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PHYSICAL EVENT

CX Leaders Strategy Forum Philippines 2023

Transforming Customer Experience Journey in a Digital-First Era

  • Wednesday 
  • February 8, 2023
  • Diamond Hotel Philippines, Manila
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Overview

CX is an important factor as customers’ perception is a key attribute to drive brand loyalty, when it comes to digital customer engagement. Consumers will choose to stay with your business and be your brand advocates if they like you. Keeping customers captivated by the brand and encouraging them to become brand loyalists is where customer experience plays a main role. We can say that a customer is satisfied by not only visiting websites or stores regularly but also to share positive feedback on why they like the brand. This would stir up other customers to interact with the brand and also keep and gain more customers. 

In the course of this  digital – first era, businesses got a load of tremendous spike in customer communication via digital channels. Hence, embracing digital customer experience strategies will boost the overall experience and journey customers will have when interacting with the brand.  Reshaping your CX digitally will help your business to generate an omnichannel experience, provide instant, real-time support, automate mundane tasks, convert more customers and optimise the customer journey.

In the Philippines, the Department of Trade and Industry (DTI) is looking to stretch the number of local e-commerce enterprises from 750,000 to 1 million by 2022. According to a research survey made by Forrester Consulting, the Philippines (3.9) sits between China (4.0) and Malaysia (3.8) in terms of CX score which is based on three key considerations when measuring CX quality — effectiveness, ease and emotion. When it comes to CX, the Philippines provides an excellent blend of economic, cultural and digital aspects making it an exceptional location for centres of excellence and customer experience hubs. Some of the advantages the Philippines offers to local and multinational enterprises are access to global talent, communication skills, infrastructure and innovative technologies.

The need for CX Leaders to adapt to changing conditions to compose the future business – to form and reform dynamically has been highlighted in this global pandemic and it is by creating new approaches, collaboration between all parties, and scalable customer experience core and innovation solutions which requires having insights into what other business leaders are doing differently.

CX Leaders Strategy Forum is exclusive to senior-level executives only. This series of focus group discussion and mutually matched one-to-one meetings ensure that interactions between primary decision makers of top and emerging companies are intimate and insightful. Opportunities of raising relevant questions or sharing case studies and success stories are welcome and allows in-depth discourse about each attendee’s strategic priorities

Frequently Ask Questions

  • A hybrid conference is a new innovative way of conferencing to , connect, learn and network. Delegates can attend either in person or online. Day 1 will be all in person (limited crowd); Day 2 will be online.
  • Delegates will experience the insights from the DX Leaders Strategy Forum including industry leading keynote presentations, panel discussions, EDXchange sessions and one-to-one meetings, the latest technical insights, outstanding networking opportunities, and workshops - all available in both in person and online.
  • Through a dynamic virtual platform, delegates will also be able to explore live content, interact in live streamed Q&A discussions and engage virtually with other industry professionals.

  • DX Leaders Strategy Forum is COVIDSafe.
  • Health and safety of our delegates, exhibitors and sponsors is paramount and our top priority.
  • As part of our ongoing commitment to provide you a safe and pleasant event experience, a range of enhanced measures have been introduced across the venue to safeguard the wellbeing of our attendees, visitors, contractors and team members.
  • We’re closely monitoring COVID-19 regulations in line with advice from the Philippines Government and local health authorities to ensure your health is protected. Along with careful practices and SOPs, we are working with our conference venue partners to ensure a safe and secure environment. This includes new measures around physical distancing, increased hygiene practices, safe food service, sanitisation and cleaning protocols for your safety onsite.

Navigate how easy it is to explore the virtual platform and maximise your opportunity to network, learn, and engage with other virtual event participants

The CX Leaders Strategy Forum aims to provide CX Leaders and providers with high-level conversations about customer experience with the industry’s most innovative solutions and strategies to help them effectively manage their offerings in the Philippines

On 8th February 2023, CX leaders and solution providers will seek to advance the Philippine progress in customer experience. Together, learn how to transform the customer experience journey to increase sales, improve brand loyalty, enhance customer service, and boost profits.

This strategy forum is made for CX leaders with designations such as Chief Customer Officer, Chief Marketing Officer, Chief Digital Officer, Chief Information Officer, Chief Technology Officer, Chief Experience Officer, Head of E-commerce and Digital Marketing to name a few. Be on the frontline of new insights and results-driven innovations.

