Asia's #1 Customer Experience
Leaders Platform
16 - 19 June 2026 l Amara Sentosa, Singapore

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Esther Tan

Global Director of Marketing and E-Commerce Plaza Premium Group

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

• Connecting marketing, e-commerce and on-ground service to deliver a consistent experience from pre-trip planning through post-travel engagement

• Leveraging customer and behavioural intelligence to personalise offers, communications and experiences across digital and physical touchpoints

• Balancing global brand consistency with local market nuance across airports, lounges and partner environments

• Measuring the commercial and experiential impact of experience-led marketing on conversion, loyalty and repeat usage

Check out the incredible speaker line-up to see who will be joining Esther.