Human-First Strategies and Digital Innovation Take Center Stage at 5th CX Leaders Philippines 2025

The 5th CX Leaders Philippines 2025, themed “Navigating Human-First Strategies and Digital Innovation to Transform Next-Gen Experiences”, will convene over 100 senior CX leaders, innovators, and decision-makers on August 14, 2025, at the Grand Hyatt Manila for a one-day event dedicated to shaping the future of customer experience in the age of Xperience 3.0. This year’s forum will spotlight how brands can blend empathy, purpose-driven innovation, and advanced digital tools to deliver meaningful, connected experiences in an AI-powered world, providing attendees with fresh insights into balancing technology with the human touch customers crave.

The event will open with a keynote titled “Future. Humans. Now: Leading with Empathy and Innovation in the Age of Xperience 3.0” delivered by Secretary Ivan John Uy, Former Secretary of the Department of Information and Communications Technology. This session will explore how organizations can humanize transformation, build trust, and innovate with purpose in a rapidly evolving digital era. Morning highlights include “The Emergence of AI Copilots: Enhancing CX’s Efficiency and Independence” with Gabrielle (Gaille) Syquia, Co-Founder and President of the Customer Experience Society of the Philippines, discussing how AI-powered assistants are reshaping customer service. Expert-led EDXchange sessions will follow, featuring Agnes Moulic (UnionBank of the Philippines) on AI-driven personalization, Ley Tapang-Garcia (PLDT Global Corporation) on social commerce growth, Anthony Guanzon (Malayan Insurance) on digital commerce, Francis John Chua (2GO Group, Inc.) on customer data management, and Mark Anthony Munsayac (Philippine Airlines) on omnichannel optimization.

Afternoon sessions will feature Globe’s “Tech Spotlight: From Vision to Value – Globe’s AI Journey in Customer Experience” with Carlo Pagulayan of Globe Business | Globe Telecom, Inc., followed by a fireside chat on Digital CX Fatigue moderated by Rod Salamanque (GoTyme Bank) with Mia Bulatao (PICK.A.ROO). The day will conclude with a forward-looking panel discussion, “The CX Crystal Ball 2025 and Beyond – Disrupting CX with the Latest Tech Trends”, chaired by Chad Sotelo (Former CMO, Robinsons Land Corporation) and joined by Patricia Tan (Security Bank Corporation), Rami Chahwan (PICKUP COFFEE), Lucien Dy Tioco (Philstar Media Group), and Erville Magtubo (MERALCO).

With the Philippines emerging as a hub for exceptional customer experience, the CX landscape is undergoing a seismic transformation. By 2025, brands will need to integrate AI, automation, social commerce, omnichannel strategies, and hyper-personalization while safeguarding customer trust and data privacy. Recent trends show that 40% of companies are increasing CX investments to strike the perfect balance between cutting-edge technology and human-first strategies that make interactions truly memorable. The 5th CX Leaders Philippines will provide a strategic roadmap for companies to thrive in this evolving space—offering actionable strategies, real-world case studies, and unparalleled networking opportunities for CX innovators.