Customer experience has been at the center of many businesses. With time, it has become more complex as customer expectations have gone up, business models have changed, the way services are delivered have been transformed…..and all these have happened at a very fast pace. Technological advancement, particularly around Artificial Intelligence/ Machine Learning have helped derive insights from astronomical amount of data that come from heterogeneous sources that have helped overcome some of the pains organizations have in dealing with complexities and also in scaling up, as they grow.

The organizations are continuously transforming themselves digitally to get better at this and win in the market.


Mustafa Kapasi

Chief Commercial Officer M1 Limited

Mustafa Kapasi was appointed as Chief Commercial Officer of M1 on 1st April 2019. Mustafa has more than 26 years of global experience spanning 12 countries, in varied industries but a large part, in telecommunications.

Prior to joining M1, Mustafa served as the Group Chief Commercial Officer of Digicel Group, a mobile phone network provider operating in 33 markets across the Caribbean, Central America, and Oceania regions. He was also previously the Chief Commercial Officer of Airtel Zambia and Airtel Tanzania. He also served as the former Chief Marketing Officer of Hutchison 3 Indonesia.

Mustafa completed his education in Jamnalal Bajaj Institute of Management Studies

Shaun Chong

Co-founder & CTO of Ninja Van

Shaun Chong is Ninja Van's Chief Technology Officer. He graduated with a Bachelor of Science degree in Computer Engineering from the National University of Singapore. Prior to Ninja Van, Shaun was the Lead Engineer at Nubefy, a technology startup focusing on cloud platforms and infrastructure

As the technical Co-Founder, he is responsible for the digital fabric that powers Ninja Van's proprietary systems that optimises the logistics process for Ninja Van's clients. He also oversees Ninja Van's technology strategy, roadmap and vision, driving innovation through research & development activities and leverages emerging technologies to bring the newest innovations to Ninja Van.

Shaun is currently taking his love of tinkering with the latest technologies to new heights by building Ninja Van’s very first pizza oven.

Nicola Mansfield

Founder of TheDesignThinkers®.

Nicola Mansfield is one of Australia’s leading strategic creative thinkers. Nicola Mansfield has long been a customer advocate, and knows how to use customer strategy and end-to-end customer experience to create real business impact.

Nicola Mansfield has pioneered brand and experience methodologies having started Australia’s first Purpose-led Brand, and then Customer Experience consultancies, which were both acquired by Deloitte to become the Experience Design team. She works in the space where brand and experience meet business, with actionable strategy informing every aspect of a proposition to create impactful and memorable customer experiences.

Nicola Mansfield is the Brand Advisor for Management Consulting Platform XN, and Founder of TheDesignThinkers®.

Stephen Wise

Head of Professional Services APJ of ServiceNow

Steve Wise leads the Professional Services team for ServiceNow in APJ. He is focused on building and leading a team of experts that delivers defined outcomes to customers as they leverage the ServiceNow Platform to make the world of work, work better for people.

Prior to joining ServiceNow, he was SVP Consulting Services Asia Pacific at NTT, leading a team of 900 resources covering both Consulting and Digital Solutions. Steve has also previously led Infosys Consulting in East Asia and been a Partner with IBM Global Business Services in Thailand.

Originally from Scotland, Steve has lived for over 24 years in Asia. He is a highly experienced Consulting and Business Leader who provides deep management consulting expertise and program leadership to a wide range of organisations to drive business transformation enabled by technology.

Atul Babu

Founder & Chief Executive Officer

Atul has worked for 23 years in Corporate life before starting the entrepreneurial journey.

Atul has played a variety of roles including Sales, Delivery and Operations while working with clients, partners and teams globally. He has successfully opened new markets, businesses and managed Executive relationships. He advises CXOs on Digital Transformation, Technology decisions, IT Strategy and Management.

In his last role, Atul started International Business in PCCW Solutions from zero and in just 5 years’ time, it reached 30% staff in International markets. Under his leadership, the organization has seen tremendous growth across various markets, beyond the home markets of Hong Kong and China.

Before PCCW, Atul has worked with Infosys, Tech Mahindra, Polaris and Alstom. During these stints, he has led Sales, Account Management, Transformation Programs, IT Outsourcing and Business/ IT Services with global teams.

Atul was also the Chairman of IT Committee for Indian Chamber of Commerce Hong Kong.

He has delivered talks at universities in Singapore, Hong Kong & China and regularly speaks at Industry events on Technology, Emerging Trends, next generation engagement and personal development.

He graduated in Electrical Engineering from KNIT Sultanpur (India) and is an MBA from NITIE, Mumbai (India).

Irence Wee

Head of Alliance & Partner Ecosystem, Asia Pacific & Japan

Having spent nearly 30 years throughout Asia Pacific & Japan, Irence has built successful sales and partnership ecosystems in the IT industry and specializes in B2B, Customer Engagement, Supply Chain and Optimization. In recent years, she was spearheading Cross Borders Trade Automation, Smarter Commerce and Supply Chain Optimization at IBM before joining Medallia.

Irence heads up the Partner Ecosystem for Medallia for Asia Pacific & Japan. She is Passionate and has an interest to ensure the firm delivers solutions to the clients through the lens of local partners and global experts. With Customer Centricity at the Core of all her activities, Irence is focusing on bringing the combined value that Solutions and Consultancy can bring to their customers.