Our team recently attended the Contact Center Association of the Philippines (CCAP) conference, "Contact Islands: Beyond the Hype - CX, AI, and the Forces Reshaping Philippine Contact Centers," held from May 27-29, 2025, at FILI Hotel NUSTAR Cebu. The experience provided valuable insights into the current state and future direction of our industry.
Daniel Villena, Senior Manager and Head of Operations, and Dr. Kenneth Pinpin, Chief Technology Officer and Chief Information Officer, led our delegation, accompanied by Nedion Patriarca, Operations Manager. They were joined by Fritz Baiguen from IT Support, Jessica Cadorna from HR, and our Learning & Development specialists Razel Borromeo and Kent Quiros.
The three-day conference provided comprehensive insights into artificial intelligence implementation, customer experience evolution, and the transformative changes occurring throughout our industry.
Daniel highlighted that the most impactful aspects were the in-depth discussions around AI adoption, data privacy considerations, and the future direction of the IT-BPM sector. As he noted, "These gave us a better sense of where the industry is headed and highlighted potential areas where we could create more value down the line, not just externally, but also internally in how we approach certain processes or strategies."
Additionally, Razel emphasized how the conference also offered valuable perspectives on talent development and leadership approaches that will enhance our workforce readiness for AI integration. These insights will help us strengthen our training programs, create more inclusive talent-sourcing strategies, and improve operational processes to better align with emerging industry trends.
Dr. Kenneth shared compelling findings from the conference research. Survey data revealed that all participating companies are actively implementing AI initiatives. However, an interesting gap emerged: HR departments show the least AI adoption despite clear potential benefits for human resources functions.
"Listening to speakers report the data regarding how the industry is reacting to the rapid development of AI will help us prepare to take advantage of the opportunities while minimizing the risks," Dr. Kenneth explained. This market intelligence will be instrumental as we continue to balance innovation with prudent risk management in our technology initiatives.
Beyond the formal sessions, the conference provided excellent opportunities for professional development and team collaboration. Dr. Kenneth noted how the experience strengthened our internal coordination: "As a group, I believe we had a great time and the event gave us the opportunity to bond and discuss our company's future together."
The conference also offered outstanding cultural experiences, with Cebu's culinary scene playing a starring role. Daniel was particularly impressed by the daily lechon service—describing it as "absolutely superb"—proving that some of the best networking happens when great food brings people together. And speaking of wins, the networking events were particularly successful for our team, with three members winning prizes during the evening activities. It's safe to say the authentic regional hospitality was as memorable as the professional programming itself.
The conference theme said it all: "Your Move." We're at a pivotal moment where the decisions we make today will define tomorrow's success. For ISSI Corp, that move is clear—continue building on our strengths while embracing the innovations that will keep us ahead.
As Dr. Kenneth observed, the event provided valuable preparation for upcoming opportunities while maintaining appropriate risk awareness—a balanced perspective that aligns well with our commitment to reliable, innovative support. We look forward to applying these learnings as we continue advancing ISSI Corp's position as a trusted partner in the evolving insurance BPO landscape.
ISSI Corp is a business process solutions company that runs complex, high-value operations with precision, speed, and intelligence. Founded in 2010 and headquartered in Manila, we bring over 15 years of operational expertise to the insurance, banking, financial services, and technology industries.
Clients engage us in the way that fits their need — an outcome we run end to end (Managed Service), a team we build around their operation (Dedicated Team), or a capability we build, operate, and transfer to them over time (Build-Operate-Transfer). Operating from a PEZA-registered facility with more than 1,000 professionals, we pair seasoned human expertise with AI and digital technology to deliver operational excellence at scale. ISSI Corp — peace of mind, built on trust.
The Contact Center Association of the Philippines (CCAP) strengthens the Philippines' #1 market position in the global contact center industry through cross-sector collaboration. CCAP drives innovation, expands talent supply, and promotes industry excellence through partnerships with government, academe, and other sectors.
