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Celebrating CX, digital, and product leaders from financial services

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Smart, Simple, Scalable: Delivering Growth by Design

The Digital CX Summit is anchored in deep industry engagement, shaped by extensive research calls with global senior financial services leaders, and enriched by insight from the Digital CX Awards — the largest and most respected CX awards programme for financial services in the region.

In a single, high-impact day, senior decision makers from across all financial services institutions across the globe will gather in Singapore to examine how customer experience is being redefined as a driver of growth, loyalty, and trust.

Through fireside chats, panels, interactive roundtables, and private workshops, the agenda goes beyond theory to deliver case-led insight, regional benchmarks, and practical takeaways for leaders responsible for transformation.

Back for it’s 8th year, the Digital CX Awards will take place in the evening following the end of the Summit.

Digital CX Awards 2026

Digital CX
Summit Asia 2026

Smart, Simple, Scalable:
Delivering Growth by Design

The conference is informed by deep industry engagement, including extensive research calls with senior FS leaders across APAC and insight drawn from the Digital CX Awards —the largest and most respected CX awards programme for financial services in the region. With hundreds of submissions annually from across retail banking, insurance, payments, and emerging fintech ecosystems, the awards provide a unique view of the strategies, innovations, and execution approaches shaping customer experience today.

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Countdown to the Digital CX Summit 2026

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The Summit

is informed by deep industry engagement, including extensive research calls with senior FS leaders across APAC and insight drawn from the Digital CX Awards, the largest and most respected CX awards programme for financial services in the region. With hundreds of submissions annually from across retail banking, insurance, payments, and emerging fintech ecosystems, the awards provide a unique view of the strategies, innovations, and execution approaches shaping customer experience today.

The agenda goes beyond theory to address the practical challenges of delivering scalable, compliant, and emotionally resonant customer experiences in complex FS environments. It bridges strategic intent with executional reality, offering insights that are both actionable and grounded in real-world.

Explore The Agenda

Meet Our Speakers

See all Speakers

Ross O’Brien

Research Analyst

The Digital Banker

Guillermo Veiga

Group Chief Information Officer

Standard Chartered

Vinoth Krishna

Head of Digital Assisted Platforms

Citi

Simon Puckering

Head of Digital and Innovation for International Wealth and Premier Banking

HSBC Singapore

Manpreet Singh

Senior MD and Head of Group Customer Experience, Group Strategy

CIMB

Gourab Kundu

Head of Digital, Citi Wealth, Asia South

Citi

Saurabh Mathur

Head of Customer Experience and Digital Marketing

Income Insurance

Ashley Thomas

Head of Strategy & Operations - Singapore

Revolut

Lolitta Suffian

Senior Vice President

Bank Simpanan Nasional

Jackson Oh

Chief Technology Officer

ANEXT Bank

Mahalakshmi Iyer

Head of Platforms, Journeys & Financial Planning SEA

HSBC

Fred Lim

Chief Digital Commercialisation Officer

Hong Leong Bank Vietnam

Marie Bush

Director

Alvarez & Marsal

Dr Karan Srivastava

Head of Digital Transformation, Group Bancassurance

Standard Chartered

Afarina Ripaee

Head of Strategic Customer Experience & Relations

Agrobank Malaysia

Raheel Baig

Director, BMO Virtual Connect Analytics and Performance Solutions

Bank of Montreal

Feargal de Burca

Partner, Financial Services Consulting

KPMG

Tom Mouhsian

Principal Analyst APAC

Forrester

Rashmi Kumar

Founder

Write Track

Key Themes

CX as a Business Growth Engine

Reframing CX as a measurable driver of retention, loyalty, and revenue growth.

Smart Simplicity & Scalable Design

Designing systems, journeys, and operating models that reduce friction and unlock agility at scale.

AI, Automation & Co-Pilots

Applying intelligent tools to enhance customer support and service efficiency—without compromising trust or transparency.

Empowerment Through Transformation

Aligning internal processes, teams, and incentives around customer outcomes.

Loyalty & Human-Centred Metrics

Moving beyond satisfaction to measure value through trust, engagement, and long-term emotional connection.

Shaped by the Industry

Designing CX Around
What Matters Most

This agenda reflects the realities of delivering CX in today’s APAC financial services landscape. Each topic is grounded in extensive conversations with CX, digital, and product leaders across multiple markets, ensuring it addresses the most urgent strategic and operational priorities. Additional perspective comes from the breadth and quality of Digital CX Awards submissions, which capture both market-leading innovation and the common challenges faced by FSIs.

Format and Experience

Focused. Practical.
Immediately Applicable.

