Eduardo Imperial

Head of Service Management Asia Vodafone

Eduardo manages a team of Global Service Partners and Service Managers in the Asia Pacific region, supporting both Fixed, Mobility, Cloud and IOT customers in the Enterprise space. He has an extensive experience in the field of telecommunications having been part of Cable & Wireless Plc before it was acquired by Vodafone in 2014. Prior to joining Vodafone, Eduardo spent eight years in the airline industry working in various technical and service roles for companies such as Abacus International Limited and Societe Internationale de Telecommunications Aeronautique (SITA) based from their Singapore headquarters. He has completed a post graduate Executive MBA from University of Birmingham, UK and a certification from INSEAD on International Management in Asia Pacific. Dedicated and passionate about his customers, he considers service as the biggest differentiator in a highly commoditized telecoms industry. He loves to travel with his wife and two sons and have a great appreciation and interest in understanding different cultures and traditions.

Main Conference Day 1 - Wednesday, 3 September 2025

9:00 AM Panel Discussion | Driving Exceptional Customer Journeys Amid Disruption

Businesses understand over 60% of customers have higher expectations and standards when it comes to customer service, with over 70% willing to switch over to competitors with just a single negative experience. In this panel discussion, contact centre and customer service leaders will discuss best practices in balancing customer expectations, business needs and workforce management. 

  • Exploring how businesses can deliver exceptional customer journeys in the face of economic and technological disruption 
  • Discussing the role of leadership in fostering innovation while driving operational excellence and team empowerment 
  • Addressing the balance between human interaction and AI-driven engagement for meaningful customer connections 

Check out the incredible speaker line-up to see who will be joining Eduardo.

Download The Latest Agenda