1. CRM CHANGE
CLIENT ADVISORY
BOARD SUMMIT 2015
Time Session Speaker Notes
Luncheon
Entertainment
SPi Global Talents
Welcome WELCOME SPEAKERS
• Rommel Regino,
Senior Vice President,
CRM APAC Sales, SPi Global
• Nicki Agcaoili,
Senior Vice President,
CRM Operations, ROW, SPi Global
HOST
• Jonathan De Luzuriaga
Evolution of customer experience management
from traditional quality and compliance
monitoring to a truly customer-driven feedback;
going another extra mile ensuring FCR,
efficiency, good NPS scores
Opening Message Maulik Parekh,
President CEO, SPi Global
Six Sigma
Myth Busters
Rommel Regino,
Senior Vice President,
CRM APAC Sales, SPi Global
Lean Six Sigma approach to problem solving
and process improvement has been employed
by various companies to provide excellent
customer service. This systematic methodology
can somehow connote complexities to the entire
process of eliminating wastes. But the realization
is simple. Having the customers’ needs and
wants in mind simplifies the whole customer
service experience management.
Adding Value
to Customer
Experience: Earn
Customers for Life
Francis Kong,
Title, Company
Customers nowadays have an improved frame
of reference of what excellent customer
service is. As the lifeblood of the company,
it is imperative that these expectations are
consistently fulfilled to gain their loyalty as well
as forge long lasting relationships with them.
PANEL DISCUSSION:
Managing Customer
Experience: Where to
Focus Resources and
Make Them Count?
MODERATOR:
Gerry Topacio,
Managing Director,
Jebsen and Jessen Philippines
PANELISTS:
• Francis Kong,
Title, Company
• Jeremi-Ann Kabiling
General Manager of Branders
Philippines
• Tina Stockdale
President and CEO, TransUnion
Organizations want to know how to capitalize
on new ways to build lasting and profitable
customer relationships. This panel discussion
will tackle how to create value for the customer
and the organization, how to better engage the
customer at the right time, the right messages
to deliver, etc. to ensure that services are
meaningful and make sense to the customers.
Learnings on Driving
CSAT: The Western
Union Story
Von De Leon,
Director, Operations – US Care,
Western Union
Asia Regional Operations Center
The business of transferring money worldwide
is very sensitive and the expectation here for
prompt and proficient service is very high.
Western Union, being in this business is
hard-pressed to perfect the science of global
money transfer, which is quick, reliable and
efficient. In this session, Western Union will
touch upon evolving and growing the business
by being more customer centric, particularly how
CSAT became the core of its customer service.

2. Time Session Speaker Notes
PANEL DISCUSSION:
Managing Customer
Experience: Where to
Focus Resources and
Make Them Count?
MODERATOR:
Jomari Mercado,
President CEO, IT Business
Process Association Philippines
(IBPAP)
PANELISTS:
• Ricco Gamboa,
Senior Country Manager,
Retention Operations –
Philippines, Dish
• Ed Matulin
Director, Global Strategic
Relationships, Liberty Medical
• Jojo Uligan
General Manager, Curo Teknika
• Andrew Chong
Adviser/Head - Customer
Experience Strategy and
Operations, Smart Communications
Measuring the customer experience in the
context of business outcomes require
qualitative, quantitative and operational
inputs. The understanding of the CSAT and
NPS analytics provide insights to the impact
of the customer experience initiatives enabling
the company to align both performance and
business metrics.
BREAK
Why We Sweat the
Small Stuff: Effortless
Experience for our
Clients’ Customers
Karen Paningbatan,
Associate Vice President,
Quality, SPi Global
Today’s customers dictate that satisfaction
does not necessarily predict loyalty. The key
to actualize loyalty is reducing customer effort.
Creating easier and faster transactions increase
customer loyalty – resulting to strategic and
financial success in the long run.
PANEL DISCUSSION:
Customer Touch
points
that Matter: Are
we Listening and
Answering
at the Right Places?
MODERATOR:
Aly Antonio,
Vice President, Operations and
Business Development, SPi Global
PANELISTS:
• Steven Greenway,
Head of Commercial, Scoot
• Matt Wise
Site Leader, Remitly
• Mitch Locsin
Title, Company
• Ron Malabanan
Manager, Quality and Training,
Western Union
Technology and social media are major drivers
of customer interaction. More and more,
customers communicate to us via different
mediums and channels and we are hard-pressed
to follow them and communicate in like manner.
But should we? This panel discussion will take
up how we can identify which customer touch
points really matter.
The Next Frontier:
SPi Strategic
Services,
FA, and HRO
Kumar Subramaniam,
Associate Vice President,
Quality, SPi Global
Marie Ampeloquio,
Chief People Officer, SPi Global
Synthesis Closing Nicki Agcaoil,
Senior Vice President, CRM
Operations, ROW, SPi Global
Cocktails
Entertainment
Gwyneth Dorado