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Testimonials

"EDX manages to gather thought leaders in the space and get them to share their thoughts, their experience as well as their go-to strategy when handling digital experience. Participating in the event opens my eyes as well as gives me relevant tips and tricks that I can implement in my own company."

Chief Information Officer Investree

“A well crafted event, with great line-ups of distinguished speakers and industry players. Definitely beneficial to all audiences and lots of important takeaways to be brought home.”

Head of IT APAC, ASCENT Fund Services

“You have good speakers, especially key persons in various areas like ITSM, Big Data & Analytics. The event is very insightful aside from the awesome topics and awesome speakers, we get to know everyone from other industries.”

Senior IT Manager Alsons Power Group

“I enjoyed the session; participants were very active. Thanks for giving me the opportunity to meet and share with my colleagues in the IT industry”

Vice President - Information Technology Group Philippine Deposit Insurance Corp.

“This event provided me with more insights on what technologies to look at and how to sell it in the boardroom.”

Director, MIS Lyceum of the Philippines University - Batangas

“The roundtable discussion allowed more voices to be heard and more experiences to be shared. The event was enlightening, empowering and entertaining.”

Executive Director Communication Foundation for Asia

“We were able to meet a couple of end users primarily in the enterprise segment so it was actually good for us. We’re able to meet them one-on-one and we’re able to get their challenges as well as their requirements for their organisation. Good job for EDX. It was very organised and we really felt that we were well-accommodated.”

Chief Operating Officer B1G2 Technologies International Inc.

“Nice event, well organised”

Senior Vice President and Chief Information Officer Maynilad Water Services, Inc

    Speakers and Facilitators

    ALFREDO E. PASCUAL

    Secretary, Department of Trade
    and Industry (DTI)

    REY LUGTU

    Chief Executive Officer, The Hungry Workhorse

    CARLOS SANTOS

    Chief Transformation
    and Technology Officer, AXA Philippines

    JESSICA ABAYA

    Chief Marketing and
    Customer Experience Officer, Metro Pacific Health

    IRIS YACAT

    Chief Operations Officer
    and Chief Customer
    Experience Officer, UBX

    MANUEL “BAM” MEJIA

    Chief Commercial Officer
    and Co-Founder, Sarisuki

    ALLAN TUMBAGA

    Senior Vice President and
    Chief Customer Marketing
    Officer, Pru Life UK

    ISABEL FALCO

    Chief Digital & Marketing
    Officer, L’Oréal

    Gino Riola

    Chief Marketing Officer, Allianz PNB Life

    CHRISTINE MANLULU

    Chief Product Officer, Booky

    NOOKY UMALI

    Chief Technology Officer, ZAPGroup Inc.

    ROMMEL REGINO

    Chief Operations & Sales
    Officer, Inspiro

    ERVILLE MAGTUBO

    Vice President and Head -
    Customer Care Group, Meralco

    Aimee Kathleen Tann

    Vice President, Head of Enterprise Experience Design, BDO Unibank

    ED PASION

    Vice President for Retail, Unioil Petroleum Philippines Inc.

    KEN LAMZON

    Vice President Customer
    Interaction Center, 2GO Group Inc.

    ARNEL GAMBOA

    Vice President - Logistics, ACE Hardware Philippines, Inc.

    ALEX LLORENS

    Vice President Sales Asia, Contentsquare

    FRANCIS ADRIAN VIERNES

    AVP for Data Analytics, Megaworld Corporation

    GODFREY SANTOS

    AVP - Customer Experience, PETNET, Inc.

    Kaushik Sekar

    Regional Head - Philippines, Freshworks

    JOANNE AVENDANO

    Head of Customer
    Experience, Gcash

    MELODY LIM

    Head of Customer Experience, Home Credit

    MARCUS ERLANO

    Head of Customer Experience, UnionDigital Bank

    Raman Kishore

    Head International Marketing, Exotel

    DAN RAMIREZ

    Head of Business
    Transformation, ING Bank

    SHIRLEY POH

    Senior Director -
    Enterprise Sales, Zendesk

    PRASHANT PANDEY

    Director, Customer Experience, Cebu Pacific Air

    GLENN ONG

    Director, Customer Experience, Cebu Pacific Air

    Cecile Perez Tizon

    Sales Director, APAC, Infobip

    DEEPAK MONGIA

    Senior Sales Director, Uniphore

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    • DX Philippines Home
    • Secretary
    • Department of Trade and Industry (DTI)

    Alfredo E. Pascual is the Secretary of the Department of Trade and Industry (DTI). At the time of his appointment to DTI in June 2022, he was the President of the Management Association of the Philippines (MAP).

