The fifth global edition featured keynotes, panel discussions, tech talks, private consultation rooms, private networking rooms, and more on Vmeets - a virtual events platform. CX leaders and enthusiasts had engaging sessions with speakers in Q&A sessions and emphasized the changing dynamics of customer experience across the globe.

The summit presented an impressive line-up of speakers including:

- Anthony Rogalski, Solutions Consultant, UserTesting

- Landon Barnes, Principal Solutions Consultant, UserTesting

- Gavin Neil Olsen, Regional Manager, FSI, Sitecore

- Mike Plimsoll, Snr. Director, Industry Strategy & Marketing, Sitecore

- Allan Tumbaga, Senior Vice President and Chief Customer Marketing Officer, Pru Life UK

- Sourabh Chitrachar, Regional VP- IT Strategy & Transformation, Liberty Mutual Insurance

- Rachel Chen, Chief Digital Officer, Aviva Singlife

- Mohd Afdhal Bin Mohd Nayan, Chief Transformation Officer, Malaysia Digital Economy Corporation (MDEC)

- Chatrudee Ngamvalairatt, EVP, Customer Experience Management, Bank Of Ayudhya (Krungsri Bank)

- Tomasz Kurczyk, Chief Digital and Transformation Officer, AXA Insurance

- Mohamed Keraine, Head of Retail, Philippines & Head of Retail Development Asia, ING

- Mujtanibul Ahmed Sakib, Division Customer Experience Director, Wing Bank

- Jennifer Villalobos, Chief Digital and Technology Officer, Prudential Life Assurance Public Company Ltd

Highlights of World CX Summit-FSI - ASEAN:

The summit started with an opening keynote by Mohd Afdhal Bin Mohd Nayan, Chief Transformation Officer at Malaysia Digital Economy Corporation, where he shared his insights on, 'How the Financial Service industry is driving Superior Digital Experience'. He was found quoting, "Delivering customer service is an integral part of banks in society, by addressing the new customer needs and concerns and improving own efficiency and effectiveness."

Sonny Supriyadi, VP - Head, Pricing and Data Analytics at Maybank; Gavin Neil Olsen, FSI DX lead, Southeast Asia at Sitecore and Mike Plimsoll, Snr. Director, Industry Strategy & Marketing at Sitecore discussed at length on topic 'Know your customer, know your data'. Gavin stated, "The FSI sector is in the early stages of becoming digitally agile and meeting the needs of customers in an always-on platform economy. The first step is to streamline the content lifecycle and data capture to enable new services for existing customers. This is where FSI providers need to be focusing their efforts now -- especially as they suddenly have a lot of customers who are online for the first time. This means implementing "content anywhere" processes to allow agility across all channels, owned, earned, and bought, from desktop, mobile, and physical channels, for all aspects of the content lifecycle. Our experience is that fully merging physical and digital channels is a huge culture shift for everyone -- customers, employees, and management. The challenge is to build a seamless CX (customer experience) that reaches across all touchpoints and makes a difference to your bottom line, and brand loyalty."

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