Contact Islands 2018 “Leading with CX in a Digital World”

Contact Islands Conference

We are pleased to announce Contact Islands 2018 “Leading with CX in a Digital World” on July 25 – 26, 2018 at Shangri-la’s Mactan Resort and Spa, Cebu Philippines.

The Philippines continues to lead in Customer Experience in the contact center space and remains focused in making the customer the center of all its endeavors. The country remains prepared to take on this challenge as it brings out the best in the Filipino BPO worker.

It is excited with what these challenges are poised to bring: new business models, new service delivery locations, and new jobs that will be created in the new digital economy.

Contact Islands 2018 is a continuation of our conversation on issues that matter most to our industry in the digital age: empowered customers, hybrid workforce, jobs of the future, new service delivery models and more.

contact islands 2018

The conference is organised by the Contact Center Association of the Philippines.

Registration details can be found here.

Conference Schedule Summary

Full schedule details can be found here
Upgrading Delivery Models
CX Journey Maps in the Digital Future

With customers having more touch points than ever to engage brands, effectively mapping customer journeys becomes critical. This session looks at learning from leading enterprises and highlights best practices for creating and leveraging customer journey maps in order to deliver impactful digital customer experiences
Right for the Job: Harvesting the Right Talent

With evolving skill set requirements for agents of the future, companies need to plan appropriately with long term strategies for recruitment to people with higher skills, targeted demographics, and through new recruitment channels and building compelling employer brands. Join leading voices from the industry talk about their experiences in scaling up, trying new skill sets, and their vision for hiring from the source talent pool of the future

Implementing Digital Contact Center Technologies:

Practioners Perspectives

Service providers’ role is evolving from simple customer service delivery to that of taking the lead in technology driven transformation. Service Providers are increasingly asked to support clients in adopting technology and targeting it’s impact for the desired CX outcomes. This session focuses on Philippines-based SPs making tech adoption more impactful for their operations and for their clients’ business

Networking Dinner


Jobs of the Future: Will We Pivot on Time?

With changing consumer and client expectations, skill competencies and job requirements in contact centers are significantly changing . This session provides an overview of the soft and technical skills of the future. We’ll begin with a global view of how the talent model is evolving followed by a deep-dive on the Philippines, with a special focus on how roles are evolving to reflect emerging competencies growing in demand.

Opening Proceedings
The Empowered Customer in the Age of Digital Care

Industries across the globe are facing profound paradigm shifts driven by new business models, supported by innovative, disruptive innovations. Amidst the changing business landscape, the focus on customers has become even more critical than ever before. This session aims to build a better understanding of the “new-age” customer and their expectations, focusing on both existing customer segments as well as millennials. The session reinforces the importance of staying focused on customers while in the midst of adopting new models and undergoing transformation.
Coffee Break
Gearing Up for the Hybrid Workforce: Humans + Machines

Next gen technologies such as AI, automation, and advanced analytics is changing the way companies operates. As humans and machines work more closely and collaborate, processes can become more fluid and adaptive and help organizations become more innovative and profitable. This session brings in the views of the leading industry voices on how they are getting ready for this shift and the kind of the steps they are taking, including the changes coming to the overall CX approach. Further, it explores how the collaborative Human + Machine service delivery model will enhance outcomes and result in more impact than ever before.

Personalization is the New Differentiation

This session will focus on the role played by analytics (predictive, sentiment, speech analytics etc.), automation and AI in delivering a customized customer experience. It will also detail the implementation steps involved and agents training needed to enable this capability. The panel brings together technology solution providers with business service providers who work together to deliver targeted experiences for different customer categories
Driving Greater Workforce Engagement

The role of agent workforce in the success of industry is more pronounced than ever before with the increasing requirements for new-age technical and soft skills, and increasing interaction between a multi-generational workforce. Leading industry players have been able to successfully engage workforce to drive better customer experience. This session looks at measures and means employed to engage workforce, the challenges faced and key outcomes/benefits derived
Why Our Current Score Card Won’t Work

Given the high-focus on transformation and change, maintaining oversight of service delivery metrics and measuring expectations is becoming even more challenging. Providers and enterprises need to balance the focus on traditional impacts (e.g., productivity enhancement, efficiency) and new areas of impact (improved CX, automation, new channel adoption etc.). This session explores trends around how to evolve performance metrics to more closely align with business outcomes.

