SPEAKERS

Raymond is currently leading service strategies and omni-channel customer experience efforts at Ministry of Manpower (MOM) as the Director of Customer Responsiveness Department. He has been awarded the Public Administration Medal (Silver) for his outstanding contribution to public service.

Raymond Tan

Director of Customer Responsiveness Department,

Ministry of Manpower (MOM)

Singapore

Michelle Huff has 20 years' experience leading marketing and go-to-market strategies at high tech companies. Huff is responsible for UserTesting's go to market strategy, building the brand and generating demand.

Michelle Huff

Chief Marketing Officer,

UserTesting

United States

Ashlyn leads the Customer Success team for Global Clients in APAC. With experience spanning across digital media, sales and customer success. His personal mission is: To Empower and Elevate people.

Ashlyn Rodrigues

Head of Customer Success, Global Clients APAC,

Singapore

Nate Brown is the Senior Director of Customer Experience for Arise Virtual Solutions. He was dubbed the "CX Influencer of the Year" by CloudCherry in 2019.

NATE BROWN

Senior Director of Customer Experience,

Arise

United States

Janelle is responsible for stewarding the future of Human Insight and translating that into opportunities to evolve the platform. Janelle has over 15 years' experience conducting large-scale customer research initiatives. Prior to UserTesting, Janelle held UX research consulting roles at Nielsen Norman Group and Forrester Research.

Janelle Estes

Chief Insights Officer,

UserTesting

United States

Lau Yin May was appointed as the Group Chief Marketing and Customer Experience Officer (GCMCXO) of Malaysia Airlines Berhad. She has also held portfolios in the advertising, marketing, and communications fields with GroupM.

Lau Yin May

Group Chief Marketing and Customer Experience Officer,

Malaysia Airlines Berhad

Malaysia

Devy Pranowo is the AVP of Customer Experience at Tokopedia. She was previously a Software Engineer at Blackberry in Seattle, US. Devy believes that technology is an enabler and a connector for everyone located everywhere.

Devy Pranowo

AVP of Customer Experience,

Tokopedia

Indonesia

Arvind is the Head of Customer Service at DHL Express Malaysia. He has held various roles at the country, regional, and global levels throughout his 17-year career with the company.

Arvind Mohan

Head of Customer Service,

DHL Express

Malaysia

Evan is a seasoned technology leader with more than 10 years of experience in the AI and customer experience space. He heads up the Presales team for LivePerson, where he played an instrumental role in helping LivePerson's customers and prospects digitally transform their customer experience strategy through the use of AI.

Evan Tanuhardja

Head of Presales APAC,

LivePerson

Sydney
Australia

Sarah is Tripadvisor's insight-clopedia. She has more than 20 years marketing, sales and digital experience across EMEA and APAC. A keen advocate for women's development, thought leadership and insight sharing, Sarah is a frequent speaker at events across the region.

SARAH MATHEWS

Group Head of Media Partnerships,

APAC

Hong Kong

Chatrudee is Head of Customer Experience Management at Krungsri Bank, Thailand with more than 20-year experience in Banking both Local and International banks and 6-year experience specifically in Customer Centric transformation and CX in financial sector.

Chatrudee Ngamvalairatt

EVP, Customer Experience Management,

Bank Of Ayudhya - Krungsri

Thailand

Mary Drumond is Chief Marketing Officer at Worthix. She has extensive experience in marketing research, focusing on customer experience and customer experience management. Mary currently serves as a board member for the University of Georgia's Master's in Market Research program.

Mary Drumond

Chief Marketing Officer,

Worthix

United States

A versatile telecommunications professional with more than 20 years of work experience primarily in Customer Experience, Marketing, Change Management, Project Management, Customer Analytics Learning & Capability Development.

Ainul Baizura Ali

General Manager Customer Advocacy,

Dominos

Malaysia

Alicia Calin is Solutions Specialist for Customer Workflows at ServiceNow Asia. She helps companies create workflows to streamline operations across the enterprise. Prior to joining ServiceNow, she worked at Zendesk for 2 years and Adobe for 5 years.

Alicia Calin

Solutions Specialist, Customer Workflows,

ServiceNow

Singapore

Devendra is the head of Asia Pacific MarTech at The Coca-Cola Company. He focuses on the MarTech stack promoting consumer audience growth and personalization. Devendra has a proven background with media and brand agencies, MarTech, AdTech platforms, and publishers.

Devendra Shivhare

Head of Asia Pacific MarTech,

The Coca-Cola Company

Singapore

Jennifer is a Client Experience thought Leader and Consumer Banking Professional with extensive experience driving technology-enabled change and digital transformation across APAC & EMA regions. Jennifer has 10+ years in consumer business, starting from fashion, transitioned to digital banking.

