Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
Kelly Yoong
CDO & Director Sentosa Development Corp18 June 2026 | Main Conference Day 2
9:10 AM Case Study | From 1.6 to 4.3 CSAT: Sentosa's Approach in Value Realisation with AI
As a tourism precinct that serves 17m visitors annually, Sentosa leverage AI across Experience, Operations and Staff for impact and value creation at a precinct level. In this session, we will share how AI is used as an enabler of value:
- Application of GenAI across guest experience, operations and staff enablement to reduce friction, improve access to information and support better decision-making at scale.
- Using GenAI to handle high-volume, repeat guest enquiries such as wayfinding, maps and general information, freeing frontline teams to focus on higher-value interactions.
- Building trust and confidence in GenAI through strong governance, clear guardrails and stakeholder alignment in a public-sector environment.
- Delivering measurable impact by contributing to a CSAT uplift from 1.6 to 4.3 within months of deployment while bringing internal teams and island partners on the transformation journey.
Check out the incredible speaker line-up to see who will be joining Kelly.
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