The summit features keynote interviews, fireside chats, expert panels, interactive roundtable discussions, private workshops and lunch — all within a one-day format built for maximum value, networking, and actionable insight. Private lunch and workshops provide deep dives into core topics in closed-door, practitioner led settings, offering targeted high-level discussion.  

The Top 100 Banks
For Digital CX Report

The report evaluates the leading banks based on their customer experience (CX) in the digital space. It highlights the importance of user-friendly design, personalization and seamless integration across digital platforms to improve customer interactions.
Explore Knowledge Centre

Inside the Agenda

High-Impact One-Day Format

Concentrated sessions designed for maximum strategic and practical value.

Invite Only Workshops

Optional deep dives into specialist topics with senior practitioners.

Interactive Roundtables

Interactive discussions focused on the leading technological trends.

Industry-Informed Topics

Grounded in the latest market needs and validated by award submissions and expert interviews.

Who Will Attend?

  • Retail Banks & SME Banks
  • Transaction Banks
  • Private Banks
  • Digital / Neo Banks
  • Life & General Insurers
  • Credit Card Issuers
  • Wallets, Super Apps & Payment Platforms
  • Embedded & Digital-Only Insurance Providers
  • Bancassurance Partnerships

Attending roles
typically include:

CHIEF: Chief Information Officer, Chief Technology Officer, Chief Digital Officer, Customer Experience Officer, Data Officer, Innovation Officer

HEADS OF: Customer Experience, Service Design, Digital Transformation, Digital Innovation, Data, Loyalty

LEADERS IN: Product and Growth, Personalisation, UX, Claims, Onboarding, Customer Analytics and Leads

Why Attend?

Register Now

Practical insights into how leading institution’s structure, scale, and measure CX.

Benchmarking across markets, segments, and transformation maturity levels.

Frameworks for embedding AI, automation, and journey orchestration within legacy and digital environments.

Inspiration from regional leaders solving for service complexity, loyalty decline, and inconsistent channel experiences.

Clarity on what ‘good’ looks like when CX is treated as a business function, not just a service layer.



Supporting Partners

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YA Jayathilaka

Chief Executive Officer
Bank of Ceylon

Y. A. Jayathilaka is the Chief Executive Officer of Bank of Ceylon, Sri Lanka’s largest and most trusted state-owned commercial bank. A visionary leader with a strong track record in transformation and innovation, he has played a key role in advancing the bank’s digital evolution.

He has led several pioneering initiatives that have enhanced customer experience, expanded financial accessibility, and modernized banking services across the country. Under his leadership, the bank continues to drive its strategic focus on digital transformation, operational excellence, sustainability, and customer-centric innovation.

His leadership emphasizes the use of technology to build a more inclusive and future-ready banking ecosystem, reinforcing Bank of Ceylon’s position as a leading institution in the region.

Shene Mothilal

Solution Owner: Digital Money Manager
Standard Bank

Shené Mothilal is an AI-driven digital product leader with 12+ years of experience in retail and business banking. She founded Standard Bank’s Digital Money Manager, a personal financial management solution enhancing how customers engage with their finances.


She leads cross-functional teams to deliver AI-powered features, driving over 850,000 installs, 42% annual growth, and 90% increase in engagement. The solution has gained global recognition, including awards from The Digital Banker and Qorus, and a Top 9 global ranking in AI & Analytics.


Shené is a speaker at the Digital Banker CX Summit 2026 and advocates for scalable, customer-centric digital innovation in banking.

Rashmi Kumar

Founder
Write Track

Rashmi Kumar is a writer, editor and moderator with close to 15 years of experience covering Asia’s financial markets. Since 2023, she has worked as an independent editorial consultant, writing for groups like Mergermarket and Euromoney, producing thought leadership reports and articles for agencies, partnering with Temenos on content, and consulting for the Asian Development Bank. Her expertise spans capital markets, investment banking, private banking and wealth management, private equity, M&A, digital banking and sustainability.

Raheel Baig

Director, BMO Virtual Connect Analytics and Performance Solutions
Bank of Montreal

Afarina Ripaee

Head of Strategic Customer Experience & Relations
Agrobank Malaysia

Dr Karan Srivastava

Head of Digital Transformation, Group Bancassurance
Standard Chartered

Dr Karan Srivastava is a senior digital delivery leader at Standard Chartered, responsible for driving the digital enablement and execution of bancassurance and protection initiatives across Asian markets. His work spans health, insurance, and digital advisory, with a focus on translating business propositions into scalable, humancentred digital journeys through platform modernisation, ecosystem partnerships, and datadriven design. Karan brings a strong foundation in insurance and actuarial disciplines to bridge strategy, risk understanding, and digital execution. He works closely with teams across the network, business product owners, and partners to deliver trusted, practical customer experiences that improve accessibility, relevance, and longterm engagement.

