The 5th CX Summit APAC brought 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.
Snippets from the summit
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 was by invitation only, with a guarantee to meet decision-makers and CX leaders.
Our expert speakers and thought leaders from within the country and internationally, discussed real-world case studies and practical knowledge.
This unique format allowed every attendee to get immersed in conversations and have high-level interaction throughout the day.
The participants met our CX Technology Partners of their choice in a 1-1 or group setting to learn innovations shaping customer experience.
Our gold sponsor
Changing the world through personalized digital experiences. Adobe empowers everyone, everywhere to imagine, create, and bring any digital experience to life.
Our silver sponsors
Zendesk’s purpose-built platform enhances service by combining automation and human insight for seamless interactions.
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.
Media and supporting partners
Speakers
Liyo Lagazon
Anthony Guanzon – Chief Marketing Officer – Malayan Insurance Co.
Ma. Victoria A. Llenado – Section Head, Patient Care, St. Luke’s Medical Center
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Mae Jarilla-Barit
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Natasha Caluza
Marisol C. Salud
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Peter Redan Ramirez – Head of Rewards/Loyalty Program – Globe Telecom
Eric Riego de Dios – Chief Transformation Enabler & HR Influencer
Sushil Katdare
Sherwin-Nones_347x347
Blessie Cruz
Coleen-Calapis
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Sherwin Que
Chin Wee Ko
Dr. Adrienne Heinrich – AI CoE Head, Senior Vice President at Union Bank of the Philippines
Gabrielle (Gaille) Syquia – Co-Founder – Customer Experience Society of the Philippines
Agenda
08:30 – 9:30
Registration & morning refreshments
9:30 – 9:35
Welcome and BuyerForesight™ introduction
9:35-10.00
Chairperson’s opening remarks & icebreaker
10.00 – 10:15
Keynote
How CX leaders earn their seat at the table
10:15 – 11:00
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?
Senior Assistant Vice President, Head – Data Analytics, Business Transformation, and Innovation at Megaworld Corporation
11:00 – 11:30
Networking break & 1-1 meetings
11:30 – 11:45
CX technology partners spotlight
11:45 – 12:30
Panel discussion
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.
12:30 – 13:30
Lunch break & scheduled 1:1 meetings
13:30 – 15:00
Knowledge carousel
During this session, attendees will be sorted into groups of 10- 12 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and move to the second discussion after 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions and share their personal insights.
1. Advancing through the levels of CX orchestration
Join an interactive discussion with peers as we explore the different levels of CX orchestration, from reactive to predictive, and what it takes to advance along the journey. Together, we’ll share challenges, successes, and practical insights on how AI and empathy can work hand-in-hand to transform customer interactions.
2. How to turn customer service from a transactional to transformative experience
Our expert moderator will facilitate a discussion around how leaders can shift from servicing to a holistic CX view and share a 5-pillar framework to digitalizing CX and service delivery. This is an opportunity to share experiences with one another while getting fresh insights on customer service.
3. Beyond NPS – making the most out of customer feedback for business value
This roundtable explores how to leverage diverse customer feedback—beyond the single NPS number—to drive business value. Join our moderator in discussing how we can create a culture where feedback from every customer, directly informs and improves products, services, and business growth.
4. Agentic AI & the future of customer communication
Join the discussion on how Agentic AI will revolutionize customer communication. Led by our expert moderator, this is an exciting opportunity to explore with peers the shift from reactive chatbots to proactive AI agents that can anticipate needs, orchestrate cross-system workflows, and elevate human agents to more empathetic and strategic interactions.
5. Bridging the gap: How data-driven digital marketing creates a seamless customer experience
In today’s landscape, marketing and customer experience can no longer operate in silos. Join the conversation with our moderator as she discusses how data-driven digital marketing can be the engine that drives a truly seamless, end-to-end customer experience.
15:00 – 15:30
Networking break & scheduled 1:1 meetings
15:30 – 16:15
Panel discussion
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)
16:15 – 17:00
Panel discussion
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.
Ma. Victoria A. Llenado
Section Head, Patient Care – St. Luke’s Medical Center
17:00
Closing remarks & end of summit
Who the participants met
The summit was designed for Chiefs, Heads, and Directors/VPs of the following functions
Past sponsors
