05/06/2026
π ππππ! | On 26 May 2026, Philippine Economic Zone Authority (PEZA) Deputy Director General for Operations Vivian S. Santos served as a panelist during the 2026 Contact Islands Conference at Shangri-La Mactan, Cebu.
Now on its 10th year, the Contact Islands Conference convened industry leaders, policymakers, and stakeholders to discuss the future of the Philippine customer experience (CX) industry amid rapid technological advancements, evolving customer expectations, and the rise of the intelligence economy. The event aimed to strengthen industry collaboration and innovation while tackling emerging challenges and opportunities in the CX sector. Discussions also focused on sustaining the Philippines' leadership in customer experience services, attracting investments, and preparing Filipino talent for the AI-driven economy.
During the panel discussion, DDG Santos highlighted PEZAβs pivotal role in fostering a globally competitive and future-ready CX and IT-BPM industry through its investor-friendly policies, world-class ecozone ecosystem, and strong support for talent development. She emphasized PEZAβs commitment to partnering with industry and academe to attract investments, create quality jobs, and drive innovation. Acknowledging the sectorβs challenges, DDG Santos assured CCAP and other stakeholders that PEZA remains their trusted partner and voice in government, supporting the industry's continued growth and competitiveness.
The conference also marked a significant milestone for the industry as the Contact Center Association of the Philippines (CCAP) celebrated its 25th anniversary and officially rebranded as the Customer Xperience Association of the Philippines (CXAP), reflecting the sector's evolution from traditional contact center services to higher-value, technology-enabled, and customer-centric solutions.