— A Frost & Sullivan and Amazon Connect Leadership Exchange —
Implications of Generative AI for Customer Experience Leaders in The Philippines
Moderator:
Krishna Baidya
Senior Industry Director
Frost & Sullivan
Thursday, 10 July 2025
11:00 AM – 2:00 PM PHT
Harrison 1, Conrad Manila,
Seaside Boulevard corner Coral Way,
Mall of Asia Complex,
Pasay City, 1300, Philippines
Join us for an exclusive, invite-only Lunch and Learn session with a select group of 12 CX leaders from top enterprises in the Philippines.
Disruption is already here. Discover how customer experience (CX) leaders are translating Generative AI (GenAI) into tangible business outcomes.
As digital transformation accelerates, 66.3% of Asia-Pacific IT decision-makers rank improving CX among their top five business priorities (2024 Frost & Sullivan ITDM survey). CX has evolved from a support function into a strategic growth lever—powered increasingly by GenAI.
In Asia-Pacific, 58.6% of organizations are already using GenAI, and another 27.6% plan to invest in the next two years. These technologies are driving personalization, operational efficiency, and real-time engagement at scale.
In the Philippines, the CXM services market earned $11.1 billion in 2023 and is projected to grow to $14.2 billion by 2029 (CAGR 4.1%), according to Frost & Sullivan—highlighting strong momentum and opportunity.
Join us for an exclusive executive luncheon with 12 other CX leaders in the Philippines. This intimate, closed-door discussion—held under Chatham House Rules—offers a rare opportunity to exchange insights, explore emerging trends, and connect with fellow decision-makers shaping the future of customer experience. Gain actionable insights on:
The perception, adoption, and impact of GenAI in CX
Challenges faced when scaling, utilizing, and integrating AI in CX
How to align GenAI projects with overall business goals and objectives
How to avoid “analysis paralysis” while adopting GenAI in CX
Understand industry trends and identify future applications for GenAI
Hear from Krishna Baidya, Senior Industry Director, Frost & Sullivan, Precious Lim, Country Manager, AWS Philippines, Simon Burke, ASEAN CX Specialist, Amazon Connect, and Eldridge Tan, Director, Globe Telecom and discover how to translate AI opportunities into enterprise action without losing sight of the human element.
Turn disruption into differentiation.
Whether you’re planning your AI journey or scaling success, this session is built to guide CX leaders into the next era.
Participants
Eldridge Tan
Director
Globe Telecom
Arthur Nowak
Co-Founder & CEO
iCXeed
Joanne Avendano
VP Customer Experience
Globe Fintech (GCash)
Lakshminarayanan Jayakumar
VP Information Technology
Shearwater Health
Jack Madrid
President & CEO
IBPAP
Mark Anthony Munsayac
Head of Customer Experience
Philippine Airlines
Nepthale Llagas Jr.
Contact Center Manager
Pacific Cross Insurance Inc.
Jayson Cruz
Head of Operations and Customer Care
PalawanPay
Kellda Centeno
Chief Digital & IT Officer
Shakey’s Pizza Asia Ventures Inc.
Florent Flora
Vice President, Information Technology Group
BDO Unibank
Warren Ilustre
Head, Customer Experience and Digital Transformation
Manulife Philippines
Albert Mitchell Locsin
First Vice President & Head of Enterprise and International Business Groups
PLDT Inc.
Chin Sing
Vice President, Head of Business Intelligence & Solutions
2GO Group Inc.
Ankita Rathod
Managing Director, Head of Customer Operations
Accenture Inc.
Manuel Onrejas Jr
Chief Executive Officer
Fast Logistics
Amil Azurin
Chief Commercial Officer
PLDT
Zabeel M. Basheer
Vice President, Business Excellence
Shearwater Health
Federico Gattino
Vice President of R&D
Ubiquity Global Services
Erville Magtubo
Vice President and Head of Customer Care Group
Meralco
Jesus Romero
Chief Operating Officer
Converge ICT Solutions
John Granada
Head Next Generation Technology Innovations
ePLDT
Simon Burke
ASEAN CX Specialist
Amazon Connect
Precious Lim
Country Manager
AWS Philippines
FAQ
What is an Executive Think Tank Lunch?
A Frost & Sullivan Executive Think Tank Lunch is an exclusive, unique and highly engaging in-person conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic, all while enjoying fantastic food and beverage offerings, of course. Your insight as a strategic partner is invaluable.
Why should I participate?
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Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
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Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
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Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
Will you accommodate my dietary restrictions?
Yes! We understand the importance of dietary restrictions and allergies and want to ensure that all participants feel comfortable and have an enjoyable experience.
What is the location of the venue?
Harrison 1, Conrad Manila, Seaside Boulevard corner Coral Way, Mall of Asia Complex, Pasay City, 1300, Philippines
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