CX Global Summit Philippines 2024

16 -17 April 2024, Manila, Philippines

The Philippines’ #1 Customer Experience Platform

Driving Change for the Next Generation of Customers

The CX Global Summit, Philippines 2024 held on 16 – 17 April in Manila is a transformative gathering at the forefront of customer-centricity. This summit is not just an event; it’s a nexus of ideas, innovation, and inspiration.

Join Chief Customer Experience Officers and Directors as they delve into the heart of customer experience excellence, where industry pioneers and forward-thinkers converge to explore the latest trends, strategies, and technologies reshaping the CX landscape. Through insightful discussions, engaging workshops, and invaluable networking opportunities, this platform will navigate the evolving customer journey and unlock the keys to unparalleled customer satisfaction.

Discover the power of empathy, technology, and human-centric design in crafting experiences that resonate and drive lasting connections. Immerse yourself in this dynamic exchange of knowledge, where collaboration cultivates groundbreaking solutions and sets new benchmarks for CX excellence.

We're back for the 2nd Annual CX Global Summit!

Speakers

Rick T. Medeiros

SVP, Digital Transformation & Enterprise Architecture, PJ Lhuillier Group of Companies

Lionel Gacad

Chief Experience Officer, GoTyme Bank

Mylene Santos

Assistant Vice President & Head of CX Success Management, GCash

Anuj Aggarwal

President & CEO, Canon Marketing (Philippines), Inc.

Ray C. Berja

Chief Financial Officer, Philippines AirAsia, Inc.

Katrina Bornilla

Senior Account Executive, Zendesk

Venn Jude Francisco

Chief Experience Officer, Metro Pacific Tollways Corporation

John Jeneress Cariño

AVP, Head of Customer Experience, OONA Insurance Philippines

Eric Weight

VP of Solutions Consulting, APAC, InMoment

Tara Cabullo

Head of Customer & Investments Digital Experience, GCash

Paolo Salcedo

Head of Virtual Banking, Maybank

Rona Rubis

Customer Experience Manager, Schneider Electric

Christopher Connolly

Solution Architect, Twilio

Sam Tolentino

Head of Training, Quality and VOC – Client Engagement Solutions Group

Melody Lim

Head of Customer Experience, Aboitiz Power

Dan Villaroman Ramirez

Senior Vice President – Head of Transformation Office, ING

Janine Dueñas

Customer Excellence Lead (APAC), Emma – The Sleep Company

Hazel Montano-Zamora

CX Design Head, AIA Philippines

Godfrey Santos

Assistant Vice President – Head of Customer Experience, PETNET Inc.

Nikka Angeles

Head of Total Experience Assurance & Advocacy, GCash

Dante Ang

Chairman & CEO, The Manila Times

Abigail-Ho Torres

AVP/ Head of Customer Experience, Maynilad Water Services Inc

Erville Magtubo

Vice President and Head – Customer Care Group, MERALCO

Jezreel Teng

Enterprise Account Executive, APAC, CleverTap

Peter Coulson

GM Customer Experience, MDI Novare

Bobby Marquez

Account Executive, TALKDESK

Lea Garcia

Vice President, Customer Experience & Digital Enterprise Capability Management, PLDT Global

