Asia's #1 Platform for Customer
Experience&Contact Centre Leaders
15 - 18 June 2027 l Amara Sanctuary Sentosa, Singapore
CCW Asia
Part of CX Asia Week 2027
Running the AI-First Contact Centre
What happens to your people, your metrics and your customers when AI resolves most routine contacts.
16 - 17 June 2027 | Singapore
One Pass, All Three Streams.
2
days of stream content
12
sessions on AI-first service
4
peer roundtables
90%
end-user attendance
Two Days, One Question:
How Do You Run AI-First Service?
Download Full Agenda
Day 1 · Wednesday 16 June
Autonomous service: running an AI-first contact operation
Talk
Life after tier one: what remains for humans when AI resolves the majority of contacts
Talk
Voice AI comes of age: natural, multilingual voice agents across Asia
Roundtable
Retiring average handle time: the scorecard for an AI-first operation
Roundtable
When the customer's bot calls your bot: preparing for agent-to-agent service
Fireside chat
Identity under attack: authenticating customers in the age of voice cloning and deepfakes
Panel
One conversation, every mode: service across voice, text and vision
Day 2 · Thursday 17 June
The new service workforce: supervisors, specialists and synthetic colleagues
Talk
From advisor to AI supervisor: redesigning roles, career paths and reward
Talk
The missing first rung: building a talent pipeline when entry-level work disappears
Roundtable
The all-complex queue: protecting wellbeing when every contact is a hard one
Roundtable
Outcome-based outsourcing: rewriting BPO contracts for an AI-first model
Talk
AgentOps in practice: who trains, tunes, audits and switches off the AI fleet
Closing panel
Regulation ready: disclosure, auditability and the customer's right to a human
Speakers
View leading voices at CX Asia Week past editions
Katja Forbes
Executive Director, Head of Client Experience, CIB DCDA
Standard Chartered Bank
Executive Director, Head of Client Experience, CIB DCDA
Standard Chartered Bank
Helen Ng
Chief Executive Officer
General Storage Company (Lock+Store)
Chief Executive Officer
General Storage Company (Lock+Store)
Emily Tan
Head of SEA CRC
Nestle Nespresso
Head of SEA CRC
Nestle Nespresso
Catherine Santamaria
Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)
Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)
Lolitta Suffian
SVP CX
Bank Simpanan Nasional
SVP CX
Bank Simpanan Nasional
Erwin Peter
VP
Prudential
VP
Prudential
John Epok Pascual
Head of System & Tools and Training and Quality Assurance
Circles.Life
Head of System & Tools and Training and Quality Assurance
Circles.Life
Gigi Low
Director, Customer Experience
NTUC CLUB
Director, Customer Experience
NTUC CLUB
Vivian Miao
Organizational Development Director - Global Customer Support Center
Trip.com
Organizational Development Director - Global Customer Support Center
Trip.com
Sebastien Boisseau
Head of Digital Customer Engagement - Data & Analytics
Menarini Asia-Pacific
Head of Digital Customer Engagement - Data & Analytics
Menarini Asia-Pacific
Dr. Bishoy Sawiris
Chief Data Officer
GB Corp
Chief Data Officer
GB Corp
Chris Ng Enhan
Director of Customer Success
ST Engineering/ST Engineering iDirect Inc dba iDirect
Director of Customer Success
ST Engineering/ST Engineering iDirect Inc dba iDirect
Catherine Loh
Personalization Director
JLL
Personalization Director
JLL
Ashish Shukul
Global Vice President, Marketing & Sponsoring
Schaeffler Group
Global Vice President, Marketing & Sponsoring
Schaeffler Group
Emily Tan
Head of SEA CRC
Nestle Nespresso
Head of SEA CRC
Nestle Nespresso
Philip Joseph
Senior Vice President - Group Customer Experience
Indosat Ooredoo Hutchison
Senior Vice President - Group Customer Experience
Indosat Ooredoo Hutchison
Febriani Rossa
Assistant Vice President of Contact Channel Management
PT Bumi Serpong Damai, Tbk (Sinarmas Land)
Assistant Vice President of Contact Channel Management
PT Bumi Serpong Damai, Tbk (Sinarmas Land)
Elaine Tan
Head of CS, Customer Relationship Management Loyalty and Business Process Development
Pet Lovers Centre Pte Ltd
Head of CS, Customer Relationship Management Loyalty and Business Process Development
Pet Lovers Centre Pte Ltd
Suraiya Mohamed Noh
Regional Field Service Lead, Greater Asia Pacific
Lenovo
Regional Field Service Lead, Greater Asia Pacific
Lenovo
Yvonne Lau
Executive Director - Head of CX, Consumer Banking
DBS