    Over the past four decades, Mr. Pascual has contributed to society as a governance advocate, academic leader, international development banker, and management educator. He served at four esteemed national and international institutions, viz.: Institute of Corporate Directors (ICD) as President and CEO in 2018 and 2019; University of the Philippines (UP) System as President and Co-Chair from 2011 to 2017 and as Alumni Regent in 2009 and 2010; Asian Development Bank (ADB) for 19 years (1989-2008) in several positions including as Director for Private Sector Operations, Director for Project Finance, and Advisor for Public-Private Partnership; and Asian Institute of Management (AIM) as a finance professor in the 1980s. He was an independent director on the board of publicly listed companies (e.g., SM Investments, Megawide Construction, and Concepcion Industrial). His past board memberships included non-profits and other organizations, such as the Philippine
    Institute of Development Studies (PIDS), International Rice Research Institute (IRRI), ICD, Institute for Solidarity in Asia (ISA), FINEX Academy, UP Foundation, UP CIFAL Philippines, Philippine Council for Foreign Relations (PCFR), and US-Philippines Society (USPHS).

    As President of the University of the Philippines—a system of eight constituent universities with 17 campuses across the country, Mr. Pascual implemented initiatives and programs to transform UP into a research-intensive university, internationalize it, raise its profile as a global university, and strengthen it as a leading public service university. He also modernized UP’s campuses and initiated their digital transformation.

    At ADB, he undertook infrastructure and financial sector projects in Asian countries, e.g., China, India, Viet Nam, Pakistan, Philippines, Indonesia, and Afghanistan. His projects facilitated venture capital investment, MSME financing, trade finance, and PPP infrastructure development. He had postings at the ADB’s resident offices in India and Indonesia. He represented ADB on the corporate boards of ADB investee companies (e.g., banks, funds, financial institutions, and manufacturing firms) in China, India, and the Philippines.

    Mr. Pascual finished his MBA and BS in Chemistry (cum laude) at UP. He attended the EC-ASEAN Program on Strategic and Organizational Change at the Euro-Asia Centre, Campus INSEAD, France. His awards included Honorary Doctorates from UP and four other universities, Presidential Lingkod Bayan Award from Malacanang, Rotary Golden Wheel Award for Higher Education, and Lifetime Distinguished Achievement Award from the UP Alumni Association.

    • REYNALDO LUGTU
    • Chief Executive Officer
    • Hungry Workhorse | Philippines

    Rey is the Founder & CEO of Hungry Workhorse, a digital and culture transformation consulting firm. 

    He is Institute Fellow at the US-based Institute for Digital Transformation. He is the Chairman of ICT Committee of the Financial Executives Institute of the Philippines (FINEX) and Vice Chairman of ICT Committee of the Management Association of the Philippines (MAP).

    He is Professorial Lecturer in the MBA program of De La Salle University and Program Director for the Digital Transformation of the Center for Professional Development in Business, DLSU. He is also a lecturer in the FEU Graduate School of Business where he teaches entrepreneurship and negotiation. He was Adjunct Faculty of the Asian Institute of Management.

    He is a business columnist and writer for Manila Times, Manila Bulletin, and Business World. 

    • DX Philippines Home
    • Chief Transformation and Technology Officer
    • AXA Philippines
    • JESSICA ABAYA
    • Chief Marketing and Customer Experience Officer
    • Metro Pacific Health

    Jessica “Isca” Abaya is the Chief Marketing and Customer Experience Officer of Metro Pacific Health.  In the past, she has worked on big industry names like Procter &; Gamble, GMA 7, Jollibee Foods Corp., Philam Life, and Philippine Airlines, recognized as a visionary leader who is passionate about building brands, delighting customers, growing businesses, developing people, and transforming organizations.

    • IRIS YACAT
    • Chief Operations Officer and Chief Customer Experience Officer
    • UBX

    With more than 2 decades of solid experience in building customer- centric capabilities and culture from the beginning phase  to large scale financial services operations, Iris Yacat is one of the leading CX professionals in the Philippines today. 

    She is a strong believer of empowered teams that learn and grow together through theories and practical application of concepts through experiments. She has consistently applied this philosophy as she led functions in customer service operations, business process management and automation, data and analytics and various strategic initiatives. 

