Customer retention is no longer an afterthought; it’s the growth lever that more and more brands are turning toward as acquisition costs rise and attention spans shrink. At The MarTech Summit Asia, we are pleased to welcome Mohit Kapila, Regional Head of Customer Insights at Maersk, to share how insight-led strategies can shape more effective, consistent, and personalised retention journeys. With 15 years of experience driving CX and strategic insights across the APAC region, Mohit brings a practical lens to turning data into value and value into loyalty.
About Maersk
Maersk is an integrated logistics company working to connect and simplify its customers’ supply chains. As a global leader in container logistics, Maersk operates in more than 130 countries, offering end-to-end solutions across ocean, air, inland transportation, warehousing, and customs services. With a growing focus on digital innovation and customer experience, Maersk empowers businesses worldwide to move goods more efficiently and sustainably.
Quick Q&A with Mohit Kapila
Could you please give us a quick introduction of yourself?
I lead Customer Insight for Maersk in APAC, helping translate customer data into clear, actionable decisions across marketing, product, and sales.
In your experience, how can insights and CX teams best collaborate with marketing, product, or sales to deliver a consistent and impactful retention journey?
The best collaboration happens when insights teams work upstream, co‑own priorities, and focus on activation, not just reporting.
The MarTech ecosystem is always evolving. How do you stay current on new technologies or trends in the CX and customer loyalty space?
I stay current through industry forums, selective pilots, and continuous learning from live use‑cases within our ecosystem.
What’s one digital marketing tool, platform, or reporting dashboard that you rely on regularly in your day-to-day work, and why?
I rely on integrated CX dashboards that combine NPS, behavioural, and feedback data into a single customer view.
Looking ahead to 2026, is there a professional or personal goal you are especially excited to pursue?
In 2026, I am excited to focus on mentoring teams and stakeholders on the value of insights‑led decision-making and building a strong data‑driven culture.
With a unique perspective that blends customer empathy, behavioural data, and business impact, Mohit is a firm believer in activating insights upstream and embedding them into cross-functional decision-making. As customer expectations continue to evolve across Asia’s fast-moving markets, his session will offer actionable takeaways on how brands can reduce churn risk and unlock lifetime value. Don’t miss the discussion on [Customer Retention & Loyalty] Prioritising Retention as the Growth Lever Most Brands Ignore, live at The MarTech Summit Asia in Singapore.
The MarTech Summit Asia @ Singapore – The 7th Edition APAC Flagship
Join us on 10 & 11 March 2026 at Raffles City Convention Centre, Singapore! We’re back with the flagship 7th annual edition of The MarTech Summit Asia, set to welcome 500+ attendees. With a powerful format featuring 4 stages over 2 dynamic days, this year’s summit is designed to fuel both strategic vision and tactical execution.
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Last updated: January 2026
