2nd Annual CX Global Summit Philippines 2025

Main Conference Day 1

Registration and Refreshments

Welcome Address by Fortinus Events

Opening Remarks from the Chairperson

Marlon Soria, Head of Customer Experience, FWD Insurance

BPI’s Customer Delight Journey – Transforming BPI to a Customer Obsessed Culture

• The importance of CX transformation
• Shifting to a customer-centric culture
• Key to success: Importance of unified leadership in driving meaningful change
• Overcoming CX challenges: Strategies and insights on navigating common obstacles in the customer experience journey

Mary Catherine Elizabeth P. Santamaria, Chief Customer & Marketing Officer, Bank of the Philippine Islands

C-Level Panel Discussion: Strategic Leadership in Shaping Exceptional Customer Experience (CX)

• • Aligning CX with business goals and establishing key metrics for measuring CX success at the top level
  • Leveraging technology for CX transformation while ensuring effective integration with existing operations
  • Building a customer-centric culture that prioritizes customer satisfaction, from top-level leadership down to front-line employees
  • Future-proofing CX strategies by planning and innovating CX strategies to remain competitive and adaptable in the long term
  • Finding the sweet spot in CX investment levels to meet the expectations of the business without losing economic value due to ineffective investments

Moderator:
Marlon Soria, Head of Customer Experience, FWD Insurance

Panelists:
Anuj Aggarwal, Chief Executive Officer, Canon Marketing Philippines

Mary Catherine Elizabeth P. Santamaria, Chief Customer & Marketing Officer, Bank of the Philippine Islands

Venn Jude Francisco, Chief Experience Officer, Metro Pacific Tollways Corporation

AI Powered Quality Management: Ensuring 100% Audits, Compliance, and Agent Growth  

Discover how AI eliminates the limitations of manual sampling by analyzing 100% interaction in real-time, ensuring complete quality control. 

• • Explore how businesses leverage AI to manage compliance across high-volume interactions while reducing manual effort and operational risk.
  • See how organizations use AI to create a culture of growth, boosting agent confidence, reducing attrition, and improving overall CX.

Vishwa Pratap, Vice President- Global Sales, Omind

Sidhant Madan, Product Manager, Omind

Networking Tea Break

(AI) The Convergence of AI and CRM: The Future of Sales and Customer Experience

• • Learn how AI is changing the way businesses create and sustain good customer relationship
  • Leveraging AI to coordinate multi-channel communication and improve customer engagement seamlessly
  • Benefit from customer process automation and allow frontline focus on the more impactful task
  • Discussing on the challenges of AI integration in CRM due to poor data quality and data security concerns

Wil Sarmiento, Head of Customer Lifecycle, Globe Telecom

Revolutionizing Business with CXaaS and Generative AI

• • Exploring how CXaaS model is transforming customer interactions, business operations and how it benefits your organization
  • Leveraging on Generative AI in contact centers to enhance engagement & efficiency
  • Discovering the impact of Gen AI and CXaaS in customer service roles to balance automation with human empathy for superior customer experiences
  • Benefitting from multiple touchpoint predictive analytics for feedback and continuous improvement

Joao Gaspar, VP of Global Services, Talkdesk

(AI) Generative AI in CX: New Frontiers and Practical Limitations

• • 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.

Networking Lunch Break

Strategies for Winning Customer Experience (CX) Buy-Ins Across Your Organization

• • Speaking in their language to demonstrate how improved CX goals can align with business objectives to gain executive support
  • Proving that CX ROI is real through a concrete example
  • Going beyond metric reporting and working toward feedback-inspired work

Gaille Syquia, Asia Regional Leadership Council, CXPA

Personalization at Scale: How MarTech is Revolutionizing Customer Experiences

• • Explore how marketing technology enables hyper-personalized experiences across multiple touchpoints.
  • Discuss AI-driven tools, data analytics, and automation in creating tailored customer journeys.

Abigail Anthony, Account Executive, CleverTap

(CX) Empowering Customer Service Representatives to Drive Exceptional Customer Experience

• • Building a customer-centric mindset by aligning representative goals with customer satisfaction
  • Equipping representatives with knowledge and tools and integrating technology to streamline workflows and reduce response time
  • Fostering ownership and accountability by empowering reps with the autonomy to resolve customer issues and take ownership of customer interactions
  • Promoting emotional intelligence and soft skills to ensure reps can handle diverse customer interactions
  • Leveraging feedback both from customers and peers to enhance performance and assess the effectiveness of empowerment strategies

Sheryl Coronel, GBS Operations Director, UPS

Roundtable

With 4 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: Leveraging AI to Optimize Contact Centre KPIs 

In today’s fast-paced customer experience landscape, artificial intelligence (AI) is transforming how contact centres operate, delivering measurable improvements across key performance indicators (KPIs).  This round table discussion will explore how AI-powered tools and technologies enhance metrics like abandonment rate, containment rate, CSAT, average wait time, average handling time, first call resolution, and many others. 

