Elevating the Customer Experience Paradigm in the Digital Landscape

Ley Tapang-Garcia

As the Vice President and Head of Customer Experience and Analytics at PLDT Global, Ley is instrumental in driving the adoption of digital initiatives and Customer Experience programs. Her primary focus lies in consolidating customer insights, orchestrating seamless engagement across channels, and measuring the impact of these efforts through key performance indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Ley’s leadership extends to spearheading Digital Enterprise Capability within PLDT, where she identifies opportunities for process optimization and digitalization. With a keen eye on data management, Ley ensures meaningful insights drive strategic decisions, leading to enhanced customer satisfaction and brand perception. She champions digital transformation by implementing innovative solutions such as AI chatbots and mobile app enhancements to elevate PLDT’s servicing capabilities.

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