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
9:40 am - 10:10 am
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
10:40 am - 11:10 am
Panel Discussion | Enhancing Real-Time Customer Support Journeys Through Marketing–CX Alignment
Adelise Ashdown -
Global Head of Marketing,
JLL
• Bridging marketing and service teams to ensure consistent messaging from acquisition to resolution
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
1:30 pm - 2:10 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
Accelerating Growth Through Loyalty, Community & High-Value Customer Relationships
12:30 pm - 1:00 pm
Driving Loyalty at Scale: How Data and Personalisation Are Transforming Coalition Marketing into a Growth Engine
Jacky Mak -
Brand Marketing Director,
yuu Rewards Club
• 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
1:00 pm - 1:30 pm
Building Community Ecosystems That Strengthen Brand Advocacy and Lifetime Value
• Cultivating communities around shared passions, utility or lifestyle purpose
• Empowering super-users to create content, feedback and advocacy loops
• Connecting community signals to product, marketing and CX improvement cycles
• Measuring community impact through referrals, repeat engagement and incremental spend
11:10 am - 11:40 am
Driving Trust-Led Growth Through Marketing in a High-Consideration Category
Jason Huan -
Chief Marketing Officer,
Endowus
• 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
2:00 pm - 2:30 pm
Networking Break
2:30 pm - 3:00 pm
Embedding Transparency and Authenticity to Strengthen Trust with the Experience-Led Consumer
Shalini Seneviratne -
Marketing Director - Baby and Child Care,
Kimberly-Clark
• Clarifying data usage, AI involvement and personalisation logic to reduce perceived risk
3:00 pm - 3:30 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 Fitness Clubs
• Activating authentic member stories, community advocacy and peer validation to build trust in high-consideration lifestyle and wellness categories
3:30 pm - 4:00 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.
