CX Tour Bangkok

Start CX Tour over good food and meaningful networking with industry peers, Genesys team and our partners.

AI isn’t coming — it’s already reshaping customer experience. In this high-impact keynote, Kulachart shares a bold vision for the future of CX in the age of AI. ​

Discover how businesses are moving beyond basic automation into agentic AI — where intelligent systems don’t just assist but actively orchestrate end-to-end customer journeys. From blending human empathy with AI at scale to driving faster outcomes, lower costs, and deeper loyalty, this is a look at what’s happening right now.

Jeff presents Genesys’ vision for a truly unified customer experience platform—one that seamlessly connects data lakes, communication channels, AI, and workflows into a cohesive, intelligent system. By removing fragmentation, this approach empowers organisations to deliver consistent, scalable, and high-quality experiences at every touchpoint. ​

Central to this vision is the evolution toward agentic AI, enabling autonomous, context-aware interactions driven by unified data and deep integrations with enterprise ecosystems such as Salesforce and Scaled Cognition. ​

Jeff highlights how adaptive automation and real-time, insight-led engagement are reshaping customer journeys and defining the future of experience orchestration.

LLMs changed how AI understands and communicates—but they don’t get work done. Large Action Models (LAMs) take the next step, enabling AI to decide, execute, and complete tasks across real systems and workflows. ​

In this presentation, Josh will explore how combining LLM intelligence with LAM execution unlocks agentic orchestration—shifting AI from passive assistant to autonomous operator. The result is a new enterprise paradigm: moving beyond conversation to true end-to-end resolution, where AI doesn’t just understand intent—it delivers outcomes.

Trust is what makes or breaks AI in the enterprise. In this live demo, we showcase agentic AI in action—how it can make decisions, take actions, and still stay secure, compliant, and under control. See how organisations can confidently deploy AI that is not just powerful, but truly enterprise-ready.

In today’s experience economy, customer journeys don’t stop at the contact center—they extend deep into the back office, across systems, teams, and workflows. Yet too often, this critical work remains fragmented, invisible, and unmanaged. ​

This keynote unveils how Genesys Cloud™ Work Automation and Task Routing is redefining how enterprises execute work—bringing end-to-end orchestration, real-time intelligence, and AI-powered coordination to every task, every team, and every moment that matters.​

Customers do not concern themselves with channels; their focus lies squarely upon results. However, many organisations persist in operating within disjointed structures, where data is fragmented, interactions are isolated, and true visibility remains elusive. The consequence is clear: lost opportunities, uneven experiences, and ever-increasing customer expectations that go unfulfilled. ​

This keynote reveals how forward-thinking organisations are addressing this divide, elevating customer journey management from a static reporting exercise into a dynamic, AI-driven catalyst for growth.

Growth today depends on more than efficiency—it requires continuous innovation in how value is created and delivered. This session explores how organisations are using technology, data, and new ways of working to unlock business value, drive growth, and stay competitive in a fast-changing market.