Discover how leading brands across Asia Pacific are driving better innovation, customer lifetime value and market share through customer relationships.

Learn firsthand how AXA Philippines, PLDT Enterprise and Globe Telecom are taking out the guesswork and optimising multi-million dollar initiatives with insight-led decisions.

Join us for customer stories, leading keynotes and a fireside chat on the state of customer experience in Asia Pacific.

*In collaboration with 

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08:30 AM – 01:30 PM

Learn from industry leaders

  • Experience. Build emotion-rich brand and customers experiences that last
  • Innovation. Accelerate product innovation and development at the speed of business
  • VoC. Incorporate the voice of the customer into the product roadmap
  • Insight. Learn how to drive quality insights that you can action easily
  • Relationships. Deepen customer relationships to increase customer lifetime value
  • Impact. Measure and drive customer objectives to business ROI


08:30 AM   Registration & Networking Breakfast

09:10 AM   Keynote: The Future of Customer Relationships

Peter Harris, EVP and Managing Director, Vision Critical APAC

Change has never been this fast and will never be this slow again. In order to keep pace with rapidly evolving customer expectations, brands need to shift their mindset from being data-rich to insight-driven. In this session, learn how insight-driven brands are growing at 8x the global GDP by building long-term relationships with their customers.

09:35 AM  AXA Philippines’ Journey Towards Customer Centricity

Rico L. Valdez, Customer Relationship Management Director, AXA Philippines

Learn how AXA Philippines leverages customer insight to build deep customer relationships and drive smarter business decisions to deliver a frictionless customer experience.

10:05 AM   The Journey Towards Customer-led Decision-making in B2B

Emerson ‘Sandy’ Roque, AVP and Head of Enterprise Analytics, PLDT

A lot of focus has been placed on customer centricity in the business environment and it also has its place in a B2B set-up. Hear how PLDT Enterprise has harnessed the power of listening to customers and being guided by their insights in making decisions that maximize gains for the company.

10:35 AM  Coffee Break & Networking

11:05 AM   Sparq 3: Powering Customer Relationship Intelligence

Alvyn Cheang, Solutions Architect, Vision Critical Asia Pacific

Learn how Relationship Memory™, exclusive to Sparq 3, is transforming customer intelligence with infinite profiles built from data you collect or connect to.

11:30 AM    Building Brand Intimacy by Driving Strategic Decisions with the Customers

Jennifer Echevarria, Vice-President, Head of Analytics, Market Research, and Portfolio Management, Globe Telecom

Learn how Globe Collaborate delivers agile insight that drives innovation and enhances customer experience to build brand trust and foster deeper customer relationships.

12:00 PM   Closing Remarks & Hosted Lunch

Join us at
New World Makati Hotel

Main Ballroom, Esperanza Street corner Makati Avenue, Ayala Center, Makati, 1228 Metro Manila

Visit the CX in the City Asia hub for event presentations and learnings.


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