Participants will delve into real-world applications of AI, including AI-driven virtual assistants for reducing wait times and lowering abandonment rates, sentiment analysis for improving customer satisfaction, and intelligent routing to ensure efficient handling of customer inquiries.  The conversation will focus on overcoming challenges in adopting AI and share success stories and practical strategies to achieve operational excellence and elevate customer experiences.  

Join this session to gain actionable insights into how AI can revolutionise your contact centre’s performance and drive long-term success.  

Moderator:
Simon Horrocks, Vice President of Sales – APAC, Talkdesk

Facilitator:
Joachim Fong, Account Executive, Talkdesk

Table 02: AI in CX Group Therapy – Turning Hype into Action 

AI is everywhere in CX conversations, but most companies are still stuck in the “storytelling” phase—talking about AI rather than making it work for them. This roundtable is not another discussion about AI’s potential. Instead, it’s a candid, no-hype conversation about the real challenges teams face when trying to move from AI ambition to AI action. 

Join us for a group therapy session where we’ll tackle the human, cultural, and operational barriers to actually implementing AI in CX. No sales pitches. No buzzwords. Just an open conversation about what’s working, what’s breaking, and what’s keeping leaders up at night.

Moderator:
Eric Weight, VP Solutions & Consulting APAC, InMoment

Facilitator:
Roxannie Alejo, Head, Center of Patient Experience, The Medical City

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, from personalized product recommendations to dynamic service offerings

Moderator:
Marc-Antoine Hager, Head of APAC, CleverTap

Facilitator:
Ram Joseph Colot, Associate Director-Patient Experience, St. Luke’s Medical Center

Table 04: Contact Centers and Omnichannel Communication: Expanding Customer Reach

• • 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, from personalized product recommendations to dynamic service offerings

Moderator:
Vishwa Pratap, Vice President- Global Sales, Omind

Facilitator:
Pankaj Dhanuka, CEO, Fusion CX Limited 

Networking Tea Break

Six Key Steps to CX Transformation: Unlocking the Full Potential of Customer Experience 

In the rapidly evolving world of customer expectations, CX transformation isn’t just a nice-to-have—it’s a must for sustainable business growth. Join InMoment’s VP Solutions & Consulting APAC, Eric Weight, as he unveils the blueprint for an award-winning CX transformation that drives real, measurable results. 
In this session, you’ll discover: 

• • A six-step framework for continuous CX improvement that will empower you to deliver lasting change.
  • Proven strategies for aligning your CX program with financial metrics and strategic business goals, ensuring tangible ROI.
  • Actionable tips to inspire and mobilize employees across all levels of your organization
  • Real-life success stories from top-tier CX programs from the Philippines and globally

Eric Weight, VP Solutions & Consulting APAC, InMoment

(CX) 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

Mark Anthony Munsayac, Head of Customer Experience, Philippine Airlines

Closing Remarks from the Chairperson

Marlon Soria, Head of Customer Experience, FWD Insurance

Main Conference Day 2

Registration and Refreshments

Welcome Address by Fortinus Events

Opening Remarks from the Chairperson

Mark Albert Seville,  Head of Contact Center Group, SB Finance

Case Study Lesson: Learn How Canon Revitalize Brick & Mortal Retail Through Canon Image Square initiative in the Age of E-Commerce

• • Discovering how brick and mortar retail can stay competitive in the digital age by offering unique, tactile and sensory experience
  • Leveraging on technology to enhance customer experience and retention
  • Integrating omnichannel to personalize in-store experience from online customer data
  • Improving from lessons learnt throughout the initiative and future plans to further improve customer experience

Anuj Aggarwal, Chief Executive Officer, Canon Marketing Philippines

Case Study Lesson: Learn How Singlife Leverage Technology to Empower Customer Journey Through Singlife Plan & Protect App

• • Leveraging on customer data to offer tailored product recommendations and personalized promotions
  • Enhancing engagement and customer retention by integrating personalized gamification and loyalty programs
  • Integrating AI for in-app messaging to provide direct customer support and enhance communication efficiency
  • Benefitting from easy access to real-time customer feedback for continuous improvement

Lester Cruz,  Chief Executive Officer, Singlife

Enhancing Citizen Experience Through eGovPH app  

• • Present on leveraging technology to streamline with other ministries and enhance citizen experience
  • Showcase the services included in the eGovPH app
  • Discuss the benefit and goal of the said services to enhance public service