Achieving Seamless and Consistent Omni-Channel Delivery

Rapidly increasing scale of non-voice services and next-generation technology-enabled solutions make it important to focus on delivering a seamless and consistent omnichannel experience. Speakers talk about the current levels of omni-channel implementation, the challenges, and the vision forward
Customer Centric Culture: The Soul of CX

How is the work environment, company culture, trainings, and appraisal mechanisms tuned to make agents better oriented for customer centricity? This session brings insights from leaders who have driven the change to a more “customer centric” organization and explores on how they orient their teams to follow this vision
Off the Grid: Expanding in the Countryside

With companies increasing delivery presence outside Manila and Cebu, this session is focused on talent availability, quality, and key factors to consider when leveraging the next-wave cities. Special focus on type and breadth of work which is possible from these centers, how they match up to delivery performance from Manila, and investments needed in training and set-up.

Closing Networking Dinner

Adapting to the Change: Targeted Strategies and Recommendations

The closing session for the conference brings together leaders of the Philippines-based companies reviewing and summarizing the discussion across plenary and breakout sessions over the past two days. Further, the session takes forward the discussion around the changes impacting the industry, calls for audience to share their own perspectives on the industry trends, and concludes with panelists highlighting some actionable recommendations for the Philippines contact center industry

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Enhanced Economic Cooperation between the United Kingdom and the Philippines

Joint Statement of Intent:

Enhanced Economic Cooperation between the United Kingdom and the Philippines

As we celebrate more than 70 years of formal ties between the United Kingdom and the Philippines and building on the UK-Philippines Joint Action Plan, this is a time to commit to even closer economic ties, trade and investment between the two countries.

An identification of focal sectors for enhanced UK-Philippine economic cooperation has been considered against the backdrop of priority areas outlined in President Rodrigo R. Duterte’s 10-point socioeconomic agenda and recent directives to revisit restrictive legislation on foreign participation in the domestic market.

Through stakeholder consultations and industry-mapping conducted by the British Embassy, three sectors with potential for mutually beneficial economic gains have been identified:

(1) infrastructure;

(2) social development (education and health); and

(3) digital economy.

In addition, the Philippines identified the following topics for wider economic policy exchanges and possible economic initiatives:

(1) capital markets development;

(2) micro, small and medium enterprises (MSME) development; and

(3) global value chain integration to support manufacturing and an inclusive, innovation-led industrial policy. These sectors hold significant potential to further boost growing trade and investment relations between the UK and the Philippines.

Mutual economic benefits in the abovementioned sectors can be enabled by a conducive business environment, possibly supported by a bilateral economic development work programme. Initiatives related to trade policy and market access implemented over the last year include:

(a) improving the regulatory environment and ease of doing business;

(b) supporting an effective competition regime; and

(c) reducing red tape and corruption.

These efforts have already aided significant developments, including key inputs to legislation and policies, as well as knowledge-sharing and high-level exchanges on best practices. The UK remains a close, reliable and trusted partner of the Philippines, and would like to do more in this vein.

Next steps should involve even closer collaboration between UK and Philippine officials on economic reform, including in the identified sectors. Part of this could usefully include bi-annual discussions between Her Majesty’s Ambassador to the Philippines and high-level economic officials of the Philippines, on top of technical level coordination on reform objectives and economic policy exchanges. Such talks should allow both countries the opportunity to maximise economic opportunities as they arise, assess challenges and risks, and maintain open lines of communication among relevant stakeholders.

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Trade Mission to Manila on Aid-Funded Business

The Business Opportunities Fair (BOF) is an annual platform for consultants, contractors, and suppliers wanting to do business on Asia Development Bank (ADB)-funded projects across Asia Pacific. It is an excellent event to gain updates on the ADB’s procurement processes, priority areas of operation, and project pipelines. This will also provide an excellent opportunity to network not only with peers in the industry and potential consortium partners, but also with ADB specialists.

Metro Manila

 metro manila Philippines 

The BOF is a multi-sector event, but this mission will place a particular emphasis on DIT’s priority sectors of infrastructure (transport, water, urban and rural development), energy (renewables, environment and climate change), and education and skills.

You may access the BOF’s indicated programme here. Interested parties are required to register directly through the ADB’s event page by 11 February here.

Mission Programme

The DIT mission programme will include attendance at ADB BOF sessions, a UK networking reception with ADB and regional stakeholders, a possible side-event with the World Bank. If earlier advised, DIT can also support the arrangement of one-to-one meetings.

By the end of the mission, participants will have had first hand knowledge and better understanding of the advantages of aid-funded business and how to access such opportunities, learned best strategic positioning for project bids and proposals, and widened their network of prospective business partners in the region.