Executive Director - Head of CX, Consumer Banking
DBS
Vivian Miao
Organizational Development Director - Global Customer Support Center
Trip.com
Organizational Development Director - Global Customer Support Center
Trip.com
Sebastien Boisseau
Head of Digital Customer Engagement - Data & Analytics
Menarini Asia-Pacific
Head of Digital Customer Engagement - Data & Analytics
Menarini Asia-Pacific
Katja Forbes
Executive Director, Head of Client Experience, CIB DCDA
Standard Chartered Bank
Executive Director, Head of Client Experience, CIB DCDA
Standard Chartered Bank
Dr. Bishoy Sawiris
Chief Data Officer
GB Corp
Chief Data Officer
GB Corp
Harriet Wakelam
Executive Director & Head of Group Design
DBS BANK
Executive Director & Head of Group Design
DBS BANK
Dr Angel Lo
Director of Marketing Communications APAC
Olympus APAC
Director of Marketing Communications APAC
Olympus APAC
Helen Ng
Chief Executive Officer
General Storage Company (Lock+Store)
Chief Executive Officer
General Storage Company (Lock+Store)
Rajesh Grover
Group Vice President of Artificial Intelligence, Digital and Omnichannel
Kanmo Group
Group Vice President of Artificial Intelligence, Digital and Omnichannel
Kanmo Group
Fatimah Hussein
Head of Department
RHB
Head of Department
RHB
Cindy Tan
Head, Digital Channels Experience
Singtel
Head, Digital Channels Experience
Singtel
Hui Hwa Koh-Minjoot
Vice President & Head, Allied Health, Patient Experience
IHH Healthcare Singapore
Vice President & Head, Allied Health, Patient Experience
IHH Healthcare Singapore
Catherine Santamaria
Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)
Chief Customer and Marketing Officer
Bank of the Philippine Islands (BPI)
Lolitta Suffian
SVP CX
Bank Simpanan Nasional
SVP CX
Bank Simpanan Nasional
Philip Joseph
Senior Vice President - Group Customer Experience
Indosat Ooredoo Hutchison
Senior Vice President - Group Customer Experience
Indosat Ooredoo Hutchison
Nikolaus Ong
Chief Operations Officer (COMO Group)
Comoclub
Chief Operations Officer (COMO Group)
Comoclub
Caroline Leong
Chief Customer Officer
TEEG
Chief Customer Officer
TEEG
Damien Cummings
Chief of AI Strategy & Organisational Transformation
NUS-ISS
Chief of AI Strategy & Organisational Transformation
NUS-ISS
Kelly Yoong
CDO & Director
Sentosa Development Corp
CDO & Director
Sentosa Development Corp
Babul Balakrishnan
Senior VP, Customer Experience (Cx)
Thunes
Senior VP, Customer Experience (Cx)
Thunes
Emma Cabochan
Senior Vice President of Legal Services and Head of Data Privacy
Asia United Bank
Senior Vice President of Legal Services and Head of Data Privacy
Asia United Bank
Riana Ramahandridona
Vice President and General Manager of Global Customer Success
Circles
Vice President and General Manager of Global Customer Success
Circles
Eduardo Imperial
Head Customer Success Management APACME
Vodafone Business
Head Customer Success Management APACME
Vodafone Business
Felicia Cao
Head of APAC Contact Centre Operations
LEGO Singapore Pte Ltd
Head of APAC Contact Centre Operations
LEGO Singapore Pte Ltd
Xavier Chia
Head of Customer Service
Pacific International Lines
Head of Customer Service
Pacific International Lines
Yash Sheth
Head of Customer Lifecycle Strategy GoFood
Gojek
Head of Customer Lifecycle Strategy GoFood
Gojek
Ricardo Ramires
Head of Customer Services Asia-Pacific, Diagnostics, Siemens Healthineers
Siemens Healthineers
Head of Customer Services Asia-Pacific, Diagnostics, Siemens Healthineers
Siemens Healthineers
Roxanne Lim
CRM and Customer Loyalty Manager
Metro Singapore
CRM and Customer Loyalty Manager
Metro Singapore
Ben Wu
Global Customer Engagement Lead
Nestlé
Global Customer Engagement Lead
Nestlé
Kirk Chua
Customer Service Lead, Associate General Manager, Airport Operations Services
Changi Airport Group
Customer Service Lead, Associate General Manager, Airport Operations Services
Changi Airport Group
Ng Yan Chao
IBG Group Head Customer Experience
DBS Bank
IBG Group Head Customer Experience
DBS Bank
Aleksei Shuravin
Head of Customer Service
Salmon Group
Head of Customer Service
Salmon Group
Melody Lim
Head of Customer Experience
Aboitiz Power
Head of Customer Experience
Aboitiz Power
Irene Lim
Assistant Vice President of Customer Relations
The Ascott Limited
Assistant Vice President of Customer Relations
The Ascott Limited
Imran Khan
Regional Insights & Analytics Lead | AMEA Snacks
