CX Tour

Albert Nel, Senior Vice President – APAC, Genesys

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

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

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

Jarryd Tuyau, AI Lead – APAC, Genesys

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

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.

Prem Chandar Ganesan, Director, Customer Workflow Solution Sales, ServiceNow

Raveender Singh, Senior Manager, Partner Sales – SEA, GC & India, Genesys 

Trisha Heah, Head of Small Business Enterprise & Digital, AWS

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.

John Lau, Head, Business Optimisation, Strategy and Solutions, Alliance Bank Malaysia Berhad

Prerna Pant, Director, Global Innovation – APAC, Genesys

Rajendran Gunaratnam, Head, Customer Engagement, AEON Bank

Risham Akashah bin Kamaruzaman, Group Chief Technology & Operating Officer, Affin Bank Berhad

Sharifah Ivy Syed Azmi, Lead (CareLine), Tenaga Nasional Berhad

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: 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.

Chin Arn Chang, Principal Solution Consultant – APAC, Genesys

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.

Track 2 - Workshop B: Evolving with Purpose: CX Transformation Advisory & Advocacy Experience Orchestration Framework

• 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

Jane Cheong, Customer Success Manager – Asia, Genesys

Joseph Romero, Technical Account Manager – Asia, Genesys

Naveen Kandasami, Services Engagement Manager – Asia, Genesys

Rachana Singh, Customer Advocacy Director – APAC, Genesys

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

Chin Arn Chang, Principal Solution Consultant, APAC, Genesys

This fireside chat will feature Adrian O’Brien, Chief Operating Officer at Europ Assistance, and Prerna Pant, Director, Global Innovation – APAC at Genesys, in a lively and engaging conversation. Together, they will explore Europ Assistance’s evolving customer expectations, strategic priorities, and technology adoption journey.

The discussion will balance Adrian’s perspective on aligning global vision with local execution, while also highlighting real-world success stories, lessons learned, and practical insights from Europ Assistance’s transformation journey.

Adrian O’Brien, Chief Operating Officer, Europ Assistance

Prerna Pant, Director, Global Innovation – APAC, Genesys

Albert Nel, Senior Vice President – APAC, Genesys