• Understanding what today's customers expect in exchange for their data, and where personalisation starts to feel intrusive rather than valuabl
• Designing insight strategies that prioritise relevance, transparency and consent, rather than volume or surveillanc
• Using analytics to identify when personalisation adds value, and when simplicity, consistency or choice matter mor
• Balancing regulatory requirements, data governance and customer trust while still delivering differentiated experiences at scale 

Emma Cabochan

Senior Vice President of Legal Services and Head of Data Privacy
Asia United Bank

See Bio

• Shifting from a traditional utility's reactive service delivery to customer-centric experience management
• Building a culture powered by people and innovation by aligning teams, processes, and technology to deliver seamless and meaningful customer experiences
• Transforming experience into competitive advantage by driving customer trust, operational excellence, and sustainable growth through CX transformation
• Combining customer feedback, digital behaviour and service interaction data to pinpoint moments that most strongly influence satisfaction and engagement 

Melody Lim

Head of Customer Experience
Aboitiz Power

See Bio

• From Insights-on-Demand to Data Intelligence System: How the Insights function moved from reactive support to a predictive intelligence system that informs every major brand decision - across Proposition, Place, Price, Pack, Promotion, and Product.
• From Insight to Income: The customer decisions this system informed - predicting demand and innovation success, sharpening pricing and pack-price decisions, optimising media investment, identifying moments that matter for occasion-led communication, lifting creative effectiveness, and converting customers at the moment of truth — and how they delivered 15%+ demand growth in one of the most competitive snacking markets.
• The Engine Underneath: The 16 AI experiments that powered the transformation across 10+ markets in Asia Pacific, Middle East and Africa, the "better, faster, cheaper" filter that killed 6 and embedded 10 into commercial decisions, and the small, business-savvy team that built it.

Imran Khan

Regional Insights & Analytics Lead | AMEA Snacks
Mars Snacking

See Bio

• Examining how leading organisations are transforming raw customer data into insight that informs design, service and strategy.
• Discussing how to connect voice-of-customer, operational and behavioural data to uncover actionable intelligence
• Highlighting the systems, skills and leadership required to turn analytics into meaningful change rather than dashboards 

Yash Sheth

Head of Customer Lifecycle Strategy GoFood
Gojek

See Bio

• Transforming raw customer data into meaningful insights that drive engagement

Eduardo Imperial

Head Customer Success Management APACME
Vodafone Business

See Bio

Yash Sheth

Head of Customer Lifecycle Strategy GoFood
Gojek

See Bio

Lolitta Suffian

SVP CX
Bank Simpanan Nasional

See Bio

Melody Lim

Head of Customer Experience
Aboitiz Power

See Bio

In highly regulated healthcare environments, adopting AI is as much a people and change challenge as it is a technology one. This session explores how Siemens Healthineers Customer Services successfully drove AI adoption across its teams while keeping customer experience and patient care at the core of decision-making.

• Taking a structured, customer-centric approach to AI adoption that builds confidence, trust, and frontline buy-in in a regulated healthcare context.
• Using data and insight to measure both quantitative and qualitative impact - from operational performance to experience outcomes.
• Balancing compliance, governance, and innovation without compromising on care quality or customer trust.
• Embedding AI as an enabler of better decision-making and service delivery, rather than a replacement for human judgement 

Ricardo Ramires

Head of Customer Services Asia-Pacific, Diagnostics, Siemens Healthineers
Siemens Healthineers

See Bio

• Repositioning the customer centre as a key brand touchpoint and community builder

Felicia Cao

Head of APAC Contact Centre Operations
LEGO Singapore Pte Ltd

See Bio

Vivian Miao

Organizational Development Director - Global Customer Support Center
Trip.com

See Bio

• Examining why CX initiatives still struggle to gain strategic traction despite rising customer expectations and AI investment
• Identifying the disconnect between customer metrics and the commercial outcomes that boards and executives prioritise
• Reframing CX from a service or operational initiative into a measurable driver of growth, retention and enterprise value
• Exploring how CX leaders can communicate impact more effectively to strengthen executive sponsorship and long-term investment 

