Messaging-Led Engagement: The New Frontline of Customer Experience

By 2026, messaging will stand at the heart of customer engagement, reshaping how brands build trust and loyalty. Consumers across Southeast Asia and Australia are shifting away from ads and emails toward real-time, two-way interactions that feel human and personal.

This webinar, held last 25 November 2025 at 11:00 AM (UTC+08), explores why messaging apps are becoming the preferred channel for brand conversations — and how conversational engagement delivers stronger relationships and higher satisfaction compared to traditional marketing. Learn how leading retail, eCommerce, and BFSI organisations are using one-to-one, personalised communication at scale through omnichannel strategies that blend chat, voice, and digital platforms like WhatsApp to create seamless, connected customer journeys from the first touchpoint onward.

Agenda

25 November 2025

11:00 am

-

11:20 am

UTC+08

Keynote Presentation: FutureTalk: Where Conversational Marketing Meets Omnichannel Commerce

Why messaging apps like WhatsApp Business are becoming the preferred channel for customer brands in the Asia-Pacific region.
How conversational engagement builds stronger trust and loyalty compared to traditional ads.
The rise of one-to-one, personalised communication at scale.
Examples of industries leveraging messaging as the first touchpoint in the customer journey.

25 November 2025

11:20 am

-

12:00 pm

UTC+08

Panel Discussion: Conversations That Convert — How Messaging Builds Real Customer Relationships

From Awareness to Advocacy: How brands move customers through the funnel using ongoing conversations instead of one-off campaigns.
Humanising the Brand Voice: How messaging helps brands communicate in a more relatable and empathetic way.
Building Trust Through Consistency: Why prompt, consistent, and authentic messaging is key to retention and repeat business.

Ivy Leong

Regional Marketing Director (APAC)

Faber-Castell

Rosebel Garcia

Head of Marketing and Commercial

Hertz Philippines

Shalini Seneviratne

Marketing Director – Baby and Child Care

Kimberly-Clark

Trinette D’lima

General Manager, Product

Proximus Global

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Speakers

Ivy Leong

Regional Marketing Director (APAC)

Faber-Castell

With 29 years of experience across sales, trade marketing, retail, and brand management, Ivy brings a holistic perspective on customer experience for both consumers and business clients. As APAC Regional Marketing Director since 2020, she has led cross-functional teams in end-to-end marketing strategies, combining insights, innovation, digital, and trade execution. Known for turning around brands and entering new markets, Ivy integrates commercial excellence with strategic empathy. Her experience highlights that strategic messaging and engagement are the new frontline, ensuring meaningful, consistent customer experiences.

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Rosebel Garcia

Head of Marketing and Commercial

Hertz Philippines

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Rosebel is the Head of Marketing & Commercial for Exclusive Cars International Holdings, the licensee of Hertz, Dollar, and Thrifty in the Philippines. From being a software engineer to a marketing manager, she has discovered the realms of both business and technology. Working in the car rental industry for the past three years, she is now dedicated to becoming a thought leader in travel and transportation.

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Shalini Seneviratne

Marketing Director – Baby and Child Care

Kimberly-Clark

Here

A business and brand leader with deep experience leading multi billion dollar global categories and brands. Shalini has worked across multiple Personal Care, Beauty and Home Care brands and with consumers and customers in the South East Asia, South Asia, US and Africa. She has a successful track record in leading innovation, turning around businesses, managing P&Ls, leading through transformation and crafting award winning communication. She started her career in Sri Lanka, and over the last 18 years she has worked and lived in Singapore, Vietnam, USA and Ethiopia. After 18 years at Unilever, Shalini now leads the Baby and Child Care segment for Kimberly Clark.

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Trinette D’lima

General Manager, Product

Proximus Global

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Trinette D’lima is a results-driven Product Lead with extensive experience in product strategy, roadmap execution, and feature release management for one of the largest OTT platforms, WhatsApp. She leads business intelligence and analytics initiatives to drive performance insights and enhance user engagement. As the key liaison between Meta and Route Mobile (a Proximus Global company), Trinette ensures strategic alignment, operational excellence, and strong stakeholder collaboration, delivering impactful product outcomes and measurable business growth globally.

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Proximus Global

Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivaled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle. Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalized omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honor our commitment to connect, protect and engage everyone, everywhere.