Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
19 June 2025 | Main Conference Day 2
8:15 am - 9:00 am
Registration Opens
9:00 am - 9:05 am
Welcome & Housekeeping Address by CX Asia Week 2024
9:05 am - 9:10 am
Opening Remarks by Chairperson
AI-Driven Data Excellence
Customer expectations continuously evolve, and businesses must adapt their CX strategies to keep pace. Inflationary pressures and market uncertainties challenged customer leaders 'to do more with less'. On top of evaluating the technology stack to maximise the utilisation of digital CX, customer leaders need to look into people and processes and how automation can help optimise your CX strategies.
9:10 am - 9:40 am
Keynote Presentation: Machine Are Customers Too
Katja Forbes -
Executive Director, Head of Client Experience, CIB DCDA,
Standard Chartered Bank
Delve into the revolutionary concept of machine customers and how AI-powered systems are transforming the buying landscape.
• The emergence of custobots and their impact on commerce.
• The vast potential of over 7 billion interconnected devices acting as buyers.
• Strategies for businesses to adapt and thrive in this new machine-to-machine economy.
Katja Forbes
Executive Director, Head of Client Experience, CIB DCDAStandard Chartered Bank
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:50 am
Keynote Panel Discussion: The CDO's Masterclass: Transforming Customer Data into Commercial Value
Dr. Bishoy Sawiris -
Chief Data Officer,
GB Corp
• Beyond vanity metrics: New frameworks for measuring data-driven CX initiatives.
• Creating a single source of truth while managing multiple customer data sources.
• Real-world examples: How leading Asian brands are monetising customer intelligence.
Dr. Bishoy Sawiris
Chief Data OfficerGB Corp
10:50 am - 11:10 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.
10:50 am - 11:20 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Value Beyond Price: Crafting Meaningful Customer Relationships
11:30 am - 12:00 pm
Global Connectivity: Transforming Travel Experiences with Avolta's Cross-Border Loyalty Revolution
Reeta McGinn -
Omnichannel Experience Director APAC,
Aesop
Explores how Avolta's innovative loyalty program transcends borders to enrich customer engagement and drive loyalty.
• Seamless integration of rewards across 5,100 outlets in 73 countries, providing customers with a unified loyalty experience.
• Customised loyalty offerings that cater to diverse customer preferences, enhancing satisfaction and retention.
• Data-driven insights enabling continuous improvement of the loyalty program, ensuring relevance and effectiveness in different markets.
12:00 pm - 12:30 pm
Industry Thought Leadership
12:30 pm - 1:10 pm
Panel Discussion: Customer Economics: Making Sense of Shifting Consumer Priorities
• Behaviour Shift: Key changes in how consumers make purchasing decisions.
• The Investment Return: Linking customer retention to revenue growth.
• Moment Mapping: Identifying and capitalising on high-impact customer touchpoints.
1:10 pm - 2:20 pm
Networking Lunch Break
The Personalisation Paradox: Mass Customisation in the Age of Privacy
Customer loyalty is critical for businesses striving to thrive in today's uncertain economy and inflationary pressure. Companies can retain loyal customers and succeed in a competitive marketplace by providing exceptional customer experiences, building strong relationships, and delivering value to their customers. Gaining a new customer costs 4-7 times more than retaining one.
2:20 pm - 2:50 pm
Case Study: A Deep Dive into How Data Management & AI are Reshaping Customer Experience
Dr. Bishoy Sawiris -
Chief Data Officer,
GB Corp
• Data as the Foundation of CX Excellence
• AI-Powered Customer Journey Transformation
• Data-Driven Insights for Personalization
• Future Trends in Data Management and AI
Dr. Bishoy Sawiris
Chief Data OfficerGB Corp
2:50 pm - 3:30 pm
Panel Discussion - Personalisation Across Generations: One Size Does Not Fit All
• Digital Natives vs Digital Adopters: Understanding distinct personalisation preferences.
• Privacy Boundaries: How different segments view data sharing.
• Channel Optimisation: Tailoring engagement strategies by demographic.
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!
4:00 pm - 4:10 pm
Prize Giveaway
Winners will be announced at the Digital Marketing Asia on-floor theatre. Winners must be present to claim their prize!
4:10 pm - 4:40 pm
Taking Engagement Up a Notch with Employee Volunteerism Beyond Borders
Darren How -
Head of Corporate Communications & Employee Experience,
Jebsen & Jessen
• Integrating EX and CX: Explore how the “Meet a Need” program exemplifies the connection between employee engagement and customer satisfaction, showcasing strategies that can enhance overall business performance.
• Best Practices in Employee Engagement: Learn from Darren How's insights on designing effective employee experiences through corporate volunteering, emphasising active participation and community impact to drive engagement.
4:40 pm - 5:20 pm
From Transaction to Transformation: Reimaging the Branch and Store Experience
Elena Hyeseon Jeong -
Store Design & Visual Merchandising Director,
The Estée Lauder Companies Inc./ Le Labo
Igor Vincetic - General Manager, Electrolux Group
Enrico Baldo - Regional Director Retail & Wholesale APAC, Benetton Group
· Moving beyond the traditional model of branches and stores as solely transactional spaces.
· Focus on building engagement, fostering brand loyalty, and offering value-added services.
· Community Hubs: Transforming branches and stores into community hubs, hosting events, workshops, and offering gathering spaces for customers to connect with each other and the brand.
· Personalised Customer Journeys: Leveraging data and technology to personalise the customer journey within branches and stores, offering tailored recommendations, product demonstrations, and service options.
Elena Hyeseon Jeong
Store Design & Visual Merchandising DirectorThe Estée Lauder Companies Inc./ Le Labo
