Elevating the Customer Experience Paradigm in the Digital Landscape

Lionel Gacad

Lion Gacad is currently the Chief Experience Officer of GoTyme Bank and is leading the customer-centric culture and customer service strategy. A true champion of GoHuman, he firmly believes that the key to delivering unparalleled customer service and experience in banking lies in authentic conversations and meaningful engagement with customers by building synergies between the digital, AI and human experiences, shaping the future of customer engagement.

Lion’s 17-year journey is dedicated to crafting the best-in-class customer service and experience. Instead of conforming to the usual, Lion has embraced a revolutionary approach, placing customers at the heart of the business. Lion’s experience includes the launch of Tala Philippines Customer Experience Operations, where he designed a lasting customer-centric culture, including an innovative credit-education style of collections. Recently, he also led the Business Operations of Cashalo Philippines where he took on the role of Director and Business Head. In this capacity, he led Customer Service, Experience, Process Management, Data-Privacy, Telesales and Marketing. Lion holds a Bachelor of Arts degree in Political Science from Saint Louis University. 

Lion sees customer feedback not just as mere comments but as powerful data that fuels the engine of impactful change in the digital world of banking. His passion for exceptional service and his relentless pursuit of customer happiness are at the core of his principles which he believes leaves a lasting impact on every customer interaction. 

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