Philippines' #1 Regional Customer Contact Event
March 10 - 13, 2026
| Philippines
Agenda Day 2
Customer Contact Week (CCW) Philippines 2026: Main Conference Day 2, 12 March 2026
8:50 am - 8:55 am
Welcome Address from CCW Philippines
8:55 am - 9:00 am
Opening Remarks from the Chair
9:00 am - 9:40 am
Case Study | Building the Super AI Agent: PAL’s Phased Journey to Smarter, Leaner Customer Service
Mark Munsayac -
Customer Service Head,
PAL
Exploring how PAL is building a high-performance AI agent to drive cost-efficiency and improve service delivery.
Through a structured POC process and a phased rollout, Mark’s team has automated up to 80% of service tasks - reducing costs while preserving CX integrity.
- Achieving 95% CSAT and 78% NPS through AI-driven responsiveness and always-on availability
- Reducing headcount requirements while expanding coverage and lowering cost-to-serve
- Selecting the right partner through extensive proof-of-concept testing and performance validation
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Panel Discussion | Designing Self-Service Journeys That Customers Actually Want to Use
Aleksei Shuravin -
Head of Customer Service,
Salmon Group
Sam Tolentino - Head of Customer Experience, Parcelhero
Ethel Salazar - Head of Operational and Customer Experience, Insular Life Assurance
Joash Phng - Customer Experience Manager, Wok Hey
- Identifying where customers prefer self-service - and where they don’t
- Building intuitive, resolution-first flows that reduce friction and escalation
- Balancing automation and escalation to ensure support is always accessible
- Measuring success beyond deflection - including CSAT, repeat contact and containment rates
10:40 am - 11:00 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.
11:00 am - 11:30 am
Morning Break & Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
11:30 am - 12:00 pm
Harnessing AI to Boost Resolution Speed Without Sacrificing Empathy
Randy N Quimbo -
Head, Customer Operations and Experience Group,
Manulife
- Mapping where AI can genuinely reduce resolution time without degrading human connection
- Combining agent-assist tools with sentiment-aware workflows to protect customer trust
- Reviewing real-life examples of AI-enhanced service delivery that maintains a human touch
- Avoiding common pitfalls that lead to robotic or fragmented service experiences
12:00 pm - 12:30 pm
Industry Thought Leadership
12:30 pm - 1:00 pm
Case Study | Using AI to Improve Customer Conversations When Full Resolution Isn’t in Your Control
Dennis D Bacea -
Head of Customer Service,
Aboitiz Land
Exploring how Aboitiz is using AI tools to deliver stronger customer communication - even when outcomes rely on external stakeholders.
- Leveraging sentiment analysis to better understand tone, urgency and customer emotion
- Equipping frontline teams with AI-powered support to tailor messaging and manage expectations
- Driving trust and satisfaction through transparency and empathy when resolution is delayed
1:00 pm - 2:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
Reimagining Frontline Roles to Improve Retention, Performance & Customer Impact
2:00 pm - 2:30 pm
Case Study | Building Stronger Customer Relationships in a Hybrid World
Jane Carlos -
Chief Customer Experience Officer,
Komunidad
Exploring how shifts in customer behaviour and frontline team models are reshaping expectations for connection, flexibility and trust across service interactions.
- Understanding the new dynamics of trust, channel preferences and responsiveness in customer journeys
- Balancing digital convenience with human touch in complex or high-stakes interactions
- Equipping service teams with the right tools, autonomy and metrics to thrive in hybrid models
2:30 pm - 3:00 pm
Panel Discussion | Creating Career Pathways That Engage, Motivate and Retain Talent
Rey Lim -
Division Vice President, Service Operations,
Makati Medical Center
Christine Felix Reyes - Head of Customer Service, Dash Living
Nepthale Llagas Jr. - Contact Center Manager, Pacific Cross Insurance
- Building clear, progressive development tracks to support long-term employee growth
- Connecting individual performance to broader business goals and customer outcomes
- Empowering leaders to coach and mentor teams beyond basic KPIs
- Addressing attrition by aligning roles with personal goals, recognition and purpose
8:00 am - 8:30 am
Afternoon Break and Refreshments
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
3:30 pm - 4:00 pm
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
4:00 pm - 4:30 pm
Case Study | Preparing Frontline Teams to Use AI and Automation With Confidence and Care
Jennifer Cubelo -
Contact Centre Management Head, Customer Service Division,
RCBC Bank
Exploring how leading contact centres are equipping agents to adopt new tools in a way that improves customer trust and service delivery.
- Building foundational digital literacy and change readiness among frontline staff
- Coaching agents to use AI co-pilot tools, chatbots and automation as enablers - not threats
- Ensuring consistency, empathy and accountability when service is partially automated
- Addressing agent concerns about AI to drive adoption, not resistance