Agenda

16 April 2024	Main Conference Day 1
08:15	Registration and Refreshments
09:00	Welcome Address by Fortinus Events
09:15	Opening Remarks from the Chairperson Rick T. Medeiros, SVP, Digital Transformation & Enterprise Architecture, PJ Lhuillier Group of Companies (Cebuana Lhuillier)
09:30	Human-Centric AI Integration: Redefining Customer Service Through Human-AI Synergy Delve into the concept of GoTyme Bank being the antithesis to the rush towards AI dominance Learn how GoTyme Bank is pioneering a customer service approach by integrating AI technology with human agents to provide outstanding customer experience Learn how to utilize data-driven banking to enhance customer experience and personalize services while retaining a human-centric approach at every touch point Lionel Gacad, Chief Experience Officer, GoTyme Bank
10:00	CX Trends 2024: Shaping the Future of Asia Hear from Zendesk on the top CX trends derived from their global survey spanning 20 countries and involving over 7,000 respondents, ranging from consumers to business professionals. These trends are shaping how organizations approach CX and the strategies they can employ to enhance their overall customer experience. Discover the trends powering AI & Intelligent Experiences How are Data & Trustworthy Experiences built Understand the Next Generation & Immersive Experiences trends that are re-shaping the way businesses engage their customers Katrina Bornilla, Senior Account Executive, Zendesk
10:30	Networking Lunch Break
11:00	Case Study: MPTC Road to a Barrier-free Future Delve into the strategies and methodologies adopted by MPTC in crafting a cohesive roadmap for digital customer experience, setting the benchmark for their regional peers Learn how MPTC is integrating digital channels across their touchpoints to improve travel experience while creating greater efficiency and visibility for all users Find out how they overcame the challenges of working with multiple stakeholder from government agencies, banks and technology companies Venn Jude Francisco, Chief Experience Officer, Metro Pacific Tollways Corporation
11:30	Leveraging Automation and AI to Improve Customer Experience Explore the impact of AI on customer interaction through providing actionable customer insights and predictive personalization Learn how AI combined with human agents is creating revolutionary customer service Find out what’s next big impact AI is expected to make in CX Mylene Santos, Assistant Vice President & Head of CX Success Management, GCash (Mynt – Globe Fintech Innovations, Inc.)
12:00	Optimise Customer Experience and Gain Competitive Advantage with AI-powered Solutions. Key highlights from our 2024 State of Customer Engagement Report Practical advice to use data to deliver personalisation that customer wants Ways to use AI today to deliver delightful experiences Christopher Connolly, Solution Architect, Twilio
12:30	Networking Lunch Break
13:30	Leveraging Insight-Driven Customer Data Discover how you can deliver substantial value to your customers through data-driven business process Optimizing real-time data and proactive engagement of high-value customers to enhance customer experience What tools can help you manage your structured and unstructured data? Lea Garcia, Vice President, Customer Experience and Digital Enterprise Capability Management, PLDT Global
14:00	INTERACTIVE ROUNDTABLE DISCUSSION With a total of 4 interactive roundtables topics on pressing issues, delegates will rotate at each session and will 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 leaderships from the subject matter experts at each table. Table 1: From Hyper-Personalization to Over-Personalization What is driving the future of personalization? Engaging your customers with highly contextualized communications and its impact on loyalty When does hyper-personalization crosses the line? Rona Rubis, Customer Experience Manager, Schneider Electric Table 2: Experience Mapping: The Starting Point of an Exceptional Customer Journey Identifying critical touchpoints within the customer journey to improve overall experience Engaging different business units in building a customer experience improvement strategy Delivering a personalized and fulfilling customer experience John Jeneress Cariño, AVP \| Head of Customer Experience, OONA Insurance Philippines Nikka Angeles, Head of Total Experience Assurance & Advocacy, GCash Table 3: Future of Integrated Customer Experience How to build an Integrated CX strategy that enables your organisation to collect the strongest customer signals, generate the richest insights, drive the smartest actions and achieve ROI for your CX program. Talking points include: Collecting the strongest customer signals: Overcoming the pitfalls of declining survey response rate by expanding your customer signals listening strategy Generating the richest insights from your CX data: Leveraging AI and NLP to understand all types of customer feedback from diverse sources and channels/formats Driving the smartest actions: Prioritising, activating and implementing experience improvement initiatives that generate ROI Melody Lim, Head of Customer Experience, Aboitiz Power Eric Weight, VP of Solutions Consulting, APAC, InMoment
14:40	Unlock Limitless Customer Lifetime Value Learn how you can deliver unified customer experiences to maximize customer lifetime value Create personalized experiences to retain your most valuable customers The Total Economic Impact of CleverTap Jezreel Teng, Enterprise Account Executive, APAC, CleverTap
15:10	Revolutionizing Customer Experience through Personalized and Streamlined Customer Journey Explore strategies to harness customer data effectively for tailored interactions at every touchpoint. Delve into the methods of crafting seamless experiences across the customer journey to ensure consistent satisfaction. Learn how to adopt a customer-centric approach by actively seeking feedback, conducting formal and informal tests, and utilizing insights to refine and enhance the customer experience perpetually. Tara Cabullo, Head of Customer & Investments Digital Experience, GCash (Mynt – Globe Fintech Innovations, Inc.)
15:40	Networking Tea Break
16:10	Overcoming Fragmentation: The Importance of a Unified CX Effort Adopting a customer-centric approach by uniting behind the customer to remove obstructions and ensure cohesive inter-departmental interactions Align company goals with those of individual departments, ensuring every decision has a positive impact on CX Improve customer journey mapping to understand how each department has a profound impact on Customer Experience Melody Lim, Head of Customer Experience, Aboitiz Power
16:40	PANEL DISCUSSION: Transformational Leadership: How CEOs View CX as a Strategic Business Driver Moving towards a CX-driven organization The CEO’s perspective of CX and what do they expect from you Role of CX Executives on delivering on corporate growth and brand loyalty Panelist: Anuj Aggarwal, President & CEO, Canon Marketing (Philippines), Inc. Dante Ang, Chairman & CEO, The Manila Times Ray C. Berja, Chief Financial Officer, Philippines AirAsia, Inc Moderator: Venn Jude Francisco, Chief Experience Officer, Metro Pacific Tollways Corporation
