Customer Loyalty Track – Day 1 (November 15, 2018 – Thursday)

8:50am – 8:55am Prayer / National Anthem
8:55am – 9:00am Laughter Yoga
9:00am – 10:00am Opening Keynote: Making A Difference through Loyalty Marketing in the Digital Platform
Dr. Donald Lim, CPM
Country CEO, Dentsu Aegis Network Philippines
10:00am – 11:00am Loyalty in a low cost world: Innovating the traditional loyalty to look after best customers
Mr. Nik Laming
General Manager for Loyalty, Cebu Pacific
11:00am – 12:00nn Redefining Customer Journey In The Fourth Industrial Revolution
Ms. Pauline Pangan
Founder, AFDigital
12:00nn – 1:00pm Lunch
1:00pm – 1:30pm Group Game
1:30pm – 2:30pm White Space (Workshop)
2:30pm – 3:30pm Customer Retention Strategies that Keep Customers from Coming Back
Mr. Sherwin John Sario
Assistant Loyalty Program Manager, Metro Retail Stores Group, Inc.
3:30pm – 4:30pm Strategies for Higher Customer Loyalty in the Healthcare System
Ms. Hennesy Lou Miranda
Customer Experience and Engagement Director, Asian Hospital and Medical Center
4:30pm – 5:30pm Closing Keynote: Trends that Will Drive Loyalty Programs that Create Longer Customer Lifetime Value in 2019
Ms. Yayu Javier
President and COO, Avanza, Inc.

Customer Experience Management – Day 2 (November 16, 2018 – Friday)

8:55am – 9:00am Laughing Yoga
9:00am – 10:00am Opening Keynote: CX Future Trends that Will Transform Your Business in 2019
Mr. Steven Ladd
Lead, Customer Engagement and Commerce Consulting, Ogilvy
10:00am – 11:00am From UX to CX: Creating An Excellent Human Experience Journey
Mr. Phil Smithson
Director, On Off Group
11:00am – 12:00nn How Artificial Intelligence transform your Customer Experience
Mr. Ferdinand Piano
Head, Asia Pacific, IV.AI
12:00nn – 1:00pm Lunch
1:00pm – 1:30pm Group Game
1:30pm – 2:30pm White Space (Workshop)
2:30pm – 3:30pm Retail Revolution: Track and Analyze Your Shopper Behaviour Using Smart Cameras
Mr. Raphael Layosa
Founder and CEO, Retailgate
3:30pm – 4:30pm The Mercato Experience: Creating A Unique and Excellent Customer Experience
Mr. RJ Ledesma
Chairman, Mercato Centrale
4:30pm – 5:30pm Closing Keynote: Making A Difference in Brand Experience through CX Transformation
Ms. Matec Villanueva
Consultant, CNN Philippines
5:30pm – 6:30pm Wine and Cheese

*Program subject to change without prior notice. 

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