Philippines' #1 Regional Customer Contact Event
March 10 - 13, 2026
| Hilton Manila, Philippines
Agenda Day 1
CCW Philippines Day 1, 11 March 2026
Towards Customer Service Excellence
9:00 am - 9:05 am
Welcome Address from CCW Philippines
9:05 am - 9:10 am
Opening Remarks from the Chair
9:10 am - 9:50 am
Opening Panel Discussion | Staying Ahead of Customer Expectations in 2026: What Do Contact Centres Need to Get Right - Right Now?
Ana Lorraine Jones -
Head of Customer Services,
Siemens Healthineers
Necy Santiago - Customer Experience Director, AXA Philippines
Erville D. Magtubo - Vice President and Head of Customer Care Group, Meralco
- How are customer expectations evolving across digital, voice and in-person support in the Philippine market?
- What does “good service” now look like - and how are successful leaders measuring and delivering it?
- What are the biggest internal challenges holding teams back from faster transformation?
9:50 am - 10:20 am
Case Study | Proving the Business Value of Customer Service in a Digital-Only Bank
Sanjay Sharda -
Chief Liabilities and Customer Growth Officer,
UNO Digital Bank
Exploring how UNO Digital Bank is aligning contact centre strategy with customer growth and commercial performance in a fully digital environment.
- With service as one of its only direct customer touchpoints, UNO is transforming the role of its contact centre — not just to resolve queries, but to drive deeper engagement, retention, and customer lifetime value.
- Connecting customer support insights to product, marketing and growth decisions
- Elevating service from operational support to strategic revenue contributor
- Measuring impact through loyalty, app engagement, and deposit growth
10:20 am - 10:50 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
10:50 am - 11:20 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
11:20 am - 11:50 am
Delivering Consistent Service Across Channels to Build Trust
Erville D. Magtubo -
Vice President and Head of Customer Care Group,
Meralco
- Creating a unified service experience regardless of the entry point or platform
- Addressing inconsistent messaging, tone or resolution pathways between channels
- Leveraging shared data and integrated platforms to improve context handover
- Establishing governance and training to align service standards across teams
11:50 am - 12:20 pm
Case Study | Empowering Agents with Knowledge: Integrating Knowledge Management Tools to Drive Better Service Outcomes at Cebu Pacific
Marlon Rabenitas -
Knowledge and Communications Manager,
Cebu Pacific Air
Exploring how Cebu Pacific is improving agent experience and customer outcomes by embedding knowledge management into the day-to-day rhythm of its frontline operations.
• Designing a knowledge management strategy that supports agents across different support scenarios and customer needs
• Embedding knowledge access into existing workflows to reduce friction and boost confidence
• Measuring the impact of knowledge management on resolution speed, accuracy, agent satisfaction and onboarding
• Lessons learned from rollout, adoption and iteration in a dynamic, high-pressure contact environment
12:20 pm - 1:20 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
Structured to maximise audience interaction and participation, each session allows you to zone-in and focus on the topics that matters most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well.
Interactive Discussion Group
1:20 pm - 3:00 pm
Roundtable A | Redefining Human Connection in a Digital-First Customer Service Landscape
Melody Lim -
Head of Customer Experience,
Aboitiz Power
1:20 pm - 3:00 pm
Roundtable B | Leveraging CX Analytics and Smart Data Insights to Drive Revenue Growth and Competitive Advantage
Erville D. Magtubo -
Vice President and Head of Customer Care Group,
Meralco
1:20 pm - 3:00 pm
Roundtable C | Preparing for the Future: Innovations That Will Define Customer Contact Beyond 2026
Ed Russel Diama -
Head of Customer Service,
Bellezza
1:20 pm - 3:00 pm
Roundtable D | Leveraging Voice and Speech Analytics to Improve Customer Interactions and Business Intelligence
Aleksei Shuravin -
Head of Customer Service,
Salmon Group
1:20 pm - 3:00 pm
Roundtable E | Improving Speed to Resolution to Strengthen Customer Trust and Retention
Mona Liza Cruz -
Head of Customer Contact Centre,
Maynilad Water Services
Strengthening Contact Centre Responsiveness, Trust & Loyalty Through Better Speed, Insight & Action
3:00 pm - 3:30 pm
Afternoon Break and Refreshments
Take a break and use this time to network with your fellow industry peers!
3:30 pm - 4:00 pm
Case Study | Reimagining Customer Contact in a Time of Change: Balancing Cost, Experience and Innovation in the Philippines
Melody Lim -
Head of Customer Experience,
Aboitiz Power
Unpacking the macro forces reshaping customer service in 2025 — from AI acceleration to rising expectations and economic pressure
- Exploring how Philippine-based contact centres are adapting their people, platforms and performance strategies in response
- Understanding where the biggest shifts are occurring — from channel behaviour to agent empowerment, and what this means for future planning
- Setting a new agenda for in-house contact leaders: embedding trust, speed, and value into every interaction
4:00 pm - 4:30 pm
Case Study | Exploring how AXA Philippines is transforming disconnected processes into a unified, customer-centred experience
Necy Santiago -
Customer Experience Director,
AXA Philippines
This case study will explore how embedding trust and consistency across the insurance lifecycle can result in a seamless customer journey. After uniting previously siloed teams, AXA is now focused on improving high-friction moments like claims and onboarding through holistic journey design.
- Unifying cross-functional teams around journey-based CX design and delivery
- Improving high-stakes touchpoints like claims and onboarding for greater confidence and ease
- Building a consistent service standard across digital channels and distribution partners
