Elevating the Customer Experience Paradigm in the Digital Landscape

Iris Yacat

With more than 2 decades of solid experience in building customer- centric capabilities and culture from the beginning phase  to large scale financial services operations, Iris Yacat is one of the leading CX professionals in the Philippines today. 

She is a strong believer of empowered teams that learn and grow together through theories and practical application of concepts through experiments. She has consistently applied this philosophy as she led functions in customer service operations, business process management and automation, data and analytics and various strategic initiatives. 

In her current role as the Chief Operations Officer and Chief Customer Experience Officer at UBX, Iris leads functions that has successfully grown the customer base thru multichannel acquisition, expanded services to 24/7, built data and analytics to enable insights into customers and operations, and built teams and processes to improve customer engagement. 

UBX is the Philippines’ leading open finance platform that provides more opportunities and access to individuals, communities, businesses and government. 


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