September 25, 2025 8:30 am

CX Tour

Bangkok, Thailand

Deliver the next level of experience

In the experience economy, leading means never standing still. Like elite athletes and teams, the most successful businesses never plateau. Leaders don’t settle — they look for every edge to outperform the competition.

Join CX Tour Bangkok, the event series for customer experience (CX) leaders looking to harness the power of artificial intelligence (AI) and automation to drive real business outcomes, whilst creating effortless, efficient and personalized experiences.

Dusit Thani Bangkok

Dusit Thani Bangkok, Rama IV Road, Si Lom, Bang Rak, Bangkok, Thailand

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Thank you for registering for CX Tour Bangkok. We’re excited to have you join us.

Please note: Your registration is not yet confirmed. You will receive an additional confirmation email once it has been processed.

To make sure you don’t miss out on this exclusive event, we kindly encourage you to save the date for the event:

  • Date: Thursday, 25 September
  • Time: 8:30am to 5:00pm
  • Location: Dusit Thani, Bangkok

If you have any questions, please email AsiaMarketing@genesys.com.

City threads

Register today and redefine what’s possible for CX with AI-Powered Experience Orchestration

Learn how to drive meaningful outcomes and build deeper relationships with experience orchestration, which enables you to deliver personalized customer and employee experiences at scale — the right experience at the right time, every time.

  • Discover the latest advancements in digital, AI and journey management — and how AI-Powered Experience Orchestration can help you break away from the competition.
  • Hear from industry-leading organizations on how they are using digital, AI, cloud and workforce engagement tools to elevate their customer and employee experience.
  • Join a deep dive workshop for expert insights in creating customer experiences that build loyalty.

Join us for a day of networking with peers, industry experts and the Genesys team.

Agenda

Thursday, 25 September 2025

8:30 am – 9:30 am

Arrival, Coffee, Bites & Networking

9:30 am – 9:40 am

Welcome to CX Tour Bangkok: Deliver the Next Level of Experience

Mao Gen Foo, Vice President – APAC, Genesys

9:40 am – 10:10 am

The State of Customer Experience

Prerna Pant, Director – Global Innovation, Genesys

10:10 am – 10:30 am

The Experience Economy Revolution

AI is changing the relationships organisations build with their customers and employees, creating an unprecedented opportunity in the experience economy. The next era of customer experience won’t be shaped by automation alone, but by autonomy. Antoine demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.

Antoine Ducarme, Vice President, Solutions Consulting – APAC, Genesys

10:30 am – 11:00 am

Embracing the Agentic Era: Innovations and Future Directions in Genesys Cloud

What’s new for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.

Jarryd Tuyau, AI Architect – APAC, Genesys

11:00 am – 11:30 am

Morning tea & Networking

11:30 am – 11:50 am

Live Demo: The New Era of AI with Experience Orchestration

No frills, no fluff; just a live demo, supercharging leaders and teams with Genesys AI.

11:50 am – 12:10 pm

Beyond the AI Hype: How Real CX Leaders Use Intelligence to Drive Results

Ashok Sankaran, Parter & Alliances – APAC, Genesys

12:10 pm – 12:30 pm

Customer Panel: Leading the Future of CX

Don’t miss this engaging panel discussion with CX leaders at the forefront of business and technology innovation. These industry experts will explore how they are leading transformative change, sharing key strategies for success in a fast-paced business environment. The panelists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.

12:30 pm – 1:30 pm

Lunch & Networking

1:30 pm – 2:30 pm

Afternoon Workshop A - From Vision to Value: HSBC's Customer Case Study

Glendon Wong, Solution Consulting Sr. Manager – APAC, Genesys

Gabriel Ng, Sr. Solution Consultant – APAC, Genesys

Afternoon Workshop B - AI-Driven Employee Engagement

Artificial intelligence is transforming employee engagement. Join this workshop to explore strategies that blend responsible automation with human-centric practices, fostering a thriving workplace. Learn how to support supervisors with the tools they need to lead and inspire effectively by balancing technology with empathy.
Equip yourself with the knowledge and skills to elevate employee engagement and create a future-ready workforce.
Krissada Kiatumsom, Sr. Solution Consultant – APAC, Genesys

2:30 pm – 3:30 pm

Afternoon Workshop A - Proactive Engagement in Telesales & Collections

Leveraging Digital Tools and AI (Agentic AI Guide for collections and telesales – what have we learned from humans to scale and teach AI)

Jarryd Tuyau, AI Architect – APAC, Genesys

 

Afternoon Workshop B - Evolving with Purpose: CX Transformation Advisory & Advocacy Experience Orchestration Framework

In this interactive session, you’ll discover how Genesys helps leading organizations like yours:
  • Align every customer and employee journey using Experience Orchestration
  • Turn insights into action with help from our CX Advisors
  • Maximize platform value through Professional Services
  • Drive continuous success with TAM-led engagement
  • Join our Advocacy Program to spotlight your achievements

Rachana Singh, Customer Advocacy Director – APAC, Genesys

Shanker Bharadwaj Ramaiyah, Customer Success Management, Sr. Manager – APAC, Genesys

3:30 pm – 4:00 pm

Afternoon Tea Break

4:00 pm – 4:20 pm

Interactive Fireside Chat: Customer Spotlight

4:20 pm – 4:50 pm

Sponsored Session

4:50 pm – 5:00 pm

That's a Wrap on CX Tour Bangkok: Closing Remarks

Albert Nel, Senior Vice President – APAC, Genesys

5:00 pm – 6:00 pm

Networking & Lucky Draw

Speakers

Albert Nel

Albert Nel

Senior Vice President, APAC, Genesys

Andrew Thean

Andrew Thean

Principal Solution Consultant, Genesys

Antoine Ducarme

Antoine Ducarme

Vice President, Solutions Consulting, APAC, Genesys

Ashok Sankaran

Ashok Sankaran

Director, Parter & Alliances, APAC, Genesys

Gabriel Ng

Gabriel Ng

Sr Solution Consultant, APAC, Genesys

Glendon Wong

Glendon Wong

Solutions Conslulting Sr. Manager, APAC, Genesys

Jarryd Tuyau

Jarryd Tuyau

AI Architect, APAC, Genesys

Krissada Kiatumsom

Krissada Kiatumsom

Senior Solutions Consultant, Apac, Genesys

Louis Teoh

Louis Teoh

Director, Commercial Operations, APAC, Genesys

Mao Gen Foo

Mao Gen Foo

Vice President, APAC, Genesys

Prerna Pant

Prerna Pant

Director, Global Innovation, Genesys

Rachana Singh

Rachana Singh

Customer Advocacy Director, APAC, Genesys

Shanker Bharadwaj Ramaiyah

Shanker Bharadwaj Ramaiyah

Customer Success Management Sr. Manager, APAC, Genesys

Dusit Thani Bangkok

Dusit Thani Bangkok, Rama IV Road, Si Lom, Bang Rak, Bangkok, Thailand

Get directions