    In her current role as the Chief Operations Officer and Chief Customer Experience Officer at UBX, Iris leads functions that has successfully grown the customer base thru multichannel acquisition, expanded services to 24/7, built data and analytics to enable insights into customers and operations, and built teams and processes to improve customer engagement. 

    UBX is the Philippines’ leading open finance platform that provides more opportunities and access to individuals, communities, businesses and government.

    • MANUEL “BAM” MEJIA
    • Chief Commercial Officer and Co-Founder
    • Sarisuki

    As one of the co-founders of SariSuki, Manuel “Bam” Mejia IV brings more than 15 years of experience and expertise in FMCG retail strategy and planning to this rapidly accelerating e-commerce startup. From his extensive time work with Procter & Gamble (P&G) all across the Asia Pacific, Middle East and Africa (AMA) regions, Mr. Mejia has acquired an unrivalled proficiency in distribution channels for fast-moving consumer goods across different systems and a variety of channels including general trade, wholesale and retail, modern trade, group buying, and e-commerce.

    Prior to founding SariSuki, Mr. Mejia was Director of Market Strategy & Planning for P&G Personal Care in the AMA region, where he developed go-to-market strategies for P&G’s bath and deodorant business with brands such as Safeguard, Old Spice and Olay in core markets including the Philippines, Pakistan and Nigeria. In this role, Mr. Mejia was responsible for defining the company’s category growth vision for the region and adjusting P&G’s core strategies, keeping a constant ear to the ground in order to assess and react to evolving trends within the industry. During this time, P&G’s bath care brands grew at a rate four times faster than the company’s average growth. 

    As the AMA Safeguard Expansion Market Sales Leader before this, Mr. Mejia developed and executed new market expansion strategies across the Asia Pacific in Thailand, Malaysia, Singapore, Vietnam and India. This position required him to conduct competitive landscape analysis to assess product launch feasibility, develop sales launch strategies in line with market conditions, and train P&G country operations on strategy and selling. When he was a senior manager at P&G, Mr. Mejia was also previously the Go-To-Market Strategy Leader for the brand Safeguard in China and APAC. In addition to overseeing the brand’s market strategy in the region, Mr. Mejia led the team on customer selling in order to ensure that sales targets were exceeded. 

    While Mr. Mejia’s long and esteemed career with P&G has taken him all across the Asia Pacific region, he spent his early days in his native Philippines, honing his skills in devising and executing innovative sales plans and toolkits so as to deliver company-leading results. Driven by a desire to take on more responsibility within the business, Mr. Mejia proactively sought out new leadership opportunities to take charge over the sales planning and product launch strategies of some of the company’s largest accounts in new markets, such as leading on Gillette’s launch in the neighboring ASEAN market Thailand. In this time, Mr. Mejia consistently exceeded the expectations of management teams and he was regularly recognized as one of the top key account leaders in the company.

    Mr. Mejia graduated within the top percentile of his cohort from Ateneo de Manila University with a degree in Management Engineering. He is an avid sports enthusiast with a passion for golf, basketball, and taekwondo.

    • ISABEL FALCO
    • Chief Digital & Marketing Officer
    • L’Oréal

    Isabel Falco is a marketer &  business leader with a demonstrated history of working in the consumer goods industry in the Philippines. Isabel has had 15 years of experience focused on consumer marketing, brand building, business strategy & management, and digital acceleration.

    Isabel is currently the Chief Digital & Marketing Officer of L’Oreal Philippines, and together with her team is responsible for leading the digital-first transformation across all Divisions, powered by data & beauty tech, and accelerated consumer insights & acquisition. Her passion for digital, marketing, and beauty has allowed her to build digital-first marketing talents in the Philippines.

    She graduated cum laude from the Ateneo de Manila University with a Bachelor of Science

    degree in Management Engineering.

    • DX Philippines Home
    • Chief Marketing Officer
    • Allianz PNB Life

    Gino has been the Chief Marketing Officer of the Company since November 1, 2020, and was Head of Regional Market Management of Allianz Asia Pacific from 2018 to 2020. His previous posts are: Vice President for Sales and Marketing, Allianz Global Assistance; Vice President for Sales and Marketing and Director, Marketing and Communications, Co-operators Group; Director, Affiliated Distribution Network Marketing, ING Canada.