Jennifer Lee

Vice President, Asia Pacific and EMEA Regional Digital Client Experience,

Citi

Singapore

Shivkumar founded Exotel as a cloud telephony platform for businesses in 2011. A decade later from what's been a remarkable journey, he raised $100 million in funding, merged with Ameyo and acquired Cogno AI. He is now devoting his energies to establishing Exotel as the emerging market’s first unified customer engagement stack.

Shivakumar Ganesan

Co-founder and CEO,

Exotel

India

Avis is the Head of Consumer at LUXASIA, an omni-channel partner of fragrance, skincare, makeup, hair care and luxury lifestyle brands. Avis blends her experience with major brands, retailers, banks, airlines, telecoms and broadcasters with APAC consumer insights and technology.

Avis Easteal

Head of Consumer,

LUXASIA

Singapore

Sonali Verma is responsible for building next-in-class insurers' customer experience infrastructure across Asia. She has over 20 years of rich experience in organizational operations, digital experiences and service delivery. Prior to Manulife, Sonali worked at Citibank Singapore for almost nine years.

Sonali Verma

Head, Customer Experience and Innovation, Regional Bancassurance,

Manulife Asia

Singapore

Sandeep is the SVP & Business Head of Affiliates for Southeast Asia for Alibaba Group's Lazada. He worked in the founding team of Amazon.in focusing on media and gaming.

Sandeep Raj

SVP & Business Head of Affiliates for Southeast Asia,

Lazada

Singapore

Dan is currently leading transformation efforts for a 111-year-old life insurance company. He firmly believes that the key to any successful transformation venture is by starting with culture. By thinking in terms of becoming future-ready, he keeps the organization's door open to future innovation.

Dan Ramirez

Head of Business Excellence,

Insular Life Assurance Co., Ltd.

Philippines

VJ is the Head of Customer Experience of JG Summit, one of the largest and most diverse conglomerates in the Philippines. VJ has experience in design leadership, strategy and execution with over 15 years in the industry.

VJ Francisco

Head of Customer Experience,

JG Summit Holdings Inc

Philippines

Joey Tan is the Head of CX for GXS - the Grab-Singtel digital bank venture. She is responsible for developing, shaping and executing a holistic customer experience strategy. She's passionate about advocating for customers, thinking in their shoes and delivering "wow" experiences.

Joey Tan

Head of CX,

GXS

Singapore

Veda's expertise is in the field of customer service, with a focus on contact centre technology such as agent productivity, operational efficiencies, and customer experience, which she has used to help her clients create outstanding staff and customer experiences.

Veda Menon

Director - Sales,

Uniphore

Singapore

Vikrama Dhiman has over 17 years of experience in building Internet products, including e-learning, mobile wallets, e-commerce and more. He has also been an Agile consultant for Fortune 500 companies.

VIKRAMA DHIMAN

Head of Mobility Products,

Southeast Asia

Gojek, India

A passionate hotelier with over 15 years of cross-dimensional experience, Soumonath is responsible for ensuring seamless customer journey and memorable experience through online channels. He spearheads global Customer Transformation Programmes and Customer Analytics for the network of hotels within the region.

Soumonath Chatterjee

Director of Digital, Loyalty & Customer Experience ,India & South Asia,

Accor

India

Together with a team of 50 client experience agents at StashAway, Mey helps deliver the best experience while promoting financial literacy for all StashAway clients across Singapore, Malaysia, the MENA region, Hong Kong, and Thailand.

Mey Chyi Wong

Head of Client Experience,

StashAway

Malaysia

Shawn Roy is based out of Singapore and is the Lead of Consumer Insights for South East Asia and Taiwan at GSK Consumer Healthcare. He has in-depth experience and knowledge in consumer healthcare, F&B, tech, and banking and has served various blue-chip and local clients.

Shawn Roy

The Lead of Consumer Insights – South East Asia and Taiwan,

GSK Consumer Healthcare

Singapore

Kowshik Bhattacharjee comes with 22 years of rich experience and associated with some of the finest brands like Taj Hotels/ Marriott/ Le Meridien/ ITC Hotels. He has been conferred with prestigious "Bharat Gaurav Award" in 2017 by Central Ministry.

KOWSHIK BHATTACHARJEE

Head of Service Excellence,

Medcare Hospitals & Medical Centres

UAE

Akanksha has been leading the data and insights team at Foodpanda Thailand since 2020. Her role comprises ensuring effective and productive data utilization by creating tools or products. She advocates data backed decision making in all departments and user experience improvements.

Akanksha Rastogi

Head of Data and Insights,

Foodpanda

Thailand

Daniel leads the Product function for Tyme, one of the world’s fastest growing digital banking groups, building high-tech high-touch banks in emerging markets.

Daniel Stacey

Head of Product,

Tyme

Vietnam

Harish is a Marketing & CX leader with Pan-Asian experience, having lived and worked in India, Hong Kong, Indonesia and Singapore. He joined Qualtrics from Prudential Singapore, where he was the Head of CX & Segments.

Harish Agarwala

Head of Customer Experience Strategy,

Qualtrics

SEA, India and HK