Asia's #1 Customer Experience
Leaders Platform
Leaders Platform
20 June 2025 | Post-Conference Focus Day - CX Data in Action: From Insights to Impact
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Opening Remarks by Chairperson
10:40 am - 11:20 am
Panel Discussion | Beyond Collection to Action: How APAC's Top Brands Actually Use Their CX Data
Vidya Sagar -
General Manager, Operations,
Phulay Bay, a Ritz-Carlton Reserve
Prashant Lulla - Head of Customer Experience APAC, Zurich Insurance
• Getting Real: Inside look at how leading brands turn customer data into action.
• The Priority Matrix: Frameworks for deciding which insights deserve immediate action.
• Success Stories: Measurable wins from data-driven CX changes.
11:20 am - 11:50 am
Presentation: AI Bias and Customer Data: Ensuring Fairness in the Age of Generative AI
12:10 pm - 1:10 pm
Lunch & Networking Break
1:10 pm - 1:40 pm
Presentation: The Revenue Story: Linking CX Data to Business Growth
• How leading organisations connect CX data directly to financial outcomes.
• Building the business case using data.
• Examples of CX initiatives that directly impacted bottom line.
1:40 pm - 2:20 pm
Panel Discussion: Voice of Customer in the Boardroom: Making CX Data Drive Strategic Decisions
Sushmita Munshi -
Chief Customer Officer,
Chubb Life
2:20 pm - 3:00 pm
Fireside Chat: The Future of CX Data: 2026 and Beyond
• Making CX data resonate with C-suite priorities.
• Translating customer insights into strategic initiatives.
• Winning investment for CX programs.