Delia Eleazar Basada,  Chief of the eGovernment Program Management Division, Department of Information & Communications Technology 

Maximizing VoC: From Tactical Inputs to Strategic Outputs

• • The importance of Voice of the Customer (VoC): Emphasizing why gathering and understanding customer feedback is crucial for GCash
  • Transforming VoC data into actionable insights: Discussing the methodologies and processes used to analyze customer feedback and extract relevant information
  • Tactical inputs: How specific customer feedback and data points are collected and used to address immediate customer concerns and improve customer support
  • Strategic outputs: How VoC insights are used to drive broader business decisions, influence product development, and shape the overall customer experience strategy

Joanne Avendano,  Head of Customer Experience, GCash

Networking Tea Break

CX In Healthcare Panel Discussion: Real-Time Customer Feedback: Harnessing Technology for Immediate Action and Continuous Improvement 

• • Leveraging AI and automation for instant feedback collection across various touchpoints
  • Integrating feedback into actionable insights that drive immediate improvements and long-term strategy
  • Real-time feedback loops and agility to establish a rapid-response system for addressing customer concerns in real time
  • Personalizing customer interactions using feedback data to understand customer expectations preferences and pain points

Moderator:

Glenn Ong,  Director of Customer Experience, Cebu Pacific Air

Panelists:

Marilen Tonqued-Lagniton, Patient Experience Consultant, Cardinal Santos Medical Center

Ram Joseph Colot, Associate Director-Patient Experience, St. Luke’s Medical Center

Hennesy Lou Miranda,  Marketing & Patient Experience Director, Asian Hospital & Medical Center

Roxannie Alejo, Head, Center of Patient Experience, The Medical City

Roundtable

With 4 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: Leveraging AI to Optimize Contact Centre KPIs 

In today’s fast-paced customer experience landscape, artificial intelligence (AI) is transforming how contact centres operate, delivering measurable improvements across key performance indicators (KPIs).  This roundtable discussion will explore how AI-powered tools and technologies enhance metrics like abandonment rate, containment rate, CSAT, average wait time, average handling time, first call resolution, and many others. 

Participants will delve into real-world applications of AI, including AI-driven virtual assistants for reducing wait times and lowering abandonment rates, sentiment analysis for improving customer satisfaction, and intelligent routing to ensure efficient handling of customer inquiries.  The conversation will focus on overcoming challenges in adopting AI and share success stories and practical strategies to achieve operational excellence and elevate customer experiences.  

Join this session to gain actionable insights into how AI can revolutionise your contact centre’s performance and drive long-term success.  

Moderator:
Simon Horrocks, Vice President of Sales – APAC, Talkdesk

Facilitator:
Sang Hwang, Account Executive, Talkdesk

Table 02: AI in CX Group Therapy – Turning Hype into Action

AI is everywhere in CX conversations, but most companies are still stuck in the “storytelling” phase—talking about AI rather than making it work for them. This roundtable is not another discussion about AI’s potential. Instead, it’s a candid, no-hype conversation about the real challenges teams face when trying to move from AI ambition to AI action.

Join us for a group therapy session where we’ll tackle the human, cultural, and operational barriers to actually implementing AI in CX. No sales pitches. No buzzwords. Just an open conversation about what’s working, what’s breaking, and what’s keeping leaders up at night.

Moderator:
Eric Weight, VP Solutions & Consulting APAC, InMoment

Facilitator:

Marichelle Almario, DPO and Head, Consumer Protection and Experience Management Division, Philippine Bank of Communications

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, from personalized product recommendations to dynamic service offerings

Moderator:
Wei Li Saw, Regional Marketing Manager, SEA, CleverTap

Facilitator: 
Francis Chiu, FVP – Head of Consumer Banking Applications, BDO Unibank

Table 04: 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

Moderator:
Vishwa Pratap, Vice President- Global Sales, Omind

Networking Lunch Break

(CX) 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

Mark Albert Seville,  Head of Contact Center Group, SB Finance

Case Study Session: Learn How Sun Life Enhance Their CX Journey with the Latest Technology Integration

• • Exploring the Implementation of Metaverse in Customer Experience
  • Leveraging on AI and Robotic Process Automation in CX and contact centers
  • Incorporating Gen AI to improve customer satisfaction and retention via Sun Life Ask virtual assistant

Lowell Tortona,  Head of Digital & Engineering, Sun Life Financial

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

Glenn Ong,  Director – Customer Experience, Cebu Pacific Air

Closing Remarks from the Chairperson

Mark Albert Seville,  Head of Contact Center Group, SB Finance

Closing Remarks from Fortinus Events

Networking Tea Break & End of Summit