17:20	Closing remarks from the Chairperson
17 April 2024	Main Conference Day 2
08:40	Welcome Back Remarks from the Chairperson
09:00	Banking on Digital to Enhance Customer Experience What are the driving factors toward digital transformation in your industry? Find out how application of digital tech to different aspects of operations can enhance workflow efficiency, increase adaptability, reduce cost which in turn improves the customers’ experience Find out what are the new strategies to improve digital customer experience Dan Villaroman Ramirez, Senior Vice President – Head of Transformation Office, ING
09:30	Bridging Internal and Customer Communication for Exceptional Customer Experience Unveiling the Crucial Connection Between Internal Communication Strategies and Customer Communication Excellence Exploring Innovative Approaches to Seamless Internal Communication that Resonates with External Audiences Strategies for Aligning Internal and Customer Communication to Create a Cohesive and Impactful Brand Narrative Abigail Ho-Torres, AVP \| Head of Customer Experience, Maynilad Water Services Inc.
10:00	Amplifying Voices: Navigating the Future Through Advanced Voice of Customer Learn how to harness AI-driven sentiment analysis for deep customer insights Integrating real-time feedback loops into product development and innovation Find out how companies are leveraging social media and online reviews for comprehensive customer sentiment analysis Eric Weight, VP of Solutions Consulting, APAC, InMoment
10:30	Networking Tea Break
11:00	INTERACTIVE ROUNDTABLE DISCUSSION With a total of 4 interactive roundtables topics on pressing issues, delegates will rotate at each session and will 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 leaderships from the subject matter experts at each table. Table 1: From Hyper-Personalization to Over-Personalization What is driving the future of personalization? Engaging your customers with highly contextualized communications and its impact on loyalty When does hyper-personalization crosses the line? Rona Rubis, Customer Experience Manager, Schneider Electric Table 2: Experience Mapping: The Starting Point of an Exceptional Customer Journey Identifying critical touchpoints within the customer journey to improve overall experience Engaging different business units in building a customer experience improvement strategy Delivering a personalized and fulfilling customer experience John Jeneress Cariño, AVP \| Head of Customer Experience, OONA Insurance Philippines Nikka Angeles, Head of Total Experience Assurance & Advocacy, GCash Table 3: Future of Integrated Customer Experience How to build an Integrated CX strategy that enables your organisation to collect the strongest customer signals, generate the richest insights, drive the smartest actions and achieve ROI for your CX program. Talking points include: Collecting the strongest customer signals: Overcoming the pitfalls of declining survey response rate by expanding your customer signals listening strategy Generating the richest insights from your CX data: Leveraging AI and NLP to understand all types of customer feedback from diverse sources and channels/formats Driving the smartest actions: Prioritising, activating and implementing experience improvement initiatives that generate ROI Melody Lim, Head of Customer Experience, Aboitiz Power Eric Weight, VP of Solutions Consulting, APAC, InMoment
11:40	Panel Discussion: Driving Employee Experience to Drive Customer Experience What is the business impact of employee experience? Find out how to manage the opportunities and challenges to drive EX in order to drive CX? Learn how to create personalized, bespoke experiences at each stage of the employee lifecycle Panelist: Lionel Gacad, Chief Experience Officer, GoTyme Bank Godfrey Santos, Assistant Vice President – Head of Customer Experience, PETNET Inc. Erville Magtubo, Vice President and Head – Customer Care Group, MERALCO Moderator: Abigail Ho-Torres, AVP – Head of Customer Experience, Maynilad Water Services, Inc.
12:20	AI – powered modern customer service. Your way. Dive into how customer loyalty is changing, why staff turnover is a challenge, and why engaging employees is important, and how GenAI can change the game. Discuss the impactful role of conversational chatbots and AI in changing how companies interact with customers, reducing labor costs, and making more personalized experiences that boost revenue. Explore AI strategies and benefits: ways AI can boost cost efficiencies and make customer interactions better for a standout experience. Bobby Marquez, Account Executive, Talkdesk Peter Coulson, GM Customer Experience, MDI Novare
12:50	Networking Lunch Break
13:50	Enhancing Customer Experience through Data-driven Journey Mapping Explore the strategic impact of data-driven customer segmentation on targeted engagement initiatives Discover the benefits of tailoring experience management programs based on customer data insights Optimize the overall customer experience by strategically utilizing customer data for personalization and churn management Godfrey Santos, Assistant Vice President – Head of Customer Experience, PETNET Inc.
14:20	Elevating Customer Support: Transforming Perspectives and Integrating Customer Care into Core Operations What strategies are essential to shifting the paradigm to view customer support as a pivotal part of business strategy, moving beyond its traditional role as a reactive service? How can a company-wide commitment to prioritize and value customer support be fostered through effective strategies? In what ways can customer support be transformed into a crucial indicator of the company’s actual performance? Janine Dueñas, Customer Excellence Lead (APAC), Emma – The Sleep Company
14:50	The Power of Phygital: How to Marry Physical with Virtual Channels How can online and offline touchpoints be synchronized to create a consistent brand experience across all channels? Delve into the impact of emerging technologies in enhancing the phygital experience Strategies for organizations to stay ahead in the evolving landscape of phygital customer engagement Paolo Salcedo, Head of Virtual Banking, Maybank
15:20	Giving the Customer the Power: The Value of Self-Service in the Digital Age Discover how a viable and well-refined self-service channel meets the customers’ need of fast response time Ensuring self-service channels are designed with the customer in mind to provide frictionless experiences to overcome the biggest barrier to self-service channels, “Ease of Use” Hazel Montano-Zamora, CX Design Head, AIA Philippines
15:50	Closing remarks from the Chairperson
16:00	End of Conference

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