    Gino has a Master’s in Business Administration degree from Richard Ivey School of Business and participated in various Management Learning and Development courses from the Allianz Group, the Co-operators, and ING. He also received a Direct Marketing Diploma from the Institute of Direct Marketing UK, a Bachelor of Science in Management Engineering degree from the Ateneo de Manila University, and Double Major, Bachelor of Arts in Economics from the Ateneo de Manila University.

    • CHRISTINE MANLULU
    • Chief Product Officer
    • Booky

    Christine is a self-directed and multidisciplinary technology leader bringing more than 10 years of extensive experience in Banking, E-commerce, F&B, Logistics, Retail and Telco. She is currently Booky’s Chief Product Officer. She has proven leadership and orchestrating skills and is not afraid to make critical, but data driven decisions, she always delivers great business impact, could it be on process, growth or revenue. She loves learning new things, cultivating people, understanding cultural differences, and bringing the best out of everyone.

    • DX Philippines Home
    • Chief Technology Officer
    • ZAPGroup Inc.

    Nooky has been in the IT Industry for 30 years  specialising in the field of Applications Design & Development,  Enterprise Architecture & Project Management covering the Financial / Banking, Telecommunications and Insurance Industries.

    Prior to joining Zap Group Inc as CTO, Nooky was former CTO of FWD Life Insurance Corporation.  Nooky has been awarded as 2022 Global CIO Awardee for South East Asia, 2021 Global CIO 200 Winner for South East Asia by Global CIO Forum, 2020 Legend CIO Award from Global CIO Forum and 2019 Top Technology Leader for the Philippines by Global Brands Magazin.

    • DX Philippines Home
    • Chief Operations & Sales Officer
    • Inspiro

    Rommel Regino is acknowledged as one of the most effective operations leaders in the Philippine BPO industry today. With over two decades of experience in the manufacturing and BPO industries, he previously held key roles in some of the country’s biggest captive BPOs, most notably as Head of Voice for ANZ Global Services and as President and CEO of WNS GS Philippines. 

    As Inspiro’s Chief Operations and Sales Officer, Rommel leads a diverse team of thought leaders and domain experts in managing 12,000 contact center employees across three continents, helping global brands elevate their customer experience (CX) strategy. 

    Rommel currently sits on the Boards of Inspiro Relia, Inc. and the Contact Center Association of the Philippines (CCAP), where he championed greater inclusivity and equal representation for all industry players. He is awarded the 2022 Gold Globee for Operations Leadership of the Year.

    • ERVILLE MAGTUBO
    • Vice President and Head - Customer Care Group
    • Meralco

    Erville Magtubo is a business thought leader, innovator, and customer service champion with collective 27-year experience in IT integration and outsourcing services, contact center operations, and digital transformation.

    Erville is Meralco’s Vice President and Head of Customer Care Group, managing voice and digital operations, customer backend and frontend systems, and in charge of the integrated customer experience across touchpoints. His business and technical expertise with his passion for innovation are key in steering Meralco’s digital transformation covering process, platform, and people improvement.

    He graduated from the University of the Philippines with a Bachelor’s degree in Computer Science.

    • ED PASION
    • Vice President for Retail
    • Unioil Petroleum Philippines Inc.

    An accomplished Marketing professional and a known disruptor in his field with over 20+ years of experience providing increasing levels of leadership in marketing, loyalty, communication, brand, events and product management. He is currently the Vice –President for Retail in Unioil Petroleum Philippines, the first and only company to introduce an all Euro 5 fuel line up. He has launched new and unique multiple customer loyalty, payment programs and campaigns that enhance customer experience which resulted in increased product profitability for Jollibee Food Corporation, Petron and Samsung among others.

    • ARNEL GAMBOA
    • Vice President - Logistics
    • ACE Hardware Philippines, Inc.

    Arnel is a seasoned supply chain executive who has considerable experience in various industries and disciplines which cover cold chain logistics, FMCG distribution, lighting solutions, private labels (OEM), retail distribution, and 3PL/4PL operations. He also has diverse supply chain expertise including demand planning, procurement, product development, business development, operations management, transport management, capacity planning, network modelling and project management. 

    A proven leader in professional circles having assumed various senior management and executive leadership roles in several reputable companies and respected supply chain associations like Supply Chain Management Association of the Philippines. 

    Arnel is also a sought-after supply chain speaker in local and international forums where he mostly tackles strategic innovation, digital revolution and retail best practices. He is a freelance management consultant to professional advisory networks such as GLG, Guide Point and Arches.

