2nd Annual CX Global Summit Philippines 2025

Main Conference Day 1

Opening Keynote:  The Future of CX in Digital–First World 

A visionary keynote exploring global CX trends, emerging technologies, and shifting consumer expectations in 2025 and beyond 

Live Demo:  Voice of the Customer Live 

• A live demo presenting live customer feedback analysis, showcasing how to turn insights into actionable strategies 

Panel Discussion:  Customer Experience Transformation: Stories from the Frontlines 

• Industry leaders will share successful CX transformation stories 

• Discussion on overcoming organizational resistance to change 

Networking Tea Break 

Stream 1: Next-Level AI for Omnichannel Journeys

• Discover ways to integrate data across channels to provide a 360-degree customer view.
• Learn why seamless channel transitions enhance loyalty.
• See how AI addresses modern omnichannel challenges, ensuring cohesive experiences as customer behaviors grow more complex.

Stream 2: Moving Beyond NPS: The Next Evolution in Measuring Customer Loyalty

• Learn why NPS remains crucial but insufficient as a standalone metric in 2025.
• Explore how to integrate CES (Customer Effort Score) and CLV (Customer Lifetime Value) alongside NPS for deeper insights.
• Discuss how brands adapt NPS in a digital-first, AI-driven environment.

Steam 1: Predictive Analytics: Anticipating Customer Needs Before They Arise

• Learn how predictive models can identify at-risk customers and engage them before churn occurs.
• How to avoid pitfalls in interpreting and acting on data insights.
• Implementing real-time alerts for proactive engagement.

Stream 2: From Multi-Channel to Omnichannel: How Contact Centers Are Adapting in 2025

• Learn the difference between multi-channel support and true omnichannel CX, and why the latter is essential for modern contact centers.
• Gain practical steps to transition from multi-channel to omnichannel and stay ahead in the competitive CX landscape.
• Learn how changing customer behaviors and expectations are shaping the next generation of contact center strategies.

Stream 1: Generative AI in CX: New Frontiers and Practical Limits

• Explore the potential and limitations of generative AI for customer service.
• Addressing the challenge of maintaining brand authenticity and creativity while using generative AI.
• Explore how to identify tasks where generative AI adds the most value.

Lito Villanueva, Chief Innovations & Inclusion Officer, Rizal Commercial Banking Corp 

Stream 2: Redefining Agent Metrics to Focus on Customer Success Over Speed

• Discuss why average handle time (AHT) is losing relevance in 2025.
• Learn how redefining metrics allows agents to deliver more personalized and impactful customer interactions without feeling pressured by time constraints.

Stream 1: Bringing Customer Engagement to Life with AI Visual Tools

• How can AI-powered image and video analysis improve customer service interactions, such as using facial recognition for personalized experiences?
• Can visual data provide insights that text or voice-based data cannot, such as in product recommendations or in-store experiences?
• Understand how machine learning algorithms enhance the precision of visual search technologies, ensuring faster and more relevant results for customers.

Stream 2: Creating Loyalty Moments Through Every Contact Center Interaction

• Learn why small gestures during support calls lead to big loyalty gains.
• Explore strategies for identifying and acting on loyalty-building opportunities.
• Discuss why consistent service excellence builds emotional connections.

Stream 1: Conversational AI: Merging Automation with Empathy

• Explore how advanced Natural Language Processing (NLP) models are being used to create chatbots that can simulate human-like interactions.
• Learn how cultural nuances help build effective chatbot interactions.
• How to balance conversational AI by incorporating emotional intelligence and adapting responses based on customer sentiment, and using personalized communication.

Stream 2: Embracing the Rise of Self-Service in Contact Centers

• Discuss how self-service tools like knowledge bases, chatbots, and virtual assistants enable customers to resolve issues independently.
• Learn strategies for seamlessly transitioning customers from self-service to live support when needed, ensuring a smooth experience that prioritizes efficiency and empathy.
• Explore why customer satisfaction hinges on empowering users to solve problems themselves.

Stream 1: Implementing AI-Powered Fraud Prevention Tools Without Sacrificing Seamless CX

• Explore AI’s role in identifying suspicious patterns during transactions.
• Learn how to minimize disruptions to customers while enhancing security.
• Discuss examples of real-world fraud prevention systems.

Stream 2: Upskilling Agents for Hybrid Roles in the AI-Augmented Workforce

• Learn why continuous learning is critical for contact center teams.
• Explore upskilling programs focused on tech, soft skills, and problem-solving.
• Discuss the benefits of hybrid roles for future-ready agents.

