The CX Revolution: Harnessing the Power of AI
The CXNext Phil Summit 2023
26th September 2023 @ Edsa Shangri-La Hotel, Manila


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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 2023


Creating Loyalty Through Effortless Customer Experience

& Empowering Customer-Driven Business Strategies

  • No.1 Stay up-to-date on industry trends and best practices
    Attending a customer experience conference can help you stay abreast of the latest trends and best practices in the industry.
  • No.2 Network with industry professionals
    Conferences provide an opportunity to network with other professionals in your field , exchange ideas , and build relationships.
  • No.3 Learn from experts and thought leaders
    Customer experience conferences often feature keynote speakers and panelists who are experts in the field and can provide valuable insights and perspective
  • No.4 Get inspired and motivated
    Conferences can be a great source of inspiration and motivation , especially if you’re feeling stuck in your current role or looking for ways to improve your skills.
  • No.5 Improve your company’s customer experience:
    Attending a customer experience conference can help you identify new ways to improve customer experience , which can ultimately lead to increased customer satisfaction and loyalty.
  • No.6 Have your brand and your solutions presented
    Getting first-hand, high-value client intelligence; connecting CX decision Makers; having one on one private meetings to make a sale.
Running Agenda

The CX Revolution Harnessing the Power of AI:

Creating Loyalty Through Effortless Customer Experience & Empowering Customer-Driven Business Strategies

  • Registration & Opening -------------------------------------------------------------------------------- 8:30 AM

  • Conference Chair Remarks ---------------------------------------------------------------------------- 9:00 AM

    Mr. Rey & Mrs. Kay Lugtu, President & COO, Hungry Workhorse
  • Keynote Speech: -------------------------------------------------------------------------------- 9:00 - 9:20 AM
    Elevating Customer Experience through Digital Transformation and AI: A Philippine Perspective

    Keynote Speaker: Denise Haak, President, Internet and Mobile Marketing Association of the Philippines

  • Conquering The Personalisation Ladder ------------------------------------------------------- 9:25-9:45 AM
    Speaker: Marc-Antoine Hager, Regional Head, SEA, CleverTap
  • Building a Superior Experience: --------------------------------------------------------------- 9:50-10:20 AM
    How AIA Leverages Digital Experience Analytics
    Speakers:
    Hazel Montano-Zamora, Head of CX Design - AIA
    Romain Lebon, Country Leader - Contentsquare
    Kelvin Yu, Lead Solutions Consultant - Contentsquare
  • Networking Break ------------------------------------------------------------------------- 10:20-10:45 AM
  • AI’s next frontier and the impact to CX ----------------------------------------------------- 10:50-11:10 AM
    • Speaker: Katrina Bornilla, Senior Commercial Account Executive, Zendesk
  • Cookies and Cream without the Cookies is Just…Vanilla: ------------------------------- 11:15-11:35 AM
    The Missing Ingredient for Individualisation in a Cookieless World

    Speaker: Nicholas Kontopoulos, Vice President of Marketing for Twilio, Asia Pacific & Japan

  • Revolutionizing Customer Experience: Unleashing the ------------------------------------ 11:40-12:30 PM
    Power of AI in the Future of CX
    Moderator: Gilbert Trinchera, Partner, Technology Consulting at KPMG Philippines

    Panelists:
    • Erville Magtubo, Vice President and Head - Customer Care Group, Meralco
    • Nicholas Kontopoulos, Vice President of Marketing for Twilio, Asia Pacific & Japan
    • Lionel Gacad, Chief Customer Experience, GoTyme
    • Redan Emmanuel Ramirez, Senior Vice President - Head of Transformation Office, ING Bank
    • Josh Bosinos, VP and Head of Data and Analytics, Robinsons Bank
  • Lunch Break ------------------------------------------------------------------------------------ 12:30-1:30 PM
  • CX Design in the Era of AI: Balancing Automation and Personalization ------------------ 1:30-2:10 PM
    Moderator: Manuel Cabanero, President and Managing Director, TrueMoney

    Panelists:
    • Anthony Garcia, ICT Director, Mirriam College
    • Marc-Antoine Hager, Regional Head, SEA, CleverTap
    • Hazel Montano-Zamora, CX Design Head, AIA Philippines
    • Joanne Avendano, Head of Customer Experience and Operations, Gcash
    • Eduardo Pasion, Vice President for Retail, Unioil Petroleum Philippines Inc.
  • Customer Experience in the Fast Paced World of Fintech ---------------------------------- 2:15-2:35 PM
    Speaker: Jimmy Siy, Director of Customer Success, Brankas
  • Integrating digital channels into a multi-channel customer experience strategy -------- 2:40-3:00 PM

    Speaker: Venn Jude Francisco, Chief Experience Officer, Metro Pacific Tollways Corporation (MPTC)