Feargal de Burca

Partner, Financial Services Consulting
KPMG

Feargal De Burca is a Partner in KPMG in Singapore’s Financial Services Consulting practice. He has 25 years of experience in financial services, specialising in technology strategy, market solutions, and technology-enabled transformation. His background spans both industry and consulting, including front office pricing and risk technology roles, as well as the delivery of transformation programmes across operations, risk, treasury, and front office functions.

Feargal has deep expertise in technology operations, vendor platforms, and programme delivery. He leads KPMG’s FinTech scale-up programme in Singapore, supporting the adoption.

Tom Mouhsian

Principal Analyst APAC
Forrester

Tom is Forrester’s principal analyst, serving digital business strategy and CX professionals across the globe. His work mainly focuses on customer-centric, trust-building digital strategies that drive measurable value and competitive differentiation. Tom is known for his deep subject matter expertise in financial services, including digital wealth management, government and public sector, aviation, telecommunications, and professional services. As part of his role, Tom publishes industrywide global ratings and benchmarks, investigative case studies, technical frameworks, and evaluative research about emerging technologies such as AI that shape important trends for business and technology leaders.

Marie Bush

Director
Alvarez & Marsal

Marie Bush is a Director at A&M in Hong Kong with over 15 years of experience in strategy, governance, and digital transformation across Asia. She previously spent seven years at HSBC, where she led global digital platform governance for a $250M portfolio and delivered an award-winning customer experience (CX) strategy across 14 markets. Her expertise spans digital delivery, portfolio management, CX strategy, and organisational transformation, including implementing NPS frameworks, optimising vendor models, and driving large-scale operating model changes. Marie is known for translating executive vision into measurable outcomes, improving customer insights, and delivering complex programmes on time and within budget.

Fred Lim

Chief Digital Commercialisation Officer Hong Leong Bank Vietnam

As the Chief Digital Commercialisation Officer, Fred Lim is at the forefront of the Bank’s ambitious drive to empower aspiring consumers and entrepreneurs in the markets it operates.

Fred is a visionary leader dedicated to transforming financial services through digital innovation, whether it involves architecting a pioneering digital bank or revolutionising established retail and SME banking ecosystems. This inherent drive fuels his strategic leadership in implementing digital-first business models and championing financial inclusion across SEA.

Saurabh Mathur

Head of Customer Experience and Digital Marketing
Income Insurance

A next generation customer experience and digital marketing leader who blends the best of technology, strategic rigor, and brand empathy to solve high value problems and shape opportunities for sustainable impact. To me, creativity and innovation arise when diverse minds come together around human-centered design, thoughtful processes, and curiosity-driven exploration—pushing boundaries to solve the big, hairy challenges that truly move the customer and the business forward.

Mahalakshmi Iyer

Head of Platforms, Journeys & Financial Planning SEA
HSBC

Mahalakshmi heads the Wealth Platforms, Journeys, and Financial Planning team at HSBC Singapore. She leads the delivery of wealth platforms, customer journeys and financial planning, driving the implementation of HSBC’s wealth strategy through client-centric digital and RM-assisted solutions. She focuses on wealth transformation, customer journey optimisation, and strong governance to deliver excellent end to end RM and customer experience for their retail and affluent clients across Singapore and international markets.

Jackson Oh​

Chief Technology Officer
ANEXT Bank

Jackson Oh is the Chief Technology Officer at ANEXT Bank, where he leads the bank’s technology strategy, architecture, and engineering execution as ANEXT scales its digital banking platform for local SMEs and foreign business owners in Singapore.

Lolitta Suffian

Senior Vice President
Bank Simpanan Nasional

Lolitta Suffian is a customer experience leader with 23+ years of cross-industry experience. She is currently Senior Vice President of Customer Experience at Bank Simpanan Nasional (BSN), where she drives financial inclusion by improving access to banking for underserved communities.

With a background in creative arts and visual storytelling, Lita is known for turning complex customer journeys into intuitive, human-centred experiences powered by technology and empathy. She leads the transformation of customer touchpoints at BSN, advocating for responsible use of automation and AI while preserving human connection.

A 2024 WeQual Award APAC winner, she blends data, design thinking, and empathy to build trust, dignity, and meaningful customer relationships.

Ashley Thomas

Head of Strategy & Operations – Singapore
Revolut

Ashley Thomas has been leading the Strategy & Operations team for Revolut Singapore since June 2021.

With over 12 years of experience, Ashley is responsible for launching new products and spearheading the overall strategy for Revolut in Singapore. She also oversees the overall operations of Revolut Singapore.