Roundtable

With 3 interactive roundtable topics on pressing issues, delegates will rotate at each session and be able to participate and deep dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leadership from the subject matter experts at each table 

Table 01:  AI Meets the Metaverse: Shaping Virtual Customer Experiences for the Future 

• Learn how different industries/brands leverage AI to create immersive, interactive environments 

• Explore the role of virtual assistants in metaverse shopping or service centers 

• Discuss early adoption trends and ROI opportunitiees 

Table 02: AI in Financial Decision-Making: Balancing Speed and Accuracy 

• Discover how AI analyzes vast datasets to offer instant loan approvals and credit scoring 

• Explore the risks of over-reliance on AI, including errors from incomplete datasets or algorithm biases 

• Discuss best practices for combining AI insights with human oversight to ensure accuracy and fairness 

Table 03: Designing Unique Experiences with the Art of Hyper-Personalization 

• Explore the increasing expectations of customers on hyper-personalized experience at every touchpoint, whether online, in-store, or through customer service 

• Learn about innovative personalization tactics used in e-commerce and service industries. From personalized product recommendations to dynamic service offerings 

Table 01: Industry-Specific NPS Benchmarks: Tailoring Success Metrics for Your Business 

• Learn what constitutes a “good” NPS in industries like tech, retail, and finance 

• Explore regional benchmarks for the Philippine market and how cultural nuances affect results 

• Discuss how brands exceed industry norms to set themselves apart 

Table 02:  Selling with a Smile: Upselling and Cross-Selling Tactics That Work 

• Learn how to position upselling and cross-selling as helpful suggestions rather than pushy sales tactics 

• Explore strategies to identify the right moment to upsell or cross-sell without disrupting the customer journey 

• Equip agents with tools and scripts that make up selling and cross-selling natural and conversational 

Table 03: Contact Centers and Omnichannel Communication: Expanding Customer Reach 

• Discover methods to include trending platforms like WhatsApp, TikTok, and Instagram Direct into omnichannel communication strategies, ensuring you meet customers where they already engage most actively 
• Learn how to maintain a unified customer experience by synchronizing messages, responses, and data across traditional and emerging channels, preventing gaps in service quality 

Stream 1: Enhancing Customer Sentiment Tracking Using Emotion AI for Real-Time Adjustments

• Dive into Emotion AI’s ability to sense and adapt customer moods from voice, text, and facial cues in real time.
• Learn why Emotion AI is a game-changer for industries relying on voice interactions.
• Discuss its integration into existing CX systems for maximum impact.

Stream 2: Enhancing Accessibility in Contact Centers for an Inclusive Customer Experience

• Discover how to make contact centers accessible for differently-abled customers.
• What are the tools that cater to visual, hearing, and mobility-impaired clients?
• Discuss inclusivity as a growing priority in the Philippine market.

Stream 1: Ethical Considerations for AI in CX: Transparency, Bias, and Customer Trust

• Discuss how to identify and mitigate algorithmic biases in AI models that may result in unfair or discriminatory outcomes.
• Learn strategies for fostering trust with customers by being transparent and ensuring clear communication about how AI technologies are used in their experiences.

Stream 2: Engaging Agents Through Gamification: Enhancing Retention and Job Satisfaction

• Discover how introducing game-like elements such as leaderboards, rewards, and challenges keep agents engaged and motivated.
• Learn how gamification fosters a positive work environment by making routine tasks more enjoyable and rewarding.

Stream 1: AI-Driven Crisis Management: Supporting Customers in High-Stress Situations

• Discuss how AI prepares businesses for unexpected customer surges.
• Explore tools that streamline communication during disasters.
• Learn how to maintain empathy in crisis management workflows.

Stream 2: Mobile-First CX: Adapting to Increased Use of Mobile Gadgets

• Learn why mobile-first design is essential for apps, IVRs, and chat experiences and the need to prioritize mobile-friendly interfaces, responsive designs, and fast-loading pages to meet customer expectations.
• Understand strategies for creating a unified experience where customers can start interactions on mobile devices and continue seamlessly on other channels.

Closing Remarks from the Chairperson

Main Conference Day 2

Opening Remarks from the Chairperson

End-to-End Customer Journey Mapping: A 2025 Approach 

• Learn how to effectively map and visualize customer interactions across physical, digital, and hybrid touchpoints in 2025, ensuring seamless tracking of the entire journey 

• How to capture nuanced Customer Journeys in 2025 

• Explore why real-time journey mapping is critical for adaptive CX strategies

The New VoC Strategy: How to Act on Customer Feedback Quickly 

• Explore why real-time analytics revolutionizes feedback utilization 

• Discuss strategies for closing the feedback loop with customers and how this practice leads to stronger customer retention and loyalty 

• Why Does Transparency in Action Build Trust with Customers? 