Dr Angel Lo

Director of Marketing Communications APAC
Olympus APAC

See Bio

Dr. Kartina Sury

Asia Regional Leadership Council
CXPA

See Bio

Metro Singapore has relaunched its flagship loyalty programme, Treasured, redefining how a heritage retail brand engages, personalises, and rewards today’s increasingly experience-driven shopper. This session explores how Metro rebuilt its loyalty strategy to deepen emotional connection, strengthen customer insight, and deliver measurable commercial impact.

• Revamping the loyalty value proposition to shift from transactional rewards to meaningful, relationship-led engagement

• Building a unified customer profile by integrating purchase, digital, and behavioural data to power more relevant and personalised interactions

• Designing modern tiers, benefits, and experiential elements that reflect evolving customer expectations and shopping behaviours

• Activating real-time personalisation to deliver the right offers, content, and service moments across touchpoints

Roxanne Lim

CRM and Customer Loyalty Manager
Metro Singapore

See Bio

• Unpacking the current imbalance between automation and human intervention
• Redefining the value of human capability as automation reshapes customer engagement
• Developing adaptive skills and emotional intelligence as core competencies for the modern service workforce
• Aligning leadership behaviours with empowerment, ownership and continuous learning 

Babul Balakrishnan

Senior VP, Customer Experience (Cx)
Thunes

See Bio

Kirk Chua

Customer Service Lead, Associate General Manager, Airport Operations Services
Changi Airport Group

See Bio

Irene Lim

Assistant Vice President of Customer Relations
The Ascott Limited

See Bio

With Asia representing its largest and most diverse fanbase, the NBA must tailor its positioning, content, and engagement strategies market by market. This session explores how the league blends localisation, partnerships, and AI-driven personalisation to grow fandom, nurture loyal audiences, and power its direct-to-consumer ecosystem.

• Localising marketing and content strategy to reflect each country’s maturity - whether building new fandoms, nurturing existing communities, or partnering with local cultural icons like K-pop stars

• Using big data and AI to personalise the experience across the NBA ecosystem, enabling fans to follow specific players, teams, storylines, and game moments

• Leveraging technology to simplify the sheer volume of games and content, helping fans find what matters most to them

• Strengthening the league’s direct-to-consumer funnel through personalised journeys that drive League Pass adoption and deeper long-term engagement

Antoine Nazaret

Associated Vice President Digital Marketing & Growth
NBA

See Bio

• Revealing the uncomfortable realities behind inflated metrics, engagement volatility and misaligned creator–brand relationships

• Identifying the signals that distinguish genuine influence from short-lived reach, and why most brands optimise for the wrong outcomes

• Reframing influencer strategy around credibility, community and connection rather than vanity metrics or one-off campaigns

• Demonstrating how to rebuild trust and ROI by aligning influencers with behaviour change, brand integrity and consumer expectations

Jamie Say

Head of Marketing
Ego

See Bio

• Exploring how organisations can maintain customer trust when deploying AI across both customer experience and marketing functions
• Establishing clear guardrails around AI usage, including human oversight, accountability, and decision traceability
• Ensuring transparency in customer-facing interactions without undermining confidence or experience quality
• Building AI literacy across teams to enable responsible adoption and better decision-making at scale 

Jaslyin Qiyu

Chief Marketing Officer & Head of Customer Experience
Cigna Healthcare

See Bio

Nadiya Omar

Brand Ambassador
We Love MarTech

See Bio

• Bridging marketing and service teams to deliver consistent messaging and experiences across social, messaging, web, app and contact centre touchpoints
• Deploying proactive communications through customers' preferred channels to anticipate needs, reduce inbound enquiries and improve resolution outcomes
• Embedding feedback loops and behavioural insights to refine high-impact journey moments and strengthen engagement across the customer lifecycle
• Evaluating the impact of seamless omnichannel experiences on satisfaction, loyalty, repeat purchase and long-term customer value 

