AGENDA
26th March 2026 | Bangkok
8:30 – 9:30
Registration & refreshments
9:30 – 9:40
Welcome & BuyerForesight™ introduction
9:40 – 10:00
Icebreaker
10:00 – 10:20
Opening keynote
10:20 – 10:35
Title sponsor keynote
10:35 – 11:00
CX technology partners’ spotlight
11:00 – 11:30
Networking break & 1:1 meetings
11:30 – 12:15
Panel discussion
Track 1: Navigating human-centered innovations and the future of CX work
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 harmonize these powerful technologies with the irreplaceable human touch?
Track 2: Unlocking CX ROI: Data-driven insights for increased customer lifetime value
Data analytics is no longer novel, but many organizations still struggle to translate data into tangible business results. This session will explore how CX leaders can leverage metrics like ROI and CLV to showcase CX growth and chart the roadmap for future initiatives, while harnessing the power of data and personalization to nurture customer relationships.
12:15 – 13:00
Panel discussion
Track 1: The empowered customer: Implications of the metaverse and self-service platforms
The rise of immersive technologies, coupled with the convenience of self-service platforms, is fundamentally transforming the customer-brand dynamic. This panel will debate the implications of this shift, exploring how brands can navigate the complex balance between giving customers ultimate control and maintaining brand integrity.
Track 2: Loyalty reimagined: Building brand devotees in a hyper-competitive market
Business leaders know that retaining customers is more cost-effective than acquiring new ones, but traditional loyalty programs often fall flat especially among the younger, digital-savvy generations. We’ll delve into how brands can build genuine connections, demonstrate social responsibility, and create personalized experiences that resonate with new values and expectations.
13:00 – 14:00
Lunch reception & 1-1 meetings
14:00 – 15:30
Knowledge carousel
During this session, attendees will be sorted into groups of 10- 12 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and move to the second discussion after 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions and share their personal insights.
1
How to turn customer service from a
transactional to a transformative experience
2
The future of customer communication: An omni-channel approach
3
Beyond NPS – Making the most out of customer feedback for business value
4
Charting the course towards ‘total experience’ by seamlessly integrating customer and employee journeys
15:30 – 16:00
16:00 – 16:45
Panel discussion
Unified customer view: From data-driven digital marketing to seamless CX
In today’s omnichannel world, customers interact with brands across countless touchpoints—from social media ads and email campaigns to websites and in-app experiences. The challenge is to connect these disparate interactions into one cohesive, personalized journey. This panel will explore how forward-thinking companies are leveraging data to break down departmental and channel silos, creating a unified view of the customer.
16:45 – 17:30
Panel discussion
17:30
Closing remarks & end of summit
Purpose-driven CX: Building ethical and sustainable practices
The terms “sustainable” and “ethical” have moved from marketing jargons to essential pillars of a modern business strategy. Today’s consumers are more informed and expect brands to be transparent, responsible, and authentic. This panel will move beyond the glossy PR to explore what it really takes to embed sustainability and ethics into every customer touchpoint.
Interested in attending or sponsoring this event?