Mac Munsayac, MBA

Enthusiast
DISC Type : i

Vice President and Head of Customer Experience at Philippine Airlines

Quezon City, National Capital Region, Philippines

Overview

Mac Munsayac is the Vice President for Customer Experience at Philippine Airlines, leading initiatives to enhance the end-to-end passenger journey. He oversees in-house and partner teams, driving digital, contact center, and service quality programs.

He is passionate about transforming experiences to build loyalty and trust, with interests in technology and innovation. He also enjoys community involvement, particularly with Missionaries of the Poor.

Mac holds a Post Graduate Diploma in Artificial Intelligence and Machine Learning from the Asian Institute of Management.

Personality Overview

Story Driven

Amiable & Agreeable

Non-Confrontational

They prefer to build relationships rather than staying totally transactional.  They agree with others often, so exercise caution when relying on their word. Unlike D or C types, they are convinced more by stories and testimonials.

Topics They Care About

Customer Experience Strategy
As VP for Customer Experience at Philippine Airlines, he leads the overall customer strategy, focusing on service quality and continuous improvement.
Digital Transformation
His team drives digital programs to enhance the passenger experience and leverage technology for seamless customer support.
AI and Machine Learning
He holds a Post Graduate Diploma in AI and Machine Learning, indicating a strong interest in advanced technological applications.

Media Appearances

Philippine Airlines cuts waits with AI contact centre. Featured in TelcoNews Asia

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How Philippine Airlines is transforming customer experience. Featured in Computer Weekly

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AI Trust: The Philippine Airlines Journey. Featured in ASEAN Technology & Security Magazine

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Work History

1-2021
Vice President and Head of Customer Experience at Philippine Airlines
6-2016 - 1-2021
Senior Director of Operations at IBEX
5-2015 - 12-2015
Site Director (OIC) at STARTEK
3-2013 - 6-2016
Director of Operations at STARTEK
10-2010 - 3-2013
Service Delivery Manager at Expert Global Solutions

Education

2-2025 - 3-2026
Post Graduate Diploma in Artificial Intelligence and Machine Learning from Asian Institute of Management
2018 - 2020
Master of Business Administration (Regis) - MBA from Ateneo Graduate School of Business

More Information

Social Presence :

Prographics :

Exp : 21 Location : Quezon City, National Capital Region, Philippines Job Level : Senior Designation : Vice President and Head of Customer Experience at Philippine Airlines
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Insights For Selling To Mac

During A Call Or A Meeting

DO's

  • Ask them how their day is going or exchange some other pleasantries
  • Speak from experience about success that the product has seen with other customers
  • Maintain high, positive energy and convey confidence

DONT's

  • Don’t be too formal with them, they trust informality more
  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time
  • Avoid overloading them with too much information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mac is

  • Relationship and rapport are valuable for them, but so is proven product value.
  • Will you ever get a clear answer from Mac

  • They probably won't say no directly.


Insights For Deal Planning

    How fast (or slow) will Mac move?

  • They are not the ones to make fast decisions, even while they stay committed.
  • Can Mac take some risk or not?

  • They can take some low-probability risks if needed.

You And Mac

Personality Compatibility


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