Mohit is a strategic insights professional with 15 years of experience who believes in the power and impact of CX. In today's business, the customer's story is supreme, and as a CX leader, he knows how to effectively tell that story in a way that not only encourages empathy for customers but also presents CX as a vital business strategy.
He seeks out new experiences to build his CX arsenal and knowledge base. Mohit enjoys delivering presentations and leading workshops and looks forward to daily interactions with internal and external stakeholders.
Seeking the right data, using the right technology platform, conducting solid analysis, uncovering customer needs and frustrations, and transforming all of this into practical intelligence for better decision-making are his key responsibilities.
Apart from being a CX Leader, Mohit is also a certified Personal Trainer from the American Council on Exercise (ACE-CPT), committed to keeping people moving and serving different segments of the population with fitness-related fundamentals and behavioral changing techniques to help them become healthier individuals.

Lolitta Suffian is a creative force in the world of Customer Experience, with over 23 years of leadership across industries - from fintech to logistics, mobility to telecommunications, and now banking. She recently joined Bank Simpanan Nasional (BSN) as Senior Vice President of Customer Experience, where she champions financial inclusion by reshaping how underserved communities interact with banking.

Known for turning complex journeys into intuitive, human centered experiences that is anchored in empathy and powered by technology,  Lita brings a unique perspective shaped by her roots in the creative arts. Trained in visual storytelling and design, she has an instinct for spotting patterns where others see problems, and possibilities where others see limits.

At BSN, she is driving the transformation of customer touchpoints to ensure banking is not only efficient and secure, but also accessible, supportive, and emotionally resonant. She is a vocal advocate for using automation and AI responsibly while enhancing customer insights and service delivery, without losing the human connection.

Lita is a WeQual Award APAC winner in 2024 and is recognized for her executive leadership and impact. She continues to push the frontier of CX by blending data, design thinking, and empathy, proving that customer experience is not just about technology or process; it is about people and the belief that every interaction can build trust, dignity, and inclusion.

Sebastien is Regional Head of Digital Customer Engagement, Data and Analytics at Menarini Asia-Pacific, a member of the Menarini Group - a leading international pharmaceutical and diagnostic company with a heritage of over 135 years and over 17,000 employees in 140 countries.
Sebastien has over two decades of local, regional and global experience in analytics, market research, strategic planning, digital marketing, commercial operations, advertising, digital and data transformation for healthcare and business consulting companies across APAC.