Elevating the Customer Experience Paradigm in the Digital Landscape

Venn Jude ‘VJ’ Francisco

VJ Francisco is currently serving as the Chief Experience Officer of Metro Pacific Tollways Corporation (MPTC) which is the largest toll road developer and operator in the Philippines. His team’s main goal is to ensure that the totality of experiences of the customer is at its most desirable level through customer research & analytics, experience design and experience management. He is also the current chair of the MPTC CX Council which aims to harmonize all customer-related initiatives across different business units of MPTC.

He has 16+ years of multi-industry experience involving CX Strategy, Experience Design and Experience Management. VJ’s body of work includes roles in local and multi-national brands such as Globe Telecom, Hewlett Packard, JG Summit, NuWorks Interactive Labs and Citi.

When he has extra time, he also teaches Design Thinking and Business Innovation. His mission is to enable relevant and enjoyable journeys through frictionless and connected customer experience.

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