Mars Snacking
Regional Insights & Analytics Lead | AMEA Snacks
Mars Snacking
Abdul Hadi bin Hashim
Lead Customer Acquisition & Relationship Management
Tenaga Nasional Berhad
Lead Customer Acquisition & Relationship Management
Tenaga Nasional Berhad
Chanelle Wang
Head of Experiential Marketing, East Asia
Schneider Electric
Head of Experiential Marketing, East Asia
Schneider Electric
Simon Goh
Head Group Digital Experience
Great Eastern Life Assurance Co Ltd
Head Group Digital Experience
Great Eastern Life Assurance Co Ltd
Michael Dela Cruz
Sr. Director CX Strategy & Innovation
e& UAE
Sr. Director CX Strategy & Innovation
e& UAE
Rahm Rajaram
Vice President Operations
ShopBack
Vice President Operations
ShopBack
Andrew Spark
Director, Field Architecture - APJ
Liveperson
Director, Field Architecture - APJ
Liveperson
Harry Yu
CEO
LEVEL3 AI
CEO
LEVEL3 AI
Nicholas Kontopoulos
Vice President of Marketing, Asia Pacific & Japan
Twilio
Vice President of Marketing, Asia Pacific & Japan
Twilio
Alyona Medelyan
Co-Founder and Chief Executive Officer
Thematic
Co-Founder and Chief Executive Officer
Thematic
Nadiya Omar
Brand Ambassador
We Love MarTech
Brand Ambassador
We Love MarTech
Aseem Puri
CEO Beauty Well Being Greater Asia & Unilever Thailand
Unilever International
CEO Beauty Well Being Greater Asia & Unilever Thailand
Unilever International
Mason Tay
Director, Global Markets Growth
TripAdvisor
Director, Global Markets Growth
TripAdvisor
Esther Tan
Global Director of Marketing and E-Commerce
Plaza Premium Group
Global Director of Marketing and E-Commerce
Plaza Premium Group
Andrew Hill
Snr Dir Digital
Coca-Cola
Snr Dir Digital
Coca-Cola
Jaslyin Qiyu
Chief Marketing Officer & Head of Customer Experience
Cigna Healthcare
Chief Marketing Officer & Head of Customer Experience
Cigna Healthcare
Ananditha Mayasari
Assistant Vice President and Head of Marketing
Kopi Kenangan
Assistant Vice President and Head of Marketing
Kopi Kenangan
Antoine Nazaret
Associated Vice President Digital Marketing & Growth
NBA
Associated Vice President Digital Marketing & Growth
NBA
Adelise Ashdown
Regional Global Head of Marketing, Brand & Client Experience Lead (APAC)
Jones Lang LaSalle
Regional Global Head of Marketing, Brand & Client Experience Lead (APAC)
Jones Lang LaSalle
Jamie Say
Head of Marketing
Ego
Head of Marketing
Ego
Wanda Pascua
Head of Marketing
Tonik
Head of Marketing
Tonik
Razvan Paraschiv
Head of Marketing Systems & Operations
Airwallex
Head of Marketing Systems & Operations
Airwallex
Sok Hoon Koo
Director of Marketing
Shangri La Hotel Singapore
Director of Marketing
Shangri La Hotel Singapore
Shalini Seneviratne
Marketing Director of Baby and Child Care
Kimberly-Clark
Marketing Director of Baby and Child Care
Kimberly-Clark
Iain Twine
Chief Marketing & Communications Officer
DALI Everyday Grocery
Chief Marketing & Communications Officer
DALI Everyday Grocery
Julien Dahmoun
Head of Digital Marketing
Starhub
Head of Digital Marketing
Starhub
David Chung
General Manager – Marketing and Customer Relationship
Trans Eurokars Pte Ltd (Mazda)
General Manager – Marketing and Customer Relationship
Trans Eurokars Pte Ltd (Mazda)
Benjamin Choo
Head of Channel Marketing
Moomoo SG
Head of Channel Marketing
Moomoo SG
Anurag Bhargava
Area Marketing Director for Asia Pacific, Core Diagnostics
Abbott Laboratories
Area Marketing Director for Asia Pacific, Core Diagnostics
Abbott Laboratories
Sambashiva Srisailapathy
Regional Head Enterprise Portfolio FMCG
Grab
Regional Head Enterprise Portfolio FMCG
Grab
Seong Yee Teoh
Head of CRM and Digital Marketing
Stashaway
Head of CRM and Digital Marketing
Stashaway
Beyond your stream
Shared keynotes
When Your Next Customer Is an Algorithm. The Authenticity Premium.
Digital Enterprise Asia
Step across for sessions on AI security, cost and agent-ready data.
View StreamFocus days
Asia's next customers on 15 June, and experience resilience on 18 June.
One pass, all three streams
16 - 17 June 2027 | Singapore
For solution providers
Sponsor CCW Asia
Meet contact centre and service leaders looking for conversational and voice AI, contact centre platforms, workforce management, quality and analytics, identity verification, and BPO partners. 90% of attendees are end users and 75% are senior leaders.
In Partnership With:
QUESTIONS?
Contact us via email at enquiry@iqpc.com.sg.
©2026 IQPC. All rights reserved.
