Philippines' #1 Regional Customer Contact Event
March 10 - 13, 2026
| Philippines
Post-Conference Day
CCW Philippines 2026: Post Conference Day, Friday 13 March 2026
Making Data Work: Turning Contact Centre Metrics Into Action, Improvement & Influence
10:30 am - 10:40 am
Welcome & Housekeeping Address
10:40 am - 11:20 am
Using Customer Journey Insight to Align Acquisition, Onboarding and Service Delivery
Juan Miguel Corona -
Associate Director Strategy and Customer Segments,
BPI AIA Life Assurance
Exploring how BPI AIA is mapping customer journeys from awareness to fulfilment - and using data and segmentation to create more seamless, trust-building experiences.
- Turning upstream journey data into actionable insight for service and operations
- Using segmentation and behaviour models to personalise onboarding and support
- Identifying where breakdowns occur between acquisition promises and service delivery
- Aligning internal teams and metrics across marketing, CX and service functions
11:20 am - 12:00 pm
Case Study | Combining Data Intelligence and AI to Power Customer Retention and Recovery
Rommel Dimayuga -
Customer Retention Director,
Manulife
Exploring how Manulife is turning operational, behavioural and service data into proactive outbound strategies that improve retention and resolution outcomes.
- Building an intelligent recovery engine: From service queries to outbound retention
- Leveraging AI and analytics to prioritise actions, boost dial efficiency, and guide frontline teams
- Measuring the impact of proactive service on churn reduction, resolution time and customer loyalty
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:40 pm
Establishing a Culture of Data-Driven Decision Making
Ley Tapang-Garcia -
Vice President & Head CX & Analytics,
PLDT
- Moving from instinct- or KPI-only decisions to insight-led management
- Coaching leaders and supervisors to use data in everyday decision making
- Creating feedback loops that connect analysis to frontline behaviour change
- Recognising and rewarding data-informed innovation at every level
1:40 pm - 2:20 pm
Translating Contact Centre Data Into Business Influence
Aleksei Shuravin -
Head of Customer Service,
Salmon Group
- Identifying the most compelling metrics and insights for cross-functional leaders
- Linking service data to business outcomes like churn, loyalty and sales
- Telling the story behind the numbers - and getting buy-in from senior stakeholders
- Using insight to elevate the contact centre’s strategic value