  • Networking break ------------------------------------------------------------------------------ 3:00-3:30 PM
  • Building the Backbone of Exceptional -------------------------------------------------------- 3:30-3:50 PM
    Customer Experiences through Big Data Engineering
    Speaker: Sherwin Pelayo, Executive Director, Analytics & AI Association of the Philippines
  • Incorporating Customer Experience Security Into Your Strategy -------------------------- 3:55-4:15 PM
    Speaker: Gilbert Trinchera, Partner, Technology Consulting at KPMG Philippines
  • Creating a customer-centric digital culture within an organization ------------------------ 4:15-5:00 PM
    Moderator: Guita Gopalan, Head of Brand: Digital Sales Marketing & Customer Experience, Ellana Cosmetics
    Panelists:
    • Melody Lim, Head of Customer Experience, AboitizPower
    • Mona Cayanan, Head of Customer Experience, EMAPTA
    • Sam Tolentino, AVP, Head of Training, Quality & VOC – Client Engagement & Solutions Group, UnionBank
    • Abigail Ho-Torres, AVP and Head of Customer Experience, Maynilad Water Services, Inc
    • Clarence Bondoc, Head of Business Development - Core Products, Brankas
CX Leader Talks (Updating...)
The smartest people work every day to provide the best customer service and make our clients happy
  • Denise Haak
    President
    Internet and Mobile Marketing Association of the Philippines (IMMAP)
  • Nicholas Kontopoulos
    Vice President of Marketing
    Twilio, Asia Pacific & Japan
  • Marc-Antoine Hager
    Regional Head, SEA
    CleverTap
  • Jimmy Siy
    Director for Implementation and Customer Success
    Brankas
  • Katrina Bornilla,
    Senior Commercial Account Executive
    Zendesk
  • Clarence Bondoc
    Head of Business Development - Core Products
    Brankas
  • Romain Lebon
    Country Leader
    Contentsquare
  • Kelvin Yu
    Lead Solutions Consultant
    Contentsquare
  • Venn Jude Francisco
    Chief Experience Officer
    Metro Pacific Tollways Corporation (MPTC)
  • Sherwin Pelayo
    Executive Director
    Analytics & AI Association of the Philippines
  • Gilbert Trinchera
    Partner, Technology Consulting
    KPMG Philippines
  • Rey Lugtu
    Founder & CEO
    Hungry Workhorse
  • Erville Magtubo
    Vice President and Head of Customer Care Group
    Meralco
  • Guita Gopalan
    Head of Brand: Digital Sales Marketing
    & Customer Service
    Ellana Cosmetics
  • Hazel Montano - Zamora
    Head, Customer Experience Design
    AIA
  • Melody Lim
    Head of Customer Experience
    AboitizPower
  • Abigail Ho-Torres
    AVP - Head, Customer Experience
    Maynilad Water Services
  • Kay Lugtu
    Founde and COO
    Hungry Workhorse
  • Mona Cayanan
    Head of Customer Experience
    EMAPTA
  • Redan Emmanuel Ramirez
    Senior Vice President - Head of Transformation Office
    ING Bank
  • Sam Tolentino
    AVP, Head of Training, Quality & VOC – Client Engagement & Solutions Group
    Customer Experience Champion
    UnionBank
  • Anthony D. Garcia
    ICT Director
    Miriam College
  • Josh Bosiños
    VP and Head of Data Science and AI
    Robinsons Bank
  • Lionel Gacad
    Chief Experience Officer
    GoTyme Bank
  • Manuel Cabanero
    President
    TrueMoney Philippines
  • Joanne Avendano
    VP for Customer Management
    Gcash
  • Eduardo Pasion
    VP - Corporate Marketing & Business Development
    Unioil Petroleum Philippines Inc.
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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We love our clients & partners

Event Sponsors

Diamond Sponsor


CleverTap is the all-in-one customer engagement platform that helps brands personalize and optimize all consumer touch points to improve user engagement, retention, and lifetime value. It’s the only solution built to address the needs of retention and growth teams, with audience analytics, deep-segmentation, multi-channel engagement, product recommendations, and automation in one unified product.

Gold Sponsor


Brankas is a leading global open finance technology provider. We provide API-based solutions, data and payments solutions for financial service providers (like banks, lenders and e-wallets) and online businesses. Brankas partners with banks to build and manage their open finance infrastructure, producing APIs for real-time payments, identity and data, new account opening, remittances, and more.

Gold Sponsor


Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. As a global leader in digital experience analytics.

Gold Sponsor


Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships.

Gold Sponsor


Twilio Segment is a customer data platform (CDP) that helps companies harness first-party customer data. Our platform democratizes access to reliable data for all teams and offers a complete toolkit to standardize data collection, unify user records, and route customer data into any system where it’s needed. More than 20,000 companies use Segment to make real-time decisions, accelerate growth, and deliver compelling user experiences.

Exhibitor Sponsor


With 55+ apps in nearly every major business category, Zoho Corporation is one of the world's most prolific software companies. Zoho is privately held and profitable, with 12,000+ employees—headquartered in Austin, Texas with its international headquarters in Chennai, India, and with additional offices in Singapore, United States, India, Japan, China, Mexico, Australia, the Netherlands, and the UAE.

Attending Specialist


Braze is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.

Attending Specialist


Telesign, a Proximus company, connects, protects, and defends the customer experience with intelligence from billions of digital interactions and mobile signals. Through developer-friendly APIs that deliver user verification, digital identity, and omnichannel communications, we help the world's largest brands secure onboarding, maintain account integrity, prevent fraud, and streamline omnichannel engagement.

Attending Specialist


Vesta is a global transaction guarantee company for online purchases, delivering unparalleled approval rates and a frictionless customer experience while eliminating chargebacks and other forms of digital fraud. Differentiated by its sophisticated data science and 25+ years of experience, Vesta brings a deep understanding of some of the world’s most serious threats and challenging markets.

Attending Specialist


Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
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