October 2, 2025 8:30 am

CX Tour

Kuala Lumpur, Malaysia

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 Kuala Lumpur, 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.

The St. Regis, Kuala Lumpur

The St. Regis Kuala Lumpur, Jalan Stesen Sentral 2, Kuala Lumpur Sentral, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Thank you for registering for CX Tour Kuala Lumpur.

Please note: your registration is not yet confirmed. You will receive a separate confirmation email once it has been processed.

If you have any questions, please reach out to us at 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

8:30 am – 9:30 am

Arrival, Coffee, Bites & Networking

9:30 am – 9:40 am

Welcome to CX Tour Kuala Lumpur: Deliver the Next Level of Experience

Albert Nel, Senior Vice President – APAC, 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

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

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

12:10 pm – 12:40 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.

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

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 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.

Chin Arn Chang, Principal Solution Consultant – APAC, Genesys

2:30 pm – 3:30 pm

Track 1 - 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

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

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

3:30 pm – 4:00 pm

Afternoon Tea Break

4:00 pm – 4:20 pm

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.

Lead by the Genesys Solution Consulting team

4:20 pm – 4:50 pm

Interactive Fireside Chat: Customer Spotlight

Interactive Fireside Chat: Customer Spotlight” brings together industry leaders and customers in an engaging, conversational format. The session highlights real-world success stories, lessons learned, and practical insights, offering the audience a unique opportunity to hear directly from customers about their journeys, challenges, and outcomes. The interactive format encourages dialogue, making it both informative and inspiring.

Adrian O’Brien, Chief Operating Officer, Europ Assistance

Prerna Pant, Director, Global Innovation – APAC, Genesys

4:50 pm – 5:00 pm

That's a Wrap on CX Tour Kuala Lumpur: 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

Adrian O'Brien

Adrian O'Brien

Chief Operations Officer, Europ Assistance

Antoine Ducarme

Antoine Ducarme

Vice President, Solutions Consulting, APAC, Genesys

Ashok Sankaran

Ashok Sankaran

Director, Parter & Alliances, APAC, Genesys

Chin Arn Chang

Chin Arn Chang

Principal Solution Consultant, APAC, Genesys

David Porter

David Porter

Managing Director, VP/Global Banking Industry, Genesys

Gabriel Ng

Gabriel Ng

Senior Solution Consultant, APAC, Genesys

Glendon Wong

Glendon Wong

Solutions Consulting Senior Manager, APAC, Genesys

Jane Cheong

Jane Cheong

Customer Success Manager – Asia, Genesys

Jarryd Tuyau

Jarryd Tuyau

AI Lead, APAC, Genesys

John Lau

John Lau

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

Mao Gen Foo

Mao Gen Foo

Vice President, APAC, Genesys

Naveen Kandasami

Naveen Kandasami

Services Engagement Manager – Asia, Genesys

Prem Chandar Ganesan

Prem Chandar Ganesan

Director, Customer Workflow Solution Sales, ServiceNow

Prerna Pant

Prerna Pant

Director, Global Innovation, Genesys

Rachana Singh

Rachana Singh

Customer Advocacy Director, APAC, Genesys

Rajendran Gunaratnam

Rajendran Gunaratnam

Head, Customer Engagement, AEON Bank

Risham Akashah bin Kamaruzaman

Risham Akashah bin Kamaruzaman

Group Chief Technology & Operating Officer, Affin Bank Berhad

Sharifah Ivy Syed Azmi

Sharifah Ivy Syed Azmi

Lead (CareLine), Tenaga Nasional Berhad

Trisha Heah

Trisha Heah

Head of Small Business Enterprise & Digital, AWS

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