Elevating Experience, Innovating Digital Horizons
The CXNext Phil Summit 2024
11th September 2024
Edsa Shangri-La, Philippines
Days
Hours
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The CX Revolution:

Harnessing the Power of AI


The Philippine customer experience market is a growing sector with a wide range of opportunities for businesses. According to the Philippine Customer Experience Report, the customer experience landscape in the country is changing rapidly as digital technology and customer expectations evolve. The customer experience market in the Philippines is defined by its high degree of customer loyalty and customer satisfaction, as well as its wide range of services and products.


The Philippine customer experience market is driven by a number of key factors, including an increasing preference for digital channels, an expanding range of customer experiences, and a rising demand for personalized services. The most successful businesses in this sector are those that provide customers with an engaging and personalized experience.


In terms of key customer experiences, the Report identified three distinct categories of customer experience: convenience, service, and trust. Customers are looking for convenience in their customer experience, such as easy access to customer service, quick responses to queries, and hassle-free transactions. Service is also an important factor for customers, and the report found that customers are looking for reliable and helpful customer service, as well as personalized services that meet their specific needs. Finally, trust is an important factor for customers, and businesses must ensure that their customer experience is reliable and secure.


Overall, the Philippine customer experience market is an exciting and rapidly growing sector that offers significant opportunities for businesses. With the right customer experiences and efficient customer service, businesses can ensure that their customers remain satisfied and loyal.

Six Reasons to Attend

The CXNext Phil Summit 2024

Elevating Experience, Innovating Digital Horizons

Running Agenda

The CXNext Phil Summit 2024

Elevating Experience, Innovating Digital Horizons

09:00 – 09:05 AM
Opening Remarks
09:10 - 09:40 AM
Solo Speaking
CX Foundations
Speaker: Gabrielle (Gaille) Syquia, Co-Founder at Customer Experience Society of the Philippines
9:40 - 10:10 AM

Solo Speaking

Personalization Paradigm: Crafting Hyper-Personalized CX for Marketers

Speaker: Abigail Anthony, Account Executive, CleverTap
10:10 -10:40 AM
Solo Speaking
Shaping the future of conversations: The influential role of AI in CX
Speakers:
  • Atty. Richard Lagcao, Senior Sales Manager for Southeast Asia at Zendesk
  • Kai Chan from Zendesk
10:40-11:10 AM
Networking break
11:10 - 11:35 AM
Solo Speaking
Exploring the Horizon: Emerging AI Technologies and Trends Shaping the Future of CX in Digital Transformation
Speaker: Jack Nguyen, VP of Growth SEA and Shareholder at INSIDER.
11:40 - 12:30 PM
Panel Discussion
Building a Data-driven CX Culture within Organizations: Strategies and Challenges
Moderator:
  • Alvin Dave Pusing, Director, Risk Consulting at PwC
Panelists:
  • Bing Tan, Head of Marketing, SEA, and MEA at CleverTap
  • Lion Pangilinan Gacad, Chief Experience Officer at GoTyme
  • Melody Lim, Head of Customer Experience at AboitizPower
  • Mark Anthony (Mac) Munsayac, Head of Customer Experience at Philippine Airlines
1:40 - 2:30 PM
Panel Discussion
Optimizing Customer Journeys through Integrated CX Design Strategies
Moderator:
  • Gabrielle (Gaille) Syquia, Co-Founder at Customer Experience Society of the Philippines
Panelists:
  • Jack Nguyen, VP of Growth SEA and Shareholder at INSIDER.
  • Glenn Ong, Director of Customer Experience at Cebu Pacific Air
  • Godfrey Santos, Assistant Vice President – Head of Customer Experience at PETNET Inc.
  • Mila Bedrenets, Chief Growth Hacker at TONIK
2:35 - 2:55 PM
Solo Speaking
CX Design in the Era of AI: Balancing Automation & Personalization
Speaker: Mila Bedrenets, Chief Growth Hacker at TONIK
3:00 - 3:20 PM

Solo Speaking

Steering Digital Transformation Through a Human-Centric Lens

Speaker: John Jeneress (JJ) Cariño, AVP – Head of Customer Experience at Oona Insurance Philippines
3:25 - 3:55 PM
Networking break
4:00 - 4:20 PM
Solo Speaking
CX in the Era of Digital Age: Navigating the Intersection of Technology and Customer Expectations
Speaker: Tara Cabullo, Head of Customer & Investments Digital Experience at GCash
4:20 - 5:00 PM
Panel Discussion
Cultivating a Customer-Centric Digital Culture for Organizational Success
Moderator:
  • Abigail Ho-Torres, AVP and Head of Customer Experience at Maynilad Water Services, Inc
Panelists:
  • Nicolo Sanchez, Customer Experience Group Head at Megaworld Corporation
  • Juan Paolo Gonzales, Vice President, Marketing Strategy & Capability at Republic Biscuit Corporation (REBISCO)
  • Sam Tolentino, Head of ATM Operations and Vendor Management at Union Bank
  • Maria Virginia del Rosario, Director for Customer Experience at CEMEX Holdings
Who should attend

•Chief Operations Officer •Global Head / VP / Directors of CX •Customer Experience executives / Officers / Heads/ Seniors •Head of Operations •Chief Customer Experience •Chief Executive Officer

•Business Strategy Manager •Transformation Strategy •Chief Customer Officer •Customer Relations •Customer Service •VP Innovation •Director of User Experience •Head of Data Technology Transformation
•Heads of Product Development and Innovation •Chief Digital Heads •Technology Heads •Chief Marketing officer / Heads •Business Marketing •Director of Innovation •Digital Product Manager
•Marketing and Digital Transformation •Chief innovation officer •Head of Business development •Customer Relation Management •Customer Satisfaction •CXO

•Retail •Banking •Insurance •Automotive •Travel and Tourism •Telecommunications •Healthcare •Airline and Aviation •Food and Beverage ,Professional Services •Media and Entertainment •Energy and Utilities •Technology and Software •Construction and Real Estate

•Hospitality •Retail Banking •Online Shopping •Consultancy •Legal Services •Automation •Automobile Industry •Fashion •Publishing •Agriculture •eCommerce •Sports •Telecommunications Industry •Mining •Social Networking •Aerospace •
•Consulting •Waste Management •Aerospace and Defense •Chemicals •Mobile Applications •Telecommunications and Network Security •Government Services •Telecommunications Equipment •Security Services •Education
•Manufacturing •Business Services •Pharmaceuticals •Advertising and Marketing •Investment Banking •Banking and Financial Services •Automotive Industry •Mining and Metals •Electronics
•Logistics and Supply Chain etc.,
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Email: troy.tao@escom-events.com

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