Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
18 June 2025 | Main Conference Day 1
CX Asia Week 2025 Opening
8:15 am - 8:50 am
Registration Opens
8:50 am - 8:55 am
Welcome Address by CX Asia Week
8:55 am - 9:00 am
Opening Remarks by Chairperson
Reeta McGinn -
Omnichannel Experience Director APAC,
Aesop
The $2 Trillion Opportunity: Decoding Asia's Unique CX Evolution in 2025
9:30 am - 10:00 am
Keynote Presentation: Beyond Disruption: The New Rules of Customer Experience in Asia
• The Expectations Economy: How consumers are setting new global standards for speed, convenience and innovation.
• What's Working Now: Fresh data on which CX investments are delivering real ROI.
• Breaking Point: Why traditional customer satisfaction metrics are failing to capture what truly drives loyalty in Asia.
9:30 am - 10:00 am
Industry Thought Leadership
Reserved for Foundation Event Partner
10:00 am - 10:40 am
Keynote Panel Discussion: Redefining Customer Experience: Asia's Blueprint for Global Success
• The Digital-First Reality: How Asia's hyper-connected consumers are reshaping CX standards and expectations.
• Growth Champions: Success patterns from the region's most innovative customer experience transformations.
• Tomorrow's Playbook: Key shifts in consumer behaviour that will define CX excellence in 2025.
10:40 am - 11:00 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
11:00 am - 11:40 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
The Balancing Act – Optimising Technology While Preserving the Human Touch
11:40 am - 12:20 pm
Panel Discussion: Beyond the AI Hype: What's Actually Working in CX
Anjali Kalia -
Assistant Vice President – Digital Excellence,
IHH Healthcare
Yohanes Paulus Bisma - Digital Product Manager, Global Digital Customer Experience, Lenzing Group
• The Numbers Game: What's actually driving ROI in customer experience automation.
• The Customer Verdict: Fresh insights on where AI is enhancing vs damaging customer relationships - and what this means for your 2025 strategy.
• The Implementation Gap: Why most AI projects in customer experience fail to deliver - and how leading brands are avoiding these common pitfalls.
Yohanes Paulus Bisma
Digital Product Manager, Global Digital Customer ExperienceLenzing Group
12:20 pm - 12:50 pm
Industry Thought Leadership
12:50 pm - 1:20 pm
Fireside Chat: When Technology Fails: The Art of Service Recovery in a Digital-First World
Jue Lu -
Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation Group,
Singapore Tourism Board
Teeraphol Ambhai - Head of Search Experience - Martech, Bumrungrad International Hospital
Jiahao Yee - SEA Customer Journey Partner, Maersk
• The Breaking Point: Critical moments when digital solutions fall short - and how to seamlessly transition to human intervention.
• The Empowerment Factor: Equipping frontline teams with the right tools and authority to resolve complex issues technology can't handle.
• The Integration Blueprint: Creating seamless handoffs between automated systems and human teams that actually enhance customer satisfaction.
Jue Lu
Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation GroupSingapore Tourism Board
1:20 pm - 2:30 pm
Lunch & Networking Break
Interactive Discussion Groups (2 rounds of 50-minutes)
Strategy & Leadership
2:10 pm - 3:30 pm Roundtable A - Stories Matter: Leveraging Customer Narratives for Deeper ConnectionsStrategy & Leadership
2:10 pm - 3:30 pm Roundtable B - Next-Gen CX Leadership: Building Teams for the AI EraStrategy & Leadership
2:10 pm - 3:30 pm Roundtable C - Measuring CX Success in the Digital Age: Beyond Traditional MetricsTechnology & Innovation
2:10 pm - 3:30 pm Roundtable D - Brand Authenticity: Maintaining Your Identity in an AI-Powered WorldTechnology & Innovation
2:10 pm - 3:30 pm Roundtable E - The 60-30-10 Rule: A Framework for Balancing AI Automation with Human Intelligence in CXTechnology & Innovation
2:10 pm - 3:30 pm Roundtable F - Voice of Customer 2.0: Using AI to Truly Understand Customer EmotionsStructured to maximise audience interaction and participation, our specially curated Interactive Discussion Groups (IDGs) focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matters most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well. See the full list of our IDG topics below:
3:30 pm - 4:00 pm
Afternoon Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
4:10 pm - 4:40 pm
Mapping the Patient Journey: How Bumrungrad International Hospital Designs Exceptional Experiences at Every Touchpoint
Teeraphol Ambhai -
Head of Search Experience - Martech,
Bumrungrad International Hospital
Bumrungrad International Hospital received Best Hospital of the Year Thailand 2022 and Most Emerging Company in Healthcare, and more reputably, a winner of 5 different awards in the CX Asia Excellence Awards 2023. Unveiling their award-winning approach to patient experience, we'll take you on a deep dive into how Bumrungrad meticulously maps the patient journey, from initial touchpoints to post-treatment care.
· The key stages of the patient journey and how Bumrungrad optimises each one.
· Leveraging data and customer insights to personalise the patient experience.
· Strategies for building a culture of patient-centricity within your organisation.
- · Real-world examples of how Bumrungrad has designed exceptional experiences at every touchpoint.
4:30 pm - 5:00 pm
Redefining the Role of Physical Stores and Branches in a World Dominated by E-Commerce
Low Ngai Yuen -
Chief Merchandise & Marketing Officer,
AEON Group Malaysia
Aeon Group Malaysia is a leading retail conglomerate in Malaysia, offering a wide range of products and services. Known for its hypermarkets, supermarkets, and shopping malls, Aeon Group caters to the diverse needs of Malaysian consumers.
· How AEON is Transforming Branches and Stores for a Digital-First Future.
· Leveraging data for personalised marketing, and creating seamless online-to-offline (O2O) journey.
· Innovations in store design and layouts to adapt to changing customer behaviours.
5:00 pm - 5:40 pm
Panel Discussion: The Forgotten Variable: Why Employee Experience is Your Biggest CX Differentiator
Madhu Oza -
Director of Customer and Technical Services,
Abbott
Vivian Miao - Organizational Development Director - Global Customer Support Center, Trip.com
Priya Naidu - Customer Experience Lead, LeapFrog Investments
• The ROI Reality: Moving beyond engagement scores to understand how employee experience directly impacts customer loyalty and business growth.
• The Frontline Factor: How leading brands are reimagining employee tools, training and culture in an AI-enhanced environment.
• Mind the Gap: Understanding critical disconnects between technology investments and employee empowerment - and how to bridge them.