For potential delegates coming from the UK, the week would look like so (working programme as of 18/01/18):

Date Agenda
12 March (Monday) Depart London for Manila
13 March (Tuesday) (afternoon) Arrive in Manila
1830h-1900h UK Mission Briefing
(venue TBC)
14 March (Wednesday) (morning) ADB Business Opportunities Fair (Day 1)
1215h-1400h UK Mission to the ADB Networking Reception
Venue: Executive Dining Room Lounge, Asian Development Bank, Ortigas Centre
(afternoon) ADB Business Opportunities Fair (Day 1)
(evening) ADB Networking Cocktails
15 March (Thursday) ADB Business Opportunities Fair (Day 2)
1500h-1600h World Bank Country Office visit (TBC)
Venue: 26/F One Global Place, 25th Street, Bonifacio Global City, Taguig City
16 March (Friday) One-on-one meetings (optional)
Depart Manila for London



Successfully doing business with the ADB requires an established track record in relevant sector activity; regional knowledge and contacts; and the ability to deploy expertise to the region over a period of time.

This mission is best-suited for UK companies that: (a) have experience in donor-funded contracts and wish to expand this with the ADB; (b) have experience and operations in Asia Pacific who wish to expand this by exploring aid-funded business; and/or (c) have case studies of success in areas relevant to ADB operations which are replicable to the region.

Next Steps

Eligible companies should express their interest with Victoria Sibal: Official joining instructions and mission details will be sent upon expression of interest to participate. Deadline for mission registration is 5 February 20

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Iloilo Trade Mission March 2018

Iloilo Trade Mission

8 – 9- March 2018

Iloilo City, Philippines

The Philippines posts a steady economic growth and is even hailed as one of the fastest growing emerging economies in the world since President Rodrigo Duterte took office last year. In an effort to address Metro Manila’s worsening traffic congestion brought by the lack of infrastructure spending for years and to achieve inclusive growth throughout the country, President Duterte’s administration is pushing for decentralization to spur development in the countryside. Major cities like Clark in Northern Luzon, Davao and Cagayan de Oro in Mindanao, and Iloilo in the Visayas are economic hotspots for investment.

IloiloFollowing last year’s successful trade mission in Davao, the British Chamber of Commerce Philippines (BCCP) is visiting Iloilo City this year to encourage more businesses expand operation in the Visayas region. The National Economic and Development Authority (NEDA) earlier forecasted that the average growth rate in the Visayas region will be higher than the government’s targeted national GDP growth for 2017-2022. In addition, there’s a growing interest of British companies in regional investment opportunities in the county.

With this in mind, the British Chamber is organizing the Iloilo Trade Mission on March 8-9, 2018 in Iloilo City. The Mission, held in celebration of the annual GREAT British Festival, will highlight a Trade & Investment Forum on March 8 at the Richmonde Hotel aimed to facilitate a dialogue between the government and private sectors and present business opportunities in Iloilo and the Visayas as a whole, and site visits on 9 March.

Listen to Chris Nelson’s TV interview guesting today at ANC’s Market Edge with Cathy Yang discussing the forthcoming Iloilo Trade Mission on March 8-9, 2018


The 2-day event will gather an estimated total of hundred participants, and include three main components:

1) Iloilo Trade and Investment Forum
● Innovation is GREAT: Showcasing Innovative Practices
● How to Protect Your Innovation in the Philippines?
● Investment Opportunities in Iloilo
● Developing Iloilo’s Economic Viability

2) Site Visits around Iloilo
● Iloilo Business Park
● Iloilo Commercial Port Complex
● Southeast Asian Fisheries Development Center
● And other homegrown industries, TBA

3) Social Networking & Cocktails


  • Daniel Pruce (Ambassador at British Embassy Manila)

    Daniel Pruce

    Ambassador at British Embassy Manila

  • Benjamin Diokno (Secretary at Department of Budget and Management)

    Benjamin Diokno

    Secretary at Department of Budget and Management

  • Ramon Lopez, TBC (Secretary at Department of Trade and Industry)

    Ramon Lopez, TBC

    Secretary at Department of Trade and Industry

  • Juan Miguel Zubiri, TBC (Senator at Philippine Senate)

    Juan Miguel Zubiri, TBC

    Senator at Philippine Senate

  • Mike Moon (Trade Director at Department for International Trade)

    Mike Moon

    Trade Director at Department for International Trade

  • Chris Nelson (Chairman at British Chamber of Commerce Philippines)

    Chris Nelson

    Chairman at British Chamber of Commerce Philippines

  • Tony Abad, Host & Moderator (Trade Lawyer at TradeAdvisors)

    Tony Abad, Host & Moderator

    Trade Lawyer at TradeAdvisors


Richmonde Hotel Iloilo

Megaworld Boulevard corner Enterprise Road,

Iloilo Business Park,


Iloilo City, 5000 Iloilo,Iloilo City,

Western Visayas,


Further details

Register Here

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