    He is a certified six sigma master black belt, certified scrum master and an accredited project manager. He has a diploma for logistics management from AOTS Yokohama Kenshu Center, Japan and a logistics qualification diploma from AOTS Bangkok, Thailand.

    • DX Philippines Home
    • Vice President Sales Asia
    • Contentsquare

    Based in Singapore, Llorens is a highly experienced senior leader in the technology industry, with over 17 years of proven experience across sales, marketing and general management in high growth SaaS organisations.

    • DX Philippines Home
    • AVP - Customer Experience
    • PETNET, Inc.

    Godfrey is currently the Assistant Vice President – Head of Customer Experience of Petnet, Inc. As a CX Champion, his focus is on CX Strategy, Customer Processes, Engagement and Loyalty, Customer Analytics, Customer Service, and various transformation projects. Likewise, his experience spans across other disciplines such as Brand and Service Marketing, Digital Marketing, Media Management in different sectors such as Telecommunications, FSO, FMCG, Retail, and Real Estate. 

    He is also a trained Design Thinking practitioner, incorporating various methodologies to assess complex problems and recommend a combination of human-centered and customer-led solutions with the use of Agile in transforming the customer experience of several companies.

    • DX Philippines Home
    • Regional Head - Philippines
    • Freshworks

    Kaushik Sekar currently heads the Philippines, Hong Kong and Thailand business for Freshworks. His role entails helping businesses transform digitally on the customer and employee engagement front. Kaushik has worked with companies of all sizes and has significant experience in remote implementations. His ability to envision and devise customer acquisition and retention strategies for customers has enabled him to be a credible and insightful leader.

    • JOANNE AVENDANO
    • Head of Customer Experience
    • Gcash

    Joanne is the Head of GCash’s Customer Experience Management. She is in charge of making sure that our customers only get the best customer experience and care throughout the entire customer lifecycle and across all customer touchpoints. She is in charge of redefining the new normal for customer care. As head of customer experience management, she is the Voice of our GCash Customers. Her mandate is to protect the trust of our customers by making sure we listen to their needs, protect their experiences, and create a deeper connection with them. Joanne has been with GCash since its inception in 2004 and was its Head of Business Operations from 2017-2019 and its Head of Technology Delivery from 2014-2017. Prior to joining GCash, she had experience working for big conglomerates such as San Miguel Corporation aan Operations Research Analyst and iAyala Inc as a Business Development Analyst. Joanne graduated with a degree in BS Industrial Engineering from De La Salle University in 1995.

    • DX Philippines Home
    • Head of Customer Experience
    • Home Credit

    Melow recently joined Aboitiz Power Corporation as Assistant Vice President for Customer Experience and is responsible for creating and implementing a strategic roadmap for AP Distribution Group’s Customer Experience evolution to support the digitization of its customers. She is in charge of harmonizing the business processes and systems impacting customer experience in Aboitiz Power’s Distribution Group.

    With over 17 years of experience in project and product management, process improvement, and customer experience, her corporate background stems from leaders in the financial services industry such as Home Credit, UnionBank, and HSBC.

    • DX Philippines Home
    • Director, Customer Experience
    • Cebu Pacific Air
    • prashant.pandey@verint.com

    A customer analytics evangelist, Prashant Pandey comes with over 23 years of experience across Voice of Customer platforms including Speech Analytics and Experience Management solutions. Through his professional stint in IT enabled services, Prashant has carved a niche for himself in Customer Services, Quality, Training & Application consulting, Business Development and Client Relationship Management. 

    As Director, Customer Analytics, Prashant is extensively engaged in the mapping of business requirement and helping Organizations adopt CX strategies using proven CX principles and methodologies.

    While executing medium to large scale Quality Monitoring (QM) and Speech Analytics deployments, product adoption and consultancy assignments for Verint customers across India, SE Asia, Australia and Turkey, Prashant has been responsible for strategic planning and re-engineering processes at various contact centers to optimize Return on Investment (ROI).

    • GLENN ONG
    • Director, Customer Experience
    • Cebu Pacific Air

    Glenn is an Experience Management Professional with 10 years of multi-industry background in telco, retail, e-commerce, and aviation. Currently, he is the Director of Customer Experience at Cebu Pacific Air, responsible for ensuring seamless experiences across customer journeys and touchpoints.

