Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
Nicholas Kontopoulos
Vice President of Marketing, Asia Pacific & Japan Twilio17 June 2026 | Main Conference Day 1
10:40 AM Technology Tunnel Vision: Why Better CX Requires More Than Better Tech
The most common mistake in CX transformation isn't choosing the wrong technology. It's reaching for technology before the harder work is done.
Across industries, organisations rush toward platforms, AI, and automation in search of a shortcut, while the real barriers sit upstream: misaligned stakeholders, fragmented processes, and teams that aren't set up to deliver on the brand promise in the first place. Until those fundamentals are addressed, more technology means more complexity, not more progress.
Real transformation starts with a clear view of the customer, and builds outward from there. People need the context and capability to act. Processes need to be designed around outcomes, not legacy habit. And technology, when it finally enters the picture, should amplify what good already looks like rather than paper over what doesn't work.
Check out the incredible speaker line-up to see who will be joining Nicholas.
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