Philippines' #1 Regional Customer Contact Event
March 10 - 13, 2026
| Philippines
Pre-conference day
Pre-Conference Day CCW Philippines: 10 March 2026
Voice of Customer Bootcamp
10:30 am - 10:40 am
Welcome and Housekeeping Address
10:40 am - 11:20 am
Building a Voice of Customer Strategy That Drives Action
- Identifying the core elements of an effective VoC framework in contact centres
- Aligning feedback programs with business objectives, not just scorekeeping
- Creating ownership and accountability for acting on feedback
- Avoiding common traps that make VoC programs feel performative
11:20 am - 12:00 pm
Case Study | Closing the Loop: Using Automated Feedback Systems to Build Operational Intelligence and Strengthen Customer Trust
Catherine Joyce Espinoza -
Head of Business Process and Contact Center,
Shakey's Philippines
Exploring how Shakey’s expanded its contact center mandate by embedding structure and intelligence into its feedback and recovery operations at scale.
- Unifying service operations across voice, social, delivery, franchise, and IT channels to eliminate silos, reduce friction, and streamline resolution
- Rolling out “Project Sherlock”, a feedback automation initiative that enables real-time tagging, routing, and tracking of customer concerns
- Transitioning public-facing customer feedback into a centralised, trackable recovery framework—boosting accountability, speed, and customer trust
The result: A more responsive, data-driven service ecosystem where every complaint becomes an opportunity to recover and improve.
12:00 pm - 1:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:00 pm - 1:40 pm
Engaging Agents in the Feedback Conversation
1:40 pm - 2:20 pm
Case Study | Building Patient Trust Through Structured Feedback & Experience Design
Janice Tiambeng -
VP of Patient Experience,
St. Luke's
Exploring how St. Luke’s is operationalising patient feedback to improve service quality, safety, and emotional care across the full patient journey
- Using structured and unstructured feedback to understand pain points in healthcare service
- Closing the loop between patient feedback and frontline coaching or service recovery
- Designing processes that protect empathy and trust in high-pressure care environments