    • DX Philippines Home
    • Sales Director, APAC
    • Infobip

    Cecile Perez Tizon is Infobip’s Sales Director for the APAC region. With a vision to touch every mobile device in the planet with Infobip’s communication solutions, Cecile wants to enable businesses into reaching their fullest potential through digital customer communications development through leading a talented team that incites growth in businesses established in The Philippines, Indonesia, and Thailand. 

     

    An advocate of effective business communications, Cecile has served the communications industry in the Philippines for over thirteen years helping companies and brands enable value added services to customers who engage with their mobile devices. In the process, she was able to work closely with various businesses in the Retail and Finance industry.

    Prior to her service in communications, she built her career in marketing within the entertainment industry in a span of twelve years covering both global music and film releases in Sony Music Philippines and Warner Brothers Entertainment.

    Cecile is a Bachelor of Arts in Human Resources graduate from De La Salle University, College of St. Benilde.

    LinkedIn

    Outsourcing specialist Inspiro is the CX partner of the Philippines’ leading brands in media and telecommunications, banking and financial technology, retail and eCommerce, travel, government, and utilities. As a pioneering leader in customer experience, we combine operational excellence, technology, and insights to deliver award-winning customer experiences to global brands across North America, Australia, Europe, and the Asia Pacific region. Inspiro has access to a worldwide network of 36,000 customer champions and is a wholly-owned subsidiary of the Relia Group of Japan.

    Poly is now a part of HP

    The rise of remote and hybrid work has created huge demand for solutions that make new ways of collaboration and co-creation possible. The combination of Poly and HP will pave the way for us to create the hybrid work experiences of the future. Now one company, we are stronger together, innovating for customers & partners to support them on their once-in-a-generation quest to redefine the way work gets done. Part of HP’s portfolio of hybrid work solutions, Poly creates premium audio and video products so you can have your best meeting — anywhere, anytime, every time. With Poly, you’ll do more than just show up, you’ll stand out.

    Verint® (Nasdaq: VRNT) helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. More than 10,000 organizations in 180 countries – including over 85 of the Fortune 100 companies – are using the Verint Customer Engagement Platform to draw on the latest advancements in AI, analytics, and an open cloud architecture to elevate customer experience.

    Verint The Customer Engagement Company ® . Learn more at Verint.com.

    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. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Learn more at www.zendesk.com

    BlinkCX is a customer experience consulting company that assists business leaders in making data-driven decisions, converting those decisions into meaningful actions, and retaining and winning more brand advocates. We are your true end-to-end partner in security and infrastructure consulting, enterprise management, and customer experience.

    Exotel is the emerging market’s leading full stack customer engagement platform and virtual telecom operator. Incorporated in 2011, Exotel’s world-class cloud-based product suite powers 50 million engagements daily for over 6000 companies in India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.,), manage their customer engagement with Exotel’s omnichannel contact center, a suite of communication APIs and conversational AI platform over the cloud.

    Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global offices to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

    For more information visit www.freshworks.com

    At NICE we are passionate about removing the friction between companies and consumers, creating extraordinaryexperiences that build brand loyalty and create unbreakable bonds.

    We enable organizations to address today’s consumer and employee expectations, by delivering effortless, consistent, and personalized digital-first experiences with CXone, the world’s leading cloud CX platform.

    We are known for our innovation and comprehensive end-to-end CX approach, combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance suite, all embedded with our purposebuilt CX Analytics, AI, and domain expertise.

    Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies,
    partner with NICE to transform – and elevate – every customer interaction. www.nice.com

    Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg

    Infobip is a global cloud communications platform that enables businesses to build connections across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, contact center, chatbot and identity solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over fifteen years of industry experience, Infobip has expanded to 70+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries, connected directly to over 700 telecom networks.

    Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.

    At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

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    Vonage, a global cloud communications leader, helps businesses accelerate digital transformation. Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create experiences that boost sales and increase customer satisfaction. Vonage’s fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely – providing the flexibility required to create meaningful engagements. Vonage is a wholly-owned subsidiary of Ericsson.

    Appier is a software-as-a-service (SaaS) company that uses artificial intelligence (AI) to power business decisionmaking. Founded in 2012 with a vision of democratizing AI, Appier now has 17 offices across APAC, Europe and U.S., and is listed on the Tokyo Stock Exchange (Ticker number: 4180). Visit www.appier.com for more information.