Panel Discussion: Brands Taking a Stand—When and How to Communicate Political Values 

• Discussing the impact of brand activism on customer loyalty 

• Exploring when speaking out aligns with brand identity and customer expectations 

• Examining global examples of successful (and failed) brand advocacy 

Case Study Session: Discover how Oona Insurance bridges EX, DX and CX for a more holistic approach to business strategys

• Learn how EX positively impacts DX and CX outcomes
• Leveraging on data in understand and improve all three experiences synergy
• Strategies for aligning EX, DX, and CX for cohesive brand messaging
• The role of leadership in shaping a customer centric ecosystem with all stakeholders

John Jeneress Carino, Head of Customer Experience, Oona Insurance 

Beyond the Map: Turning Insights into Action 

• Explore practical steps to transform insights from journey mapping into actionable strategies that drive measurable business outcomes 

• Learn how to identify and prioritize critical customer pain points from journey mapping, and determine the most effective changes to enhance the overall customer experience 

• Understand why journey mapping needs to be continuously updated to keep pace with shifting customer expectations, ensuring that CX strategies remain relevant and impactful 

Revisiting Metrics: Are Your CX Success Indicators Outdated? 

• What role do traditional metrics like NPS and CSAT play in today’s complex customer journey? 

• How can businesses define success using more nuanced metrics that capture deeper customer engagement? 

• Are current industry benchmarks aligned with evolving customer expectations? 

Real-Life Success Stories in Personalization: From Data to Delight 

• How to successfully leverage data to create highly personalized customer experiences, and strategies behind success 

• How to enable dynamic recommendations based on real-time data 

• Discuss the challenges when scaling personalized customer experiences and explore the opportunities for growth through effective use of data, AI, and automation

Digital Detox and Human-Centric CX: Meeting Customers Where They Are 

• Dive into why some customers prefer offline or low-tech solutions 

• Explore how brands maintain engagement with customers seeking digital balance 

• Discuss how shifting consumer behaviors, such as increased demand for personalization and social responsibility, require loyalty programs to evolve to stay relevant 

Roundtable

With 3 interactive roundtable topics on pressing issues, delegates will rotate at each session and be able to participate and deep dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leadership from the subject matter experts at each table 

Table 01: Industry-Specific NPS Benchmarks: Tailoring Success Metrics for Your Business 

• Learn what constitutes a “good” NPS in industries like tech, retail, and finance 

• Explore regional benchmarks for the Philippine market and how cultural nuances affect results 

• Discuss how brands exceed industry norms to set themselves apart 

Table 02:  AI Meets the Metaverse: Shaping Virtual Customer Experiences for the Future 

• Learn how different industries/brands leverage AI to create immersive, interactive environments 

• Explore the role of virtual assistants in metaverse shopping or service centers 

• Discuss early adoption trends and ROI opportunities 

Table 03: Contact Centers and Omnichannel Communication: Expanding Customer Reach 

• Discover methods to include trending platforms like WhatsApp, TikTok, and Instagram Direct into omnichannel communication strategies, ensuring you meet customers where they already engage most actively 

• Learn how to maintain a unified customer experience by synchronizing messages, responses, and data across traditional and emerging channels, preventing gaps in service quality 

Networking Tea Break

The Art of Emotional Storytelling in CX: Connecting with Customers Beyond Transactions 

• How to use emotional storytelling to create stronger connections with customers, turning them into loyal advocates 

• Explore the role of storytelling in creating memorable, impactful experiences that leave lasting impressions and foster a deeper sense of brand affinity 

• How to master the art of crafting compelling stories that speak directly to your audience’s values, emotions, and aspirations 

CX Beyond Borders: Global Strategies for the Modern Consumer 

• Discover why globalization demands CX standardization with regional customization 

• How to Bridge Cultural and Operational gaps in Customer Experience? 

• Discuss strategies for addressing international customer challenges effectively 

CX Resilience in Crisis: Lessons from Recent Disruptions 

• Learn strategies that allow brands to maintain exceptional customer experiences even in the face of unexpected disruptions, ensuring business continuity and customer satisfaction 

• What lessons can be learned from organizations that thrived during crises in recent years? 

• Understand how building resilience into your CX strategy can differentiate your brand and provide a significant competitive edge, especially when facing ongoing global uncertainty and rapid market shifts 

Closing Remarks from the Chairperson 

Closing Remarks from Fortinus Events

End of Summit