Adelise Ashdown

Regional Global Head of Marketing, Brand & Client Experience Lead (APAC)
Jones Lang LaSalle

See Bio

Antoine Nazaret

Associated Vice President Digital Marketing & Growth
NBA

See Bio

Ananditha Mayasari

Assistant Vice President and Head of Marketing
Kopi Kenangan

See Bio

Nadiya Omar

Brand Ambassador
We Love MarTech

See Bio

• How StarHub utilizes data to create a frictionless journey from discovery to subscription across mobile, broadband, and entertainment
• Mastering strategies for cross-selling and upselling within a diverse ecosystem to drive higher ARPU and long-term customer stickiness.
• Leveraging AI and real-time analytics to deliver hyper-personalized digital experiences that reduce churn in a hyper-competitive market.
• Utilising content as a part of digital marketing to turn premium content partnerships into powerful drivers for brand preference and loyalty. 

Julien Dahmoun

Head of Digital Marketing
Starhub

See Bio

Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

• Identifying where personalisation truly adds value across the end-to-end attendee journey, and where it is often over-engineered
• Using data, AI, and journey design to create relevant, meaningful experiences without multiplying content or operational effort
• Balancing scale and simplicity when delivering personalised touchpoints across registration, content, networking, and post-event engagement
• Applying practical frameworks and real-world approaches to deliver high-impact personalisation without requiring major major technology investment

Chanelle Wang

Head of Experiential Marketing, East Asia
Schneider Electric

See Bio

Exploring how IHH Healthcare Singapore is strengthening its patient experience culture by reconnecting employees with purpose, care and service excellence.

• Embedding CX as a shared organisational responsibility across all departments - from F&B to clinical care

• Implementing the “People-Patient Experience” strategy to achieve positive employee experience with positive patient outcomes

• Using technology and AI to simplify daily work and free staff to focus on care

• Building a patient experience roadmap that fosters empathy, accountability and pride in service

Hui Hwa Koh-Minjoot

Vice President & Head, Allied Health, Patient Experience
IHH Healthcare Singapore

See Bio

In digital wealth, effective growth depends on how well acquisition, lifecycle marketing, and media reinforcement work together. This session explores how StashAway has built a closed-loop model in which first-party data informs acquisition, CRM journeys shape progression and repeat engagement, and always-on media presence keeps the brand visible across moments that matter. By linking these elements more deliberately, growth becomes more efficient, more targeted, and more durable.

• Turning first-party data into a stronger acquisition feedback loop
• Using CRM to shape both customer progression and ongoing engagement
• Sustaining visibility across key decision-making moments to keep intent warm and reduce drop-off
• Bringing channel, journey, and customer signals into closer alignment
• Focusing on growth quality, not just growth volume

Seong Yee Teoh

Head of CRM and Digital Marketing
Stashaway

See Bio

• Demonstrating how marketing contributes to measurable business outcomes beyond awareness in complex, high-consideration environments
• Linking diagnostic, operational, and customer KPIs to broader organisational value for stakeholders across the business
• Using pre- and post-implementation measurement frameworks to quantify impact and strengthen long-term customer relationships
• Aligning marketing, sales, and customer teams to communicate value consistently throughout multi-year contracts 

Anurag Bhargava

Area Marketing Director for Asia Pacific, Core Diagnostics
Abbott Laboratories

See Bio

• Rethinking partnerships as a strategic growth engine rather than a branding exercise
• Designing collaborations that deliver both brand equity and measurable commercial outcomes
• Maximising the value of large-scale partnerships and sponsorships across multiple touchpoints
• Translating partnership activity into customer engagement, conversion and long-term value 

David Chung

General Manager – Marketing and Customer Relationship
Trans Eurokars Pte Ltd (Mazda)

See Bio