The 5th CX Summit APAC promises to bring together CX Leaders in an exclusive and intimate setting to explore challenges and opportunities in navigating next-generation customer experience.
The Philippines is experiencing a demographic shift, with a high concentration of young, tech-savvy consumers who have elevated expectations for personalized and seamless experiences.
As e-commerce continues to grow, businesses must adapt to an omnichannel world and differentiate themselves in a saturated market. Technology adoption is no longer a plus but a necessity for businesses to stay ahead of the curve.
Supported by:
KEY THEMES
Omnichannel excellence
Integrating various channels to create a seamless customer journey
Building brand loyalty in competitive market
Strategies to foster customer loyalty and advocacy
Personalization at scale
Strategies for delivering tailored experiences to a diverse customer base
Leveraging AI and automation
How to harness the power of AI to enhance customer interactions and streamline operations
The future of work in CX
Adapting to the changing workforce and emerging technologies
KEY BENEFITS
Participation in the Summit is by invitation only, so you are guaranteed to meet decision-makers and CX leaders like yourself.
Hear from our expert speakers and thought leaders from within the country and internationally, bringing real-world case studies and practical knowledge.
Our unique format allows every attendee to get immersed in conversations and guarantees high-level interaction throughout the day.
Meet our CX Technology Partners of your choice in a 1-1 or group setting to learn innovations shaping customer experience.
PAST SPONSORS
SPEAKERS
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Melody-Lim_347x347
Mark Albert Seville – Head of Contact Center Group – SB Finance
Cherry Mae Poblete – Asst. Director for Loyalty and Rewards – Newport World Resorts
Anthony Guanzon – Chief Marketing Officer – Malayan Insurance Co.
Adrienne Heinrich – AI CoE Head, Vice President – UnionBank of the Philippines
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Guillaume Sachet – Partner, Head of Customer Practice – KPMG
Peter Redan Ramirez – Head of Rewards/Loyalty Program – Globe Telecom
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Rajesh-Grover_347x347
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Gabrielle (Gaille) Syquia – Co-Founder – Customer Experience Society of the Philippines
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Ley-Tapang-Garcia_347x347
Sherwin-Nones_347x347
AGENDA
08:30 – 10:00
Registration & Morning Refreshments
10:00 – 10:15
Welcome and BuyerForesight™ Introduction
10:15 – 10:35
Keynote Address
Staying relevant: Getting into the minds of digital-savvy customers
The landscape of customer engagement is constantly shifting, and CX and Marketing leaders face an increasingly complex challenge: evolving brand identities and crafting experiences that resonate with today’s digitally native and value-conscious consumers. This keynote dives deep into the minds of Gen Z and Millennials, exploring what drives their purchasing decisions and how brands can effectively capture their attention and loyalty.
Chief Marketing Officer & Integration Leader at Kimberly-Clark
Gaurav Gupta has more than 20 years of marketing experience building billion-dollar brands in Asia Pacific region. Currently he is CMO and Integration Leader for Kimberly Clark Softex Indonesia. Prior to KC, he led multiple roles with Procter & Gamble in Asia Pacific region.
He is passionate about building marketing talent for the future, and helping brands drive digital transformation. Recently, Gaurav has been featured in the 2024 APAC Power List for the most influential and purposeful marketers.
10:35 – 10:50
Icebreaker – Live Poll
10:50 – 11:20
CX Technology Partners Spotlight
Identifying and collaborating with the right technology partner is so crucial in the face of digital transformations and a competitive market. It may be just that missing piece of the puzzle in turning your CX strategy from good to great! In this brief session, we highlight our solution partners who are driving CX transformation across industries.
11:20 – 12:00
Keynote Panel Discussion
Navigating human-centered innovations and implications on the future of CX work
The Philippine CX industry, a global leader fueled by its vibrant workforce, now stands at a juncture. The rise of agentic AI and sophisticated machine learning presents both significant opportunities and challenges. We’re no longer just talking about chatbots; we’re discussing AI that can learn, adapt, and even initiate interactions. This panel delves into the crucial question: How do we harmonize these powerful technologies with the irreplaceable human touch that defines the local CX industry?
12:00 – 13:00
Lunch Break & Scheduled 1:1 Meetings
13:00 – 13:45
Panel Discussion
Hear from our panel of technology partners and thought leaders on everything CX. Select two-panel discussions to attend and have your questions ready for a designated Q&A session.
Track 1
Loyalty reimagined: Building brand devotees in a hyper-competitive market
Business leaders know that retaining customers is more cost-effective than acquiring new ones, but traditional loyalty programs often fall flat especially among the younger, digital-savvy generations. We’ll delve into how brands can build genuine connections, demonstrate social responsibility, and create personalized experiences that resonate with new values and expectations.
Head Of Strategy and Corporate ESG, Marketing Director at Integrated Micro-Electronics, Inc. (IMI Global)
Asst. Director for Loyalty and Rewards at Newport World Resorts
Head of Rewards/Loyalty Program – Globe Telecom
Track 2
Unlocking CX ROI: Data-driven insights for increased customer lifetime value
Data analytics is no longer novel, but many organizations struggle to translate data into tangible business results. This session will explore how CX leaders can leverage data to segment customer profiles, hyper-personalize content, and engage effectively across all channels.
Manager & Principal, Adobe Solution Consulting, Southeast Asia, Adobe
VP and Head of Customer Experience and Analytics at PLDT Global
First Vice President, Head of Digital Marketing and Omnichannel – Metrobank
Chief Marketing Officer at Malayan Insurance Co.
13:45 – 14:30
Panel Discussion
Track 1
Feedback is a gift – Developing a pragmatic feedback funnel to elevate CX and measure customer satisfaction
This panel discusses the importance of moving beyond simple surveys to capture richer insights that truly drive CX improvements. What are the practical strategies for collecting feedback at various touchpoints, analyzing data to identify actionable trends, and closing the loop to demonstrate customer-centricity?
Co-Founder – Customer Experience Society of the Philippines
Customer Experience & Consumer Insights at GoTyme Bank
Track 2
Human + digital: Orchestrating seamless CX across all touchpoints
How do we balance automation and human interaction in achieving true omnichannel integration?This session explores how CX leaders can strategically integrate all digital tools – from AI-powered chatbots and voicebots to personalized email campaigns and self-service portals – while preserving the human touch.
Vice President and Head – Customer Care Group at Meralco
Business Unit Head for Retail at 2GO Group, Inc.
Head of Contact Center Group – SB Finance
14:30 – 15:00
Lunch Break & Scheduled 1:1 Meetings
15:00 – 16:30
Knowledge Carousel
During this session, attendees will be sorted into groups of 12- 15 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.
Charting the course towards ‘Total Experience’ by seamlessly integrating customer, employee, and user journeys
Partner, Head of Customer Practice at KPMG
How to turn customer service from a transactional to transformative experience
Head of Customer Experience at AboitizPower
Beyond the logo: How your brand purpose & story can build unshakable loyalty
The future of customer communication: An omni-channel approach
16:30 – 17:00
Peer Connect Session & Scheduled 1-1 Meetings
17:00 – 19:00
Networking Cocktails and Canapes Reception
WHO WILL YOU MEET
The summit is designed for Chiefs, Heads, and Directors/VPs of the following functions
REGISTRATION
Participation in the Summit is by invitation only and limited to up to 100 attendees to ensure an optimal and exclusive experience for our attendees. All registrations will be reviewed and are subject to approval.
We offer complimentary access to end-user companies on a selective basis. Request an invite and we will get back to you on your registration.
Standard Pass
USD $299
- Access to All Sessions and Networking Receptions.