September 25, 2025 8:30 am

CX Tour

Name: CX Tour, Bangkok
Start: 2025-09-25T08:30:00
End: 2025-09-25

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

Get directions

Registration is now closed. Thank you for your interest in joining CX Tour Bangkok.

For any inquiries, please email us at AsiaMarketing@genesys.com

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 – Asia, Genesys

9:40 am – 10:00 am

The State of Customer Experience

Prerna Pant, Director of Global Innovation – APAC at Genesys, will share key insights from the State of CX in Asia. She will explore how businesses can leverage AI, cloud, and omnichannel innovation to meet rising customer expectations and create seamless, empathetic experiences that drive loyalty and growth.

Prerna Pant, Director, Global Innovation – APAC, Genesys

10:00 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 Lead – APAC, Genesys

11:00 am – 11:30 am

Morning tea & Networking

11:30 am – 11:50 am

Elevating CX in Financial Services: Harnessing AI for Secure, Personalised, and Compliant Engagements

Discover how financial institutions can elevate customer experience with AI-powered platforms that deliver secure, compliant, and personalised engagement. This session highlights how modern CCaaS solutions drive efficiency, empower agents, and enable seamless digital and voice interactions—helping financial services organisations stay competitive and future-ready.

David Porter, VP/Managing Director, Global Banking Industry, Genesys

11:50 am – 12:10 pm

AI in ASEAN: Impact, Challenges, and Opportunities with AWS & ServiceNow

AI is reshaping the way enterprises across ASEAN operate and compete. In this keynote, leaders from AWS and ServiceNow will join Genesys and showcase real-world examples of AI adoption that have delivered tangible benefits, from streamlining operations to enriching customer experiences. We shall examine the principal challenges organisations in ASEAN encounter when implementing AI, from integration complexities to workforce readiness, and how together with Genesys, AWS and ServiceNow support them through resilient infrastructure and skills development initiatives. The session will further address ethical AI, data privacy, and security, whilst providing a forward-looking perspective on the evolving role of generative AI in driving innovation across the region.

Ashok Sankaran, Director Partner & Alliances – APAC, Genesys

Manusnan Harinsuit, Senior Solutions Architect, AWS

Varit Ovadhana, Country Manager, Thailand, ServiceNow

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 panellists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.

Dr. Francis Goh, Global Board of Directors, CXPA

Prerna Pant, Director, Global Innovation – APAC, Genesys

Dr. Montree Thirasakthana, Executive Vice President, Technology and Innovation, Thai Life Insurance Public Company Limited

Sarawut Pienluprasith, Executive Vice President – Information Technology, SCB Protect

12:30 pm – 1:30 pm

Lunch & Networking

1:30 pm – 2:30 pm

Track 1 - Workshop A: From Vision to Value: HSBC's Customer Case Study

Discover how HSBC transformed its customer experience strategy into measurable business value with Genesys Cloud CX. In this session, you’ll learn how AI-driven orchestration, predictive routing, and real-time visibility helped HSBC achieve a projected $60M in value, reduce abandonment rates by nearly half, cut handling times, and boost customer satisfaction. Join us to see how vision translates into tangible results.

Glendon Wong, Solution Consulting Senior Manager – Asia, Genesys

Gabriel Ng, Senior Solution Consultant – Asia, Genesys

Track 2 - Workshop A: Agentic AI in Outbound: Balancing Automation and Human Touch

Discover how agentic AI can transform outbound operations like collections and telesales. We’ll share strategies for scaling AI-driven engagement, teaching AI with human best practices, and knowing when to hand off to humans for empathy and compliance. The session will also spotlight the Genesys Roadmap, showing how upcoming innovations support more efficient, human-centric outbound engagement.

Jarryd Tuyau, AI Lead – APAC, Genesys

2:30 pm – 3:30 pm

Track 1 - 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, Senior Solution Consultant – Thailand, Genesys

Track 2 - 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
Maximise platform value through Professional Services
Drive continuous success with TAM-led engagement
Join our Advocacy Program to spotlight your achievements

Christopher Chua, Senior Services Engagement Director – Asia, Genesys

Rachana Singh, Customer Advocacy Director – APAC, Genesys

Shanker Bharadwaj Ramaiyah, Customer Success Management, Senior Manager – Asia, Genesys

Stalin Singh, Senior Technical Account Manager – Asia, Genesys

3:30 pm – 4:00 pm

Afternoon Tea Break

4:00 pm – 4:20 pm

Demo: Experience how Genesys AI Guide transforms customer engagement with Agentic Bots

The demo highlights how Agentic AI goes beyond simple automation to provide:

Dynamic Q&A with reasoning and adaptation
Proactive recommendations (e.g., “Would you like to see the keynote agenda?”)
How Admin create flow using AI Guide

Partitan Rungkrae, Principal Solution Consultant, Asia, Genesys

4:20 pm – 4:50 pm

Fireside Chat: Powering Thailand’s AI Momentum with Bitkub

Join us for an exclusive fireside chat at the CX Tour Bangkok with Sakolkorn Sakavee, Co-founder and Chairman of Bitkub Capital Group Holdings, alongside Kulachart Ngernpermpoon, Country Director Indochina & Philippines of Genesys.

In today’s experience-driven economy, momentum fuels progress. Just as elite athletes continuously push boundaries, leading organizations in Thailand are leveraging AI and automation to stay ahead of the curve.

In this conversation, Sakolkorn will share his perspective on Thailand’s AI transformation and its impact on the digital economy—highlighting both opportunities and challenges in shaping the future of customer experience. Drawing on Bitkub’s fintech innovation and digital economy expertise, this session will provide thought-provoking insights, practical guidance, and inspiration on harnessing AI for long-term growth.

Kulachart Ngernpermpoon, Country Director Indochina & Philippines, Genesys

Sakolkorn Sakavee, Co-founder and Chairman, Bitkub Capital Group Holdings

4:50 pm – 5:00 pm