market. This session explores how the league blends localisation, partnerships, and AI-driven personalisation to grow fandom, nurture loyal audiences, and power its direct-to-consumer ecosystem.
• Localising marketing and content strategy to reflect each country’s maturity - whether building new fandoms, nurturing existing communities, or partnering with local cultural icons like K-pop stars
• Using big data and AI to personalise the experience across the NBA ecosystem, enabling fans to follow specific players, teams, storylines, and game moments
• Leveraging technology to simplify the sheer volume of games and content, helping fans find what matters most to them
• Strengthening the league’s direct-to-consumer funnel through personalised journeys that drive League Pass adoption and deeper long-term engagement
10:40 am - 11:10 am
Human Bingo
Kick off the conference with a bingo-style networking activity designed to get conversations flowing. Delegates will receive a bingo card featuring different attendee profiles and roles across the room. The goal is to connect, match profiles, and punch as many holes as possible by meeting new people. Prizes (and bragging rights) go to the most connected.
11:10 am - 11:40 am
Networking Break
11:40 am - 12:10 pm
Case Study | Building Trust at Speed: How Tonik Bank Is Shaping Digital Banking in the Philippines
Wanda Pascua -
Head of Marketing,
Tonik
As one of the country’s newest digital banks, Tonik is building awareness, credibility, and customer adoption in a market where digital banking is still emerging. This session explores how Tonik balances rapid startup execution with trust-building, education, and performance-driven marketing to accelerate acquisition and strengthen customer experience.
Accelerating Growth Through Loyalty, Community & High-Value Customer Relationships
12:10 pm - 12:40 pm
Leveraging Social Proof, Community Signals and Influencer Integrity to Drive Credibility in Experience-Led Brands
Joanne Lim -
Head of Marketing, Southeast Asia,
Virgin Active
• Activating authentic member stories, community advocacy and peer validation to build trust in high-consideration lifestyle and wellness categories
12:40 pm - 1:10 pm
The 10 Hard Truths of Influencer Marketing: What Today’s Marketers Must Confront to Drive Real Impact
Jamie Say -
Head of Marketing,
Ego
• Revealing the uncomfortable realities behind inflated metrics, engagement volatility and misaligned creator–brand relationships
• Identifying the signals that distinguish genuine influence from short-lived reach, and why most brands optimise for the wrong outcomes
• Reframing influencer strategy around credibility, community and connection rather than vanity metrics or one-off campaigns
• Demonstrating how to rebuild trust and ROI by aligning influencers with behaviour change, brand integrity and consumer expectations
1:10 pm - 2:10 pm
Networking Break
2:10 pm - 2:40 pm
Panel Discussion | Enhancing Real-Time Customer Support Journeys Through Marketing–CX Alignment
Adelise Ashdown -
Regional Global Head of Marketing, Brand & Client Experience Lead (APAC),
Jones Lang LaSalle
Wanda Pascua - Head of Marketing, Tonik
Antoine Nazaret - Assistant Vice President, Digital Marketing, Asia, NBA
• Bridging marketing and service teams to ensure consistent messaging from acquisition to resolution
Adelise Ashdown
Regional Global Head of Marketing, Brand & Client Experience Lead (APAC)Jones Lang LaSalle
2:40 pm - 3:10 pm
Applying Predictive Analytics to Anticipate Behaviour and Reduce Wasted Spend
• Identifying the highest-value signals that indicate propensity, intent or churn risk
• Designing predictive models that directly support acquisition efficiency and retention outcomes
• Refining activation strategies based on model accuracy, bias detection and performance feedback loops
• Prioritising spend towards audiences with the highest likelihood of conversion or long-term value
3:30 pm - 4:00 pm
Networking Break
4:00 pm - 4:30 pm
Building an AI-Ready Marketing Operating Model That Supports Speed and Accountability
• Redesigning roles, processes and governance to enable faster experimentation and decision-making
• Upskilling teams in data literacy and AI fluency to ensure effective adoption and ownership
• Aligning AI-driven initiatives to commercial objectives to secure stakeholder buy-in
• Monitoring performance through transparent dashboards that tie activity to outcomes
4:30 pm - 5:00 pm
Scaling Subscription and Membership Models That Create Sustainable Growth Engines
- Designing value propositions grounded in genuine utility, exclusive access or convenience
- Analysing churn signals to intervene early with targeted, value-led offers
- Balancing acquisition incentives with profitable, long-term retention mechanics
- Testing pricing, bundling and benefits to optimise unit economics and customer loyalty
