AGENDA
26th March 2026 | Bangkok
8:30 – 9:30
Registration & refreshments
9:30 – 9:35
Welcome & BuyerForesight™ introduction
9:35 – 10:00
Opening remarks & icebreaker
10:00 – 10:45
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.
10:45 – 11:00
Title sponsor keynote
11:00 – 11:30
11:30 – 12:00
12:00 – 12:45
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
12:45 – 14:00
Lunch reception & 1-1 meetings
CX technology partners’ spotlight
14:00 – 15:30
Knowledge carousel
1. How to turn customer service from a transactional to transformative experience
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.
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.
3. Real-time, data-driven insights for increased customer lifetime value
4. Reimagining loyalty programs 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 and create experiences that resonate with new values and expectations.
15:30 – 16:00
16:00 – 16:45
Panel discussion
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:
Senior Vice President, Customer Experience Group, Agoda
Director of Customer Engagement Centre, Dusit International
Executive Vice President of IT, DTGO Group of Companies
Director of Customer Engagement Centre, Dusit International
16:45 – 17:30
Panel discussion
17:30
Closing remarks & end of summit
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:
Director of Accor Tech Operations and Innovations, Sofitel & MGallery, Accor
Chief Data Officer BTS Group Thailand, BTS Group Holdings Public Company Limited
Head of Strategy and Transformation (CEO Office), Central Department Store Group
Chief Data Officer BTS Group Thailand, BTS Group Holdings Public Company Limited
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
