All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
Kalpana Jha
Regional Technology Director for Asia Manulife
Kalpana Jha is a seasoned technology professional currently serving as the Regional Technology Director for Asia at Manulife. Prior roles include Head of Business Partner Distribution Excellence and Owner of Business System at Singlife with Aviva, where responsibilities involved managing cross-functional teams and overseeing various technology solutions, including CRM, automation, and workflow solutions. Kalpana Jha previously worked as a Platform Manager at Prudential Assurance Company Singapore, focusing on business process consulting and system integrations. Earlier experience at Mphasis included leading projects for digital banking platforms and data aggregation solutions. Kalpana Jha holds a Bachelor of Engineering in Computer Science and Software Engineering from the Central Board of Secondary Education.
Day One
11:00 AM Strategy Behind Cloud-Led CX Transformation
As organizations accelerate their digital journeys, the role of cloud technology in redefining customer experience (CX) has never been more critical. In this session, Jay Kumar, Global Head for Solution Business at Tecnomic, will present the strategic roadmap for achieving a truly cloud-led CX transformation, with contributions from AWS and Manulife.
Key takeaways:
- Explore modernization blueprints that align people, processes, and platforms
- Discover how an organized, phased approach enables a seamless transformation journey from strategic planning and pilot implementation to enterprise-wide scale, optimization and enhancement
- Gain insights into metrics and KPIs that measure transformation success
- Hear practical perspectives on overcoming barriers to CX modernization
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