Elevating the Customer Experience Paradigm in the Digital Landscape

Abigail Ho-Torres

A seasoned communication professional, Abigail Ho-Torres has more than two decades of experience in multiple fields and industries, including media, petroleum, tobacco, and water utility.  


She is currently the Customer Experience Head of Maynilad Water Services, Inc., in charge of policy development, process standardization, customer-supporting tech infrastructure, consumer research, and customer engagement. She previously headed the company’s Advocacy and Marketing Department, spearheading corporate social responsibility (CSR), brand building, and market research initiatives. 


Prior to joining Maynilad, she was Government Affairs Manager for British American Tobacco Philippines, also performing internal communication, employee engagement, media relations, stakeholder management, and CSR work. She was also Government Affairs and Institutional Linkages Manager and official spokesperson of SEAOIL Philippines, Inc., concurrently serving as Executive Director of SEAOIL Foundation Inc. 


She started her career as a business reporter for the Philippine Daily Inquirer, covering the telecoms and transport, energy, investments, motoring, and information technology beats for almost 11 years. 


2024 Speakers and Facilitators

Cathy Santamaria

Chief Customer and Marketing Officer

Bank of the Philippine Islands

Iris Yacat

Chief Operations Officer and Chief Customer Experience Officer


Aaron Dela Paz

Chief Experience & Operations Officer

AllCard Inc.

Venn Jude ‘VJ’ Francisco

Chief Experience Officer

Metro Pacific Tollways Corporation

Lionel Gacad

Chief Experience Officer

GoTyme Bank

Gino Riola

Chief Marketing and Sustainability Officer

Allianz PNB Life Insurance Inc.

Rowena Zamora

Chief Strategy Officer

GCash (Mynt - Globe Fintech Innovations, Inc.)

Rey Lugtu

Chief Executive Officer

The Hungry Workhorse

Ley Tapang-Garcia

Vice President and Head of Customer Experience and Analytics

PLDT Global Corporation

Abigail Ho-Torres

Assistant Vice President - Head, Customer Experience

Maynilad Water Services

Sam Tolentino

Head of Training, Quality & VOC – CESG

UnionBank of the Philippines

Paul Velasquez

Head of Customer Experience Management Operations

GCash (Mynt - Globe Fintech Innovations, Inc.)

Coleen Calapis

Head, CX Solutions Delivery

Aboitiz Power

Glenn Ong

Director, Customer Experience

Cebu Pacific Air

Lester San Antonio

Director of Business Development SEA


Eric Loh

Customer Experience Specialist, Asia