AGENDA
26th March 2026 | Mandarin Oriental Bangkok
8:30 – 9:30
Registration & refreshments
9:30 – 9:40
Welcome & BuyerForesight™ introduction
9:40 – 10:00
Opening keynote
From Click to Experience: Designing Seamless CX in the Age of Commerce Ecosystems
CEO & Co-Founder, Priceza (Honorary President, Thailand E-commerce Association)
10:00 – 11:00
Keynote panel discussion
The integrated value chain – Breaking CX-Tech silos to unlock exponential ROI and growth
How can leaders harmonize technology, data, and customer experience to transform a cost center into a revenue engine? Hear from top leaders on the strategic imperative of breaking down silos between CX, IT, and Data functions, linking experience data directly to revenue outcomes and efficiency gains, to ultimately secure CX’s role as the organization’s most powerful accelerator of profitable growth.
Panelist:
Executive Vice President of Operations,
Tokio Marine Life Thailand
VP & General Manager - Operations, lebua Hotels & Resorts
Head of Sales, Webex Customer Experience India & ASEAN, Cisco
VP & General Manager - Operations, lebua Hotels & Resorts
Moderator:
Adjunct Lecturer, University of the Thai Chamber of Commerce
Host:
Head of Experience at BuyerForesight™
11:00 – 11:30
Networking break & 1:1 meetings
11:30 – 11:55
Title sponsor keynote
Head of Sales, Webex Customer Experience India & ASEAN, Cisco
11:55 – 12:40
Panel discussion
Beyond NPS – Making the most out of customer feedback for business value
NPS is fundamentally a lagging indicator—a single-point measure of sentiment that offers little guidance on why customers feel the way they do or how the business should act. This discussion will move beyond simply scoring loyalty to establishing a comprehensive Voice of Customer (VoC) program that transforms unstructured feedback into predictive CX.
Panelist:
Head of Analytics and AI,
Central Retail
Operations Director,
Arcelik Hitachi Home Appliances
12:40 – 13:40
Lunch reception & 1-1 meetings
CX technology partners’ spotlight
13:40 – 15:00
Knowledge carousel
Today’s customers don’t see departments; they see one brand. Yet, internal friction often creates a fractured external experience. This discussion focuses on identifying the common break-points in the customer lifecycle, from initial discovery to post-purchase support, and shares strategies for smoothing the transitions that matter most.
CEO & Co-Founder, Priceza (Honorary President, Thailand E-commerce Association)
Join the discussion on how Agentic AI will revolutionize customer communication. This is an exciting opportunity to explore with peers the shift from reactive chatbots to predictive AI agents that can anticipate needs, orchestrate cross-system workflows, and elevate human agents to more empathetic and strategic interactions.
Head of Sales, Webex Customer Experience India & ASEAN, Cisco
3. Real-time, data-driven insights for increased customer lifetime value
Data analytics is no longer novel, but many organizations struggle to translate data into tangible business results. This session will explore how CX leaders can leverage data to segment customer profiles, hyper-personalize content, and engage effectively across all channels with a unified customer view.
Moderator:
Head of Experience at BuyerForesight™
We will explore the strategic shift required to evolve the contact center from reactive to proactive. The discussion will focus on the principles, technologies, and metrics needed to turn every customer interaction—regardless of channel—into a relationship-building, transformative experience.
Moderator:
Customer Success at BuyerForesight™
15:00 – 15:30
15:30 – 16:15
Panel discussion
The seamless customer journey – Empowering users across connected digital experiences
The rise of digital technologies, coupled with the convenience of self-service platforms, is fundamentally transforming the customer-brand dynamic. This session will analyze how brands are leveraging these platforms not just for convenience, but to give customers unprecedented control and transparency. We’ll discuss how leaders manage data synchronization, integrate technology stacks, and deliver an experience that is consistently intuitive, personalized, and interconnected across all channels.
Panelist:
Head of Strategy and Transformation (CEO Office), Central Department Store Group
Ex-Chief Data Officer, BTS Group Thailand
16:15 – 17:00
Fireside chat
Human-centered AI – Designing purpose-driven CX that scales trust, empathy & sustainability
The rise of agentic AI and machine learning presents both significant opportunities and challenges. We’re no longer just talking about chatbots; we’re discussing AI that can learn, adapt, and even initiate interactions. This panel delves into the crucial question: How do we ethically and sustainably harmonize these powerful technologies with the irreplaceable human touch and continue to elevate both employee and customer experience.
Panelist:
Moderator:
Head of Experience at BuyerForesight™
17:00
Closing remarks & end of summit
Interested in attending this event?
Chief Customer Officers, Chief Marketing Officers, Chief Innovation Officers as well as Directors, VPs, and Heads of the above mentioned functions.
CX technology partners’ spotlight
