THE CX Leader's Playbook: How to Drive Customer Experience When You Don't Own the Entire Journey

​Great customer experiences rarely come from one team alone, and that is exactly what this session digs into. If you have ever been responsible for CX results while depending on other departments to make the journey work, this conversation is for you. Joining us is 𝐁𝐫𝐲𝐚𝐧 𝐌𝐢𝐜𝐚𝐛𝐚𝐥𝐨, Customer Experience Senior Manager, SM Retail, who will get into how to spot the pain points that matter most, turn customer insights into action, influence stakeholders, and build momentum across teams even when you do not have direct authority.

​Hosted by CX Society Philippines, THE CX Leader's Playbook is a lively hour for CX professionals who want practical ways to move work forward, strengthen collaboration, and help create a customer-centric culture across the business. Expect useful ideas, honest discussion, and takeaways you can bring back to your team right away.