Prior to joining Revolut, Ashley has held Management Consulting roles at Kearney and Bain Nordic. She has also spent time at one of the world’s largest ride-hailing companies, Ola, launching one of their key businesses.

Ashley holds a Master of Business Administration (MBA) from INSEAD

Naveen Sethia

Head of Design & Customer Experience
Trust Bank

Naveen Sethia is an experienced design leader with a proven track record across big tech, fintech, and fast-growing start-ups. Passionate for building customer-obsessesed teams, shaping digital products that scale, and turning complexity into simple, delightful and human-centered experiences. 

Ravi Kumar

Chief Information Officer
Maybank

Ravindra Kumar (Ravi) serves as the Chief Information Officer (CIO) for Maybank Singapore. As CIO, Ravi oversees the Bank’s technology strategy, governance, operations and transformation in alignment with business priorities. Ravi plays a pivotal role in driving Maybank’s technology transformation agenda, including architecture modernisation, operating model redesign, adoption of emerging technologies and the development of digital-ready workforce.

With over 20 years of experience, Ravi has held leadership roles in financial services, digital transformation, and fintech, including at OCBC. He holds an MBA from University of Oxford, UK, and a Bachelor’s degree in Computer Science from University of Pune, India.

Manpreet Singh

Senior MD and Head of Group Customer Experience, Group Strategy
CIMB

Manpreet is an award-winning CX leader and CCXP with a strong track record in building and delivering customer experience solutions across local and international markets. She specialises in CX strategy, UI/UX, and digital transformation with full P&L responsibility in diverse and complex environments. As the pioneer and Head of Group Customer Experience at CIMB Bank, she has driven a customer-led culture, spearheaded digital transformation initiatives, and enhanced journey optimisation, continuous improvement, and measurement frameworks. Her previous leadership roles include positions at Maybank, HSBC, and ABN AMRO. Recognised as one of the Top 10 Business Leaders by CXO Outlook (2022), Manpreet brings an unwavering passion for CX and serves on the CXPA Regional Council, in addition to being a member of ICDM.

Simon Puckering

Head of Digital and Innovation for International Wealth and Premier Banking
HSBC Singapore

Simon Puckering is the Head of Digital and Innovation for International Wealth and Premier Banking at HSBC Singapore. He leads the bank’s digital transformation across wealth, day-to-day banking, and servicing—advancing initiatives that enhance customer experience, streamline journeys, and accelerate digital adoption. With deep experience in operations, digital leadership, and complex change across global markets, Simon is recognised for delivering enterprise programmes that unite technology, data, and disciplined execution. He is passionate about harnessing data-driven insight and innovation to create intuitive, end-to-end experiences that empower customers and drive commercial impact. Simon champions a future of banking that is seamless, intelligent, and customer-centric.

Vinoth Krishna

Head of Digital Assisted Platforms
Citi

Vinoth Krishna is the Head of Digital Assisted Platforms for Citi’s Asia South region, leading the bank’s frontline digital transformation across wealth and onboarding journeys. With 18 years at Citi spanning Singapore, Hong Kong, India, and Thailand, he brings deep expertise in digital strategy, customer experience, and wealth management. He oversees key frontline platforms, digital onboarding, transaction authorisation systems, and simplification of investment processes that boosts RM productivity and strengthens controls. Vinoth also leads the region’s Wealth NPS program, shaping insights that help build trust and long term engagement with customers. Known for his human-centered, design-led approach, he is passionate about creating digital experiences that are simple, predictive, and intuitive for customers and frontline employees.  

Guillermo Veiga

Group Chief Information Officer
Standard Chartered

Guillermo Veiga is Standard Chartered’s Group Chief Information Officer, covering the bank’s Wealth & Retail Banking and Corporate & Investment Banking businesses. Based in Singapore, Veiga has an extensive experience in leveraging technology to drive digital innovation and building resilient infrastructure that improves client experiences, while growing the business in a sustainable and responsible manner. 

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            The world’s preeminent Private Banks and Wealth Managers are demonstrating a committed drive in innovation, advisory, new products and services to meet the sophisticated needs of their clients.

            COVID-19
            Amid economic activity revival on the back of the Covid-19 vaccine program, organisations moving from business continuity plans to stable working environments, together with the slightest improvement in unemployment numbers, forced the world to adjust to new realities. Coming to terms with the “new normal”, global investors are now on the look-out for attractive and stable investment opportunities.

            Needs of Private Wealth customers and families worldwide have drastically changed due to the pandemic and banks have had to accelerate efforts to deploy a multi-channel service strategy and safeguard clients’ businesses and wealth against negative impacts of economic uncertainly.

            The Global Private Banking Innovation Awards will recognise the world’s best private banks, wealth managers and asset managers that are championing innovation across advisory, service, products, customer experience and more.

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