Mac Munsayac is the Head of Customer Experience at Philippine Airlines, where he leads transformative initiatives that blend human-centered service with digital innovation. With over 20 years of experience across aviation, BPO, and financial services, he drives enterprise-wide improvements in customer satisfaction, operational efficiency, and AI adoption. A passionate advocate for practical, real-world CX strategy. He holds an MBA from the Ateneo Graduate School of Business and is currently pursuing a Postgraduate Diploma in Artificial Intelligence and Machine Learning at the Asian Institute of Management