When you speak with Regie Nazarene Lagao, one thing becomes clear: customer experience isn’t a department, it’s a living ecosystem.
At CustomerX: CX Unbound, the Head of Digital Marketing and Consumer Brand Experience (CXO) at Kenvue shared what it truly takes to lead brand relationships in an era that is always online, often automated and increasingly personal.
“My favorite part is really mapping out the consumer journey, understanding what stimulates them, what problems they face and how we can build meaningful solutions around that.”
For Regie, strategy begins and ends with empathy.
Customer Experience as a Feedback Loop
Customer journeys aren’t static. They evolve with behavior, emotion and expectation.
Regie emphasized that building great experiences means designing systems that listen and respond. It’s not just about rollout, it’s about reflection.
“What fulfills me most is seeing the actual result of the experience we designed, hearing genuine feedback from consumers that shows how personalization really helped them.”
This loop, from insight to execution, then back to insight, is what keeps Kenvue’s ecosystem alive.
And in today’s consumer landscape, where trust is earned in milliseconds, feedback is more than data, it’s direction.
Hyper-Personalization: Not Just a Trend, But a Responsibility
With the rise of AI, hyper-personalization is no longer optional, it’s expected. But Regie warns:it’s a double edged sword.
“AI must not become intrusive or limiting. It should enhance the customer experience, not replace it.”
In the Philippines alone, 88% of consumers say they are more likely to shop with brands that provide relevant offers and recommendations (Salesforce Research).
But relevance must be earned responsibly. At Kenvue, the goal is to combine digital agility with ethical personalization, ensuring consumers feel empowered, not manipulated.
O2O Synergy: From Online Clicks to Offline Trust
As much as we talk about AI and automation, Regie reminds us that offline matters more than ever.
“Consumers post-pandemic are eager to go out and experience products again. That’s why O2O, online to offline or offline-to-online, must be a seamless bridge.”
Today’s most trusted brands are those who show up consistently, whether through a TikTok ad, a pharmacy shelf or an in-person event. For Kenvue, that means reinforcing the digital promise with real-world proof.
In fact, 74% of Filipino consumers say their brand loyalty increases when their online and offline experiences feel connected (PwC Philippines CX Report, 2023).
A Session That Validated the Mission
Reflecting on his CustomerX experience, Regie shares:
“Anyone in marketing CX, data or even relationship building should experience this. It validates what we do and helps elevate how we do it.”
In a field where metrics often overshadow meaning, Regie’s words are a refreshing return to why customer experience exists in the first place: to build relationships, not just pipelines.
The Future of CX is a Shared Responsibility
What sets Regie’s perspective apart isn’t just his expertise, it’s his insistence that CX is everyone’s job.
From marketers to product leads, from tech teams to customer support, every touchpoint matters. Because in a true ecosystem, everything is connected. And every decision, big or small, either builds or breaks trust.
Under Regie’s guidance, Kenvue is designing with intention. Leading with insight. And evolving with humility.
Because great customer experience doesn’t just anticipate needs, it honors people.
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